Help navigating first time return request from buyer that's likely scamming

[mrsprdave]

I don't consistently sell on Ebay, but occasionally sell some extra stuff. This is the first time I've experienced this so help navigating what I should do would be appreciated!

I sold a new breaker and the buyer has sent a return request:

"Doesn't match description or photos"

"This breaker arrived dirty and chipped and definitely not in NEW condition! I would like a refund please and thank you."

There are no photos or any other information. No feedback has been exchanged. No offer about shipping it back but could be implied I guess.

I'm fairly certain the buyer is scamming in some way. I carefully spent several minutes looking over every mm of the breaker before I sent it and also picked the best looking one out of the box (even though they are all new, but some have a bit of scuffing on the label from the store like normal). The top of my listing says that the new breakers don't come in packaging, because they don't have individual packaging. Literally as if you picked it off the shelf at Home Depot. I packaged in multiple layers, much more than breakers I've received myself.

The buyer picked it up from the post office 18 days ago, after being left a notice to pick it up. So I know it wasn't just sitting in their mailbox or something. It's about 25 days from purchase.

All that to say that I know what I sent, and I'm fairly sure the breaker wouldn't have been damaged in transit. But if it was, it would have been obvious on the packaging, but they didn't say anything for nearly 3 weeks?

So how to navigate... my first thought was to ask for photos showing this 'damaged' breaker/packaging. But is that the best, or would that trigger them to do something more nefarious (purposefully damage?). Or do I act like I don't care and complain afterword?

I realize I probably don't have much choice but to accept refunding... but if there is anything I should be thinking of, that maybe they would back down and/or obtain some evidence of the scamming?

interesting side experience... I sold someone else a breaker before that, and a week later they bought another and messaged me to check how quickly it ship - since they dropped and broke the first one! He was obviously annoyed with himself but thankful I could ship quick saying his loss was my gain lol.

[bonjourami]

If the buyer opens a  case, you have no choice but to provide a return shipping label, and refund after return. You can always appeal after the case is closed, but that doesnt usually do any good..sorry.

[Anonymous]

I'd provide the standard sort of apology, and request pictures of the item before they ship it.  Then take pictures of the box, packaging, and item when it reaches you.  Did you save the pictures of the original item?  Or just a catch all picture?

Returns are a pain in the neck, but it's part of every business.  Accept the return, offer to send them a refund, and add them to your Blocked Bidder list.

[albertabrightalberta]

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@Anonymous wrote:

I'd provide the standard sort of apology, and request pictures of the item before they ship it.  Then take pictures of the box, packaging, and item when it reaches you.  Did you save the pictures of the original item?  Or just a catch all picture?

Returns are a pain in the neck, but it's part of every business.  Accept the return, offer to send them a refund, and add them to your Blocked Bidder list.

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@Anonymous wrote:

I'd provide the standard sort of apology, and request pictures of the item before they ship it.  Then take pictures of the box, packaging, and item when it reaches you.  Did you save the pictures of the original item?  Or just a catch all picture?

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The buyer isn't required nor should be asked to send pictures. 

The buyer opened NAD and the seller either has to refund (without requiring return) or to accept the return and pay for the return shipping label. 

If you fight it, ebay will give the buyer a refund (from the seller's funds) and let them keep the item.

[itscalledapostingid]

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115 

[downrightspecialkids]

Just reply to please return for refund. You can ask them to send photos, but ebay won't make them, and there's no guarantee they'd send photos of your item. If they send back something other than what you sent, you report them for abusing returns, and ebay will credit up to a whopping 6.00 of the original shipping label. I don't know if it's all sellers or just Top rated, but when an item comes back in a condition other than how I sent it, I can withhold original shipping and up to 50% of the item's cost, but again, I'm not sure if everyone can do that, or just Top rated sellers. Don't issue a refund without them sending it back. So many sellers do this and it just encourages this behavior. People complain expecting to be offered money. 

[mtgraves7984]

I'd ask the buyer to open a Return request, then approve it and send a return shipping label. Refund only upon return to you.

[mrsprdave]

I guess the main question is, do I try to message back asking something like for pictures, hoping it's enough for the buyer to have second thoughts/doesn't bother responding? (then what happens, does the case close?)

Or to just figure out a return label without saying anything so that he thinks all is smooth and not try to pull something else, getting the item intact? (and hope he can't be bothered to mail it back). It was a fairly far shipping too.

[mrsprdave]

I'm inclined to think he knows the system enough that he won't just drop it by messaging, but I'm suspicious if he's bluffing hoping to get some refund without returning... It is a hard to find breaker if he really needed it, unless he found out he just didn't need it is the other suspicion.

[gamersbaystore]

First off, its against ebay's policies to demand a refund without returning the merchandise first. I would let your buyer know that. If they give you any lip, report them for it from the transaction.

As for what to do with the complaint, follow others advice and provide a return label.

Either way, buyers are not entitled to refund. That self-entitlement is their problem, not yours.

If the buyer leaves negative feedback, it will be easier for you to get it removed because your buyer violated ebay's policies.

[mrsprdave]

To clarify some of the responses, he did file a return request (I got an email from Ebay), and the above quotes are the reason and comments

[bonjourami]

Then be sure to respond to the case, or Ebay will refund him without returning the item and you will receive a defect too.

[lamber9347]

@mrsprdave You seem to be a very reasonable seller. The majority of the advice here is correct, you will lose the case. This platform offers a money back guarantee to all buyers so the buyer will win. There was one suggestion that sounded a tad combative- please ignore that one. Do not become hostile or tell the buyer they are doing anything wrong, that will not work in your favor. Remain as hospitable as you are in this thread. Accept the return, send the return label, get the breaker back and you can re-sell it. If it sold once it will sell again. Best of luck to you.... 

[lakefor94]

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@mrsprdave wrote:

To clarify some of the responses, he did file a return request (I got an email from Ebay), and the above quotes are the reason and comments

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Just accept the return and make sure either eBay provides a return label at your expense or you provide a return label. 

You don't have to message the buyer at all !!  Forget about all these scenarios you are thinking up and wait for the item to be returned before refunding.   

[mrsprdave]

Thank you for all the good responses (well, not that great of result for me but what it is...lol)

I was wondering if I was missing anything not wanting to be a pushover... but it seems the system is designed to make us be a pushover - or be run over.

So the next step is to see about getting him a label, it'll cost me another $20+, but I don't see contacting him being productive - anyone worth their salt knows some specs of dust doesn't affect this...

When I contacted Ebay about some questions, they did say "You may report the buyer now so eBay can open an investigation here for you." Also said they must provide photos.  I take it from here I don't want to do that