Buyer damaged item on purpose and going to return this to me, any suggestions ?

[tr4nc3v1b3]

Hello,

The story is short, I pretty sure I was scammed by Buyer as he opened a return request on expensive item I sold to him with reason "Doesn't match description or photos" and provided a picture where item is damaged.

The nature of this damage (looks like a cigarette burn) points to a thought that it was done on purpose so buyer can have a reason to return Item.

Another scenario I expect that  he will simply sent me different item or even empty box.

I'm fully aware (now) that Sellers are not protected on eBay at all so my aim for now is to receive an item in my  Post Office and document all the damages or any other issues with package I might face up with as much as I can.

Can someone advise on following:

1. If item will be missing or damaged for real should I refund buyer anyway or better ask eBay to step In on that stage ? (as I see it I will have very little chances here)

2. Since I will  have  corresponding act (in case item is damaged or even missing) drawn up with postal worker  can I open a dispute for eBay even after I will fully refund buyer and if eligible to ask for reimbursement from eBay ?

Btw, I'm outside of USA (located in EU)

Thank you in advance!

[emerald_door]

Unfortunately, you'll have to refund the buyer.  You can contact eBay and they might help you out be covering the shipping cost.   Be sure that you report the buyer in every way that you can.  

A similar thing happened to me a few years ago.  A buyer deliberately damaged an item in order to return it without having to pay shipping. The shipping box showed no damage, and the item was well packed.  When I looked through her feedback, I saw three feedback comments she had left in which she claimed that similar items had arrived damaged.  In one case, the seller had responded that the buyer returned a different item in poor condition.  I contacted that seller and encouraged her to report the buyer.  I contacted another seller who told me that the buyer had deliberately damaged her item before returning it. 

During my phone calls to eBay, two of the reps said they would report the buyer.  Of course, I still had to send the buyer a full refund, including shipping.  

Interestingly, despite the buyer's pattern of leaving feedback for sellers when allegedly receiving damaged items, the buyer did not leave feedback for me.  She also changed her eBay ID.  Of course, that doesn't prove anything, but it suggests that eBay followed up with her. 

[ittybitnot]

 points to a thought that it was done on purpose so buyer can have a reason to return Item.

A buyer does no longer need to "damage" something to have a reason for a return.  All they have to do is select a "not as described" reason from the drop down menu to get the automated and predictable process in motion which is a return funded with return shipping on your dime.  Your description and photos become inconsequential at that point. 

They can return anything they like.  They will get a refund from your proceeds anyway. eBay no longer will take any evidence you may have of a faulty return into consideration.  The statement in the ebay pages regarding 'buyers are supposed to return an item in the condition sent',  does not prohibit them from getting a refund if they  send back the proverbial brick. 

Asking ebay to "step in and help" is the same thing as the old 'escalate the case', which will result in your 'found in favor of the buyer' notice arriving in a few minutes, and YOU being rewarded with defects on your account for not dealing with the unsavory buyer on your own. 

Please read the procedures for the EU, for they may be different than in the US.  Here, one is supposed to refund upon return, report the buyer and appeal.   That may result in:

Up to $6 credit for return shipping
or
Notice of appeal denial in a few minutes
or
A one time courtesy refund from eBay
or

A notice saying 'since you already voluntarily (even if by coercion)  refunded the buyer there is nothing they can do'

You are also are given the "choice" to simply refund the buyer and let them keep the product for free. 

Personally, I never chose to simply refund.  I know full well that I was more than likely to lose in this situation, but I'd rather have the buyer work for it a bit.   Sometime you never get the return when they have to actually spend the energy to send "something" back. 

Good luck. 

[southern*sweet*tea]

::general rambling and reply directed to nobody in particular::

I never could figure this one out. If a buyer sets out to scam, they don't purposely damage the item. They keep the item and return a phone book or a rock or a box of air, because they know they're going to get their money back and keep the item.

I can't figure out why a buyer would damage an item purposefully like that UNLESS they are replacing their old item with the new one.  That's the only way it would make sense. Damaging and sending the same item back is just plain stupid.

[kensgiftshop]

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@tr4nc3v1b3 wrote:

1. If item will be missing or damaged for real should I refund buyer anyway or better ask eBay to step In on that stage ? (as I see it I will have very little chances here)

---

As a seller, you never want to ask Ebay to step in.

They could refund the buyer from your account, let them keep the item, give you a defect for not handling the return and they won't refund their fee's.

Since the buyer filed an INAD, you don't have many choices.

Refund buyer and let them keep the item.

Or, accept the return and pay return shipping, then refund buyer once something is returned.

Once the buyer is refunded and the case is closed, then you can contact Ebay.

[simba6]

Always put you accept returns in your listings. It's not like you don't have to accept them anyway.

