Declined return request-buyer said they will send item back anyways and dispute with bank?

[ocean_waves-8]

I'm a bit concerned and would greatly appreciate advice in this situation. A buyer purchased a no return item, left positive feedback, and even messaged me personally expressing satisfaction with their purchase. A week later, I get a return request stating "I found the item cheaper somewhere else." As this is a no return item, stated on both the listing and description, I politely decline.

The buyer immediately messages me stating they will open a case with their bank and will be shipping the item back to me anyways. I replied stating do not ship the item back, you will not be refunded or reimbursed and again reiterated eBay's return policy to no avail. The buyer replied that they will send a charge to me for the 'returned' item and that "their name will honor it" which sounds deeply questionable. 

If the buyer opens a payment dispute case, I have all the evidence to protect me due to the tracking, feedback, messages, and closed return case. But if the item shows up on my doorstep, what do I do with it? Do I refuse the package or hold onto it, since they chose to ship it back on their own dime and were told that if they did they would not be reimbursed? 

No matter what, I am not refunding this buyer. 

[lamber9347]

@ocean_waves-8 You should take this experience, along with the great advice you've received here, and add to that by reading up on this forum of other chargeback cases. The better you are informed for how many ways buyers CAN get refunded, the better prepared you will be for the next return you receive (and there will be more). It doesn't matter that the buyer left you positive FB, it doesn't matter that the buyer sent a message thanking you for the awesome item, all the buyer has to do is claim item not as described via another method and you will be refunding them. People do change their minds and next time you will be able to react differently for your own best interests. Best of luck to you....

[katzrul15]

You might not refund them, but e-Bay will.

Nothing ever ends well when you start out "no matter what"...   

[ocean_waves-8]

Thank you everyone for your advice, it’s truly helped. It’s unfortunate that eBay does not do more to protect sellers, but i’ll take this as a learning experience to help with any future issues.

[justafemster]

I've won chargebacks.  I've won every chargeback.  That said, it's documentation that won my cases.

The buyer is going to have to pay return shipping out of pocket, that's normally enough for them to never send it back.  

I'd inform the buyer of them having to pay for the return and weigh that with the lesser price.  

I know this is unpopular, but I'd let it ride out.

[gwens*4saleitems*]

It would be a whole lot less of a hassle if you would just offer your "buyer" a partial refund. Instead of going through all this mess and 'indignation' of a return. 

As @caldreamer suggested. 

Seems a better way than losing .......... but what do I know !?!?!?

[caz-10]

Buyer can give ANY reason for a return. Doesn't really need an accurate reason.Could just change his mind and selected a reason because he thinks he needs one.He doesn't. 

[dnasilver]

and there lies the problem. If you are in managed payments you gave ebay and adyen power of attorney over your bank account. They can do what they want and you have no legal recourse since you signed that away. Funny (actually sad) how they can take your funds but never take a buyers funds. It is a one way street and sellers are considered always going the wrong way.

[dnasilver]

"returns are good business practice" except when the actual business practice is not to accept returns. Many items are sold without returns being available. Hundreds of billions of dollars go through auction houses that sell one of a kind (unique) collectibles that are never returnable.

[nuclearomen]

---

@dnasilver wrote:

"returns are good business practice" except when the actual business practice is not to accept returns. Many items are sold without returns being available. Hundreds of billions of dollars go through auction houses that sell one of a kind (unique) collectibles that are never returnable.

---

sure, but those are also the item where people then come to the community and complain that buyer requested return, they denied, ebay refunded them...go figure. Also, sure, but this isn't other auction houses, it's ebay. The issue that constantly comes up is not the return itself, it's the refunding, those who think that because they list with no return policy that also covers them from having to refund, and that simply isn't true. 

[dbfolks166mt]

Unfortunately using the "no returns" on your listing is kind of a trap that a lot of sellers fall into and it is kind of useless in most instances. Using no returns does not equate to no refunds and in most cases it actually assists or benefits the buyer in most cases. On rare occasions the seller comes out on top in a returns dispute but those are few and far between based on the postings on this board. 

[nuclearomen]

I just want to add... that No Returns was made available for the sellers that sell items were the cost and/or time for the return would not be beneficial to the seller - i.e. inexpensive items of few dollars where return shipping would cost more then the item is worth (again, as example, but not limited to). i.e I at times sell things like Steelbooks for video games... in most cases I list a "Seller Does Not Accept Returns" - because the item in question has a low market value and shipping First Class = min $4.20 - which I would pay (I tend to do Seller Pays, another deterrent to scams, and in 3 years I had total of 2 returns...so it's paid off I believe) - but mainly, it's the market at time I list on the item in question... if it's not brand new release and at top of the demand list for buyers it simply doesn't pay to go through the effort of return, relist, and wait a month - 2 months - 3 months??? until someone somewhere decides they want it. I consider it a "filler item" - meaning something I listed to keep flow of new listings going and was never particularly something of a money maker. If buyer requested return, I would simply tell them keep it and refund their tiny money order. 

[gjs_16]

Two things I'd like to mention from experience:

1.  I *always* offer and "accept" returns.

There is absolutely no benefit to me selling under "No Returns" policy, this in fact (as already mentioned) seems to only benefit the buyer.

- Should an item arrive at my doorstep unannounced, I take it in. 
I never refuse return shipments, worst case scenario at least I can resell it but I don't refuse any shipments as it does me absolutely no good, generally speaking refusing a shipment is the same as giving up my rights.

2.  For instances where the return isn't worth paying the shipping cost, I have found I can issue a refund the INSTANT the buyer opens a case, simply bypassing the "issue a label" part.

Therefore I can accept returns and still not have to pay for a label, if I should decide to let the buyer keep the item (for example, if it's just not worth the return shipping cost), so long I issue the refund AFTER the buyer opens a case and by NOT issuing a return label (the option to "Issue refund now" is on the same page as where I would issue the label).

Granted I use RMA numbers, not sure if that makes a difference.

[dbfolks166mt]

Thank you for the additions. Totally agree it is viable where the return cost would exceed the value of the item. The biggest problem is most sellers don't interpret or understand what no returns actually means and get lulled into a false sense of security. 

[shado-x]

would politely accept the buyer's offer to return.

You could end up refunding and not getting your item back..

You will NOT win a chargeback, especially if they have returned the item.

Many sellers that wanted to stand on principle lost their item and money.

I'm sorry..

You can do that....but.....I'm sorry, buyer's remorse is tough bananas, the seller can decline the return and not feel threatened with the "I'll dispute it with my bank" talk.  If the buyer found it cheaper elsewhere, then he can buy that one and resell the first one on eBay.

[pikabo-icu]

---

@shado-x wrote:

would politely accept the buyer's offer to return.

You could end up refunding and not getting your item back..

You will NOT win a chargeback, especially if they have returned the item.

Many sellers that wanted to stand on principle lost their item and money.

I'm sorry..

You can do that....but.....I'm sorry, buyer's remorse is tough bananas, the seller can decline the return and not feel threatened with the "I'll dispute it with my bank" talk.  If the buyer found it cheaper elsewhere, then he can buy that one and resell the first one on eBay.

---

@shado-x 

Normally I would agree with you BUT this buyer said they were going to their bank.

That is a chargeback and those are VERY different from the eBay MBG.

Tough to prevail in those and nearly impossible if the buyer has returned the item or seller is refusing a return.

Had the OP said they opened a return on eBay, I would have advised them differently.