Is there a way to prevent an automated return label from being sent?

[redline_auto_llc]

This whole "we aren't offering customer service anymore" thing is getting old. I waited two days for a callback from eBay related to this return, and got the classic "we'll deal with it when it becomes a case" answer. Buyer openly admits to dropping and breaking the item he purchased on account of a packing peanut that got somewhere it shouldn't have been. We probably should have taped it up to prevent that, but I still fail to see how we go from a packing peanut that needs to be shaken out to a broken light on our dime. 

The customer service rep that we finally spoke with agreed that this was the buyer's fault, but that there's nothing they can do until it becomes a case. Problem is, with the new automated return process, there's zero options for us to prevent paying for the return label. The second they have the option to open a case they'll automatically be sent a return label and that will be that. So, does anyone know of a way to actually get a case opened up pre-return?

[mtgraves7984]

So, does anyone know of a way to actually get a case opened up pre-return?

@redline_auto_llc 

That's really a moot point. The case is already opened. The only thing you can do now is issue the return label or eBay will force the refund without a return. Sorry this happened to you.

[gwzcomps]

You can slow down the process by requiring a RMA number for the return before a label is sent. Won't stop the return from happening. The "seller make it right" period only applies if you don't accept returns. Odds are eBay won't back you up due to it being a SNAD reason regardless of what the buyer said.

[redline_auto_llc]

Yeah, I don't expect a positive resolution. Doesn't matter too much on a $30 item with $9 shipping, but when the same policy applies to everything regardless of price it can get nasty pretty quick.

Fun story about SNADs: I once sold a Cadillac motor to a buyer on the opposite end of the country. Freight bill was in the $400 range, motor I believe was around $1500. Buyer claimed SNAD because it wouldn't fit in his Nissan, so I would be out almost a grand just in shipping. This was back in the day when customer support reps had some control over situations like this, I got the buyer to agree that he would have it on a freight truck back to me by the end of the weekend (this was on a Friday). Freight trucks don't run on weekends. Called customer support bright and early on Monday, rep saw that they failed to ship within the agreed time frame, closed the case out in my favor. Never heard from the guy again.

Not saying that's the way I like doing business, but at a certain point kissing every idiot buyer's feet becomes non-viable. There has to be a better way to handle these kinds of situations. In this example, I see it as being the same as if I walked into a store, bought a set of dishes, dropped them in the parking lot, and then demanded a refund because my hands got tired. No sane business owner would agree to that, so why are we forced to here? I get when it's a grey area and customer support can't tell where things went wrong. I don't like it, but I get it. But in clear cut scenarios like this where the buyer admits to breaking their purchase, forcing a return and refund is ridiculous.

[gwzcomps]

Only solution is to quit selling on eBay. Which honestly looks more and more promising every day.

[redline_auto_llc]

I have always said and will continue to say that the second an alternative option becomes available for what I sell I will be gone without a second thought. I pay this company 5 figures a year in fees and continuously get screwed by every con artist and moron with the ability to open an app. It's sad, I remember the days when things weren't like this. But here we are, and things are only getting worse.

[aldente28]

If a buyer breaks an item then files a return case, that is fraud. There is nothing in returns that allows for buyers to break an item and return it for a refund.

If they lie and return it for a refund anyway, you can report it to ebay and file a police report. Once you have a police report, you can submit that to ebay.

Until then, unfortunately, you will have to deal with the return process and the accompanying refund. It's just a limitation of the system, unfortunately. Buyers can lie, but you can file a police report.

[gwzcomps]

Same. From what I can tell eBay isn't going to miss the ~$1000 a month in fees that I pay. There are plenty of specialty sites out there. Luckily between electronics and cars there are other sites. Just takes time to rebuild that momentum.