Buyers returning used items

[lostnaz]

I sold an item and the buyer requested return as defective.  The item was not defective, but was used by the buyer for several weeks. eBay refunded them and rejected my dispute. I couldn't resell the item because it was used, do I'm out the new, sealed item, $ and cost of return label.

eBay says this wouldn't have happened if I accepted returns in my auctions.  How is that so? How are others deal with buyers who "free rent" items, then return for refunds, used? I'm about done with this platform as no seller protection. 

[chevymontecarlo88]

@lostnaz 

That is a tough one and i would immediately block the buyer so they cannot purchase from you again. Yes, some buyers will lie about a return so they can use it or if they have buyer's remorse and want the seller to pay for the return shipping. Even if you don't offer returns on your items, buyers still can lie and say the item was not as described or defective. 

What was the item they returned as defective?

[lostnaz]

A set of ear buds.  They were in a sealed box and buyer had used them, so I can't resell. This isn't the first time I've had a buyer pull this. Last time it was a brand new set of lipsticks.  She used them, then returned saying she was allergic and eBay refunded her. There seems to be no seller protection from buyers like this. 

[mam98031]

@lostnaz 

You appear not to understand what a No Return Policy means on Ebay.  The following is really important information for you to know and understand.

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to, they can accept the return and have the buyer pay the return shipping.  If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

[mam98031]

Also learn how to process a Return Request.  In the future you do have rights, but you first have to process the Return Request correctly.  Here is another policy to know intimately.  And once you start studying this policy, if you have questions, feel free to ask.

Please don't glance at the policy then assume you know how it works, because clearly you do not.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

Some highlights of the above policy that are important.  Make sure you expand those Plus mark icons that lead to more information.

How to deduct from the buyer's refund when the item is returned in a different condition

If you qualify to deduct an amount from the buyer's refund:

1. Find the item in your Returns dashboard.
2. Select Report Problem or Refund Now and enter the reason for the deduction.
3. On the next screen, select the percentage you want to deduct from the refund amount (see our guidelines below).
4. Add a comment explaining why the refund isn't full.
5. Select Refund now.

Guidelines for how much to deduct from the refund

Here are some guidelines to help you determine how much to deduct from the buyer's refund.

Condition of return	Refund deduction guidance
Excellent condition: Unused, undamaged, or unaltered All items included in the original package Factory or vacuum seal must not be broken/opened (if applicable) Original tags included & attached (where applicable) Must include provided certificates of authenticity, grading, or appraisal	No deductions
Good condition: Missing original packaging Factory or vacuum seal is broken/opened, but the item is still in its original condition Original tags included but unattached	5%–10% deduction
Fair condition: Missing parts Some signs of wear or use Item has been installed Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings Original tags missing	15%–30% deduction
Poor condition: Significant signs of wear, or significantly different than how it was shipped to the buyer Missing essential parts Item is damaged, scratched, defective, or requires service or repair  Missing provided certificates of authenticity, grading, or appraisal Opened items that cannot be resold (perishables, liquor, makeup)  Sold multiple items but the buyer didn’t return all of them	35%–50% deduction

[mam98031]

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@lostnaz wrote:

A set of ear buds.  They were in a sealed box and buyer had used them, so I can't resell. This isn't the first time I've had a buyer pull this. Last time it was a brand new set of lipsticks.  She used them, then returned saying she was allergic and eBay refunded her. There seems to be no seller protection from buyers like this. 

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You should have put the buyer on your BBL after the first return request.  I know that is easy for me to say and I'm sure you realize it now and have taken care of that oversight.

[pickapaper]

@lostnaz wrote: "A set of ear buds.  They were in a sealed box and buyer had used them, so I can't resell. This isn't the first time I've had a buyer pull this. Last time it was a brand new set of lipsticks.  She used them, then returned saying she was allergic and eBay refunded her. There seems to be no seller protection from buyers like this. "

I can't speak for the ear buds situation but don't assume the buyer was lying about being allergic to the lipsticks.  A lot of people are allergic to certain dyes or other chemicals used in cosmetics; I am one.  I don't use cheap cosmetics but sometimes will get a product I am allergic to, even in a brand/product I have used for years.   And speaking from experience, having an allergy reaction to a cosmetic item is not a pretty sight. 

[mam98031]

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@pickapaper wrote:

@lostnaz wrote: "A set of ear buds.  They were in a sealed box and buyer had used them, so I can't resell. This isn't the first time I've had a buyer pull this. Last time it was a brand new set of lipsticks.  She used them, then returned saying she was allergic and eBay refunded her. There seems to be no seller protection from buyers like this. "

I can't speak for the ear buds situation but don't assume the buyer was lying about being allergic to the lipsticks.  A lot of people are allergic to certain dyes or other chemicals used in cosmetics; I am one.  I don't use cheap cosmetics but sometimes will get a product I am allergic to, even in a brand/product I have used for years.   And speaking from experience, having an allergy reaction to a cosmetic item is not a pretty sight. 

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The the buyer should ask the seller if a certain ingredient is in the lipstick or other product BEFORE buying.  It is unfair to purchase, hope for the best, use it, decide it is not for you and then the seller pays for everything to include the lipstick that can not be resold.  

Buyers have responsibilities too.

