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.

[simply-the-best-for-you]

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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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@chad503  As a seller with No Returns (though I'm currently testing some returns allowed) for over 20 years, it works for me b/c in my area of selling, the buyers are almost always honest & usually open their return requests appropriately.  It allows me to deny any Remorse returns.  It works so well for me, that I rarely even get asked to accept a return.   The other poster is correct though, that fake SNADs are on the increase.  I still get VERY few, but if it's a fake SNAD there isn't much I can do.  

Your buyer cannot 'double dip' on cases.  If they filed a Return Request with a 'didn't fit' reason & you are No Returns & Declined it, they cannot then file another case.   If they filed as a SNAD, then you're out of luck.  

[bepublic0]

Though I agree with your comments I would like to add what if sellers who  knew they were getting frauded decided to say no .No I will not accept your return and fight .do you believe that with enough sellers standing up ebay would have to listen or atleast amend the policy for more sellers protection  just a thought 

[wrong66]

No.

[ikonicstudios]

I've had quite a few of these requests and my store has a "No return Policy". When it comes to buyer mistake, accidentally ordered, or just doesn't want anymore....NOT your fault. Even in the return, it will state that "your nor obligated to accept the return" so don't. And as many of the other replies state, the buyer may open a request with their bank but again, not your issue. Because in this case, you've done everything as a seller and the seller protection will kick in and you'll get to keep those funds regardless of what they tell their bank. As long as you have the No Returns on your store policy, you are good. Also, if you get a negative feedback from this buyer and have a case opened, it can be closed and the negative feedback should be removed. 

[rugerskick]

You have a whole history of false, changing reasons from the buyer.  Do not accept the return.  Block the buyer.  If he tries a return you've got evidence from him to support your side.  Its a remorse return and you don't cover that.

[ikonicstudios]

We have a no return policy and some customers open request's because they ordered the wrong color, size, or some just found it cheeper from another seller and guess what? I send a message within the return request stating our no return policy and then I "Decline The Return" and if any negative feedback is left, I contact eBay and it is removed, very simple.

And for those return requests that claim "item not as described" or "defective" need to be returned in exact condition as it left. With most of these, the garment doesn't come back in perfect condition and refund is issued. However, when we get an item that was clearly work and damaged, we immediately contact eBay before doing anything in the return request and they have a process referenced as a "no fault" return and in our experience, eBay stepped in and we got to keep the funds and they then worked with the customer.

If everyone just follows the steps outlined by eBay, customers that have a habit of doing these requests will learn quickly that sellers are empowered. We've had just about every kind of request sent to us including chargebacks and on almost all, we've been covered because we have followed the eBay set rules. Even when we've contacted eBay about an open request that is clearly in our favor and the rep says "Have you tried solving this with this customer"? I say, "We've replied to to the customer within the request and wish to have this closed per the seller protections". Once they hear that, they usually move along and know that you are aware of the processes and the request gets closed. 

Anyhow, these are just my experiences but if anyone. has any questions, please let me know and I would be glad to help if I can :). Good day all!!

 

[ikonicstudios]

So I am reading this entire thread and everyone seems to be concerned about the customer filing a chargeback....why? Am I getting special treatment from eBay when it comes to getting a chargeback on my account because in the past year, I've received 3 and guess what? I've been covered on all 3 because I shipped the order within my handling time, shipped order with tracking to the address on the order, and tracking shows delivered.

I've had the chargeback come as "Charge not Recognized", "Defective Item", or Damaged item" and guess what? These were all covered by seller protection. Buyers will tell eBay one thing but then tell their credit card company something totally different. Once of the disputes I had was with a customer who not only bought the item, they messaged me with questions before buying the item and upon receiving their order, they even left feedback And goes what, they later opened a request with their bank that they did not recognize the charge. I kept watching this dispute which last for about 2 months and even with all the evidence to show that the customer DID purchase this item, the bank sided with their customer but I still got to keep the funds from that transaction due to seller protection. 

So again, why is there so much concern about these chargebacks when you're actually covered.  Please provide some insight as I'm starting to think that the only reason many sellers have had issues with chargebacks is because steps weren't followed or somehow guided the customer for "customer service means" on another path that possibly jeopardized the seller protection. Such case is by telling the customer to refuse the order. Anyhow, if you could provide some details, that would be great.

[downunder-61]

This is a Zombie thread from June 2021

[kh-jean]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.