Buyer was able to open return after 46 days... Why?

[jm_quality_apparel]

I posted yesterday asking for advice the story continues. I have a customer who I sold a new DVD recorder too 46 days ago it was still wrapped in plastic however, the box was open he initially was complaining it did not come with a manual. I never claimed there was a manual but I could see where the person might need it. So I spent time searching online and found it for them. I provided them with the link to the manual. It was suggested to me as the best way to get it too the customer. Which seems like it would have solve the problem. Wrong! As I was advised by some people who answered my first post this person is trying to run a scam. Now they have opened a return claiming the unit was not "new" citing 2 problems scratches and a stain on the remote. I can prove from pictures this was not the condition the item was in when I had the item. Why is eBay allowing them to open a return? I thought customers had 30 days under eBay's guaranteed money back program & my personal return policy is 30 days. What are my options / best course of action? Thank you for your time & advice. 

P.S. I know this doesn't really matter but my guess would be the person had some media (VHS) they wanted transferred to DVD. They used the recorder to make the DVDs they wanted and now have no use for it anymore so they want to return it. Do we have literally no protection where does it end? If someone can just use an item for as long as they want then just return it and expect a full refund. Thanks for putting up with my complaining. I understand this is a business.

[simba6]

When was it delivered?  eBay gives 30 days from delivery.   Still 16 days seems a bit long for delivery.

[lakefor94]

---

@theteamsetguy wrote:

@broto_64 ,

Horrible advice, the buyer will open a chargeback request with his bank and the seller will pay a $20.00 chargeback fee, lose the item, and all money he received for the item if he declines return. 

---

Not always true.  I have had at least 3 returns that were past the 30-day delivery and I declined them all. No chargebacks.

All 3 were under $150.

Now... If they were very expensive items and I figure I would be getting them back in resellable condition (game time decision) I would accept the return.

That is why I asked the OP what the cost was on the shipping and the item.  Chances are, the OP might not even want the item back, thus possibly declining the return. If you don't want the item back, who cares about the chargeback?  I would roll the chargeback dice for $20.  

Plus, if you don't fight the chargeback, is there still a $20 charge?

[frankenhobbit]

If it is the Magnavox. looks like it was 36 days (Nov 26), not 46 days since it was sold. With standard shipping, depending on how fast you actually packed and shipped it, they may well be just within the 30 days. You also offered Free Returns on the item.

Also, if the manual is missing and the box is open, you cannot really call it 'Brand New'. 

Unfortunately, if the date it was DELIVERED is 30 days or less from when they opened the case,  not much you can do. 

I do think there is a good chance you are correct in that they used the item until they no longer needed it, but personally, i cant see $100 being worth the hassle. 

New: A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is found in a retail store, unless the item is handmade or was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

[stainlessenginecovers]

If it was listed as 'new' and didn't come with EVERYTHING a new one would, then buyer has a case...but as others stated, buyers have 30 days beyond delivery date. If it's past, the case would have told you that 'you CAN deny this claim'

[lakefor94]

---

@frankenhobbit wrote:

If it is the Magnavox. looks like it was 36 days (Nov 26), not 46 days since it was sold. With standard shipping, depending on how fast you actually packed and shipped it, they may well be just within the 30 days. You also offered Free Returns on the item.

Also, if the manual is missing and the box is open, you cannot really call it 'Brand New'. 

Unfortunately, if the date it was DELIVERED is 30 days or less from when they opened the case,  not much you can do. 

I do think there is a good chance you are correct in that they used the item until they no longer needed it, but personally, i cant see $100 being worth the hassle. 

---

I finally found the item as well. 

The OP has some options here IF the return was indeed past 30 days from delivery. Declining is one of them.

OP is TRS and offered a Free Return in that listing. Seems like the return would have been automatically approved if it was within the 30 days from delivery.

If the buyer sent the item back in less than desirable condition, the OP can deduct 50% of the refund so there are some protections in place.

Perhaps the OP will read thru the thread and return with some more information. 

[fab_finds4u]

They offered Free Returns? 

Then their goose is cooked.  They need to provide a return label ASAP or eBay will step in and refund and let the buyer  keep it.

When your policy is returns accepted a buyer can return an item for any reason and the seller must accept the return.  

. 

[lakefor94]

---

@fab_finds4u wrote:

They offered Free Returns? 

Then their goose is cooked.  They need to provide a return label ASAP or eBay will step in and refund and let the buyer  keep it.

When your policy is returns accepted a buyer can return an item for any reason and the seller must accept the return.  

. 

---

Not if it is past the 30-days from delivery date. 

If past the 30 day money back guarantee date, the seller can decline.

[12345jamesstamps]

I had a buyer open a claim after 6 months and another one at 3 months. It doesn't mean buyer will win. They are allowed to do it.

Just fight it. Reply it's been after "30 days" in the claim. Buyer will try to escalate it buy won't win. I have been "around the corner" a few times with this issue.

I also had a buyer do a credit card dispute with me after 280 days....and I won and his bank lost.

[jm_quality_apparel]

To answer some of your questions. It was delivered November 21st so still outside the 30 day range. However, I do agree the best course of action would be to accept the return. Now I will be receiving back a used DVD recorder not new as it was when I initially sold it. So will eBay have a problem with me issuing a partial return based on the condition it's in? If the customer then wants to dispute it with their financial institution that would be their choice. If they are going to rip people off why not make them work for it. I would have the DVD recorder back so I wouldn't be risking anything. I am not that concerned about the monetary value anyway it's the principle. I understand returns are a cost of business I have issued returns in the past one on the very last day. Its annoying but its part of the business like some have said. That's why we have return guidelines so we aren't being taken advantage of any more than necessary. It just seems like a slippery slope. Thank you again.

[jm_quality_apparel]

Sorry Nov 29th not 21st. My math was wrong but still over 30 days

[12345jamesstamps]

Did eBay put a hold on the amount of the sale of the item? If not, buyer will not win.

If there is a hold on those funds...then you will have to do a return....but...be careful... I have had a hold on a return and eBay took it off a few days later doing nothing.

[lakefor94]

If the buyer sends the item back in less than desirable condition, you can deduct up to 50% of the refund so there are some protections in place because you are TRS and accept returns

[kensgiftshop · Accepted solution]

Even if the MBG has expired, they can still open a case.

The only difference is Ebay won't get involved, it's between the buyer and seller.

You can deny the return.

The buyer could still go to their credit card and do a charge back, then, you'll loose the item and money.

[lakefor94]

---

@lakefor94 wrote:

If the buyer sends the item back in less than desirable condition, you can deduct up to 50% of the refund so there are some protections in place because you are TRS and accept returns

---

@jm_quality_apparel 

Just don't plan on mentioning the shipping either way in a refund deduction since you had Free Shipping in the listing and Free Returns as a return policy. You can't deduct anything for shipping.

You can only deduct for depreciation of the product if it is used or damaged.

[lakefor94]

---

@lakefor94 wrote:

---

@lakefor94 wrote:

If the buyer sends the item back in less than desirable condition, you can deduct up to 50% of the refund so there are some protections in place because you are TRS and accept returns

---

@jm_quality_apparel 

Just don't plan on mentioning the shipping either way in a refund deduction since you had Free Shipping in the listing and Free Returns as a return policy. You can't deduct anything for shipping.

You can only deduct for depreciation of the product if it is used or damaged.

---

@jm_quality_apparel 

And I failed to mention that when you use the refund deduction, eBay does NOT refund any of your Final Value Fees from the transaction.