Do I need to accept return when a buyer claims item didn't arrive as described, even though it did?

[whattheneck]

I sold a CD. Buyer claims front jewel case arrived cracked. Photos show front jewel case was cracked. Item was listed in acceptable condition. 

What do I think the buyer did? Buyer probably copied the CD to his computer, and wants to ship it back to me on my dime.

Do I have to take it back?

[Anonymous]

If the buyer opened a return request and said the item was damaged or not as described, then you can either take it back, paying for return shipping, or you can refund them without requiring a return. eBay is very buyer-centric and almost always sides with buyers on not as described claims.

If you do neither, then eBay will force the refund. How much are we talking here?

[mtgraves7984]

You don't have to take it back. You can issue a refund, if it's simply not cost-effective to ask the buyer to return it. Good luck.

[caldreamer]

EBAY Money Back Guarantee allows customers to return items (supersedes "no returns" policy) by claiming "not as described, defective, counterfeit" (you are forced to accept return and give full refund) plus shipping BOTH ways.   EBAY does NOT require customer to prove their claims.   If you fail to accept return...EBAY will "take you money" and immediately give customer refund (and let them keep your item).   Also EBAY will give you a "defect" on your account for not following their policies.

[bigdeals.etc]

You don't HAVE to take it back. Here are your options.

1) Accept the return, take the item back, and refund the buyer once the item arrives to you. Return closed

2) Refund the buyer immediately. The buyer keeps the item. Return closed.

3) Don't accept the return and in an attempt to challenge it. YOU WILL LOSE. If the buyer doesn't back off, they can easily ask ebay to step in and absolutely rule in the buyer's favor. Ebay will force option #2 and in addition penalize your selling account for not resolving this issue with the buyer. If you get too many of these penalties (check your seller dashboard), ebay can take a number of negative actions to your account.

[kensgiftshop]

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@whattheneck wrote:

Do I have to take it back?

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If the buyer files an INAD, no, you don't have to take it back, but you will have to refund.

[whattheneck]

This information honestly makes me think selling CDs on eBay is a bad idea. No copy protection at all.

[north40sales]

Tend to agree with you there.

[house*of*paws]

Hi @whattheneck 

You can NOT tell buyers to 'Reference photos for condition' ... as you tend to do in your listings.  Any flaws in the item must be mentioned in the Description ... since it's often impossible to tell imperfections in photography from those in the physical item.

It's probably not worth taking it back ... but you really should refund the buyer before they have the chance to bring eBay into the case.  You will surely lose the case ... and suffer penalties on top that will negatively affect your ability to sell in the future.

Also put the buyer on your Blocked Bidders List so that you don't have to deal with them again.

[whattheneck]

Whoa, seriously? "Reference photos for condition" isn't allowed? OMG - selling on this platform is more challenging than I imagined it would be.

[monster-deals]

Offer them 4 cents which is double the cost of a case.

[Anonymous]

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@whattheneck wrote:

Whoa, seriously? "Reference photos for condition" isn't allowed? OMG - selling on this platform is more challenging than I imagined it would be.

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It's allowed, but not recommended. It can cause more SNAD cases and hurt sales. I don't buy from sellers that can't be bothered to describe any flaws.

[whattheneck]

I'm still waiting to hear back from buyer. I offered a few solutions.

A $1 partial refund,

Purchase any other item from me and I will ship three NEW cd Cases,

Cut the CD in half and I'll send a full refund.

We'll see.

[house*of*paws]

@whattheneck 

It's not that "Reference photos for condition" isn't allowed ... (I stated it poorly).   It's just that it guarantees a buyer wins a case.  [They'd win it any way ... but I think buyers are more likely to file them when the item is 'worse than expected'.]

Not everyone has great eyesight ... and, as I mentioned, photographic flaws can be indistinguishable from item flaws (and vice versa).  eBay wants flaws shown in photos and described in Descriptions.

And not all items are worth selling.  Listing a $2.05 item in 'acceptable' condition is a waste of time IMHO.  I'm not sure if you asked enough for shipping to break even.    [Sorry to sound so negative, but I hate to see sellers lose money.]

Anyway, good luck to you!  'Be nice' to the buyer so that your feedback is good.  😉

[Anonymous]

You absolutely have to as you have 0 rights and 0 protections as a seller on Ebay.  Ebay's poor policies facilitate fraud on a daily basis.  Ebay is a pro fraud anti seller marketplace.