Non-defective item

[toyshnip]

Just wondering if we did the right thing.
A customer bought an brand new item from us. He opens a case as not as described claiming the item is defective.

We received the item today, tested it, and it works perfectly fine. We did a video showing that the item is working. It could be that the customer didn't read the manual or doesn't know how to use the item.

Since the item is open, we can not sell it anymore.

The customer wanted a replacement. If the item was indeed defective, then we would have sent a replacement. But since we tested it and it is fine, we decided to use the 50% refund option ebay gave us. From what I understood, ebay will also protect us in case the customer leaves a negative feedback.

Not an expensive item, so we didn't lose much even after the 50%.

What would you have done?

1. Send a replacement item (meaning keeping the money, but losing 2 items), with a risk that the customer will again open a case for it to be defective.

2. Give a full refund.

3. Give a 50% refund. 

[bigdeals.etc]

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@batcat63 wrote:

I'd like to see that in writing.

If true, it negates Ebay's MBG.

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No it doesn't. The buyer is then free to appeal the case. In which most likely (I've seen it personally happen 100% of the time) ebay refunds the remaining amount to the buyer from their pocket.

[7606dennis]

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@bonjourami wrote:

If they offer free returns.

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I'm not sure that simply offering free returns is going to allow the seller to get by with keeping half of the buyer's money.  I can see legal issues arising if that is the case.  Not to mention buyers being reluctant to buy on eBay once the word got out that they could lose half of what they paid simply because the seller offers free returns and then says that there is nothing wrong with the product returned as defective by the buyer.

Frankly, I can see too much potential for abuse by some unscrupulous sellers for something like that to not become a major concern for buyers and we're all aware of how eBay feels about buyers having concerns and bad feelings about their experience on eBay.  

[kensgiftshop]

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@bigdeals.etc wrote:

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@kensgiftshop wrote:

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@bonjourami wrote:

If they offer free returns.

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I thought that was only for remorse returns, didn't know it included INADs.

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Blows your mind, doesn't it?

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So, how does that work with Ebays MBG?

If buyer files INAD and seller refunds whatever they want, sounds like free returns would overrule the MBG?

[kensgiftshop]

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@batcat63 wrote:

I'd like to see that in writing.

If true, it negates Ebay's MBG.

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If that's the case, don't buy from sellers with free returns.

[18704d]

" Not to mention buyers being reluctant to buy on eBay once the word got out that they could lose half of what they paid simply because the seller offers free returns and then says that there is nothing wrong with the product returned as defective by the buyer.

Frankly, I can see too much potential for abuse by some unscrupulous sellers for something like that to not become a major concern for buyers and we're all aware of how eBay feels about buyers having concerns and bad feelings about their experience on eBay.  "

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Trust me.

I'm certain eBay keeps track of sellers who get an (unnatural) amount of faulty returns.

Lynn

[2015mhfashions]

I've always stated mistakes cost money, so if it's a buyers mistake buyer pays same as seller mistake seller pays, really do not understand why people think mistakes should be at the cost of anyone other than the one who made the mistake in the first place.

[2015mhfashions]

You need to read up on the free return policy.

[bigdeals.etc]

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@kensgiftshop wrote:

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@bigdeals.etc wrote:

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@kensgiftshop wrote:

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@bonjourami wrote:

If they offer free returns.

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I thought that was only for remorse returns, didn't know it included INADs.

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Blows your mind, doesn't it?

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So, how does that work with Ebays MBG?

If buyer files INAD and seller refunds whatever they want, sounds like free returns would overrule the MBG?

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If a seller retains a refund amount, the buyer is allowed to appeal and they will eventually get the remaining refund back, but from ebay. So ultimately the buyer will still get their full refund.

I'm sure ebay will monitor closely on the sellers who exercise this rule. A little backstory, I've actually been able to retain percentage refunds for buyers for many years now. I was part of a pilot program that gave me the choice to keep my restocking and shipping fees from a refund if I felt the buyer was abusing returns. This included SNAD returns. This was back when restocking fees were allowed and all over the place. Ebay told me they would monitor my habits, I think I was part of a test group. There were a few times I retained a percentage, and out of those a smaller percentage of buyers would appeal. Ebay would then pay them out and nothing negative would happen to my account.

I believe that pilot program was proven a success and eventually became this percentage retainment for all sellers who choose to offer free returns. Because that program is obviously no longer.

[cashvaluerecovery2011]

Rofl......to much potential for bad sellers to be unscrupulous? But years of buyers returning rocks or destroyed items hasnt led to to much potential for unscrupulous buyers to take advantage.

[toyshnip]

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@bigdeals.etc wrote:

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@batcat63 wrote:

I'd like to see that in writing.

