Buyer returned my Brand New Shoes Damaged and Ebay Sided With Him

[stepstemjo2t4lub]

I need help. I had a buyer on ebay buy my brand new shoes and return them 33 days later damaged. He claims he only used it once and the leather peeled . Ebay allowed him to file a case and send them back. I inspected the item and the leather was peeled and soles had wear marks that wasn't consistent with only trying it once. This buyer not only abused ebay return by going past the 30 day window, but he destroyed my shoes. He literally rented them! To add injury to insult, ebay has sided in his favor. I'm so upset and currently appealing the case. I've spoken to so many ebay reps and they keep telling me that I have to wait for the appeals department to make the appeal decision. It's just frustrating that they can't get them on the line at the moment. I always get the escalations department that just takes notes for me. I've been waiting for over 3 days now and hope ebay sides in my favor for this appeal. Can anyone post any similar experiences or any advice would be helpful. This is the first time I've gotten a customer like this.

[farmalljr]

Well, I'll tell you how it will end. 

Case closed in the buyer's favor. This is the risk selling online, and the TERMS in which we ALL sell under, with the MBG eBay gives buyers. 

Block the buyer, is about all you can do, and report the buyer for abusing returns. 

[bbravo65]

...although you are not allowed to post any eBay's member name, I thank you for the information...

...I wish you the best in getting your case to be reversed in your favor...be patient and consistency in your statement...

...I will pray for you...

...please keeping up your outcomes...thank you...

[silverstatetreasureboxes]

@stepstemjo2t4lub. Wow yeah he wore them to the bachelor party and then to the Wedding!

    I sure hope you win this one, it's so wrong.

[katzrul15]

my brand new shoes and return them 33 days later 

Unfortunately, your buyer only needed the shoes for a month or so....they are pretty worn for 33 days use.

My guess is your Buyer filed an item not as described for his return?  Your buyer will prevail as the item is returned and your Buyer has indicated to e-Bay it was essentially "defective".  It is highly unlikely e-Bay will reverse their decision in your Appeal.  

I am really sorry this sales experience was a poor one for you.  Please add him to your BBL (blocked buyers list) and try to focus on future sales.  Every Seller deals with these issues from time to time - most Buyers are honest - it is those who are not that we remember the most.  Good luck!  

[pcobra93]

I would paint them pink....put on a lot of glitter and send them back to him.

[mschacha]

The best thing to do in these situations is be a top rated seller with free returns and when this **bleep** happens you can refund only 50% of sale price because he obviously wore the hell out of your shoes.  I know, he shouldn't get anything, but that is the best you can do with ebay. The buyer will complain to ebay and they will refund the remaining 50% out of their kitty and not your account. I do believe you don't have to refund the original shipping either.  

[chapeau-noir]

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@mschacha wrote:

The best thing to do in these situations is be a top rated seller with free returns and when this **bleep** happens you can refund only 50% of sale price because he obviously wore the hell out of your shoes.  I know, he shouldn't get anything, but that is the best you can do with ebay. The buyer will complain to ebay and they will refund the remaining 50% out of their kitty and not your account. I do believe you don't have to refund the original shipping either.  

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You do not have to offer free returns if you're a top rate seller, just 30 day returns buyer pays.

@stepstemjo2t4lub  If you are TRS with 30-day returns you can deduct 50% for this very obvious damage.  It's at least something.

[do_918382]

...although you are not allowed to post any eBay's member name, I thank you for the information...

...I wish you the best in getting your case to be reversed in your favor...be patient and consistency in your statement...

...I will pray for you...

...please keeping up your outcomes...thank you...

[fashunu4eeuh]

The way eBay works is that the buyer’s interests come first. Sellers must look after their own interests. In order to combat possible fraud, i maintain a separate fund by adding on a few cents to every sale. This fund then covers “shrinkage.” 

That said, i have never had to tap into it because i have not encountered fraud in the 10+ years i have sold here. The overwhelming majority of transactions go off without a hitch. But there is always the possibility of loss when selling online. It is one of the unavoidable risks each seller faces.

I also offer free returns to avoid bogus Not As Described cases being opened. Been doing it this way for years without problem. My return rate has always been very low. Free returns also gives me the right to withhold up to 50% of the refund for returned goods that are not in the same condition as sold. But again, never had to do that. 

All a seller can do is to mitigate the risk of online selling, as it cannot be avoided altogether. Ebay has automated its claims process in favor of buyers, be they honest or fraudulent, the buyer will be protected.  If you go into it understanding that, you gain some advantage by knowing where you stand. It makes it simpler to deal with the occasional return. There is no fighting it. 

[shag182]

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@stepstemjo2t4lub wrote:

I need help. I had a buyer on ebay buy my brand new shoes and return them 33 days later damaged. He claims he only used it once and the leather peeled . Ebay allowed him to file a case and send them back. I inspected the item and the leather was peeled and soles had wear marks that wasn't consistent with only trying it once. This buyer not only abused ebay return by going past the 30 day window, but he destroyed my shoes. He literally rented them! To add injury to insult, ebay has sided in his favor. I'm so upset and currently appealing the case. I've spoken to so many ebay reps and they keep telling me that I have to wait for the appeals department to make the appeal decision. It's just frustrating that they can't get them on the line at the moment. I always get the escalations department that just takes notes for me. I've been waiting for over 3 days now and hope ebay sides in my favor for this appeal. Can anyone post any similar experiences or any advice would be helpful. This is the first time I've gotten a customer like this.

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YEP! Rental is right!  I worked in a big chain retail department store in the 90's. I was surprised that the policy was so liberal. The manager of the dept OK'd a RETURN of a blown out dirty pair of sneakers (looks worst than your shoes), clothes with dog hair, stains, and looks so used and worn. If you're a big dept. store, you can absorb the loss. But small sellers on eBay, it's a BIG time HIT.

Unfortunately, some creatures buy for the INTENTION of using it for whatever purpose, and then return the item after the purpose has been met. 

[pcobra93]

He definitely used them for the wedding....and the reception. That is ground in boogie beer stains you have there.....

[skeletonstore]

That's pretty egregious. What did he do,  walk 10 miles a day in them?  Does he have a job laying asphalt?  I would think someone at Ebay would see they screwed up and compensate you out of the slush fund.  I've had bad experiences on returns that were allowed over 60 days later via paypal.  I won't say what i'd do in this situation here but let's just say it's a small world. to me this is criminal not some sort of shopping mishap.  

[m60driver]

Going back decades, long before online sales existed, we would call this a Nordstom rental.  But Nordstrom has both the volume and the margins to accept these returns.  It is hard to compete online when you have neither the volume nor the gross profit margins (GPM) so source wisely and sell only items you get cheap and can sell competitively with high a GPM.

[luckythewinner]

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@stepstemjo2t4lub wrote:

Can anyone post any similar experiences or any advice would be helpful. This is the first time I've gotten a customer like this.

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If you simply read the past posts on the this message board, you will find hundreds of people who have experieinced the same thing. 

From your profile it looks like you have been on eBay for 6 or 7 years, and this is the first time this has happened to you.

Now that you know it is possible, you have to decide how often likely it will be to happen again, and whether you are willing to tolerate that risk. 

This is something every eBay seller has to wrestle with after they get cheated the first time.