Buyer order wrong item but file not as described return demand

[aeroblitzracing]

Hello

I have a buyer here who ordered the wrong item and used not as described as the reason for return.

when I asked for buyer why he file the request he fully admitted to ordering the wrong item. He claimed he didn't open the box yet.

I called eBay twice and they both told me I have to take and pay for this return because it is eBay policy.

that doesn't seem right or fair? can i get some advice on my next course of action? the buyer seems to be an experience ebayer with a high scrore from buying lots of things every month.

[kensgiftshop]

When sellers don't take returns, buyers know they have to file an INAD, even if it's a false one, to get their money back.

Once you get the item back and refund, you can appeal and try to get the return shipping charges back and you can report the buyer for abusing the MBG.

[charity_scents]

Accept the return. Send a label. Then appeal using written messages from buyer. Then report buyer for MBG abuse and block. 

[bigdeals.etc]

Yes, all of the above what the others said.

According to your info, you should have very little problem getting an agent to credit you the return shipping cost. If the first one is incompetent and denies, just call back and talk to another.

[aeroblitzracing]

okay I will try that if the buyer escalates the case. I already informed him that he is filing a false claim after admitting on eBay messenger that he ordered the wrong item

I even uploaded the evidence on the case and spoke with 2 reps they both agreed with me about the buyer filing a false claim BUT also that they don't look at the evidence or don't care what the convo contains. they said if the buyer files a claim seller must meet the demands regardless of reason and ebay will always side with the buyer in this case as his initial reasoning was not as described even tho 5 minutes he admitted to something else. none of it matters.

Why does eBay do this to their sellers in such obvious case of abuse? is it because we don't pay enough fees? or they simply don't respect the sellers? we are not just a ebay ID, behind the store page we sellers are real people with real financial obligations and sometimes cant be swindled into paying out of pocket for something we didn't do.

[kensgiftshop]

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@aeroblitzracing wrote:

okay I will try that if the buyer escalates the case.

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If you wait until buyer ask Ebay to step, you might lose the money and item.

When a buyer files an INAD and seller doesn't accept the return, they can refund buyer from your account and let buyer keep the item, plus you'll get a defect for not handling the return yourself.

[gracieallen01]

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@aeroblitzracing wrote:

Hello

I have a buyer here who ordered the wrong item and used not as described as the reason for return.

when I asked for buyer why he file the request he fully admitted to ordering the wrong item. He claimed he didn't open the box yet.

I called eBay twice and they both told me I have to take and pay for this return because it is eBay policy.

that doesn't seem right or fair? can i get some advice on my next course of action? the buyer seems to be an experience ebayer with a high scrore from buying lots of things every month.

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If that means he hasn't opened the shipping box yet, can't the buyer just 'Return to Sender'?  If so, just tell them to send it back and you will refund.

[aeroblitzracing]

The problem is he doesn't want to pay for return shipping and he seems like he knows his way around judging by his ebay score. 

To be honest i might just switch to another selling platform if Ebay doesn't side with me. A large margin of the money i make goes to ebay fees anyways. I dont see why i need to keep paying all these fees when ebay does not even follow their own seller protection policy. 

[tunicaslot]

You have to accept the return - that is the way it works now - if you don't accept the return - the buyer will escalate and Ebay will decide in the buyer's favor meaning he will be refunded - as Ebay will remove the funds from your account and the buyer will keep the item. You will also get an unresolved seller strike and a couple of those and Ebay will close your account.

It's not fair or just - but this has been the way it is since 4/18 - true or false SNAD claims have to be accepted by the seller - no ifs, ands, or buts. Once the item is returned and the refund issued. The seller can call Ebay to repeal and they should refund your return shipping cost. At that time make sure you report the buyer as well as reporting them on the site. It has been said that new seller protections will be coming out this summer - but a buyer has to have a history of abuse fir CS to take action - so if sellers don't report buyers for misuse of the Money Back Guarantee - they are not helping.

[aeroblitzracing]

so i called today during the Ebay day shift and now I'm informed that the buyer is not eligible for a return because my listing description was correct and that the buyer  admitted on ebay messenger to ordering the wrong item. 

They told me she put a detail note for the next rep incase the buyer escalates the claim 

[iaintdoingit]

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@aeroblitzracing wrote:

so i called today during the Ebay day shift and now I'm informed that the buyer is not eligible for a return because my listing description was correct and that the buyer  admitted on ebay messenger to ordering the wrong item. 

They told me she put a detail note for the next rep incase the buyer escalates the claim 

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And the rep did nothing??????????  Just those wonderful words that should make you feel warm all over.  Why didn't they close the return?

You don't want the buyer to escalate the claim . . . period.  It will not turn out well for you.

[aeroblitzracing]

They said they cant intervene till the buyer ask then to step in. But it clearly shows that if the buyer admits to ordering the wrong item / buyer remorse then it voids the buyers claim to a not as describe return. I dont understand why some ebay reps dont follow their own ebay policy 

[tunicaslot]

Be very careful because just because it's in policies doesn't mean it's current policy. Ebay changes policy constantly and don't update the policy pages. 

Someone was just on here talking about a CS that told them there is a new program being tested wherein the seller can file a counter claim - this is false - the blues came on and said there is no such test going on. Not all Ebay CS gives the right info - we see it here all the time. CS use to be able to look at Ebay messages and make a decision - that is not the way it is today so please don't be misled.

Hope for the best but expect the worst. I would appreciate it if you would keep us updated as we have neither seen nor heard of any policy changes like you are experiencing.

[goodluckselling]

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@aeroblitzracing wrote:

okay I will try that if the buyer escalates the case. I already informed him that he is filing a false claim after admitting on eBay messenger that he ordered the wrong item

I even uploaded the evidence on the case and spoke with 2 reps they both agreed with me about the buyer filing a false claim BUT also that they don't look at the evidence or don't care what the convo contains. they said if the buyer files a claim seller must meet the demands regardless of reason and ebay will always side with the buyer in this case as his initial reasoning was not as described even tho 5 minutes he admitted to something else. none of it matters.

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If the buyer escalates the request you will not be able to do anything more.  An escalated request becomes a case which both you the seller and the buyer have ended your involvement and eBay decides the final outcome based on all the details in the case.

The CSR person is telling good correct info.  You have to resolve the request which means accepting the return and getting the item back, then you can report the return and submit the ebay messaging and hopefully eBay will credit you the return shipping.

Good Luck Selling!

[castlemagicmemories]

Buyers who use Return to Sender forfeit their MBG on that item.  Unscrupulous sellers could get the item back and not refund.  Ebay wants these things to go through the Resolution Center so there is a record of what has happened and they can oversee the results if necessary.