How to appeal the decision on a case

[silver_surfer03]

Hello,

I made a sale and specifically listed "No returns aceepted" in the listing. I had a customer mesage me that his product was defective, which I know it wasn't as I personally inspected and tested the product before being sent. He bought 2 of them. I accidently clicked the wrong reply when he asked for a refund which was to accept the return... I message the buyer and explained what happened and that I don't accept returns, but since I clicked the wrong item to proceed to send the item back. He send it back (opened of course) and I again inspected and tested the item. I sent him a message saying that I had inspected and tested the items and instead of issuing the refund would be sending the items back to him. He replied and said that he just didn't like the items. So he opened a case with eBay. Ebay of course sided with him and automatically issued the refund. How does this work since it says no returns accepted. That makes no sense-- where is the seller protection and how to send a message/ letter to eBay explaining that the buyer is not always in the right and to state something is defective just because you no longer want it after you've opened it and used it is just crazy! He then sent me a message after he got his refund saying I could send him the items if I wanted to... so of course I replied and said absolutely not that I was trying to resolve the issue but since he opened a case with eBay and stated something was defective just because he no longer wanted it was not the thing to do. Arg! the frustration! 

[plugins67]

there should be a place for you to apeal if not call ebay ,an apeal it

[fortys-tech-n-stuff]

you should refund but deduct your shipping and any restocking fees, but it's up to you how you want to proceed,  I don't see ebay being very sympathetic to your situation.  Definitely do not resend the items to the buyer.

[lookng2015]

At the very least if you have his admitting he 'just didn't like it' in eBay messages, report the buyer for misuse of MBG.

then I'd call eBay and appeal that it was a buyer's remorse case not a SNAD and as you don't accept retunes you have the right to refuse a return.

[threshold.sales.group]

My $0.02 is that you'll be better off just moving on and relisting. 

Fwiw, on eBay there is really no such thing as a "no return" policy (compared to "as is - where is" at a live auction).  eBay's 30 day money back guarantee overrides everything as soon as the buyer files a "not as described" claim - whether true or not.  In this case because the listing had "no returns" the buyer engaged in a what they believe to be a white lie and claimed your item was "not as described" simply to return it.  When you mistakenly accepted the return you most likely saved yourself from an unresolved case strike and now since you have the item back, you'll need to refund before eBay does it for you and gives you the case strike you just missed earlier. Fair - no way, but in mail order when confronted with a bogus return if you get the actual item back in saleable condition and all you're out is the freight, then that's a win 

[plugins67]

that right on ebay people have to be sure what they see they like what they see ,so just not likeing it ,ebay sides with that a lot apeal it

[oaklandmaryland]

Ebay makes it very clear that the ONLY party that can appeal now is the buyer.

[starroute-us]

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@oaklandmaryland wrote:
Ebay makes it very clear that the ONLY party that can appeal now is the buyer.

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Really, where did you find that information in policy?

I know many sellers that are successful with appeals.

The important part of filing an appeal is to have NEW information all ready for upload to ebay. Send to yourself via messages.

Then call ebay to appeal.

Use the call back option if available a US rep is needed, ask for a defect removal specialist.

[no-haggling]

I've won 3 appeals. You need to ask for the RESOLUTION Department (I think that's the one??). Anyway, don't waste time telling much of your story to the 1st CS that answers the phone.

If you already refunded the money I think you are out of luck. If you havent refunded yet, you should win this on appeal. Most SNAD cases are simply awarded to the buyer if you let them time out. To win before appeal you need to call CS, explain your position and if they are sympathetic, tell them to escellate the case and make a decision.   If you feel the agent isn't sympathetic, tell them to have a nice day, hang up and try again with a different CS (really!).

You hold the winning hand here. The buyer admitted they had buyer's remorse but opened a SNAD and they returned an item not in the condition it was received.

[plugins67]

same hear I have appealed cases an won them ,for certain ,an havehad them pay me for half the price of the product too,got to work them couse they work us

[plugins67]

try to bring that up to a rep that he said have them look at the message that he said you can mail it back to me now that I got my money back ,trying to get something for free ,you got a case I think if time has not run out

[tellis27az]

Hey I need another trigger

[tellis27az]

Email me please

[liz-mick]

I got a real nasty woman claiming a 'spot' on a purse that she sent where you can't see anything. She kept emailing and emailing. I told her I only accept returns for valid reasons and she did not prove it. Filed buyer complaint on her. went thru return process - asked for ebay to resolve and they sided with her. I want to know why. Also I swear I put up a paypal hold but perhaps ebay beat me to it because paypal claims the buyer filed first.

Please help me because it is so documented I can't understand it.

[retrose1]

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@liz-mick wrote:
I got a real nasty woman claiming a 'spot' on a purse that she sent where you can't see anything. She kept emailing and emailing. I told her I only accept returns for valid reasons and she did not prove it. Filed buyer complaint on her. went thru return process - asked for ebay to resolve and they sided with her. I want to know why. Also I swear I put up a paypal hold but perhaps ebay beat me to it because paypal claims the buyer filed first.

Please help me because it is so documented I can't understand it.

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First off, this is an old thread, filled with outdated information - you should start your own thread.

But we will tell you that if you had done some research about selling on ebay, you would have discovered that ebay ALWAYS finds for the buyer now.  And that work it out with a buyer who is obviously trying to scam you, means refund the buyer and ebay will not see it any differently.

That ebay has been luring newbies to list their high dollar, high risk items on their site without warning the buyers that scammers are profiling them, knowing that the newbies will make mistakes.

Mistakes - like listing items that are worth more than their recent selling feedback.

Like listing items No Returns - because they get stubborn about their no returns policy and on ebay no returns does not mean no refunds.

Mistakes like asking ebay to resolve.  ebay believes that buyers are their customers and that sellers are easily replaceable so ebay will ALWAYS find for the buyer.

Personally, if I were you, I'd wait to list some of the high dollar items until you have done a lot more research about how to deal with ebay's recent 'hidden' policies and that you have a lot more selling feedback.  Hint, I have thoughsands of selling feedback and would never list a $100 leather purse on ebay as purses are in the top ten scam items here.