Forced to accept return on picked up item

[dihejn_0]

I'm in a pickle. Buyer came to my home, reviewed item for 3 hours then choose to pay. The buyer took apart the $3000 commercial printer to put in his car. He broke a piece off. He had it a week and claimed it wasn't as described. 

CSR  stated I should not offer return, that they believed it was fraudulent return request and to not respond.  I received email stating buyer was granted a refund and could keep the item, as I didn't send a shipping label. 

 Now I'm out the item and the money and the appeal was declined in the buyers favor. How???

[allen1853]

Wow. Just Wow. I have been jacked by eBay allowing buyers to commit fraud many times but this takes the cake. Quite often a sensible person in customer service will see the fraud being commited by the buyer and rule in sellers favor. But almost invariably some back room unknowable dictator with no heart or soul overrules and there seems to be nothing you can do. Try reaching out to Ebay for Sellers on FaceBook. Good luck to us all. 

[r_lresale]

Sorry this happened but the CSR you talked to gave you totally incorrect information. The CSR's are contract workers and don't even know how things work and will tell you only what they can find on their scripts like a telemarketer and get you off the phone quickly and on to the next person. If your buyer opens a return request for not as described buyer will win hands down. If you don't respond with either a shipping label to return and refund when you receive the item or just issue refund if you don't want the item back, ebay can be asked to step in after 4 days by the buyer and ebay will force/take the refund from you, buyer gets to keep the item, and you also get a defect on your account. If the item you get back is altered in any way or is a totally different item you do have the right to appeal and in some cases you can offer a partial refund if you are a TRS and/or offer free returns.

The CSR's are notorious for giving bad advice and not knowing policies but this is like the 3rd time this week i've seen someone not only say they got bad advice but getting totally false procedure almost word for word from a CSR. 

[albertabrightalberta]

@dihejn_0 

How did the buyer pay for the item? 

[r_lresale]

@allen1853 

Since returns are automated, CSR's should not be telling sellers anything since they have no power to rule one way or the other. I've heard the American CSR's from Facebook can get something done, but I also believe they get involved on an appeal and not during the initial return but someone can correct me if I'm wrong on this. 

[s.scharmu0]

HI!

"CSR  stated I should not offer return, that they believed it was fraudulent return request and to not respond."

They need to fire  these people!!!!  They need to hire someone to read the chats  Shoot I would do that & am sure many others would also. This is so wrong to be told the wrong thing to do by a CSR!!!

[dihejn_0]

Through the application. I never received the funds, as they were on hold.

[albertabrightalberta]

Here's the page with the MBG policy:

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

I recommend appealing because the following shows exclusions to the MBG and the following exclusion should negate the buyer's claim: 

[dihejn_0]

I did this, but it was denied instantly, within 30 minutes.

[albertabrightalberta]

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@dihejn_0 wrote:

Through the application. I never received the funds, as they were on hold.

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The reason I'd asked is that if any part of the payment was paid outside ebay, the MBG would have been voided. 

Not covered:

• Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services)

[coolections]

CS reps are trained to tell you what you want to hear.  If you insisted about not giving a return, even though not right, they may have given into your demands and told you to just ignore the buyer. If you read the INAD dispute I am sure it told you exactly what to do and do it within xxx number of days.  Sorry it happened.

[slati_2013]

All pickups should be cash only. Never accept another other payment option. Cash only!

[dihejn_0]

Doesn't help me now. 

[allen1853]

Sadly, you cannot believe anything anyone tells you at eBay. You cannot talk to the "back room" people who make the final unappealable decisions almost always the exact opposite of what multiple CSRs might decide. I speak from experience. Ebay does not even follow their own guidelines for voiding buyer protection. Fraud runs rampant and eBay does nothing about it. By looking the other way they actually encourage it. I was told by a buyer a CSR walked him through how to get around my NO Returns policy. Literally just make something up. 

[frankienlola2]

ebay will do nothing for you, they were probably in on it.....go to amazing, much safer