Buyer wants to return item. I want to decline. HELP!

[chad503]

I sold some computer ram recently. I shipped on the 22nd and he messages me on the 24th with a return request. 

 He says "i dont need it anymore and my motherboard wont fit it" and his REASON FOR RETURN is "ordered by mistake"

I have "No returns accepted" on all my listings. So I declined the return as it is NOT my fault the ram won't fit in his computer. I have the ram dimensions listed as 288 pin. So he should have known if the ram would fit BEFORE buying. It is NOT my fault that the buyer missed this detail.

He messaged me after I declined it saying "i dont even have it yet, i want a refund, i cant use it"

So now my item is still in transit and I am afraid that he can either 1) say he never got the item and lie in a new claim or 2) He could damage the item on purpose and lie saying that it arrived damaged.

I do not want to accept a return as I will lose money on shipping. I am going to continue to deny his return requests but am fearful he can make up a lie about not getting the item or he can damage the item and lie that way. I know eBay is very buyer protective but when does the seller get protected. There is nothing in this story that is my fault. It's like buying something at a garage sale and then later trying to return it because it wasn't what you thought. I view it as he now owns the ram and he can resell it on eBay if he wants.

[jonathankirkland]

Technically you are right. If the buyer files for a reason like remorse or whatever then you should not have to accept the return.  However if your buyer is savvy enough, he can still open a "not as described" case with ebay once he receives the item.

If that happens, you have NO CHOICE but to accept a refund. There is no such thing as "no refunds" on ebay. You can say no returns but that means you will let them keep the item and still refund them. If a "not as described case" does get opened, do not bother fighting it. Accept the return immediately, provide a label and wait to receive the item back then refund the buyer. I would not bother arguing with or further contacting the buyer in any way for any reason from now on.

Additionally, before you continue on ebay I would highly recommend reading this:

ebay Money Back Guarantee

https://pages.ebay.com/ebay-money-back-guarantee/

[caldreamer]

If you don't accept return...buyer can "reverse charges" with credit card company.   Then buyer would get to keep item and the money.   Even though it is not "your fault" it is always better to allow returns.

[whiteyswrecking]

FYI, no returns does NOT mean NO refunds, If they know the loopholes they will get a refund and keep the part. 

They can not change the reason for the return,  so you do have that going for you. 

[chad503]

Why would a seller ever put "no returns" in their listing then if it can only come back to hurt you? When is it ever an ideal situation? Does "no returns" essentially just mean "I don't want the item back, no matter what"?

[duncanvr]

Hard situation to be in he sounds like he is a scammer. Likely if you did accept the return he would send his old part back to you. If you don't accept it he can moan to ebay who may force a return. Or as other member started do a reverse on the charge with credit company. This is where the no returns fails. I often think sellers are better off with 30 day returns buyer pays return shipping. That way at least you don't lose money on return shipping.

[certifiedcitynet]

Tell your customer to refuse the package by not opening it and marking it "Refused - return to sender".  Issue a refund once you receive back the item.

Doing otherwise will likely result in your customer getting a refund AND a free item kindly paid for by you. 

[katzrul15]

@chad503 

Only a few categories on e-Bay allow for "no" returns - most allow a Seller to state "no returns" and for a true "remorse, I decided I do not want this after all" type return, e-Bay will support that.  

As others have shared a Credit Card Chargeback can change everything.  And often, a Buyer states something is "defective" in order to be able to return it on a Seller's dime.  

Usually best to have a 30 day return policy, Buyer pays to return the item.  Understand "why" you do not want the return - none of us really wants a return.

Your buyer can and usually will leave negative feedback if a Seller refuses a return.  Typically, e-Bay will not remove same.

How much money are we talking about?

[48hrs-clothing]

Noted that buyer opened a remorse return reason "Ordered by mistake".

Noted that return was declined and return case closed.

I believe buyer can not open another return on eBay for any other reason as you are allowed only one opportunity which he has used up.

Only other option available to him is to open a Charge back claim with his credit card or Bank (This is outside of eBay) and you as seller have no choice or opportunity to decline and buyer is required to return the item using a tracked& signed service and when item is delivered they simply take the money from you and give it back to buyer.

I would message buyer and say something like noted that you made a mistake and ordered an item that was never going to be of any use and I shall do my best to help you. Please send me a message after you have received the item and we can then make arrangements to resolve this issue.

Or

Having made sure that case on eBay is closed message buyer and give him your return address and advise him to send the item using a tracked& signed service and if you receive item back in same condition that you supplied then you can will issue a refund.

When item comes back and is in same condition as supplied then you credit the amount he paid minus postage cost of sending the item plus eBay's final vale fees+ $0.30  and advise him that you have refunded all amounts minus these costs which were due to his mistake as  you will not get these back from eBay.

