Buyer deliberately damaged item, eBay forced return

[ylesiya]

Hello everyone, 

Here is what happened: the buyer bought a necklace which was delivered to her (signature required, signed by her). Initially, she was claiming that she was out of town and never received anything and has no idea who signed off the package. After it was said to her that FedEx case will be opened and delivery person written interview requested, the package was miraculously found received my her granddaughter. 

However, the next day she started sending threatening messages, claiming the pearl on the necklace started to peel off immediately after she wore it. She did not claim item arrived like this, and I am very sure the item was in fantastic condition. The case was opened by her and she attached a few photos to it. Based on the first photo (attached), she actually forcefully removed coating from the pearl as it is obvious that there are characteristic stripes like the material was deliberately pulled off. In the last photo she attached the coating was totally off which meant she continued to scratch and pull it until it was totally removed. Basically, she totally destroyed the item.

eBay forced to accept the return. How on Earth is it possible? The buyer herself uploaded proof of her damaging the item and the return has to be accepted?? What can be done in this situation? It has been super painful with almost every single sale resulting in fraud attempt without any protection for the seller at all.

[mi-294]

ebay is not protecting the sellers, only the buyers

appeal against ebay and contact support again and again demanding to fix the issue

show them proof of your item as it was listed and demand to take action

also block and report the buyer and don't stop demanding from ebay to fix the issue

they will not do much to help you so be demanding

[lamber9347 · Accepted solution]

@ylesiya I'm sorry you had a bad buyer. This platform offers a MBG to all buyers. Unless this is a buyer’s remorse type of return you will have to refund. Once the buyer selects INAD you will have to pay for the return shipping or eBay will deduct it from your account, regardless of what you stated in your own listing. While you are probably correct in your assessment of the situation, it is an online sale so it boils down to one person's version vs another. You cannot win here. Never sell something online that you aren't able to let go because cases are predominantly in favor of the buyer. The only alternative you have would be to turn to small claims court but that also has everything working against you including cost and where to file closest to your buyer. Best of luck to you....

[ylesiya]

I called Customer Support and on the phone they basically agreed it was a forceful damage. Then the next day someone looked into the case and forced a return of this item despite all the proof and supporting information that was posted.

Did you ever succeed in resolving the issue after demanding to fix it? It just feels like fighting the tide sometimes.

[ittybitnot]

 What can be done in this situation?

@ylesiya 

This is what ebay expects you to do: 

Accept the return. 
Provide a return shipping label from the US back to you in Singapore (or send the buyer MONEY via PayPal for the return cost. 
When something is returned to you (doesn't really matter what) refund the buyer, report the buyer, and file an appeal.  

If you don't do this ^^^^^^ ebay is likely to simply refund the buyer from your proceeds, let the buyer keep the product, and award you a defect for a claim without seller resolution (going along with the buyer fraud) .

There is no seller protection for item not as described claims, nor faulty returns.   (Please don't shoot the messenger).  That is how it works now.  Being an international sale makes your outside avenues for reporting fraud a bit more complicated. 

What you really want to do: 

Cannot be mentioned. 

So sorry this happened to you. 

[kensgiftshop]

---

@ylesiya wrote:

I called Customer Support and on the phone they basically agreed it was a forceful damage. Then the next day someone looked into the case and forced a return of this item despite all the proof and supporting information that was posted.

Did you ever succeed in resolving the issue after demanding to fix it? It just feels like fighting the tide sometimes.

---

A few years ago, you might have been able to fight it and win, but now days, it's what ever the buyer claims.

[powell-memorabilia]

@ylesiya 

AND this is why sellers should consider free returns!  No doubt that you don’t deserve to have a buyer damage an item to force a return, but your no return policy encourages that behavior.

[shop4animals]

This behavior of buyers exploiting the ebay guarantee has developed because of ebays lack of seller support.  Most of the replies to your post have come from people who only buy.  Of course buyers will tell you just accept the loss and move on because that's what works best for them.  Sellers will tell you the same thing too, because ebay will always back the buyer.  Always insure items that you are not prepared to give away.  If the buyer claims the item was damaged in shipping you can submit an insurance claim using your photos taken for your listing and photos taken after the buyer opened the package.  I have learned my lesson about not offering partial refunds.  Always offer a full refund and have them ship the item back.  You don't have to give the refund until you have received the returned item and you can see for yourself how bad the damage is.  If damage is bad you can try to get help from ebay but don't expect it.  Then block that buyer so they can't do it to you again.  There are plenty of other sellers to keep them busy.  Try to file an insurance claim but if they don't think the damage happened due to shipping, you will lose that, too.  This is a bad time to be an ebay seller.  I'm sorry ebay has let this happen to you and every other seller, myself included,  who has a similar outcome from a transaction.  Once you agree to the ebay terms there is nothing you can do.  ebay decides and they choose to back the buyers.

[m60driver]

You are selling a large number of high priced items without having the sales volume to balance out the inevitable fraud on this platform.    Maybe you have the margins to cover such fraud but your anger suggest otherwise.  You need to reevaluate your business plan.

[ylesiya]

Just off the topic; eBay was initially a platform to let people declutter and sell their underused items. Based on the responses, now I have to have a sufficient stock just to back myself up in order to deal with the scam which is 100% is going to happen and for which eBay offers zero protection although the fact of the scam is pretty **bleep** obvious. Total disgrace.

[shop4animals]

A no return policy is not an encouragement to buyers to damage your item to achieve a return.  Buyers who cheat only have their morals, or lack thereof, to fall back on as a reason.  The exploiters don't care if you have a return  policy or not.  The ebay "Not as described" complaint is the universal return policy that cannot be denied so why accept returns?  Many small sellers don't have the time or manpower to waste on returns.  You look to be a buyer only.  Please use your feedback to help other buyers.  Sellers need help from other sellers not buyers who support the "Just accept the loss and move on"  mantra.  And sellers should be aware of who is giving them advice or just adding on more lack of support.  

[carsjustjohn]

I have been selling on ebay and have a 100 percent feedback for over 20 years.  I have had to deal with sellers lying, and damaging idem just to get a refund.   I am beginning to think what other eBay sellers are saying.    eBay only protects the buyer.   IT GETTING OUT OF HAND.   All this started happening a month ago.   I know some people are having a tough time financially, but if eBay won't protect sellers, the I know I'll have to find another platform to sell from.   One way I'm going about this is telling buyers that I don't sell to anyone that doesn't have At least a 90 percent positive feedback.  And no negative feedback in the last 2 months.    I know it's up to me to protect myself.   We will see if now if eBay  looses money.    This is a real problem that they can't dismiss.

[coolections]

The buyer does not have to damage the item to get a return. Unfortunately, you probably just didn't notice it.

[farmalljr]

Buyers can NOT receive negative or neutral feedback. Not here anyway.

[dryophelia]

@carsjustjohn 

Buyers can’t get negative feedback. All users will have 100% positive feedback as a buyer. 

The loopholes for buyers got a lot easier to slither through as Managed Payments rolled out. Lucky that you only noticed a month ago. 

Even with the previous payment processor, sellers with a ‘no returns’ policy often saw a buyer purposely damage an item so their claim for Item Not As Described would not be a lie. 
Sellers that offer ‘buyer pays return shipping’ at least have a chance of getting the item back in original condition. 

Don’t leave here looking for greener pastures. 
Find the greener pastures, then make a decision. Who knows, maybe you could sell on a few different sites.