Buyer return requested

[sirdidymus37]

Buyer is requesting a return on a recently received item.  Item was sold as brand new and sealed (which it was).  Buyer is claiming there's a tear in the packaging of the video game and claiming I deceived them by not mentioning this tear in the description field. I did not see any tear (thus nothing to mention in the description) and I do not see the tear in the pictures they're sending back. Buyer is claiming they can see the tear in the pictures I have in my auction.  So if I'm not seeing this tear, and further if they're able to see the tear in the pictures and video I have listed for the item (I always put up a video as well for this exact purpose, to a potential buyer can see exactly what they're buying) .. that is not deception.  

I don't know what my options are.  I reached out to Ebay.  The representative said I can either choose not to process the refund, in which case I keep the funds but the buyer can leave negative feedback.  I'm not worried about one negative feedback because no matter how many perfect transactions one has, there's always going to be that buyer that will be a victim and ruin things even if having to embellish in attempt to make their point.

However, I'm torn because I want the buyer to be satisified but I know the package was sent as described.  Ebay is telling me that if i accept the return, if the game is returned in worse condition than it was originally shipped, then ebay refunds the buyer and my account will not be charged, I'm just not sure if I believe that.

This sucks because it feels like any buyer can claim anything they want and as a seller I have limited protections available to me.  Anyone have any experience with this?

[tarotfindsandmore]

Just accept the return, prorate the refund if warranted (and allowed by eBay), and report the buyer for abusing the returns policy...again, if warranted.  Avoid getting eBay involved, and request a feedback revision if/when the need arises.  Relist for free when you have the item in hand.  

Whatever you do, do not refund a single penny until you have the return in your possession.

[fbusoni]

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@sirdidymus37 wrote:

This sucks because it feels like any buyer can claim anything they want and as a seller I have limited protections available to me.  Anyone have any experience with this?

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@sirdidymus37 

Regrettably, most of us have experience with this.

As @tarotfindsandmore notes, your best bet is to accept the return and pay for a return label.  The buyer may have found a better price somewhere else and is making up a story about a tear in the plastic so that he does not have to pay to ship the item back to you.

My advice would be to not / not contact the buyer and to NOT let eBay get involved in this dispute.

I also would advise to accept 30 day paid returns as your return policy.  That way, if buyers do want to send something back to you, they can do so without having to make up an excuse about a "tear in the plastic."  INADs are considered small strikes against your metrics, and with paid returns you can mostly avoid them from buyers who really just want their money back.

[pikabo-icu]

Did they open an official return? What reason did they give?  Or just messages?

And was it the expensive $222. game or one of the lower priced ones?

At any rate, other members will reply with more detailed info but if they opened an official return for not as described, you must accept and issue a label or they will get to keep the item and eBay will refund them.

Good luck. 

[12345jamesstamps]

'the representative'...the last person I would listen to...

Unless this is a sale after the 30 days for a refund...is it?

You can do the return and then refund them.

Or you can very nicely ask buyer will a partial refund work.

Not sure of the price of the item...hoping it's not the 'high end auction' sold.

Remember, return shipping might work at same cost of return shipping.

'Tear in the packaging'...I don't even know why that is an issue...isn't it just like a plastic wrap?

[sirdidymus37]

I don't believe they've opened the item yet.   The reason they gave for being unhappy is whatever "tear" they are seeing.  Yes, it was the expensive item.

[pikabo-icu]

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@sirdidymus37 wrote:

I don't believe they've opened the item yet.   The reason they gave for being unhappy is whatever "tear" they are seeing.  Yes, it was the expensive item.

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Ouch, sorry.. 

Did they start an official return request through eBay or is it just messages?

[buyselljack2016]

@sirdidymus37 

The "rep" may have given you poor guidance.

If a buyer opens an "item not as described" return request you do not have the option to "not Process".

What can/will likely happen is that if you do not return to the claim and approve the return the buyer will return to the claim and ask eBay to "step in". 

When that happens eBay will refund the buyer with your funds, or provide the buyer with a return label.

If eBay has to refund the buyer you will get an account defect, and lose the FVF that would be refunded upon you refunding the buyer.

ETA: $222 item. Is it a "collector's item". Plastic has to come off to use.  And why, oh why is that Circuit City $9.99 sticker on there?

[sirdidymus37]

Why would I not want ebay involved in the dispute though? If the buyer is claiming a "tear", and I've listed honest pictures and videos of the item, I would think ebay would side in my favor, although I'm starting to feel that the buyer can say anything and ebay will side with them.

[pikabo-icu]

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@sirdidymus37 wrote:

Why would I not want ebay involved in the dispute though? If the buyer is claiming a "tear", and I've listed honest pictures and videos of the item, I would think ebay would side in my favor, although I'm starting to feel that the buyer can say anything and ebay will side with them.

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Ding ding ding...

That is exactly what will happen if your buyer opens a "not as described" return through eBay.

They will refund the buyer and let them keep the item.

That's why the return and what the reason was is important.

If it's an official eBay return request for not as described you MUST accept the return and issue a label. 
I'm sorry, I believe you but this happens and buyers know how to work the system. 

[sirdidymus37]

The item just sold, within 30 days.

It *is* the high priced item, yes.  

The packaging is whatever vacuum sealed was done by the factory at the time of manufacturing.  I didn't notice any tear, the item is sealed/new as advertised. I can't speak to the buyer regarding what they're seeing exactly or why that is an issue or relevance for them.  I imagine, as they paid quite a bit for the game, they are having buyer's remorse and using this as a way to return.

[pikabo-icu]

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@sirdidymus37 wrote:

The item just sold, within 30 days.

It *is* the high priced item, yes.  

The packaging is whatever vacuum sealed was done by the factory at the time of manufacturing.  I didn't notice any tear, the item is sealed/new as advertised. I can't speak to the buyer regarding what they're seeing exactly or why that is an issue or relevance for them.  I imagine, as they paid quite a bit for the game, they are having buyer's remorse and using this as a way to return.

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This is possible..

I hope that is the case since you can relist and resell it.

Hopefully you actually receive the same game back. 

But again if it's an official "not as described" return through eBay, you have to accept it.

I'm really sorry. 

[12345jamesstamps]

Buyer sounds like they are playing the 'game'....meaning the buyer knows how to screw a seller.

Buyer probably thinks they paid too much since the auction got high.

Can't hurt...ask buyer would a 'partial refund' work and how much? Can't hurt...

[pikabo-icu]

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@12345jamesstamps wrote:

Buyer sounds like they are playing the 'game'....meaning the buyer knows how to screw a seller.

Buyer probably thinks they paid too much since the auction got high.

Can't hurt...ask buyer would a 'partial refund' work and how much? Can't hurt...

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Yeah I'm scared for this seller.. I hope it's just buyer's remorse and they get their game back.

I just had a conversation with my son, he's an avid collector of video games, mostly vintage and he says a small tear in the cellophane is completely irrelevant. 

If it were a collectable item, figure, car etc it could make a difference to a buyer but not for a game that they need to open.

I looked close at the original listing and don't see a tear so I hope it's just regret for paying too much and not the ole' switcharoo. 

So sorry @sirdidymus37   Games can be a TOUGH category on eBay. 

[transtraders]

If it was the Clocktower 3 game you recently sold, in your video, the bottom "flap" of the seal appears to be loose(hanging). I can see it in the video when you flip the game around. Not sure I would describe that as a "tear" but I know game collectors are pretty picky about such things.