Ebay closed case in Buyer's favor when my return policy is NO Returns.

[hiddentreasurez23]

Item listing: http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItemVersion&item=112545772764&view=all&tid=1734909162001

The buyer opened a cased against me because his mother did not like the product. 

I've sold all of this product withou any problems and on Amazon the product is listed as 5/5 stars.

Ebay closed this in buyer's favor. Also the thing is.. the buyer already sent the item without confirming with me and the address listed is my old address. I no longer reside there.

If my policy is no returns and there is no defect in the product.. why would ebay side with the buyer. I end up losing postage fees and selling fees.

here is the conversation that went between myself and the buyer. I was also willing to offer partial refund.

Nov. 28 :

A return request initiated

Nov. 28 :

Case opened

Comments

Since the product didn t work for my mom, I went ahead and shipped the 3 bottles back to the seller on my own expense, he is informing me that he is doing a partial refund, which is not right..I never used the 3 bottles and shipped them back to him on my own expense and I demand a full refund!

Nov. 28 :

You sent a message

Comments

See attached photos

Nov. 28 :

You sent a message

Comments

Postage fees were paid by me. eBay does not return the fees I also paid. To return this product I would lose out on shipping fees. eBay and PayPal fees. My auction listing policy for this item is no returns as I am only a 3rd party seller and not the manufacturer of this product. This product is also 5/5 stars and I am sold out of this product without any problem. I am willing to do a partial refund to make things right even though I am not obligated to.

Nov. 28 :

The buyer sent you a message

Comments

I'm expecting the full refund since you asked me to send them back to you and did ship them on my own expense.. I would like to know when you get them back and when shall I expect the refund.

Nov. 28 :

You sent a message

Comments

I can accept the return if the bottles are still sealed. Refund will be partial refund. It will be the total amount minus the postage fee and eBay fees. Please let me know.

Nov. 21 :

You sent a message

Comments

No problem! Are the bottles still sealed? Please send me the a photo and I can quickly process this return for you. -Carol

Nov. 21 :

The buyer requested a return

Comments

Sorry.. I understood late from my mother that the same pills I had ordered for her the first time didn t help or do anything to her, so I decided to return the other ones I ordered afterwards!!

[hiddentreasurez23]

Also I never asked for the buyer to send back the product. I asked to see that the item is still sealed before I can go ahead and just return the item for him even though my policy is no returns. I would have also sent him the correct return address.

[lemon_tart]

You did actually ask them to ship the bottles back it's right there in your own statement.

Sounds to me like you accepted the return then had second thoughts. That's why eBay refunded.

[hiddentreasurez23]

I asked to see the bottles are sealed and I will take the refund.  He never responded nothing. until today he opened a return request..  when I saw that message again since i didn't hear back from him with a photo.. I wanted to let him know that I still need the items to be sealed. I have no second thoughts in accepting the return and would still have accepted it even though my policy is no returns. 

my policy is no returns. if I'm doing the buyer a favor.. i want to make sure i don't lose money for making the sale and taking back the return. which is the postage and ebay fees. the buyer went ahead and supposedly sent the item back to me before even discussing it when i replied to him. he then said he wanted a full refund and then escalated the case and ebay closed it before i could respond explain my side.

prior to this he purchased the same product. and after a few weeks he purchased 3 more of the same product and now asks for a return. 

[hiddentreasurez23]

I did not leave anything out. That's how the conversation went down. I did not hear back from the buyer after asking to see photos. No second thoughts about accepting the returns as long as I don't lose any money from it. If the issues could not be resolved, the policy should still be in effect since there were no defects to the item..  the buyer changed his mind and didn't want the product anymore. 

[magicjohnsonsvariety]

Appears to me the claim was that the product in question did not work, as opposed to simply not liking it...that makes a big difference.

5/5 stars adds nothing to your defense, as well as stating that you are not obligated to give full or partial refunds. Saying that just upsets customers even more. 

[hiddentreasurez23]

I am not the manufacturer. My listing is no returns. 

He also purchased prior to this. And then repurchased again.  So isn't that a mistake on their part for misunderstanding his mother?

[hiddentreasurez23]

When it comes down to it. All I really asked in accepting the return is that he covers the postage fee and ebay fees I paid for when he misunderstood what his mother wanted. No defects in said product. It's basically buyer's remorse and I have to take the hit for it.

[plumbingspecials · Accepted solution]

Ebay's MBG for buyers takes precedence over your (no) return policy. If you offered returns, the buyer could have requested a return on his dime, but since you don't offer returns, the only way to return it is to open a case. And when a buyer opens a case, you HAVE to resolve it. If you allow eBay to resolve it, you will get a defect. Since you did not accept the return, and provide a shipping label for the buyer to return the product, buyer had to ship it back. He is entitled to a full refund becuae you did not resolve the case with him.

See, if you had a return policy for buyer's remorse, the buyer can return the item without it being anybody's fault (and pay his own shipping), and you can charge a restocking fee. This would reduce your false SNAD cases, too.

[hiddentreasurez23]

okay thanks for the information.

also how do i get around to avoid this ever happening again.

having a no return policy means nothing if they can just open a case and win a case if i don't accept the return.

[plumbingspecials]

You do not understand how this works, OP. You REALLY need to do some homework before you sell anything else. So much you do not understand about selling here. This is for you:
https://pages.ebay.com/help/sell/selling-basics.html

This is for buyers (but you need to know what protections they have so you know how to become a better seller):
https://pages.ebay.com/help/buy/basics.html

[hiddentreasurez23]

oh nevermind. i get it.

to avoid this, i should just offer the return. i've only set the no returns policy on supplements to avoid any opened bottles or people trying to switch out the supplements with expired ones.

[chrysylys]

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@hiddentreasurez23 wrote:

having a no return policy means nothing if they can just open a case and win a case if i don't accept the return.

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Corerct.  So change your policy. 

Did YOU send this item from your home or business?  Or did you have another website send it for you?  I don't understand why you reference ratings and reviews elsewhere.

[d-k_treasures]

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@plumbingspecials wrote:

Ebay's MBG for buyers takes precedence over your (no) return policy. If you offered returns, the buyer could have requested a return on his dime, but since you don't offer returns, the only way to return it is to open a case. And when a buyer opens a case, you HAVE to resolve it. If you allow eBay to resolve it, you will get a defect. Since you did not accept the return, and provide a shipping label for the buyer to return the product, buyer had to ship it back. He is entitled to a full refund becuae you did not resolve the case with him.

See, if you had a return policy for buyer's remorse, the buyer can return the item without it being anybody's fault (and pay his own shipping), and you can charge a restocking fee. This would reduce your false SNAD cases, too.

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If the reason picked was a buyers remorse type of return, and the seller has 'no returns', the seller can decline the return. SNAD's, then yes, the seller has to take it back and pay for shipping.

But I read it as the buyer shipped it back without even opening a return request - and opened it AFTER it was sent back.

[dbmm-media]

on ebay there really is a no return policy.

you can have no returns on your listing, but, as you found out, it means nothing