Buyer didn't return product after disputing defective claim

[jooz68]

I had a customer claim that a High Voltage Hybrid Car battery he purchased from me was defective. He requested that I mail the battery with a charge to him after I mailed it. I explained to him that it is illegal to mail a High-voltage battery through US mail because it may explode or catch on fire. He also installed the battery himself, without going to a professional, which may cause it to get damaged. Before sending the battery, per his request, I had it tested and had the charge drained for shipping. eBay ruled in the buyer's favor and refunded him $1500. But I have not received my battery back. eBay doesn't have an email or customer support number to dispute my return. What can I do? Any suggests?

[reallynicestamps]

PHONE OR CHAT
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

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https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

Ask for a courtesy refund of your costs, including the testing and draining, but remember that your lost profit is not part of your costs.

[albertabrightalberta]

If the buyer claimed "defective," that's a NAD (not as described) claim and you would have had 2 choices: 

1. issue refund without requiring a return

2. Accept the return, pay return shipping and issue full refund on receipt of return. 

If ebay issued the refund, it sounds like you didn't respond to the case so the buyer the forced to have ebay close it. 

You have no recourse. 

[orangehound]

When a buyer claims that a received product is defective, this is a Money Back Guarantee claim and you (as the seller) have two choices:

1. Fully refund the buyer's money plus any paid shipping, and the buyer keeps the item.
2. Provide the buyer with free return shipping, and once the item is received then refund the buyer's money plus any paid shipping.

If you battle the customer, take no action, or "Ask eBay to step in" ... then eBay will force the refund, may allow the buyer to keep the item (if your listing was "no returns"), you will lose all your fees paid to eBay, and you will get a seller defect.   In other words, you will learn the rules of eBay the hard way.

What to do now?  You are at the mercy of the buyer and eBay.  The buyer may still ship it back to you if you provide him with shipping ... eBay may refund some or all of the refund if you have a legitimate case, but "it worked when I sent it" doesn't seem to me as if you have any hope.

P.S.  You have several lines in your description that are in conflict with eBay rules.  You cannot make up your own rules ... eBay makes the rules.

• On a return, you must refund all money (unless you have listed in such a way that you activate seller protections).  You cannot deduct the cost of original shipping on a return that was sold with Free Shipping.
• It is not the buyer's responsibility to determine if a part fits their vehicle (technically).  If the part is incompatible the buyer can claim that it doesn't work or is defective, then they can use the Money Back Guarantee for a free return.
• Buyer is NOT responsible for the shipping cost of a return if it is a Money Back Guarantee claim.  The seller is responsible.
• You CANNOT charge a 25% restocking fee on eBay.  This is not allowed.

I suggest you spend more time brushing up on eBay rules.

[kensgiftshop]

If Ebay had to step in and refund, you won't be getting the battery back.

When a buyer files an INAD and you want it returned, you have to accept the return and pay return shipping.

When you don't and Ebay gets involved, they'll refund the buyer from your account, let them keep the item, keep their fee's and give you a defect for not handling the return.

[jooz68]

I was not given an opinion to send a return label when eBay resolved it. Now I'm out of a very expensive battery.

[jooz68]

This isn't fair to Sellers who send very expensive items. A Buyer can lie to keep items at the Sellers loss.

[albertabrightalberta]

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@jooz68 wrote:

I was not given an opinion to send a return label when eBay resolved it. Now I'm out of a very expensive battery.

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That's because you didn't respond to the return request when the buyer filed. 

It sounds like you argued with the buyer but didn't respond to the claim. So once ebay steps in, you don't have any more options. Plus, you now have a huge ding on your account for not resolving it yourself. 

[lakefor94 · Accepted solution]

@jooz68  to be fair to yourself,  you have to know eBay policies and how returns work. Here it is, the basics:

If the buyer opens a Item Is Not As Described type return case, you have choices.

1. You can refund the buyer now and let the buyer keep the item. eBay refunds the final value fees on the sale to you, the seller.

2. If you want the item back before refunding, accept the return and make sure a prepaid return label is available in the return case. The buyer returns the item and then you refund in full. eBay refunds the final value fees on the sale to you, the seller.

Seller protection:
Top Rated Sellers who accept 30 day returns and sellers who offer free 30 day returns can do partial refunds, up to 50%, if the item is returned in a condition different than when you shipped it.

3. Do nothing, contest the case or allow eBay to handle the case, eBay will close the return, refund the buyer and allow the buyer to keep the item. You also receive a serious defect on your seller account for having eBay step in and refund, thus doing your job as a seller. And, eBay keeps the final value fees for the transaction.

Here is an eBay link with just about all you need to know.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[jooz68]

lakefor94 Thanks for the info very helpful.

[fashunu4eeuh]

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@jooz68 wrote:

This isn't fair to Sellers who send very expensive items. A Buyer can lie to keep items at the Sellers loss.

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@jooz68 

All of what we have told you in this thread is found in eBay’s policy pages and User Agreement. It should not have been a surprise, because you gave eBay both your tacit permission, and your acceptance, to act in accordance with the rules. This happened upon your  listing your first item here.

It is the seller’s responsibility to learn the rules that will govern his/her online enterprise, ideally done prior to listing anything. Without this knowledge of the platform, you are at an extreme disadvantage, as seen here.

It would be nice if eBay schooled all its members in the finer points, but instead eBay trusts members to know what is going on. That you did not, falls squarely on your shoulders.

This is a buyer-centric platform. eBay protects the buyers’ interests first and foremost. Sellers must protect their own.

[kensgiftshop]

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@jooz68 wrote:

I was not given an opinion to send a return label when eBay resolved it. Now I'm out of a very expensive battery.

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No, when Ebay steps in, it's over.

[kensgiftshop]

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@jooz68 wrote:

This isn't fair to Sellers who send very expensive items. A Buyer can lie to keep items at the Sellers loss.

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If you had accepted the return, you would have been able to provide a shipping label then and wouldn't have to refund until something was returned.