Fraudulent Claim

[justducky59]

OMG, I am so done with Ebay; just trying to sell off my remaining items and then closing my store.  Ebay is their own worst enemy.  Sold two brand new Lands End Throws with stock photos from store.  Store called them Light Mulberry so I went with that.  Buyer negoiated my price down and paid; did not ask for any additional photos or varification.  Off they went and she claimed NSD.  Ebay refunded her the full price (I pay shipping) and did not even ask for return of items.  She had 0 rating but you can't block 0 rated buyers.  I appealled decision, at the very least they should have made her return items that were worth more than she paid.  They didn't.  I lost appeal, items and $30.00 as they felt decision was proper.  They are just covering their asses as when I called rep said she should not have been refunded without return of items.   Sick to death of this type of handling; has happened to me more than once.  They restarted my store 7-1 without even asking.  As soon as possible I am on to a better site.  100% rated for most of my years here; and selling only quality merchandise.  Sick and tired and tired and sick.

[justducky59]

333290252860 Block this buyer if you can.

[mam98031]

Well the good news is you did not pay any shipping if the buyer didn't ship the item back.  That is only charged if the label is used.

You have a No Return policy on your listings.  At some point in the process did you tell your buyer that you would not accept a return?

A No Return policy does not mean you won't refund.  If you tried to tell the buyer you wouldn't take the return and they asked Ebay to step in, that could have been what caused the result that you got.  It is never a good idea to try and fight a live request for return in the current structure of the return process on Ebay.  The changes in the return system last year really made this a bad idea for sellers to try and deny a return when a SNAD is filed.

Now with a No Return policy you are allowed to deny the return if the buyer FILED a Buyer's Remorse claim.  But that right does not extend to a SNAD even though it is falsely filed or they used an inaccurate reason.

Sorry.  

You are TRS.  You may want to consider changing your return policy to 30 day returns with buyer pays shipping.  On October 1st, TRS have some new seller protections coming on line that may just help you and many of us a great deal.  You may want to give this some consideration.  Here is a link to the new policy.  

Also the Fall Seller Update will be released sometime tomorrow and it will also contain this new policy.

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

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

[coffeebean832]

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@justducky59 wrote:

They restarted my store 7-1 without even asking.

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You agreed to a contract that automatically renews unless you end it before the renewal date. eBay doesn't have to ask you before the date approaches if you would like to continue the subscription.

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@justducky59 wrote:

Off they went and she claimed NSD.  Ebay refunded her the full price (I pay shipping) and did not even ask for return of items.

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It sounds like you fought the return instead of accepting it- and as the above poster said, you don't get charged for return shipping if the buyer didn't send anything back. The Money Back Guarantee holds the seller responsible for not as described claims. You should brush up on the policies as long as you are still selling here.

Use more than one stock photo from the manufacturer- which you probably don't even have the rights to use. Take your own photos.

[bonjourami]

nobody can see that buyer's id but you.

[justducky59]

Yes, I told her no returns and she should have seen that upon purchase; I have always maintained no returns because I never expected this to be a long term thing; it just became so and so I left my policy alone until I was done. Frustrated because she got me to accept a lower offer and warned me that she would win if I wouldn;t refund her; think she has done this before?

[justducky59]

Wow, thanks for the advice that you didn't think I knew beforehand. Yes I fought her return because item was not NSAD.

[mam98031]

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@justducky59 wrote:
Yes, I told her no returns and she should have seen that upon purchase; I have always maintained no returns because I never expected this to be a long term thing; it just became so and so I left my policy alone until I was done. Frustrated because she got me to accept a lower offer and warned me that she would win if I wouldn;t refund her; think she has done this before?

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The rules for sellers on Ebay do not distinguish between long term sellers and short term sellers.  The rules are for ALL sellers.

All sellers have to adhere to the terms of the MBG [money back guarantee].  There are not exceptions to that.  Having a no return policy has NEVER meant that a buyer could not get a SNAD processed.  

What happened to you happened because you refused to take the return.  Which is your right to do, but that doesn't mean the buyer isn't going to be getting their money back.  The buyer is covered by the MBG.  Sellers do not get to set their own rules to the return policies.

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!

[kensgiftshop]

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@justducky59 wrote:
Wow, thanks for the advice that you didn't think I knew beforehand. Yes I fought her return because item was not NSAD.

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If you had just accepted the return, you would have got your items back before having to refund.

Since you tried fighting it, Ebay had to care of the buyer for you and when they do, it never turns out goof for the seller.

[mam98031]

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@kensgiftshop wrote:

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@justducky59 wrote:
Wow, thanks for the advice that you didn't think I knew beforehand. Yes I fought her return because item was not NSAD.

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If you had just accepted the return, you would have got your items back before having to refund.

Since you tried fighting it, Ebay had to care of the buyer for you and when they do, it never turns out goof for the seller.

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That is one of the BEST typos I've seen in a LONG time.  Dang I needed that laugh too, THANK YOU!!!

[oldwestgold]

I have found never to fight a return as a seller.  You cannot win no matter what.  Just accept it.  Don't pay for the return postage which should be stated in your return policy. At least you should get your item back and not suffer a negative FB. Yes, you will be out the original shipping, but I see many sellers have been dropping free shipping since it continues to go up. Just my thoughts from experience.