Buyer opened a NAD case with zero additional information

[nicholas_knacks]

I sold this vintage Coach bag to a buyer with zero feedback / account created the day of the transaction.

Three days after delivery, they've opened a return case with Reason 'Doesn't match description or photos' and Comments 'Not as described.' That same day, I asked them to elaborate how the item is not as described to best know how to proceed. Later that day, I also DM'd them in case they're unfamiliar with navigating eBay's return systems to ask the same question. Still no response two days later.

I have until tomorrow to respond to the return request. It's looking like my only option will be to accept the return and I have no clue what could possibly be not as described about the item. I obviously will accept the return if she has found a flaw I didn't mention in my description, but I would be very surprised if there was something I missed. 

So my question to the community is - is this expected for eBay's MBG? If a buyer theoretically has a remorse return, all they have to do is use the Reason+Comments above, not respond to any additional requests for info, and wait until the seller is forced to accept the return? 

[jerseyboymusic]

You have to accept the return and hope for the best. That you actually get the bag back.

This listing has a "No Return" policy, but I think that a buyer (to get a free return label) would need to file a bogus INAD return. So you can message them until you're blue in the face and maybe deny the return, but then the buyer keeps the bag AND gets a full refund

Ebay's MBG overrides your policy

[klhmdg]

The No Refund policy has buyers lying to get free return shipping.

Buyers do not have to explain what or why, just Not As Described.

All you can do is approve the return.

If you dont, you will get a seller defect from eBay, the buyer will keep the item and you will lose the payment and still be charged the FVF.

Best just to approve and then hope you get the item back.

[caldreamer]

Yes, customer can lie and claim "not as described".   EBAY does NOT require the customer to prove anything.  EBAY always rules in favor to the customer.

If you do not accept the return before EBAY deadline (EBAY will give customer immediate refund + allow them to keep your item).   Also, you will get a defect on your account for not following the rules.

[caldreamer]

Really no such thing as no returns (EBAY Money Back Guarantee supersedes your "no returns" policy).   Better to allow returns...if customer returns item using reason "does not fit or buyer's remorse" (you only refund "purchase price" and customer pays shipping BOTH ways).

[stainlessenginecovers]

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@caldreamer wrote:

Really no such thing as no returns (EBAY Money Back Guarantee supersedes your "no returns" policy).   Better to allow returns...if customer returns item using reason "does not fit or buyer's remorse" (you only refund "purchase price" and customer pays shipping BOTH ways).

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(I know you know this; but for others reading)

Actually there is (such thing as 'no returns')- there just is not such a thing as 'no refunds'. (no returns allows the seller to 'deny' a return/refund for certain reasons. The 'no return' just means a seller does either a.) not want it back b.) doesn't want to pay return shipping for an INAD, in which they can choose to 'just refund the buyer' (without buyer having to return item).

[kensgiftshop]

Might not be anything wrong with the bag, other then the buyer not liking it.

Since you don't accept returns, buyers know they can file an INAD to return it and get a refund.

[reallynicestamps]

It's looking like my only option will be to accept the return

Yep.Send the Return Shipping Label.

Refund on delivery.

Relist

Resell.

It doesn't matter why the buyer is returning it.

If it really is Not As Described you will see the problem when you get it back.

And then you can re-Describe, relist,and resell.

Or the real reason might be that the buyer lost their job, or ran out of money, or didn't like it, or thought it would be bigger or smaller, or sobered up, or decided not to spend any money until 2028.

Doesn't matter. They don't want it.

Send the Return Shipping Label.

You can have a No Returns policy, but you cannot have a No Refunds policy.

If you don't send the label, the buyer gets the refund and keeps the item.

[ittybitnot]

 If a buyer theoretically has a remorse return, all they have to do is use the Reason+Comments above, not respond to any additional requests for info, and wait until the seller is forced to accept the return? 

@nicholas_knacks 

Yes, it works quite well, and has for a number of years now. 

It works even if you have a return policy  that includes "buyer pays shipping" (used for remorse returns) if the buyer doesn't feel like paying to have the item sent back.  Once that "not as described" reason is chosen from the dropdown menu, your item becomes exactly what the buyer says it is without question. Your description and photos will no longer matter.   In addition, what is returned in the parcel won't matter much either, nor prevent a refund to the buyer.

The process is all automated, and human intervention is no longer an option even if the buyer is complaining about a sweater, and you sold them a hammer. 

[inhawaii]

All you need to know is that a buyer wants to return something and says it's not as described.

No other information is necessary. 

[golfingaddict]

They do not have to explain

They do not have to have a real reason.

They do not even have to provide a photo of the real item  A photo of a rock will suffice.

eBay will expect the seller to issue a label and then a full refund.

But let me prepare you for the possibility that they do not even return the correct item.

They can return a rock and you will have to refund the entire payment and pay for the return label.

They can return a feather and you will still have to return the entire payment and pay for the return label.

If you do not accept the return and issue a label, eBay will force you to refund and you potentially will not get your item back.

If you get a rock back and you tried to explain, complain, fight it, escalate it or ask eBay to step in, you will still have to refund and pay for the return label.  In addition, you get a defect on your account.

And, the buyer can completely destroy your item and return it to you in bits and pieces and guess what?

You will have to refund in full in addition to paying for the return label.  If you try to fight it, eBay will force the refund (from your account) and you will get a defect for good measure.

So back to your question.

Is this expected for eBay's MBG

Yes, and you have no recourse 

Caveat: If you become a top rated seller and offer 30 day returns you can potentially hold back 50% of the price, but you will lose the Final Value Fees.  So they do offer some sellers a bone to deal with lying, cheating buyers. 

[mikkikq11]

I got one today, with the reason "doesn't work/defective" for a pair of pre-owned sweatpants. All to ensure they get refunded original shipping costs along with the free return that I offer. The buyer is also a seller of pre-owned clothing and knows how to work the system. All I can do is accept the return, eat shipping both ways, and hope karma exists. 

[inhawaii]

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@mikkikq11 wrote:

I got one today, with the reason "doesn't work/defective" for a pair of pre-owned sweatpants. All to ensure they get refunded original shipping costs along with the free return that I offer. The buyer is also a seller of pre-owned clothing and knows how to work the system. All I can do is accept the return, eat shipping both ways, and hope karma exists. 

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 I don't know how much these sweatpants were and what you plan to do with them after you get them back -but-  there is always the option to refund the buyer and let them keep the pants.

[soh.maryl]

ALL sellers (as well as all buyers) need to acquaint themselves thoroughly with the MBG, preferably before beginning to sell or buy here.  

[nicholas_knacks]

I did contact support today and learned that this situation was somewhat of an edge case. Apparently, when buyers open INAD cases, they are required to include at least one picture of the issue. 

However, this buyer called support initially with a complaint, and the customer service rep filed the return on their behalf, which is why the return in this case was so sparse on details/lacked pictures. 

The rep I spoke to today was very helpful, but she wasn't able to see any additional information on what issue the buyer had with the item, but did recommend that I go ahead and accept the return. 

So I empathize with others in this thread who have issues wrt buyers making irrelevant INAD cases, but sounds like my issue in this case was more of an isolated edge case because of how the buyer opened the return.