[sextons-sweet-deals]

Another scenario is that the buyer is trying to replace an item that they may have actually screwed up themselves for free. Drop and broke, cig burn, standing too close to a fireplace, or firepit. 

eBay has to change their policies! The word is out for scammers that they can con eBay sellers. I'm dealing with one right now! Use to be that after you provided your comments to a complaint / scam, you could escalate the issue and get it resolved and over with. Not anymore! I hade to report the buyer separately. Not sure what the outcome is going to be.  Buyer claims I sent a short sleeve shirt rather than a long sleeve 24+ hours after receiving. Color of shirt they provided does match my shirt in the listing that I sent. The shirt was retail folded up  / pinned / clamp shirt (specific brand that only interested shoppers know to look for). Buyer sends photos of an unbutton shirt with the retail tag removed in case. Hello!

You don't need to remove the retail tag and fully unbutton the shirt to figure out and false claim it was short sleeve. 

If a true honest eBay member / buyer is interested, they will ask questions and for additional photos before purchase. The other issue is people are drink shopping during the pandemic and then regretting and using any excuse to return or put the seller in a position to fully refund or a partial refund to avoid paying for a return shipping label and not knowing what they will really receive back.

This is simple ethics / karma! eBay needs to return to the previous format! 

When I have the option to mark my listings "no returns", that should be what it means, but eBay is still trying to force me to accept the return. The buyer can see I don't accept returns, so they can move on or they have the freedom to ask questions before bidding or buying and review my feedback status. 

Need to add that I don't do international shipping because it has become the same thing. I don't think it evens matter if you ship through eBay global shipping, eBay favors buyer!

[coolections]

You do not know if your buyer purposely damaged your items. There is actually no need to do so to get a return. You do not know if the person would have sent back something different. When you politely accept a return the odds are in your favor. When you refuse a return or give a buyer a hard time your odds decrease of the return going smoothly.

[little*blackdog]

I agree.  The buyer has intentionally shopped for the item, which is just like their broken or damaged item.  So they buy from you and then claim it arrived broken or damaged.  Buyers will do this with expensive and inexpensive items... they are just out to profit for their own selfish selves.  They don't care that you're just an independent seller, working hard to earn a few dollars.

[emerald_door]

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@southern*sweet*tea wrote:

Damaging and sending the same item back is just plain stupid.

---

Yes, it's stupid, but there are people who do this.  

[inhawaii]

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@coolections wrote:

You do not know if your buyer purposely damaged your items. There is actually no need to do so to get a return. You do not know if the person would have sent back something different. When you politely accept a return the odds are in your favor. When you refuse a return or give a buyer a hard time your odds decrease of the return going smoothly.

---

I agree with cool.  unless you know for sure that the buyer purposely damaged the item (which you don't) just accept the return.

Good luck and stay safe!

[inhawaii]

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@emerald_door wrote:

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@southern*sweet*tea wrote:

Damaging and sending the same item back is just plain stupid.

---

Yes, it's stupid, but there are people who do this.  

---

Are  you trying to say that people are stupid?   😉

[tr4nc3v1b3]

Item which I sold was a video graphic card with cost around 700 $

This fact that buyer sent me pictures where card was damaged make me think that buyer want to replace his own damaged item or he was able to buy same item somewhere in non-working condition and then put some noticeable marks for pictures.

Another possible scenario is  buyer not familiar with eBay return policy and didn't know that he can simply open return request and sent item back "as is"

The sad part here that in both scenarios I will receive non-working item..

I'm really disappointed  in current eBay approach for seller protection 

As a private seller I will never return to this platform, in fact current eBay and PayPal policies supporting scammers and those who can simply buy items and return it after 30 days without any good reason. (in fact this allows you to buy and return same item 12 times per year from different sellers and use it for free, sounds really stupid but according to eBay policy  it works like that )

Also looks like I have another problem with return (return itself already accepted by me), I cannot buy shipping label for buyer from my country so I accepted return  but selected "I cannot buy label".

Of cause I already sent him message where I offered to cover expenses for shipping.

Do you know what usually happens if buyer will ask eBay to step in on this stage ? (when seller cannot provide label but offered refund for shipping at the same time ?)

[kensgiftshop]

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@tr4nc3v1b3 wrote:

Also looks like I have another problem with return (return itself already accepted by me), I cannot buy shipping label for buyer from my country so I accepted return  but selected "I cannot buy label".

Of cause I already sent him message where I offered to cover expenses for shipping.

Do you know what usually happens if buyer will ask eBay to step in on this stage ? (when seller cannot provide label but offered refund for shipping at the same time ?)

---

You need to find out what it's going to cost to have the item returned, then send the funds to the buyers Pay Pal so they can buy a shipping label.

If the buyer has to ask Ebay to step in, they could refund the buyer from your account, let them keep the item, give you a defect for not handling the return and keep your fee's.

[unequivocalfruition]

Actually, there are a few other reasons that come to mind:

1. (this is my issue right now) They launder the item and ruin it or do something stupid and ruin it (like cigarette burn) and claim it's damaged/ not described laundered/ has cigarette burn.

2. Buyer's remorse - they did not like it, it did not fit, they are so used to free returns that they did not view the description for something important that they did not like (has happened on many returns).

3. They are hoping, taking a chance you're one of the ones that just gives a full refund and does not require to return ship the item.

There are probably more reasons - everyone reADING THIS HAS MORE, I'M SURE.