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. 

[gracieallen01]

You don't have to accept a return, if you don't want to, but you WILL refund.  That is ebay's Money Back Guarantee' - it makes no difference what you write in your description.

[pikabo-icu · Accepted solution]

I 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.. 

[nuclearomen]

your "no return item" means nothing, it simply means (again, seem to have to be stating this a lot lately) that seller simply doesn't accept returns, that does not mean you do not have to refund the buyer and ebay will back the buyer everytime, not only because returns are good business practice, but because one reason for a return on ebay (and a valid one) is that buyer is allowed to return for reason of "found item cheaper". Now, because you have no returns and denied the buyers request to return, ebay will most certainly side with the buyer and refund their money from your Managed Payments funds and they get to keep the item because you didn't want to provide returns. 

[dbfolks166mt]

     It is going to depend on how the buyer files the case. No returns does not mean no refunds. 

[donsdetour]

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@ocean_waves-8 wrote:

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. 

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well you just gave them a free item and you WILL refund......

[caldreamer]

I understand your frustration but  it is to YOUR best interest to allow customer to return this item.   If buyer "reverses credit card charges" (customer gets to keep both money and your item).   You are fortunate that this customer is offering to return the item.   EBAY will NOT help you if customer reverses charges (they have no authority over credit card company).

I realize this does not apply to your "buyer's remorse" case but thought you should be aware in case this situation comes up in the future.   Did you know that EBAY Money Back Guarantee supersedes "no returns" policy if customer claims "not as described"?  Allows customers to lie and claim "not as described, defective, counterfeit" and you are forced to give full refund (plus shipping BOTH way).    Customers are NOT required to proof their claims.   EBAY always rules in favor of customer (even if they return "box of rocks").   EBAY only looks at return tracking#.

Do you also realize that if there is a VALID customer dispute and you refuse to refund customer voluntarily (EBAY will take your money and give it back to customer).   EBAY has the authority to do that (all in the fine print of contracts).  Plus you will get a "defect" for not obeying EBAY rules.

Sorry this happened to you...nobody likes returns...

[pikabo-icu]

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@dbfolks166mt wrote:

     It is going to depend on how the buyer files the case. No returns does not mean no refunds. 

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The dreaded,  feared and nearly unwinnable Chargeback...(picture that in scary font)  

Sorry I'm not joking though these things are terrible..

[ocean_waves-8]

Doesn’t the MBG only apply in the case that the item is not as described, damaged/defective, doesn’t arrive, is the wrong item, or otherwise violates eBay’s policies? In the case of this sale, I did everything by the book-it’s the buyer who is violating eBay’s policies. Would that mean I would have to rely on eBay’s seller protection in this case? 

[pikabo-icu]

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@ocean_waves-8 wrote:

Doesn’t the MBG only apply in the case that the item is not as described, damaged/defective, doesn’t arrive, is the wrong item, or otherwise violates eBay’s policies? In the case of this sale, I did everything by the book-it’s the buyer who is violating eBay’s policies. Would that mean I would have to rely on eBay’s seller protection in this case? 

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@ocean_waves-8 

If they opened a case on eBay for "changed mind, found cheaper elsewhere", you might prevail but you posted they said they are going to their bank. 

That would be a chargeback and those are VERY tough to win, especially if they buyer returned the item.

I suppose your chances of prevailing via seller protection will depend on the type of case they open and their reason stated for the return. If it's a bank chargeback- accept the return and refund or you risk being forced by eBay to refund, losing your item and getting a defect to your account to add insult to injury. 

[48hrs-clothing]

I am a seller and if I was faced with this situation then I would message the buyer asking price difference between your price and other sellers price and if this is not a huge amount then negotiate / offer him partial refund.

If you are not prepared to offer partial refund then advise him to return the item to your address using a tracked& signed service and to send you a copy of the label showing your address and tracking number and on receipt of his item you will issue a refund.

My suggestion is based on the fact that should your buyer open a charge back with his bank or Credit card citing reason " Defective, does not match description or any similar reason " then you are not given a choice of accepting or declining as this is not a request but a disputer. 

Buyer is simply required to upload a tracking on the case and when tracking shows item delivered then you are debited and buyer credited. It is also more than likely that you will not get your final value fees back.

As others have stated chances of you winning a charge back are slim.

[katzrul15]

The reason the Buyer will give to the CC company will be that they ordered it, it is not as expected, they tried to return for credit, you Refused a return and the Credit Card company will reverse the charges.

Buyer has an email from you refusing a return.  They will now prevail with their CC. 

[asset_liquidators]

Only on ebay is it nearly unwinnable. Other sites and/or your own website it is completely winnable. 

[pikabo-icu]

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@asset_liquidators wrote:

Only on ebay is it nearly unwinnable. Other sites and/or your own website it is completely winnable. 

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Well, yes, likely more winnable on other sites or your own site but for this specific case, we are talking about what can be done on eBay. 

[asset_liquidators]

Yes probably would have been best to just accept them returning it before it got to where it is at now.