If true, it negates Ebay's MBG.

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No it doesn't. The buyer is then free to appeal the case. In which most likely (I've seen it personally happen 100% of the time) ebay refunds the remaining amount to the buyer from their pocket.

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And if ebay asks us, we have an video of us testing the item.
We sell dozens of this item every month. It is made by a huge company (Hasbro), and the chance of it being defective is close to 0. We tested it and it works. So this is not a case of a defective item, but a user who doesn't know how to use the item. 

The buyer can appeal. The buyer can leave a negative feedback (which I think ebay may remove). But we sent a brand new item that was working. We should be the ones paying the bill.

[toyshnip]

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@7606dennis wrote:

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@bonjourami wrote:

If they offer free returns.

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I'm not sure that simply offering free returns is going to allow the seller to get by with keeping half of the buyer's money.  I can see legal issues arising if that is the case.  Not to mention buyers being reluctant to buy on eBay once the word got out that they could lose half of what they paid simply because the seller offers free returns and then says that there is nothing wrong with the product returned as defective by the buyer.

Frankly, I can see too much potential for abuse by some unscrupulous sellers for something like that to not become a major concern for buyers and we're all aware of how eBay feels about buyers having concerns and bad feelings about their experience on eBay.  

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Just remember that "free returns" means that the seller is paying the shipping to return the item. If the item is resellable, there is no reason to not give 100% refund. if the item is open, then the seller is losing 100% of the item (if it can't be sold used), so giving back 50% refund means that the seller is losing.

[bigdeals.etc]

Yea under ebay policy you should be covered if the buyer ends up leaving you bad feedback.

I really wonder how my brother does it. He sells on here... all expensive comic and fanboy figures. I know he advertises no returns. But I wonder how he handles it when items come back SNAD with open packages (no longer mint condition).

[7606dennis]

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@toyshnip wrote:

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@7606dennis wrote:

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@bonjourami wrote:

If they offer free returns.

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I'm not sure that simply offering free returns is going to allow the seller to get by with keeping half of the buyer's money.  I can see legal issues arising if that is the case.  Not to mention buyers being reluctant to buy on eBay once the word got out that they could lose half of what they paid simply because the seller offers free returns and then says that there is nothing wrong with the product returned as defective by the buyer.

Frankly, I can see too much potential for abuse by some unscrupulous sellers for something like that to not become a major concern for buyers and we're all aware of how eBay feels about buyers having concerns and bad feelings about their experience on eBay.  

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Just remember that "free returns" means that the seller is paying the shipping to return the item. If the item is resellable, there is no reason to not give 100% refund. if the item is open, then the seller is losing 100% of the item (if it can't be sold used), so giving back 50% refund means that the seller is losing.

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While I admit to not being too familiar with the free returns program, the MBG given to buyers by eBay requires the seller to pay the return shipping for not as described items.  I really cannot see a buyer that thinks the item is defective (not as described) will be willing to accept only a half of what they paid  for the item that they returned because the seller says that they found nothing wrong with the item that the buyer had returned as defective.   Do you?

It will be interesting to hear what your buyer will say to such an offer.  Please keep the board informed. 

[7606dennis]

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@2015mhfashions wrote:

I've always stated mistakes cost money, so if it's a buyers mistake buyer pays same as seller mistake seller pays, really do not understand why people think mistakes should be at the cost of anyone other than the one who made the mistake in the first place.

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Do you think that it is likely that a buyer will accept the seller's word that there was nothing wrong with the item and accept either the same item again or a refund of half of what they paid?  Sorry, I believe that they would raise a yew & cry so loud the it would be heard all the way to eBay's counting house.

The OP is basically calling the customer either a lair or ignorant.  Not what I would consider a good business model.   

[7606dennis]

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@toyshnip wrote:

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@bigdeals.etc wrote:

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@batcat63 wrote:

I'd like to see that in writing.

If true, it negates Ebay's MBG.

---

No it doesn't. The buyer is then free to appeal the case. In which most likely (I've seen it personally happen 100% of the time) ebay refunds the remaining amount to the buyer from their pocket.

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And if ebay asks us, we have an video of us testing the item.
We sell dozens of this item every month. It is made by a huge company (Hasbro), and the chance of it being defective is close to 0. We tested it and it works. So this is not a case of a defective item, but a user who doesn't know how to use the item. 

The buyer can appeal. The buyer can leave a negative feedback (which I think ebay may remove). But we sent a brand new item that was working. We should be the ones paying the bill.

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It is doubtful that eBay could accept any type of video evidence since they would have no way of knowing that the test was being done on the originally returned item or if the item hadn't been repaired or altered before the testing.  Unless there has been a strict chain of custody maintained eBay would have nothing in the way of evidence.