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.

[soh.maryl]

ALL sellers, as well as all buyers, need to read eBay's Money Back Guarantee for buyers, preferably BEFORE beginning a buying or selling career here.

What it boils down to is this:  All a buyer has to do is open an item not as described case and eBay will require that the seller front him the cost of return shipping and refund in total upon receipt of the returned item.

You can argue with eBay.  You can contest the buyer's claim.  But in the end, you will comply with the above or else eBay will refund the buyer from your account and allow him to keep the item.  

[j_s_c_12]

I understand that. I have read the Money Back Guarantee. The buyer is requesting to return the item because he can no longer use it, not for one of the listed reasons for submitting the request. The item is exactly as described; as I said, I tested it out extensively before both listing, and shipping, the item to the buyer. Frankly, the fact that the buyer's other hardware failed should not be my problem.

But thanks for confirming my suspicion that even if I were to contest the buyer's claim, I am likely to end up on the losing end. I guess the takeaway here for me is to not sell very large / heavy items on eBay, since I will end up eating both ends of the shipping cost should the buyer decide they no longer want the item they ordered.

[lamber9347]

@j_s_c_12 You are correct in so many of your thoughts. This platform offers a money back guarantee so when the buyer opens a return using defective as the reason, you will lose the case. It is a guarantee for the buyer.

No one will look at their messages, there are millions of daily sales on this platform so not enough time to view each. This isn't a court of law, simply a platform for sellers to sell items. Reporting a buyer is there really just to make sellers feel better, but nothing will come of that, however if it makes you feel better than report them. 

Any sale you have the buyer will have access to your address. If I knew your actual name, I could Google it and reply back with your home address, email and phone number within minutes, this is the internet. 

You are correct that selling heavy or high-priced items online comes with risk. You are selling to complete strangers to you who live across the country. If that isn't worthwhile to you then only sell small items moderately priced. Save heavy items for yard sales. 

If the return shipping is hundreds than you should simply refund the buyer and move along, plus report them. If you want the item back then you have to pay for return shipping, that's how it works. If you don't within the short time limit, eBay will refund them and give your selling account a demerit for having to become involved. 

Best of luck to you.... 

[vintagecraze50]

If you cannot shoulder the costs of a return for a heavy item like this then I would refrain from selling items of this sort. Sellers who do large volume in sales for such expensive ship back items can shoulder that cost.

[j_s_c_12]

thanks @lamber9347 , that's exactly what I was afraid of. I guess my best option is to suck it up and issue a return label - I definitely want the item back, after all. I'll then just need to sell it on another platform rather than risk taking a second bath on the item on this site. This buyer has definitely wronged me, but from what you're saying, eBay isn't even going to give it a second thought.

I do find it odd that eBay makes its revenue off of fees they charge sellers for selling items - but sellers seem to have almost no recourse in these situations.

[j_s_c_12]

@vintagecraze50- this isn't about "shouldering costs". I can afford it, that's not the problem. It's the principle. The buyer submitted a false claim that the item was defective when it was not. They are not being honest- and our eBay correspondences back that up.

Again though - my takeaway here is to not sell big items. I am a small seller, not a large shop, so incidents like this aren't a drop in the bucket for me.

Anyway, thanks for the replies. At least I know what the best course of action is.

[12345jamesstamps]

I might suggest instead of seller doesn't offer returns to do buyer pays for returns. Just a thought for big heavy items. The buyer might just think twice about returns. Plus the buyer has to open the correct claim for a seller to pay for return shipping.

No returns does not mean no returns on eBay. Just saying no returns and not refunding and eBay escalates the claim can mean buyer keeps the item plus the refund.

If buyer opens a claim after "30 days"....a claim can be open within 30 days to get a refund. So I don't know when this buyer opened a claim.  "Over a month ago"....is it more than 30 days? 

I had a buyer open a claim 6 months later, 3 months later and now I have one opened 2 months later. Doesn't mean the buyer will get a refund and yes they got no refund. Why eBay lets buyers open a claim after 30 days is beyond me.

[fern*wood]

Ebay does have a few limited protections for faulty returns if you are a TRS with at least a 30 day return policy or offer free returns.  Otherwise, you seem to know the drill.  We have definitely limited our exposure to most heavy items due to the costs involved.   This reminds me there are still a couple we should end.

[j_s_c_12]

@12345jamesstamps- where do I need to go in my account settings to set it so buyer pays for returns? That seems like what I need to do going forward - assuming I plan to sell large items again in the future (hesitant to do that at this point.)

[j_s_c_12]

also, the buyer opened the claim on the 31st day. Purchased 9-15, claim opened on 10-16.

[vintagecraze50]

I learned many many years ago. I have sold on here for over 17 years, that when a buyer wants a return for the most part they will be allowed to do it. The MBG here is at least 30 days. People can also do chargebacks on their credit cards or PayPal for up 180 days. Seen many a newer seller on here refuse a return, give the customer trouble and then Ebay will step in and refund the buyer in most cases unless the customer has grossly done something wrong. Like file a not received claim when package shows delivered. You are pretty much protected from those situations on here, and I have won many chargebacks as well for people trying to steal our merchandise and when ebay can see that the package has been delivered.

[stephenmorgan]

Maybe a False Claim.  The more appropriate choice would be "Changed my mind".

You mentioned you sold this over a month ago.  Has the item been delivered at least 30 days ago?  If it was delivered over 30 days ago you should not to obligated to do anything.

eBay does look at messages.  The problem is they do not always look at messages referenced to them by the seller or buyer and may make a decision and force the refund.  If you have proof that they made the wrong decision (the messages) you can have that decision overturned, but it takes a lot more work on your part and you can expect it to continue to be denied until you reach a competent authority who will look at the entire picture.

[vintagecraze50]

Regarding the False Claim situation. I do not want to scare you about this as I have done well on here , rarely a problem but I learned that people can tell you a Martian jumped out of their box instead of their item making a claim and you really should alway respond to any claim. “Return for refund”. Simple, no fights, no questions asked. Done. Then block those buyers from EVER purchasing from you again.

[j_s_c_12]

@vintagecraze50- oh, he's definitely going on the block list once he ships the item back to me. Based on some of our messages, I get the distinct impression that this wasn't his first rodeo. But by the time I had a hunch something was "off", he'd already bought the item. Simply cancelling the order would have resulted in negative feedback and a transaction defect. Not really worth it, I just hoped it would go smoothly. Nope.