Keep messaging Fraudulent buyer?

[sandrllc]

I have an issue where someone bought a unique tape machine neither of us knew much about. I purposely left out compatibility specifications as I would prefer someone who knows what they are looking to buy the item. The buyer purchased assuming the format of tape they had would work and did not know there were different variations to the tape format with compatibility issues.

After messaging me and we figured out their format was not compatible, they opened a not as described return saying if a format was not compatible, it was my responsibility to say so in the listing. I disagree and think this is a buyer remorse return so I called ebay to discuss the situation.

The buyer turned adamant and nasty after I told them I was not accepting their return and the only thing ebay told me was to keep contacting the buyer until they step in in a few days. I can't figure out why ebay wants me to keep contacting the buyer as we both clearly disagree on who needs to take responsibility.

My question is, why does eBay want me to keep messaging the buyer? Do they mean try to work something out with the buyer before ebay steps in or do they mean messaging will somehow help my case when deciding on the case?

[caldreamer]

EBAY Money Back Guarantee (supersedes "no returns policy") allows customers to return item by claiming "not as described, defective, counterfeit" (you are forced to give full refund) plus shipping BOTH ways.   EBAY does NOT require customer to prove their claim.     If you refuse to accept return (EBAY will take your money and give customer immediate refund) and you will get a "defect" on your account for not following their policy.

Sorry but you can never win case against buyer...

[ittybitnot]

 the only thing ebay told me was to keep contacting the buyer until they step in in a few days.

@sandrllc 

That was horrible advice.  

Have you shipped this yet? 

[sandrllc]

eBays Money Back Guarantee actually discusses buyers with remorse wrongly selecting not as described for a return reason. I don't know that it would make sense for ebay to step in if they would automatically decide in the buyers favor every time.  Either way, I'm more focused on the weird information support told me.

[sandrllc]

Yeah, the buyer is trying to return, more details are in the OP.

[itscalledapostingid]

Yes, ebay does expect the seller to work these problems out themselves in a timely manner so they don't have to step in.

You will be much better off to resolve it yourself than to have ebay step in.

[reallynicestamps]

I purposely left out compatibility specifications as I would prefer someone who knows what they are looking to buy the item.

Gosh.

And the buyer was disappointed?

Whoda thunk it?

You played a game and you lost the game.

The ref gave you a penalty-- pay for the return and refund on return.

Or you can ignore the penalty and lose the machines, be charged the refund anyway, and get a Defect on your selling account.

It's business, not a game.

[48hrs-clothing]

Re:  Do they mean try to work something out with the buyer before ebay steps in or do they mean messaging will somehow help my case when deciding on the case?

Yes eBay would prefer it if you and buyer agreed on something/ reached a compromise before case is escalated as this would avoid disappointment for  seller or buyer.

eBay at their discretion may view the message s exchanged and these could influence outcome of case.

I would have accepted the return when buyer messaged advising that item was not compatible if only to avoid  INAD case as these can always go against sellers especially when INAD case is not accepted and return label provided to buyer and in almost all cases seller ends up without the item and money.

Good luck and hope it works out to your satisfaction.

[kensgiftshop]

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@sandrllc wrote:

eBays Money Back Guarantee actually discusses buyers with remorse wrongly selecting not as described for a return reason.

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It doesn't matter why they want to return it, what matter is the type of case they open.

Since the buyer filed an INAD, you need to accept the return and pay return shipping, if you want the item returned before refunding.

If you don't, they could refund the buyer from your account and let them keep it.

[threelittlelambs]

If eBay has to "step in" they will refund the buyer AND let them keep the item. You have no choice but to accept the return in a case like this. (That was terrible advice from the CSR. Unfortunately, many of them have no idea what they're talking about).