Ebay doesn't protect its sellers

[captanus6kk0]

How can sellers protect themselves from lying theiving buyers? I sold an item that a buyer claimed was counterfeit. Multiple calls to Ebay "teammates" did nothing to remedy this awful situation. The first time I called, the rep on the phone said the buyer did not prove the item is counterfeit with the 1 photo they sent. I would also like to add the photo they took was exactly the one shown in the ad and they still bought it (if counterfeit, why buy it why not report it?).  When we sellers create an ad, Ebay forces us to have a return policy or NOT. I chose "NO RETURNS" and if a buyer is not happy for ANY reason and that includes LYING they can still force a return on a seller. I proved to Ebay that this buyer is completely full of **bleep** but Ebay doesn't care. He gets his money and my item. It's some kind of legal theft being allowed on Ebay and it needs to stop. I may end up suing this Liar in small claims court, I'm actually lucky enough that he lives in my state! I can prove everything I'm saying, just trying to decide if I want to invest anymore time and frustration on this or simply close my seller account and be done with Ebay after being a member for 20 years.

Anyone else have problems like this?

[pink.fish.rule]

The buyer should never get the refund without returning the item.

Even if you have no returns, the correct response is "please return for refund".

[hurryagain]

Hello @captanus6kk0 

I know this really is a disappointing situation but remember, if/when a buyer opens a "not as described" case against the seller, the seller is almost always going to lose the argument.  All they have to do is take a pic of something that you did not send and eBay's stance on that is you have no proof that you did or did not send THAT very item.  It is a gamble.

When you get such a case, the best thing for you to do is to mitigate your potential losses.  Respond with "I am sorry that you are dissatisfied with your purchase, please send the product back for a full refund. 

Trying to argue with the buyer & eBay will only make eBay refund the buyer and NOT require him to send back your item.

Because you are a top rated seller, you also have some extra protections.  See below:

Protections for Top Rated Sellers coming in October

Your track record matters – new coverage for Top Rated Sellers starting October 1, 2019

Top Rated Sellers (TRS) who reside in the US and offer 30 day or longer returns will be protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer - opens in new window or tab
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

An item is returned after it was used or damaged by the buyer

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345

[fashunu4eeuh]

Ebay protects the buyers. Sellers must protect themselves and one way to do that is to know eBay policies so one never finds themselves at a disadvantage.

When sellers balk at refunding in these cases, the worst of it is not just finding that eBay forced a refund and didnt require the item be returned, it is the defect levelled against the seller’s account for not resolving the situation with an unhappy customer. When eBay steps in, the defect is given. Defects can degrade a seller’s standing and can lead to higher final value fees and sometimes to suspended selling accounts.

Below are links to the eBay Money Back Guarantee, and info on the defect policy. Wishing the best of luck to you in whatever you decide in this awful situation. As a long time seller with a stellar record, it is obvious you would never sell a counterfeit item. (What item did this seller buy?)

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347#section2

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[mam98031]

Ebay changed the return system in October of 2018 to the Simplified Return system.  In it's current state a seller can NOT win an INAD for almost any reason.  If you try to dispute an INAD 99.99999% of the time Ebay is going to rule for the buyer and because you allowed Ebay to step in, the seller gets a defect.

Just because a seller has a No Return policy does not mean they don't have to refund a buyer.  All sellers have to have a return policy that meets or exceeds the MBG.  So the ONLY thing a No Return policy gains you is the ability to deny a PROPERLY filed Buyer's remorse return request.  Beyond that, you have the SAME policy as a seller with a 30 day policy with buyer pays shipping.

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. ALA Free Returns

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

There are new protections for TRS members and they are as follows.

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf?fbclid=IwA...