Does seller have to pay for return shipping when nothing wrong other than buyer remorse?

[greenacresks]

I am a small time / occasional seller.   I have "no returns" on all items I sell.   I recently sold an item that was clearly shown in listing photos as being a new open box item.  Buyer wanted a refund because they said item was not new and had been taken out of box.  I think either they did not read and view photos, or just had buyers remorse.  I offered a partial refund just to bring matter to a close - buyer never responded back to me.  I asked ebay to step in, and they just told me they will send buyer a return shipping label, but I (seller) will be charged for the return shipping costs.  I don't understand why I have to pay for return shipping when buyer did not make any type of "case" as to why item was not listed accurately.  - is this normal ebay policy that the seller has to pay for return shipping just because a buyer is not happy?

[sam9876]

As a seller, you should never ask eBay to step in.

[greenacresks]

Thanks - but ebay seemed to be telling me that I risked getting bad markers from them (them being ebay) if I did not do something about this - I wrote to buyer, twice, but they never responded... I did not want this hanging out there, or bay deciding without my input. But, it appears (and I have now learned) that ebay does not give much weight to seller's side - and basically believes what buyer says.

[greenacresks]

I may consider doing that on any other items that are new / open box that I sell... thanks for suggestion

[the*dog*ate*my*tablecloth]

You can still say it’s unused in the title and description so the buyers know what they’re getting. Calling it new just gives remorse buyers a legal way to turn it into a snad

[greenacresks]

thanks - I have learned a few things today from responses - and plan to be more carefull in the future... if "new other" is not available, then I will list open box items as "used" and then explain their condition in the listing... my thanks to everyone that responded.

[sam9876]

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@greenacresks wrote:
Thanks - but ebay seemed to be telling me that I risked getting bad markers from them (them being ebay) if I did not do something about this - I wrote to buyer, twice, but they never responded... I did not want this hanging out there, or bay deciding without my input. But, it appears (and I have now learned) that ebay does not give much weight to seller's side - and basically believes what buyer says.

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eBay wants you to accept the return.  That's it.

[serblo41]

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@greenacresks wrote:
Thanks - but ebay seemed to be telling me that I risked getting bad markers from them (them being ebay) if I did not do something about this - I wrote to buyer, twice, but they never responded... I did not want this hanging out there, or bay deciding without my input. But, it appears (and I have now learned) that ebay does not give much weight to seller's side - and basically believes what buyer says.

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You got a defect on your account for asking eBay to step in

[7606dennis]

If the buyer requests a return using the not as described reason, then yes, you will be required to pay the return shipping.

If the buyer selects a buyer's remorse reason, then the return is on his dime.

[greenacresks]

I am not sure what a "defect" is, but I suspect it is an ebay internal selling rating deal that the customer does not see. As a small time seller, I think I would rather have a "hidden" defect rating than a customer visible negative rating from an unhappy buyer.

[greenacresks]

thanks - got it

[juststuffisell]

I was going to say that. Unless it is sealed, I just always use the used item. Even then, most new in the box items I will call pre-owned used and discount them. That way, no confusion with the buyer and they get a good deal on what is basically a new item. When I have stuff like that, most of it comes out of storage units so I don't typically have a lot of money in it to begin with.

The no return option does not mean no return on eBay as the OP now knows.

You want to over deliver on items that are no return whenever possible. Make it so they don't want to return it. Even then... I fight with myself about this all the time....lol

Cheers

[slippinjimmy]

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@greenacresks wrote:
I am not sure what a "defect" is, but I suspect it is an ebay internal selling rating deal that the customer does not see. As a small time seller, I think I would rather have a "hidden" defect rating than a customer visible negative rating from an unhappy buyer.

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If you are going to sell here you should understand what a "defect" is. You might not "prefer" a hidden defect if you understood the ramifications.

I'd take a meaningless neg any day over a unresolved by seller defect which if you get too many could result in a temporary or even permanent suspension.

[ronaldms.innergroovenmore]

Sadly, you are correct. Buyers don't read the the top of the listing, the entire listing, part of the listing, or any of the listing. Shame on the them. When I list something, buyers know exactly what they are getting from me. I also put in there that if they have any questions about said item to send me a message. Let hope they read that as well.

Selling on eBay is a process and I am learning along with everyone else here.

[equid0x]

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@labs118 wrote:

Sorry also wanted to add that for items like the ice tea maker even if it is new you are better to select New other if it is available in your category  & Then add opened for pictures only , or New open box  
I just sold an unused Train car didn't have the option to select New other in that category so I did select Used but in Title & description wrote opened Unused

You really have to try to cover all angles 

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I used to do that, then they just started claiming the open box items were actually used, even if everything inside was still in plastic wrap, etc. I ended up moving everything to used noting open box in the condition description. The only things I was listing in new(other) were items still in original cellophane.

Legally "New" means first sale to an end user of the product and strongly implies that the item still carries its original factory warranty.

New(other) has no legal definition that I am aware of, but implies that the item is in "same as new" or "same as new with this defect" (one of which may be lack of warranty).

I think eBay is long overdue for clarifying exactly what these definitions mean in much more detail than is currently provided. There is a certain group out there who likes to argue that an open box item isn't new at all. I think where this goes sideways as that eBay is defining an item condition whereas the legal definition is a type of sale.