Buyer initiated a return due to item being "defective" - but it's a false claim

[j_s_c_12]

I have a question for fellow sellers here, wondering if anyone can help me out or offer advice. It sometimes feels like sellers are at a significant disadvantage when the buyer asks for a return.

In this case, I sold an item to a buyer over a month ago. I extensively tested the item before listing it, and again prior to shipping it. The buyer made all sorts of requests about how to set it up, and I did all of this for them. A month goes by, and the buyer then claims the item is defective. When I contacted the buyer asking for proof, the buyer stated that he could no longer use the item, because a piece of hardware he had that he planned to use it with stopped working and he no longer had use for it. Does this constitute a false claim on the buyer's part?

FWIW, I did contact support and chatted with an agent last night for over an hour. Aside from many stock responses like "I hear where you are coming from. This is not the experience we want you to have on eBay", etc., in the end they advised that the best course was to accept the return. However I am considering reporting the buyer, considering they have stated in eBay messages that the item was not in fact defective. However I am worried about the buyer leaving negative feedback - or worse. Keep in mind the buyer now has my home address on the package I sent them last month.

The main problem I have with this is that the item was large and heavy. Paying for their return label, plus then refunding them the full amount, puts me out a couple hundred bucks.

For the record, this is an isolated incident. Most buyers are stand up folks in my experience, and most transactions have been smooth. I sell a small amount of my own personal items, and pride myself on carefully inspecting and packing anything I plan to list / sell. But this really shakes my faith in the system, and makes me paranoid to sell any other large items here. Even an isolated incident like this makes me hesitant to list other expensive items in the future, and has me thinking about scaling down completely over the next few months. I feel like the buyer is taking advantage of the fact that the system is heavily geared in his favor, and based on what the agent told me yesterday, I am discouraged to take further action.

Thanks in advance for reading.

[inhawaii]

If the buyer says it's defective, it's defective. That's how ebay will see it. Nothing else matters.

If you want the item back:  Accept the return. Pay for return shipping. When you get the item back refund the buyer.

If you don't want the item back: Refund the buyer. No need for the buyer to return the item.

Those are really your only 2 choices.

The 3rd choice is to try and fight it, but you will lose.

Ebay will eventually refund the buyer with your funds and let the buyer keep the item.

You will also get a strike against you for having ebay step in. 

[j_s_c_12]

@inhawaii-

Yup, ultimately I accepted the return. As I said, I've resigned myself to the fact that I'm going to eat this order. It's done. Now let's see if he actually returns it.

My only (slim) shot here is that the buyer tries to get cute and doesn't return it within the next 10 business days. According to the eBay agent I spoke to earlier today, if that happens, they will close his return claim, refund me the cost of the return shipping label, and the buyer cannot submit further claims on the item. He will also be blocked from leaving feedback on the order. The shipping label was issued through eBay, so they will be able to see if he's actually made the effort to return the item via the tracking number. Frankly, I highly doubt any of this actually happens - but I can dream. Most likely, he sends the item back and I eat the cost - unless he is a total **bleep**. I plan to take a video of me opening the return box as evidence, in case this guy sends me a box of rocks or something.

Again, this guy is an outlier. I've generally had good experiences with buyers. Most people just want the stuff you're selling, they get it, and as long as you described it well and shipped it on time, they're happy. Only a few bad apples try to game the system. It's clear this guy I am dealing with is a little "off" - I'm not even sure he is malicious. He mentioned he has some health issues (this guy has given me his life story; it's been a real trip.) Even the agent I spoke to was a bit shocked to see how many messages this guy has spammed me with. She kept saying "wow".

[the-hook-and-the-loop]

Sorry that you're having to deal with this. eBay wants to shift towards high dollar markets, but most experienced sellers on eBay won't list expensive or heavy items because of this exact situation.

When and if you receive your item back, be sure to inspect it inside and out, and report the buyer if there is anything missing or if it's damaged or not what you sent. Depending on the buyer's history and how this return plays out, there's a slight chance eBay may have your back. Keep us posted.

[inhawaii]

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@j_s_c_12 wrote:

My only (slim) shot here is that the buyer tries to get cute and doesn't return it within the next 10 business days. According to the eBay agent I spoke to earlier today, if that happens, they will close his return claim, refund me the cost of the return shipping label, and the buyer cannot submit further claims on the item. He will also be blocked from leaving feedback on the order. 

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This happens about 50% of the time with my returns.

Good luck!

[johnrj1226]

So you  meant to type "less than" a month ago vs more than...

[enerivas79]

I feel the same way, specially because I have a non return policy and I offered to do the refund once I receive the item back, because she claimed it wasn’t the size she thought and it had a bad odor that made her nauseous, I am very careful with the items I sell and I inspect them every time before shipping, so she just used that excuse because she changed her mind. I still offered the refund of what I received for the sell she was expecting a full refund and decided to contact eBay which I agreed, now she is claiming the item was defective and as the other seller explained now I need to refund more money that what I received. But this is also an isolated case most of my sales have been smooth and successful.

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.