That way you have your item back and no losses, Relist and I believe if it sells once it will sell again.

If item comes back damaged then you do not refund anything.

[maxine*j]

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@chad503 wrote:

Why would a seller ever put "no returns" in their listing then if it can only come back to hurt you? When is it ever an ideal situation?  Does "no returns" essentially just mean "I don't want the item back, no matter what"?

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That's how eBay interprets it when they have to intervene in the refund process, so the buyer gets the refund and the item.

=

[jonathankirkland]

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@chad503 wrote:

Why would a seller ever put "no returns" in their listing then if it can only come back to hurt you? When is it ever an ideal situation? Does "no returns" essentially just mean "I don't want the item back, no matter what"?

---

Because ebay is relying on buyers being honest. If they are honest and they attempt a return for remorse then the seller can decline and that is the end of it.

However we're seeing a trend of more and more people willing to be dishonest so they aren't out any money, regardless of how it impacts the person on the other end.

I am not condoning this behavior or defending it by any means, but unfortunately in it's attempt to be like Amazon and other big retailers, ebay has unwittingly forced upon it's loyal sellers the acceptance of returns as the big brick and mortar stores do. Those huge companies can of course absorb the return rate, wheras the little guys on ebay are hurt much more by it.

The only light at the end of the tunnel is, if you can make it to Top Rated Seller status, you can get some benefits such as: up to $6 back on returns & you can reduce the amount of a refund by 50% in the case a buyer defrauds you.

[jonathankirkland]

@chad503 

I don't want you to think we are all coldhearted here. We're not. In fact I can speak personally and see each time I read one of these cases about a crook defrauding an honest seller it really upsets me. Especially when that thief has the guts to send back a box of garbage. As I've said before these yellow bellied turds would probably wet themselves trying to steal a stick of gum in a real store. But since this is online and it's all faceless and emotionless and human-less, it makes it much easier for them to steal.

Maybe ebay should require buyers & sellers to have a face-to-face meeting on webcam and a little chat during each purchase for 5 minutes. That would probably make it a lot harder for someone to steal from someone after they've seen their face. (Obviously this is impossible I know but one can dream eh?)

Anyway, the reason ebay doesn't just go belly up immediately is because 99% (or greater) of buyers ARE honest and these things do not happen often. However they do happen often in the right circumstances, such as a new seller with low feedback and heck I even think the "no returns" think in the description sometimes is a challenge for these scammers. They read that and go "oh yeah we'll see about that." Maybe not, but who knows.

The only thing you can do when someone commits mail fraud is report them as such. The way to mitigate these types of issues also is to sell lower value items when you are starting out until you get the track record to be TRS (again, 100+ sales) and then you can be a little more protected in such instances. Once the scammers catch on that TRS can subtract 50% of the refund they are going to avoid TRS sellers. They want a 100% free item not a 50% discount. So that TRS will almost in effect act like a sticker on your home that says "BRINKS home security" and whatnot.

Long story short, I am sorry this happened to you, I genuinely do feel bad for you and I hope the bad guy "gets his" somehow or some way, and lastly, I believe in KARMA very strongly. Bad karma for the thief and GOOD karma for you that some day you'll stumble onto a windfall 10x your loss here because you deserve something good.

Best of luck to you moving forward.

[chad503]

The buyer made his account 2 weeks ago and has a 3 star rating....

[katzrul15]

@chad503  - The RAM that you sold was used - it would be so easy for the Buyer to indicate to his CC company it was non-functioning.  Understand it is not, etc.

If it sold once, it will sell again.

Maybe you can email the Buyer, tell them you do not typically accept returns, but you will make an exception and if he mails it back to you, in the same condition as sent, you will accept the return, etc.  

And would continue to suggest as I did previously, as did others, that you re-consider your return policy position to avoid future issues.  Good luck to you!

[chad503]

This is my response to the buyer that I have not sent yet. Am I too harsh or am I responding wrong? Do I then wait to send the refund request through eBay AFTER I get the item back or do I open the case right now? Also, this guy made his account 2 weeks ago and has a 3 total reviews. It's very frustrating to deal with these people. Is it possible to block this buyer or any buyers that have below a certain # of reviews?

"Hello, I will refund your item if you refuse the package and DO NOT OPEN it. Take the package back to the post office and mark the package "Refused - return to sender". When I get the package back UNOPENED and in SAME CONDITION I will refund your order. Since this is your mistake and not mine I will subtract any fees that I will not receive from eBays charges and return shipping from your refund. You REALLY need to pay attention on what you are buying. My listing CLEARLY states the ram is 288 pin slot. You need to check your motherboard specs to see if it will fit. That is not my fault."