Buyer open SNAD case. Item returned late and in working condition.

[wiregrassseller]

So I had a buyer keep a new game for approximately 2 weeks then issued a SNAD.  This was a new Switch game and I immediately suspected the buyer played the game, either completed it or didn't like it so he opened a case saying the game did not work.  It sucks, but there is not much I can do except accept the claim and issue a return label, which I immediately did.  The label was issued on February 11th and the buyer had until February 19th to ship the item.  On the afternoon of February 20th, I called Ebay and they verified the item was not listed as shipped and they closed the case and the funds were released to me.  4-5 days go by and I get the returned item in the mail.  I test the item and it works fine, as I suspected and I figure the buyer just got a little bad Karma for attempted to stick me with fees and shipping costs.  Today I get an email out of the blue saying the buyer was refunded their costs of the item.  Apparently after the case was closed, they shipped the item, then called EBay and EBay reversed the result of the case even though the seller did not ship the item within the time frame allotted.  So is this EBay's policy now, to just ignore their own policy and give the buyer the benefit even with they don't follow the rules?  It may be **bleep** for me to keep the game and the money, but the fact that the seller had no problem playing the game for 2 weeks then returning it via opening a SNAD case makes me have zero sympathy for the buyer.  Should I demand EBay adhere to their own policy and credit me with the cost of the item?  What's the point of EBay have policies that they do not enforce?  

[southern*sweet*tea]

Was the money actually taken from you? Or was the buyer given a courtesy refund from Ebay?

[castlemagicmemories]

Ebay has given buyers extended time to get the item back to the seller.  You don't know that the buyer played the game for two weeks.  The buyer may simply have had the game for two weeks.  You say this yourself...you said you suspected the buyer played the game.

So when tracking showed delivery, they refunded the buyer.  As you know, you aren't supposed to have the item and the money.

You can demand all you want to, but it's Ebay's site and they make the decisions.  Sorry, just how it is.

[wiregrassseller]

I got an email saying:

Your PayPal account was debited $44.70 for case#XXXXXXXXX...

[wiregrassseller]

I realize the buyer has 30 days to open a case, and he did after 2 weeks.  Fine, no problem.  However my issue is that the buyer did not ship the item by February 19th as was listed on the return instructions to the buyer from EBay.  They returned the item after then and after the case was already closed in my favor because the buyer did fail to ship the item.  I was even told by EBay's support that once the case was closed it could not be reopened and the buyer could not leave negative feedback.  Neither of those appeared to be the case.  

[te_1556]

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@wiregrassseller wrote:

I was even told by EBay's support that once the case was closed it could not be reopened and the buyer could not leave negative feedback.  Neither of those appeared to be the case.  

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How did you come about that second contusion?

[escuintla]

As a former student of law, LOL...…...I have to ask if Ebay is violating their own rules if anybody brings me the rules where it specifies that one of the conditions is for the buyer to input a tracking number for the item to be returned or the buyer loses his or her right to refund. 

For what I see, buyer returned the item on time but never added any tracking number so the seller, without one of the secrets for success, "communication" from the buyer didn't expect it.

You know, sellers may have "a life", they may go on vacation, or who knows what. 

[wiregrassseller]

I created a refund label for the buyer,  no tracking information needed to be entered as it was generated by EBay.

[wiregrassseller]

That they could not leave feedback?  This is what I was told by customer support when they closed the case in my favor since the buyer did open a SNAD and they case was ruled against him.

[hillbillymedia]

I`ve haven`t returned anything in a very long time. I don`t recall if the tracking is uploaded when the buyer prints the label or if they have to enter it manually when they actually put the item in the mail.

What I do know is that this is the second case I have read about in two weeks where ebay has reversed a decision when the buyer didn`t meet the original timeframe of the return.

I`ve said it a gazillion times here before.....we either have rules, procedures and timeframes on this site or we don`t. I can only come to the conclusion that we DON`T.

Ebay is once again giving special treatment for some and going against written policy whenever they see fit. This is only going to get worse as past history shows.

To another point....this was a brand new/sealed item and was returned used.

[luckythewinner]

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@wiregrassseller wrote:

However my issue is that the buyer did not ship the item by February 19th as was listed on the return instructions to the buyer from EBay.  They returned the item after then and after the case was already closed in my favor because the buyer did fail to ship the item.  I was even told by EBay's support that once the case was closed it could not be reopened and the buyer could not leave negative feedback.  Neither of those appeared to be the case.  

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Here is what eBay user agreement says: 

"You agree to ... permit us to make a final decision on any eBay Money Back Guarantee case."

[juststuffisell]

Yes

It is eBays policy to decide what they will make exceptions on, and what they will not make exceptions on.

Us sellers just have to understand that a certain percentage of buyers are going to abuse the system as it benefits them - i.e. purchased a game, played it, probably didn't like it so the think; I am going to send it back. So a NIB item is now pre-owned. Buyer gets their money, we get the loss. Kinda how it is.

Not a lot you can do but block the buyer so they can't do it to you again.

Cheers

[lex-talon]

I can sympathize your frustration. It's very likely the buyer completed the game & no longer wanted it. Used you as a game rental service, if you will.

Definitely block the buyer so it doesn't happen again.

[fern*wood]

Maybe they opened a paypal case and entered the tracking there to get the refund since the ebay one was closed.

[mam98031]

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@hillbillymedia wrote:

I`ve haven`t returned anything in a very long time. I don`t recall if the tracking is uploaded when the buyer prints the label or if they have to enter it manually when they actually put the item in the mail.

What I do know is that this is the second case I have read about in two weeks where ebay has reversed a decision when the buyer didn`t meet the original timeframe of the return.

I`ve said it a gazillion times here before.....we either have rules, procedures and timeframes on this site or we don`t. I can only come to the conclusion that we DON`T.

Ebay is once again giving special treatment for some and going against written policy whenever they see fit. This is only going to get worse as past history shows.

To another point....this was a brand new/sealed item and was returned used.

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The seller isn't charged for the return label until the buyer actually ships the item.  The item doesn't start tracking until the buyer actually ships the item.