I can't believe eBay's return system

[jedid37]

The buyer opened a case without contacting me about it first, claiming that the item was defective.

He bought a statue/figure of a movie character, which he claimed one of the arms fell off.

Well, this is totally normal, because the arm was made to come on and off as it is magnetically attached to the body. I tried to explain this to the buyer and even provided an email response I got from the CS team of the company that produced the figure. The buyer kept arguing and demanded a refund. I would have gladly given the refund if the item was really defective, but it was clearly fine, the buyer could not even provide me with clear photos or any other evidence that it was "broken." Not to mention the returns shipping would have cost me over $400 due to the buyer's location. I understand that it is the buyer's right to return dissatisfactory items, but I believe they should not be allowed to return items for no good reason, especially if they are clearly making a false claim. I have lost almost $1000 due to this awful transaction and dispute with the buyer and eBay. How can you take the side of the scammer and take the funds away from me like that? Selling on this platform for three years, I feel like eBay never takes care of their sellers and all the rules only exist so that buyers can take advantage of them. This is ridiculous. I am not rich, and this amount of money is no joke, not to mention the mental damage I have received from dealing with this event. There need to be changes to the policies here, or else it seems like there is no future for innocent sellers. 

[fab_finds4u]

Too bad you didn't come here first.

ebay doesn't  decide returns case by case. The buyer doesn't  have to prove defective or broken and eBay doesn't look at your email from the company that produced it.

You only have two choices if you want the item returned after a return is filed. 

You can refund in full and let them keep it or you can provide a return label and refund when it's been returned. If you don't  resolve the return and eBay steps in  it can go either way. Usually when eBay is asked to decide  they get a refund and they aren't required to return it .

[1funkydude]

I know it’s frustrating, I feel for you. This is unfortunately part of doing business on the internet.  Returns and fraudulent returns are an economic drain on all who sell, be they large or small. But it’s unavoidable. Yes, buyers take advantage of the rules here just like they do on Amazon, and retailers in general like Walmart and Target. A platform like eBay could never mediate the millions of disputes, so they default to the buyer. If you think it through, they have no choice. 

You’re selling relatively expensive items and shipping them overseas (I’m guessing). You’re a sitting duck for the scammer. I’m not saying you shouldn’t sell here, only that if I were you I’d go through my entire operation before I sold another item to see if this is the best venue for my model. 

[mam98031]

The buyer opened a case without contacting me about it first, claiming that the item was defective.

Ebay has never had a requirement that a buyer must contact the seller before opening a claim.

In the future, it would likely be a good idea to include in the description that the arms are removable and can be reattached without any harm or damage to the item.

Did you pay $400 to ship to the buyer's location?  

How have you lost $1000 if you haven't refunded or process the return?

Ebay's return policy can be a tricky situation for sellers.  But this buyer does have the right to return the item.  If the buyer is aware of how expensive shipping is, they may be fishing for a partial refund.  Maybe offer them half of what the shipping would cost you if you took the return.  Just a suggestion.  I personally don't like partial refunds, but in the face of a big shipping bill, I'd likely consider it.

[missingcord]

This is terrifying. I am so sorry you had to go through that. 

[12345jamesstamps]

I would maybe change your "seller does not do returns" to where "you do returns and buyer pays for returns".  Most buyers usually think it's a hassle to re-mail something back to seller. That would probably take care of some future returns. No returns does not means no returns no matter what.

Arguing with a buyer is not the way to go either. Try to be business like and polite and not do so many emails back and forth. This will take from getting a negative feedback.

You do got some really cool items as well.

[hartungcards]

$400 for return shipping?  Is your buyer on Mars?

[powell-memorabilia]

$400 seems reasonable.  Those are some pretty big items - can't be cheap to return from overseas.  Those are really cool items.  No way I'd pay those prices, but I can see why some would.  

[dbfolks166mt]

     Which item was this? You are in South Korea not sure where you shipped it to but I am going to assume it was international which would explain the $400 shipping cost to return the item. You may want to revisit the eBay MBG it is VERY heavily weighted towards the buyers. 

     Really sorry this happened. Not sure what your actual loss is on the item since I don't know what you paid for it or what the outbound shipping was. Unsure of the reason for the return but there is also the possibility that eBay may retain their fees from the original sale. Given some of the numbers you have quoted I can understand your anguish. I tend to avoid listing high dollar items on eBay and always avoided heavy bulky items due to shipping costs since like you I cannot afford to take a substantial loss on a transaction. 

[isaiah53-57]

Yup