Ebay does not support sellers

[vonandron]

This is the third time I've sold a mid range (Rtl $298) purse only to have a scam buyer claim the bag isn't new when it clearly is.  The original packing material, dust bag, and tags are attached and there are no signs of wear.  Despite the fact that I clearly state I do not accept returns, the buyer is claiming the bag isn't new and wants to return it.  She (of course) suggested I offer a partial refund to keep the bag and threatened negative feedback.  I advised her to return the purse immediately and refused to partially refund her purchase price (which was 25% of retail).  Now I have to pay the return shipping, so I eat the cost to ship it AND the cost for her to return it and eBay says there's nothing they are willing to do.  I don't know what the deal is with purses.  I've sold clothing on eBay for almost 20 years, but seem to only run into this issue with purses.  I'm so disappointed in the lack of support from eBay.  

[fbusoni]

"Despite the fact that I clearly state I do not accept returns, the buyer is claiming the bag isn't new and wants to return it. "

The user is claiming the bag isn't new BECAUSE -- not despite -- you state you do not accept returns.

By stating you do not accept returns, you merely invite INADs from buyers who do not want to pay return postage -- which they would have to do if they selected the reason for the return was buyer's remorse.  (Believe it or not, buyers are entitled to change their minds.)  

And you are then forced by the INAD claim to pay for said return.  

Reverse psychology is a very powerful phenomenon.... its far better to just to offer to pay for returns -- then you will not be attracting buyers in the first place like the one you describe above.

And boldly stating you do not accept returns is foolish, quite frankly.  For the simple reason that you do, and you will. 

[vonandron]

I'm simply not in the position to offer to pay for returns as you suggest.  In this case, the shipping literally cost as much as the purse.  Why bother selling anything when you will net $0?  It's funny that you find this situation to be completely my fault and claiming that I "boldly" stated that I don't accept returns.  So sorry you find me "foolish".  I think it's rather ironic that you cite "reverse psychology" given what I do for a living.  Anyway, thank you for your victim blaming mentality and non-helpful response.  I beg forgiveness for my foolishness.  

[robbie31415]

If you aren't factoring in potential return shipping costs that's a problem with your business model.

Sellers need to consider all costs.

This is part of online sales. If you want no returns then you gotta do a site that sells in person for cash.

[annadryl]

By not offering returns in the listing (why I don't get) you are inviting them to lie about it's condition to get a refund. For whatever reason, it's doesn't essentially matter what, they want to return it for a refund. A good business model will have to be ready for this, because yeah, it happens. The harder you put your foot down the worse it gets. Sorry this happened. I highly recommend Free Returns, since I switched years ago I have only had a couple. An ounce of prevention...

Really it cost $80 to ship a purse?

[chapeau-noir]

@vonandron  By not offering returns at all, you do open yourself up for problems.  I would never offer free returns in our market (even large catalogers are getting rid of that), but 99% of my customers are honest and if they have a remorse return, they return it on their dime. You don't have to offer returns on everything, either, or you can offer "free" returns on some things and 30-day buyer pays on others. But it pays to be flexible.

[inhawaii]

Your buyer says the bag wasn't new, you say it was. How do we know who's telling the truth? We don't. How does ebay know who's telling the truth? They don't.  So why should ebay believe you over your buyer?

[vonandron]

The tags are attached, the packing material is original, there are no signs of wear, the dust bag is pristine.  All evidence supports the bag is new.  That's why ebay should "believe" me over the buyer.  

[vonandron]

Thank you - that makes a lot of sense.  I will change my listings to accepting returns at the buyer's cost.  That being said, I still wonder why this has happened three times now with purses, but has never happened with clothing in the almost 20 years I've been selling my stuff on eBay.  It's just strange.  Anyway, thanks again.

[vonandron]

Or I can simply sell on a site that doesn't allow them.  I cross list all items on  both sites and have no problems on the other one.  Perhaps I'll just stick to  them in the future.  As for my "business model" - selling on eBay is hardly a business for me.  It's simply a way to offer my clothes and shoes to someone else after I no longer want them.  I'm a casual seller at best.

[chapeau-noir]

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@vonandron wrote:

Thank you - that makes a lot of sense.  I will change my listings to accepting returns at the buyer's cost.  That being said, I still wonder why this has happened three times now with purses, but has never happened with clothing in the almost 20 years I've been selling my stuff on eBay.  It's just strange.  Anyway, thanks again.

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I've only sold one bag (a new Coach that was too small for the slab of a cell phone I use) and it was a problem. I know almost nothing about the market save that it seems to be a little fraught, kind of like Health and Beauty 😖

[inhawaii]

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@vonandron wrote:

The tags are attached, the packing material is original, there are no signs of wear, the dust bag is pristine.  All evidence supports the bag is new.  That's why ebay should "believe" me over the buyer.  

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You never answered the question.

How do we (or ebay) know who's telling the truth?

"The tags are attached."  The buyer says they aren't.

"The packing material is original."  The buyer says it's not.

"There are no signs of wear." The buyer says there is.

"The bag is pristine."  The buyer says it isn't.

Do you know how may returns ebay handles each day?

Do you think they have the manpower to investigate each and every claim?

They don't.

That's why they take the buyers word over the sellers.

I know you're upset about what happened, but I hope you can make some sense of that.

Hopefully these kinds of situations don't happen too often.

[mam98031]

@vonandron 

I think your initial instincts are likely correct.  The buyer was hoping for a partial refund.  Your response was perfect.

When I get something similar like this, I don't deny the buyer their partial refund, I simply tell them I am sorry they are not happy with their purchase.  Please return for a refund.  Typically a buyer that really just wants some money back will write again, trying to bully me a little to get their way.  I just rinse and repeat my initial email as many times as it takes.  The majority of the time I never get the return.  

They also don't hit my feedback either because I have their emails to me and I could use that in an effort to get it removed, depending on what they say.

[vonandron]

In response to the question you say I didn't answer, (why they should believe me), I would think photographic evidence would suffice (since it would in court).  As for shipping being $80 - the bag didn't sell for $80 - I accepted a much lower bid and since Priority shipping was included in the price, yes, the bag was half of the selling price and the shipping cost was the other half. 

Only one person respectfully offered suggestions and personal experience on this specific category.  The rest of you took the time to respond only to tell me I should have known better, it was my fault, and I should expect buyers to be dishonest jerks while wagging your fingers.  I've never seen such an unsupportive, unhelpful "community".  So disappointing.  I won't bother in the future.    

[vonandron]

That's exactly what happened on the other two!  Both times they asked for partial refunds to keep the bag.  I refused and told them to either keep the bag at the price they paid or return it.  Suddenly they were satisfied with their purchases.  This buyer was particularly nasty which is (I guess) what got me frustrated enough to come to this community site to see if anyone else had experienced this and what suggestions they might have.  While I understand that eBay couldn't possibly do an investigative search on every issue, it does seem (in my limited experience) that this category is particularly hit by this kind of scam and they could do more to protect sellers even if it was something as simple as allowing us to leave negative feedback for a buyer.  Anyway, thanks again - yours was the only helpful and respectful response from this "community" and I appreciate it.