Deceitful Buyer is Allowed to Return Item for full refund.

[bandgindustries]

I am so angry at Ebay right now. I had a Buyer who purchased an item, then sent me an email stating that she had purchased the wrong item. She clicked too fast to secure the deal and it isn't what she wanted. I told her I had a no return policy but if she wanted to pay the shipping fee's to return the item, then I would go ahead and allow it. She files a case with Ebay and they not only gave her a full refund (so I paid for shipping TWICE), but they blantantly falsified records on top of it stating that I had not responded to the case. I have clear proof from Ebay that they received my response.  I am currently trying to figure out how to go after Ebay for at least my cost thus far.  Anyone have any experience with this type of transaction or going after Ebay?  Thank you.

[jonathanbrightlight]

How did you pay for shipping twice if they just refunded the purchase?

How did you respond to the case?  What type of case was opened, exactly?

There's a lot of detail we need to know if we can advise you.

[kensgiftshop]

Sounds like the buyer filed an INAD, which means, the MBG overrules your No Returns.

You can report the buyer for abusing the MBG, but it won't change anything.

[ebooksdiva]

What type of case was it and how did you respond to it? 
Let me guess....

You have a no returns policy that eBay's money back guarantee trumps that when a not as described, damaged  or missing parts and pieces case is opened.  
Your only response to those cases would be issues a return label and refund the buyer when the item is returned.

If eBay had to do it for you that tells me you did nothing in the case, and the buyer asked eBay to step in. I'll bet you also received a defect for cases closed without a seller resolution. 

Returns and INR cases are all automated. 

[animal-house-8]

First of all there is no such thing a a no return policy on ebay, if you sell on ebay you take returns period.

[whatmorefabric]

Ebay takes Credit Cards,  so you take returns even though you have a no return policy.

[ebooksdiva]

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@animal-house-8 wrote:

First of all there is no such thing a a no return policy on ebay, if you sell on ebay you take returns period.

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There is a no returns policy, but it is for remorse returns. Those returns can either be accepted or denied by the seller. 

[jonathanbrightlight]

Technically you don't have to accept returns.  You do have to refund the customer if you choose not to have them return the item, however.

[caldreamer]

Would have been easier if you agreed to "cancel order" immediately when customer asked you to (assuming you had not already mailed the package).    It is always a mistake to play hardball when a customer is asking to cancel or return an item. 

EBAY Money Back Guarantee (supersedes "no returns" policy) and allows customers to claim "not as described, counterfeit, defective" (you will be forced to refund "purchase price + shipping BOTH ways).   EBAY does NOT require customer to prove their claims.  EBAY always rules in favor of the customer.

Better to allow returns your listings...at least that way if customer "opens returns" using reason "changed my mind" (customer gets stuck paying all shipping costs).

[animal-house-8]

99.9% of remorse buyers use IND so they do not have to pay return shipping, just like what this person did we can only assume cause OP did not say, can't do nothing about it, doesn't matter how many messages they sent saying they bought by accident, if they file a IND they get their money back. They may have bought by accident but still the item just didn't look as good as the pictures. Thats all it takes, done deal.

[iamalwaysright]

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@bandgindustries wrote:

I have clear proof from Ebay that they received my response.

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Can we see a screenshot of your proof of your response to eBay in regards to this return?

[iamalwaysright]

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@animal-house-8 wrote:

99.9% of remorse buyers use IND so they do not have to pay return shipping

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False. This is far from true based on the returns I get. Your statement would mean that out of every remorse return I get, I should have at least 999 SNAD returns following it before getting another remorse return. It would actually be more than 999 if you include the legitimate SNAD returns. I’m sure many other sellers don’t experience anywhere near that percentage neither.

[iamalwaysright]

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@mic_351673 wrote:

If a buyer tries to deceive you and return an item for a full refund, your best move is to report it to eBay right away with any proof you have.
True. But there is no place to show proof when you report a buyer. Your proof would have to be simply stated in your testimony text field.

You can open a case through their Resolution Center to help sort things out.
What?? No, sellers are unable to open a case against a buyer in the Resolution Center (now called the Requests and Disputes page).

Also, to avoid this in the future, take clear photos and write detailed descriptions of the item before you ship it, just in case.

Not just before you ship it, but rather before someone buys or bids on it. There’s no point in taking clear photos and descriptions after a buyer pays and you haven’t shipped the item yet.

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[bandgindustries]

I do want to mention, I am not a seasoned Seller on Ebay.  I am a disabled person and only selling some personal unused items and items in my Fathers junk to clear out some clutter and try to recoup a few dollars. I have only sold a few things and am no way makig a large amount of money. I may not even make the amount to qualify for the IRS notification. 

I mispoke on shipping twice. I should have said that I had to pay return shipping once. Ebay also charged their fee's on the shipping.

When I shipped the item, I refunded the Buyer a few dollars because shipping costs were a little less than expected. I have done this on a couple of items as I think it's only fair. 

When I was notified by Ebay the Buyer requested a return based on item not as expected, I refused the return and sent them the email the Buyer had sent me admitting they clicked on the wrong item in a hurry to get the price. They also blamed Ebay for misleading them in their search.  The item was VERY clearly depicted on what it was in the pics. When I responded to the Buyer stating that although I have a 'no return' policy, I understand things happen, and if they wanted to ship it back at their expense, I would accept the return. They did not want to pay for the shipping back of the item so they put in a case stating item was not expected.  

Ebay granted them the return and refund.  One of the case notes say that Seller did not respond however I have clear proof where Ebay acknowledged my initial response to the request to return. When I called the helpline, they told me I need to understand the pyschology of the Buyer.  What the heck does that even mean!?!?!  I tried to explain the Buyer blantantly lied about why they wanted a return/refund, the Ebay Rep said again that I am not understanding the pyschology.  I gave up and asked for a Manager. He said he would have one call me, however they then closed the case and I still have no call from them. 

I hope I have included all the info needed for advice on this situation. Thank you.

[bandgindustries]

Thank you for responding.