[doc-holmes]

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@mam98031 wrote:

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@lostnaz wrote:

A set of ear buds.  They were in a sealed box and buyer had used them, so I can't resell. This isn't the first time I've had a buyer pull this. Last time it was a brand new set of lipsticks.  She used them, then returned saying she was allergic and eBay refunded her. There seems to be no seller protection from buyers like this. 

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You should have put the buyer on your BBL after the first return request.  I know that is easy for me to say and I'm sure you realize it now and have taken care of that oversight.

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I don't think they're the same buyer. 

[gwens*4saleitems*]

Do not assume just because an item is still in the original packaging that it will work as described.

I worked in receiving at a couple of retail stores and I can tell you that packages are not handled with kid gloves.

How do you know that the earbuds worked? Did you open the package and try them?

NO RETURNS does not mean NO REFUNDS as eBay has a Money Back Guarantee. It's that simple.

[ellasbeautyboutique]

I have been through this ordeal because I sell beauty care products. You mention several weeks, so I assume you mean within 30 days. I do not understand why, as buyers, eBay allows us to select the option of DOES NOT ACCEPT RETURNS if they enable the returns and then force us to pay refunds and return postage.

One thing I do not do when it comes to returns is accept them online. I always call eBay and start a case, especially when they’re trying to scam me. It took one time when I had a buyer try to return something after 20 days, claiming they received it with pubic hair; yup, I am not joking. Because I did everything online, eBay found in favor of the buyer, and I was out the product amount and return shipping cost. I was furious and wound up getting in contact with eBay because I knew for a fact the buyer was lying. I eventually got refunded by eBay, but it was a hassle. The customer service rep I spoke to gave me the best advice. They explained I should never do anything directly online regarding returns. If the buyer is trying to scam me, I should call and start a case for each return. Since that incident, I’ve had some people try to return items. I called eBay and let them know the individual wasn’t honest. I explained everything in detail and got a case number from the customer service rep. Then, I sent a message to the buyer, letting them know that I had started the case with eBay because I knew I had sent them a brand-new product. I provided them with the case number and told them they should call eBay customer service, give the case number, and explain their side of the story. I also leave the buyer a detailed explanation of why I don’t believe them. It's good to have a Paper Trail. Seventy-two hours later, I call back again before the case is turned over to eBay to step in. I give the case number and ask them to read the messages between the buyer and myself, where I asked the buyer to please call and explain their side of the story. The key is most scammers are not going to take the time to contact eBay customer service with that number you give them because they know they’re lying.

Since I started handling returns this way, eBay has never found a return in the customer's favor. I have had customers who have no fault of mine, or theirs start a refund because something happened to the product during shipping, and I just refunded them and let them keep the item. But you can always tell those people are being honest because of how they approach you regarding the return. Another key thing to remember is that if the buyer did not message you first to try and solve the situation before requesting the refund, you must tell customer service when you call. A buyer must try to work things out with the seller first; if they don’t, that’s another key to them trying to be scammers.

Sorry if this is all over the place, but I’m trying to give you an idea that if you think a buyer is scamming you by trying to return something, always call eBay and start a case first. Only use the option to message a buyer through the return process online. If you use the online process and never call eBay, eBay 100% of the time, will find in favor of the buyer.

[pickapaper]

@mam98031 wrote 

"The the buyer should ask the seller if a certain ingredient is in the lipstick or other product BEFORE buying.  It is unfair to purchase, hope for the best, use it, decide it is not for you and then the seller pays for everything to include the lipstick that can not be resold.  Buyers have responsibilities too."

And just how is a person supposed to know exactly what ingredient she is allergic to so that she can ask a seller if the ingredient is in the product?  Most cosmetics do not even list the ingredients and even if they did, it would be impossible to try to figure out which ingredient is causing a problem (without hiring a lab to do extensive testing which would cost a major fortune) and try to keep track because the companies might change formulas or ingredients.   I use department store cosmetics and have used the same brands for years.   I use the exact same product over and over and then suddenly I buy a new one and have a reaction.   I just assume that the company changed something in the formula but I don't know what.    

I'm not saying that it is right that a customer uses a cosmetic product and then returns it.  My post was in response to OP who inferred he thought the lipstick lady was lying about the return reason and I just was saying that there really are cosmetic allergies.  

[mam98031]

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@pickapaper wrote:

@mam98031 wrote 

"The the buyer should ask the seller if a certain ingredient is in the lipstick or other product BEFORE buying.  It is unfair to purchase, hope for the best, use it, decide it is not for you and then the seller pays for everything to include the lipstick that can not be resold.  Buyers have responsibilities too."

And just how is a person supposed to know exactly what ingredient she is allergic to so that she can ask a seller if the ingredient is in the product?  Most cosmetics do not even list the ingredients and even if they did, it would be impossible to try to figure out which ingredient is causing a problem (without hiring a lab to do extensive testing which would cost a major fortune) and try to keep track because the companies might change formulas or ingredients.   I use department store cosmetics and have used the same brands for years.   I use the exact same product over and over and then suddenly I buy a new one and have a reaction.   I just assume that the company changed something in the formula but I don't know what.    

I'm not saying that it is right that a customer uses a cosmetic product and then returns it.  My post was in response to OP who inferred he thought the lipstick lady was lying about the return reason and I just was saying that there really are cosmetic allergies.  

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One would hope that the buyer knows what they are allergic to.  My son knows what he is allergic to.  My friend knows exactly what she is allergic to.  If someone does not know what they are allergic to, they need to change doctors to one that keeps them informed.