Buyer requested return saying item is defective, but...

[yuncreations]

... but I always say No returns in my descriptions. And The item works, it's an iPhone. 

Is he trying to scam me? I hesitated when shipping it to them because looks like a new user account.

Also, in the return request he is asking a bunch of questions, I am thinking maybe he doesn't know yet how eBay works because he is new, he was asking  why the phone wasn't working, they can;t make calls. Also, maybe he doesn't know he needs to activate it with a phone service carrier? I am, really confused.

Ebay says I need to resolve by 3/6, if by then I don't hear back from buyer, will eBay proceed with the return automatically ? what will happen?

First time this sort of thing happens to me. Thanks for the help.

[m60driver]

All you can do is to accept the return and hope it is not a scam.  Alas, iPhones are at the top of the list for scam buyers on Ebay and they are attracted to new sellers and those who do not normally sell iPhones such as yourself.  And there is no such thing as no returns on Ebay or on other major online selling platforms.  That is simply not how online commerce is conducted.

[chapeau-noir]

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@yuncreations wrote:

... but I always say No returns in my descriptions. And The item works, it's an iPhone. 

Is he trying to scam me? I hesitated when shipping it to them because looks like a new user account.

Also, in the return request he is asking a bunch of questions, I am thinking maybe he doesn't know yet how eBay works because he is new, he was asking  why the phone wasn't working, they can;t make calls. Also, maybe he doesn't know he needs to activate it with a phone service carrier? I am, really confused.

Ebay says I need to resolve by 3/6, if by then I don't hear back from buyer, will eBay proceed with the return automatically ? what will happen?

First time this sort of thing happens to me. Thanks for the help.

---

If he files an INAD (not as described, i.e., defective) whether or not you have a no-returns policy, you as the seller must resolve the case by the deadline - in this case 3/6.  If you don't and eBay 'steps in' to resolve it for you, it will automatically go against you and you'll get a serious defect for a unresolved case - it only takes a few of those to tank an account.  So, don't let that happen. 

It sounds like your buyer doesn't know anything about mobile phones, but there's nothing you can do about that insofar as the case goes.  Just keep it clean and take the return.

I know it seems unfair and it is - the returns process here is pretty funky, but your biggest concern here is to not get a big defect and to protect your account.

[myescape]

Your no return policy only applies to buyer's remorse returns.Not as described puts it under ebay buyer protection which trumps your policy.And if he says it doesn't work since you can not prove it does you either accept return or ebay will do it for you and give you an account defect for getting them involved

[yuncreations]

what if they send me a broken phone in return instead ! I am really worried now. 😞 How does ebay protect me as a seller in that case?

[texasrattlesnakeshop]

Ebay will not protect you in this. The buyer can send back a broken phone, different phone, or a empty box and you still have to refund him.

[myescape]

ebay does not offer protection for that.You would have to contact the police and postal inspector

[yuncreations]

well this is ridiculous and stupid!! what the heck!! 😮 😞

[corvettestainless]

They do this because they have no way of knowing who is telling the truth, but the lean to buyers because reputation requires it. 

[yuncreations]

so unfair!! 😞 I've been a great sellers for at least 6 years! That should favor me in some way no?

[texasrattlesnakeshop]

no I have been a seller for a long while myself and they only show favor to the buyer on returns. It is one of the chance you take to sell on ebay.

[frodobagginskennedy]

YOu have NO NADA ZERO seller protection.  You could be the Lord himself as a seller you would LOSE if the buyer files a INAD.

The sooner you accept it the less it will hurt.

[alseyf-73]

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@yuncreations wrote:

Ebay says I need to resolve by 3/6, if by then I don't hear back from buyer, will eBay proceed with the return automatically ? what will happen?

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If you have not responded to your buyer yet, and eBay can see YOU HAVE NOT TRIED TO WRITE YOUR BUYER inside the return request, or outside via eBay Messages during those 3 business days, one of three actions can occur a few minutes after 11:59 pm Pacific time on Mar 6:

1. eBay will issue a prepaid return label, no charge to you, so you save on that.

2. Ahead of eBay issuing the automatic label, in those early morning hours, your buyer clicks Ask eBay to storm in, and you'll pay for a return label, earn a defect, and lose your FVF.

3. Before your buyer clicks Ask..., you click Accept the return and buy a return label from eBay or upload a return label you bought elsewhere, or you click Refund no return needed, avoid the defect, and get an FVF credit when you refund no return/refund after return.

[buyselljack2016]

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@alseyf-73 wrote:

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@yuncreations wrote:

Ebay says I need to resolve by 3/6, if by then I don't hear back from buyer, will eBay proceed with the return automatically ? what will happen?

---

If you have not responded to your buyer yet, and eBay can see YOU HAVE NOT TRIED TO WRITE YOUR BUYER inside the return request, or outside via eBay Messages during those 3 business days, one of three actions can occur a few minutes after 11:59 pm Pacific time on Mar 6:

1. eBay will issue a prepaid return label, no charge to you, so you save on that.

2. Ahead of eBay issuing the automatic label, in those early morning hours, your buyer clicks Ask eBay to storm in, and you'll pay for a return label, earn a defect, and lose your FVF.

3. Before your buyer clicks Ask..., you click Accept the return and buy a return label from eBay or upload a return label you bought elsewhere, or you click Refund no return needed, avoid the defect, and get an FVF credit when you refund no return/refund after return.

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#1 is not going to happen. The seller will pay for a return label in an INAD unless the buyer does not use the label.

[chapeau-noir]

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@yuncreations wrote:
so unfair!! 😞 I've been a great sellers for at least 6 years! That should favor me in some way no?

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It's a big complaint amongst sellers here so you're not alone.  eBay really has no way of determining who's at fault in these situations so, as said above, they favour the buyer, as apparently buyers are harder to find than sellers.  Smartphones are a big fraud magnet, but, believe it or not, most transactions go pretty smoothly.

So, just go ahead and accept the return - eBay will issue the label (on your dime) - hopefully your buyer will ship back your original phone - cross that bridge when you come to it.  Just don't let eBay 'step in' - then you'll not only be on the hook for taking the return, but they'll close the case against you.