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.

[slippinjimmy]

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@j_s_c_12 wrote:

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

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The 30 day clock start on Delivery, not the date of the sale.

[sextons-sweet-deals]

first red flag is this: 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. You should have just blocked this person in the first place for so many questions.

if you really have the buyers comment of: 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. This should be reported to eBay along with the time frame the buyer already had item in hand. 

Second red flag:  However, I am considering reporting the buyer, considering they have stated in eBay messages that the item was not in fact defective.

Who cares if the buyer has your address. You have their address as well as eBay!

Your worried about a negative and willing to spend a couple hundred bucks for return shipping and not knowing what you will really get back.?????

Sounds like the buyer is not opening a case but just asking to return and making you nervous. 

If everything you stated is true, report them or just tell them to ship back on their dime and after receiving and testing, you will refund. 

[lamber9347]

@j_s_c_12 You seem to have a good attitude about this and that will work in your benefit moving forward. As you've already experienced, these things are rare and hardly ever happen. Most transactions go off without a hitch. Remain positive as you are and learn to really consider heavy bulky items for sale online. 

re: your point about sellers, you need to keep in mind the sheer number of millions of sellers now on this platform and the millions of daily transactions. Just imagine how many return claims there are in a single day, then imagine having a team of employees simply to support, analyze and review those claims. The cost would be insurmountable. You are selling here to make money, but eBay also wants to make money....

[j_s_c_12]

@sextons-sweet-deals, by the time the buyer started peppering me with questions, he'd already bought the item. Are you saying I should have cancelled the order right then and there, and then blocked them? That seems excessive. Though given how things turned out - I guess you are right in hindsight. But there was no way to just predict that at the time.

The seller opened a Money Back claim, perhaps because they initiated the return after a month went by. Why would I lie about that, lol? I am laying out the facts so I can get honest feedback from other sellers.

I don't think they've reported me or anything, I never said that they did. I am just trying to get a different perspective before I issue the return. I still have 2 days to respond. Anyway, at this point, based on what others have said, I plan to issue it and eat the loss. The item was big and heavy and eating the shipping stinks, but the price of the item was not super expensive.

[soh.maryl]

Just to make sure you understand:  Stating that "buyer pays for returns" doesn't mean that the buyer pays for returns if/when an item not as described case is opened by the buyer.  

[12345jamesstamps]

He knew about the 30 days. He might be covered with the 30 days.

[bonjourami]

Maybe think of local pick up only for these large, heavy items.Ive had several that went as smooth as silk.

[12345jamesstamps]

In new or present listings...go into : "preferences"....click onto the ✎ and make changes.

You can do 14 days return where buyer pays return shipping

[sextons-sweet-deals]

They are playing you! 

Don't give in. Let it play out. 

No buyer should be able to buy something and then play the dumb game on how to use it!

Don' be surprised if they send you a box of rocks if you issue a return label. 

This is just a mess!

[johnrj1226]

1.  How many  days exactly is "I sold an item to a buyer over a month ago".?

2.  eBays Money Back Guarantee has time limits - read this link

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[sextons-sweet-deals]

You did not state you already shipped it: 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.

It would be interesting to know the buyer's feedback profile. 

No one should be buying anything on the internet if they have no idea how to use it!

[soh.maryl]

As others have reiterated here, the 30 day clock on returns starts with the receipt of the item by the buyer, not by the date of purchase.  

[inhawaii]

What is the buyers official reason for the claim/return?

That has everything to do with how you handle this. 

[j_s_c_12]

@inhawaii- the buyer stated the item is defective in the return claim. As I stated in the OP, it is not defective at all, I personally tested it before it was listed, and again before it shipped. The buyer had another item he was going to connect to this, and that other item went DOA. This is all detailed in my message history. So his claim is false, and his messages to me prove that.

Whatever though. eBay support still said I should just accept the return, since the Money Back Guarantee basically covers returns for whatever reason. From what most others are saying here, I'm likely to get screwed out of both my money and the item if I give this guy a hard time.

I've chalked this up as a loss already. I'm just going to refrain from selling large items going forward - unless they are listed as Local Pickup only. More likely is that I'll list them elsewhere. I don't sell too many large items anyways.

[j_s_c_12]

@johnrj1226- he submitted it a day before the 30 day clock was up. He knew what he was doing. His feedback is fine. But as a buyer, people can only leave him positive feedback (or just refrain from leaving feedback at all.)