Just so I'm prepared

[gurlcat]

A buyer received their item yesterday and wrote to me making a claim about its' color, but they didn't include any photos.  They weren't asking for a refund though, just asking questions regarding how I packed it.  So I answered, but then they followed up with more questions and statements (in broken English) about the item, things I described very carefully in the ad.  So obviously they didn't read it before bidding.

From my experiences on other sales/auction sites, I'm getting that sinking feeling about this person.  I set up this sale as a 'no refunds' one, but I know there are ways around that.  I've read several disturbing posts here about Ebay seeming to just honor 'item not as described' claims with zero proof and with the seller's full proof (via email communications) that the buyer is just an idiot and/or scammer. 

So my questions are:
1. Is it really the official policy that a buyer can force a refund with no proof of an item being other than described?
2. If Ebay forces the refund, does the buyer have to send the item back?
3. Does the buyer have to pay for shipping to return it?
4. Does the seller have any recourse if the item comes back damaged?  --I don't mean possible shipping damage, but say it came back obviously tampered-with by the buyer.  Like say they clearly attempted to paint it and ruined it (just an example).  

[emerald40]

Is it really the official policy that a buyer can force a refund with no proof of an item being other than described?
2. If Ebay forces the refund, does the buyer have to send the item back?
3. Does the buyer have to pay for shipping to return it?
4. Does the seller have any recourse if the item comes back damaged?  --I don't mean possible shipping damage, but say it came back obviously tampered-with by the buyer.  Like say they clearly attempted to paint it and ruined it (just an example).  

_________________________________

1.  All a buyer has to do is open a claim for snad, and you will be forced to refund him.

2.  When he opens claim, immediately check the box return for refund.  Then yes, he will have to send it back.

3.  On a remorse case, buyer pays shipping.  On a snad case (not as described) seller pays for it by sending a return shipping label.

4.  Ebay does not see the item going or coming.  So they do not know if you sent it damaged or if it was damaged in transit.  So they will pretty much always err on the side of the buyer.

As for your buyer stop communicating with him.  A simple I am sorry you are not happy.  If you wish, open case for return and upon receipt of the item I will refund you.  Rinse and repeat.  It is now in his court to make the next move.

[emerald40]

Is it really the official policy that a buyer can force a refund with no proof of an item being other than described?
2. If Ebay forces the refund, does the buyer have to send the item back?
3. Does the buyer have to pay for shipping to return it?
4. Does the seller have any recourse if the item comes back damaged?  --I don't mean possible shipping damage, but say it came back obviously tampered-with by the buyer.  Like say they clearly attempted to paint it and ruined it (just an example).  

_________________________________

1.  All a buyer has to do is open a claim for snad, and you will be forced to refund him.

2.  When he opens claim, immediately check the box return for refund.  Then yes, he will have to send it back.

3.  On a remorse case, buyer pays shipping.  On a snad case (not as described) seller pays for it by sending a return shipping label.

4.  Ebay does not see the item going or coming.  So they do not know if you sent it damaged or if it was damaged in transit.  So they will pretty much always err on the side of the buyer.

As for your buyer stop communicating with him.  A simple I am sorry you are not happy.  If you wish, open case for return and upon receipt of the item I will refund you.  Rinse and repeat.  It is now in his court to make the next move.

[Anonymous]

eBay has no way to see what you shipped or what the buyer received. Because of this they favor the buyer, even when evidence may be overwhelming that they're not telling the truth.

If the buyer files a "not as described" return click the "Accept Return" button. If you wait for eBay to force it then you will get a defect on your account for not being able to resolve the situation yourself.

You will have to pay for return shipping if a not as described claim is filed. You will have to refund when you receive the return.

If the buyer does not ship the item back within five business days of when you approved the return then you can call to have the return closed in your favor, but the buyer can still go to PayPal or their payment source to file a claim.

If the item comes back in a condition that's altered, or if it's obvious their claims were false you can call eBay and ask them to appeal the return shipping cost, but don't ask them to appeal the entire case as you will lose and get a defect on your account.

[goodluckselling]

First let me say eBay does not force refunds.  They allow buyers who are in possession of the item to open not as described requests for returns.  Since the buyer has the item they are now the one who can best decide if it was what they ordered or not?

Buyers are required to send the item back in order to get a refund.  They also have a limited amount of time to do so after the seller or eBay auto approves the return request.  For not as described requests the seller always pays for return shipping or if the value is low the seller can just refund without a return.

If a seller has free returns (which you mentioned you do not) then a seller with this policy can deduct some of the refund due to damages like you mentioned.  All other return policies have to issue full refunds.

If you have a bad return you can contact eBay and report the buyer with details about what you have proof of and they will take the report and maybe credit something back to you (not guaranteed).

[pburn]

1. Is it really the official policy that a buyer can force a refund with no proof of an item being other than described?

Yes.

2. If Ebay forces the refund, does the buyer have to send the item back?

Sometimes yes, sometimes no.

3. Does the buyer have to pay for shipping to return it?

No--not for a SNAD case. The seller pays return shipping.

4. Does the seller have any recourse if the item comes back damaged? --I don't mean possible shipping damage, but say it came back obviously tampered-with by the buyer. Like say they clearly attempted to paint it and ruined it (just an example).

In theory, yes. In practice, no. Most sellers who post on these discussion boards report being unsuccessful at appealing a return like you've described. Some--a few--have been successful.
________________________________________________________

It is generally recommended that a seller accept a return-for-refund request when they receive it. Forcing eBay to step in will generally not go well for the seller. Your "no refund" policy is trumped by eBay's Money Back Guarantee, which states that if an item is not as described, it can be returned for a full refund.

If your buyer starts hinting around at a partial refund, most sellers will advise that you simply state that you will be glad to give them a full refund when they return the item (meaning, when you get it back).

I'm sure if I've missed any nuances or misstated any information, someone will be along to fill in the gaps or correct my statements.

[castlemagicmemories]

Hopefully all will be well.  Try to not worry.