Buyer started a return request but item is working as intended

[maj_mja_pdec5r3mm]

I confirmed before the shipping that everything worked as intended and shipped off the item. However, the customer is messaging me saying it's not working as intended. I gave them support through another chat as well as resources to support them, but in the end, is ebay going to force me to refund? I know its not physically damaged because the refund request was not for physical damage. Would I be able to tell ebay beforehand that everything was working before?

[kensgiftshop]

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@maj_mja_pdec5r3mm wrote:

it really is bull**bleep** that ebay favors buyers this much. do they even ask for proof it’s not as described? I’ll keep fighting this case up until ebay forces me to return it. the item is literally as described i hate that this is a thing. 

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No, the buyer doesn't have to provide any proof.

You only have 3 days to accept the return and pay return shipping.

If the buyer ask Ebay to step in, they will refund the buyer from your account and let them keep it.

There's nothing to fight, accept the return or just refund.

[femmefan1946]

EBay does not force the return.

The seller is perfectly within his rights to refuse to pay return shipping.

BUT

No Returns does not mean No Refunds.

If the seller refuses the return and/or does not supply return shipping, the buyer wins the Dispute, keeps the item and gets his money back.

[wrong66]

You have 3 days to respond and send a return label. If you let the case time out and eBay steps in, you will lose both the money AND the item. Don't hesitate. Do it NOW, much as you hate it. It's just the way things are. Fair, or not. Your "no returns" policy will just be seen as you not wanting the item back.

[siliconalleyelectronics]

I run into this a lot from selling electronics, the majority of INAD returns I get work perfectly fine when I receive the returns, the ones that don't work have been damaged or tampered with (mismatched serial numbers, removed warranty stickers, missing parts, ect.). The latter situation makes up a relatively small number of the returns though which is fortunate. I don't have any issues taking returns as it's part of doing business, if you want a real returns nightmare try selling on Amazon. My biggest issue is there seems to be no way to appeal to Ebay so that these INAD returns don't count against you in your total return rate within the service metrics.

[ittybitnot]

do they even ask for proof it’s not as described? I’ll keep fighting this case up until ebay forces me to return it. the item is literally as described i hate that this is a thing. 

@maj_mja_pdec5r3mm 

On eBay, your item becomes whatever the buyer says it is.  They are not required to provide any documentation, and your photos and description are immaterial.   The process is automated, and customer service will not intervene even if the buyer is complaining the nightgown you sent is missing a button, and your product was actually a  laptop computer. 

As suggested, you are not FORCED to take a return, you are coerced into doing so to avoid additional penalties. The most remarkable "penalty" is taking the money from your proceeds, giving it to the buyer, and allowing them to keep the product at no charge. You get a defect for "case without a seller resolution" as well. 

We do indeed understand what you are experiencing, and know it is not pleasant.  People are just trying to explain how the process plays out, and the results of any choices you make in the pre-determined flow of things. 

[maj_mja_pdec5r3mm]

Yeah i understand. Just hoping they don’t escalate