Forced to accept return even though listing states NO RETURNS ACCEPTED?!?

[keithld77]

Ok, I know ebay can sometimes force you to handle a customers return but my listing states "no returns accepted". I make vinyl vehicle graphics. The reason I do not take returns is because people took advantage in the past and if they screw up a graphic install on their vehicle they would claim its damaged or defective and get their money back. Or they would send back a mangled item that cant be reused and ebay told me basically oh well, once we see the item has been delivered back to you, you are required to issue the full refund. So the only way to prevent this **bleep** was to stop offering returns. These are $50 and up vinyl graphic sets. Now I have a guy that is trying to force a return through by claiming the vinyl is cheap and ripped when he went to install it on his truck. It's 9 year top of the line vinyl and I have professionally dealt with this for years and there are never issues like this unless you screw up the install yourself. I offered a partial refund or replacement and he declined and now ebay is telling me my only choice under the return page is to issue a full refund. This is total **bleep**. My listing ALSO clearly states that "once delivered, the installation of the item is the sole responsibility of the buyer and I am not responsible for improper installs. All sales are final, no returns". This is clearly stated in advance. Do I need to contact ebay support by phone about this? I covered all my bases with how I list these, so there is no way I am going to eat $50 everytime someone screws up bc they dont know what they are doing with items like this....

[loveyourimagination49]

Unfortunately eBays money back guarantee trumps anything you state in your listings. Sorry you are having to deal with this.

[aquajoe07011]

If the buyer files a item not as described case, you will have to refund no matter what you put in your listing.  In these cases, eBay almost always sides with the buyer.  Be prepared to refund.

[kensgiftshop]

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@keithld77 wrote:

All sales are final, no returns". This is clearly stated in advance.

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If buyer files an INAD, none of that makes any difference.

Ebay's MBG overrules any no return policy.

[chapeau-noir]

And whatever you do, DON'T allow eBay to 'step in' because they'll just close the case in the buyer's favour, refund and give you a very nasty defect for 'unresolved case' against your account - a few of those and it's toast.

And yes, the situation $ucks, I entirely agree!

[luckythewinner]

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I covered all my bases with how I list these

There is no way to "cover all your bases"  on eBay. 

there is no way I am going to eat $50 everytime someone screws up

There is a way, and you are going to. 

[gracieallen01]

Unfortunately, one of the bases you didn't cover is to take into account the ebay money back guarantee.  Bottom line, for not as described or damaged, is 'No Return' does not equate to 'No Refund'.  ebay doesn't care if you get your vinyl back - they do care that the buyer gets the money back.

To have covered all your bases, you might have chosen a platform with different policies.

Sorry , but you are just another victim of the 'Buyer Experience' on ebay.

[femmefan1946]

Well actually-- you don't have to accept a return.

But.

No Returns does not mean No Refunds.

You can, if you never want to see the item again, or tracked return shipping is higher than the resale value of the item, allow the buyer to keep or destroy or donate it.

But you still have to REFUND the unhappy customer.

Again, No Returns does not mean No Refunds.

[mtgraves7984]

For future reference, the words "No Returns Accepted" are not worth the bits and bytes used to post them.

[the.quality.goods.store]

I was forced to refund a buyer for a listing "For Parts or Repair Only" "No Returns Accepted" eBay sided with the buyer and forced the refund and the return shipping cost. On top of that, gave me a defect. I will never sell anything like that again.

[fashunu4eeuh]

Hi, so sorry you had to discover this policy the hard way. The final outcome to your story is that not everything is suitable for selling on eBay. If you cannot tolerate the risk, this isn't the right venue for your business. 

[gwzcomps]

eBay's policies are a joke when it comes to stuff that requires the buyer to have half a brain. As much as I hate to say it you are better off offering returns. Not necessarily free returns though. If you offer returns you can deduct up to 50% off the return amount based on the condition of the item you got the item back.

[clu3]

You have to look at it as a cost of doing business.  Say you sell 50 items and are forced to make one refund, that's an excellent ratio.  If you've built that $1 expense into every sale, you'll still be fine. 

If returns start happening frequently you should look at 1) the level of detail you provide in regard to application instructions (best ways to avoid screwing it up), 2) any quality issues or 3) Ebay as a market for your product.

[mam98031]

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. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

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!

For those with Free Return and/or TRS members with 30 day return policies, there are some added benefits, one of which is the ability to do a discounted refund under certain conditions.

[abfabvintage]

14 day returns are still acceptable for certain categories.