Buyer started return due to defective item, but contradicted himself in his messages

[bcrudisill7]

I don't accept casual returns, so buyer is claiming that the item is defective. However, it's clear from our messages back and forth that they didn't install it properly.

Can I dispute this return as buyer's remorse?

[bcrudisill7]

I've accepted the return. It's just utterly absurd to me that someone can make a claim and refuse to provide any semblance of evidence for it.

[soh.maryl]

Maybe we're not being clear here.  If the buyer opens a case and states that the item is defective, the seller has two options: send a prepaid return label, and refund the buyer upon receipt of the return.  Or dig in his heels and discover that eBay has refunded the buyer from the seller's funds and has told the buyer to keep the item.  

[luckythewinner]

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@bcrudisill7 wrote:

Can I dispute this return as buyer's remorse?

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You can dispute any SNAD claim you want, but the chances - and consequences - of losing are high.

[bcrudisill7]

lol yes soh.maryl I understand how eBay MBG works, but I have never personally dealt with one until now and didn't realize how someone can claim your item is damaged/defective and literally refuse any photographic or supportive evidence to support the claim.

[luckythewinner]

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@bcrudisill7 wrote:

lol yes soh.maryl I understand how eBay MBG works, but I have never personally dealt with one until now and didn't realize how someone can claim your item is damaged/defective and literally refuse any photographic or supportive evidence to support the claim.

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All you have to do is read the return policy. Nowhere in there does it say the buyer must provide the seller with 'photographic evidence'. 

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[inhawaii]

1. The buyers is always right.

2. The buyer does not have to "prove" anything.

Yes,  you may find it shocking that any buyer can lie and get away with a fraudulent return, but that's how it is. It's the cost/risk of doing business online. Fortunately it doesn't happen very often.

[bcrudisill7]

And once again it's ridiculous that a buyer can force a return based on a claim made without any supportive evidence. I mean, you find that absurd right?

I can go buy something and start a return saying it arrived all smeared in doo doo and when someone goes, "oh wow, that's really unfortunate, can you provide a picture for verification" the buyer can just be like "nah, I'm good" and eBay is totally willing to back the buyer's mere assertion against the better judgement of ...everyone??

[susanb1872]

In a perfect world, ebay would have enough employees to review each of these cases. But I can imagine that there are thousands of NAD cases every day and they just don't have the staff. It puts the seller in a bad place.

[soh.maryl]

Since eBay does not require that the buyer offer evidence of a claim that an item is not as described, your best bet is to send the prepaid return label and refund upon  receipt of the returned item.

Might be time to familiarize yourself with the MBG from a seller's POV.  

[bonjourami]

Just be aware too, because you have a no returns policy, you cannot keep any part of the buyers refund,he must be refunded in full.

[inhawaii]

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@bcrudisill7 wrote:

I can go buy something and start a return saying it arrived all smeared in doo doo and when someone goes, "oh wow, that's really unfortunate, can you provide a picture for verification" the buyer can just be like "nah, I'm good" and eBay is totally willing to back the buyer's mere assertion against the better judgement of ...everyone??

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It looks like you finally understand!  Yes, this is exactly how it works.

We may not like it. We may not agree with it. We may think it's absurd. But that's how it is. 

[bcrudisill7]

And I finally get someone who is willing to express some disdain towards it. I was beginning to think I was chatting with a bunch of AI eBay chatbots

[inhawaii]

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@bcrudisill7 wrote:

And I finally get someone who is willing to express some disdain towards it. I was beginning to think I was chatting with a bunch of AI eBay chatbots

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Although I may not like it, I kind of understand it.

As @soh.maryl said, ebay just does not have the time and personnel to "investigate": each and every NAD claim. There must be millions of them each day.  So if you have to side with the buyer or seller by default, it kind of makes sense to side with the buyer over the seller.  If ebay sided with sellers by default, could you imagine how bad for business that would be? Sorry this happened to you buddy.

[cstpos]

@bcrudisill7  I always just accept the return. If you try to argue with the buyer, they can and might intentionally damage your item just to win. Once you get it back, deduct the shipping costs and, depending on your account standing, you can deduct a %. I'm happy just to get the shipping costs and get item back and am able to relist it. You'll also get your FVF back -.30. If you try to deny the return, as many have said - you'll be out the item and the payment - ebay also charges a $20.00 dispute resolution fee if that have to step in and force the refund instead of you just sending it. The buyer can dispute the refunded amount. I have had buyers dispute the deductions and was successful in getting ebay to review our messages that proved the buyer received exactly what was listed. It's only happened a few times, but it is aggravating.

[bcrudisill7]

Yeah, makes sense. However, does eBay give sellers the same leniency when it comes time to evaluate the returned product and dock a percentage of the refund, or will they require proof then?