Please help me understand this

[admac_9655]

I sold an iPhone 12 on eBay. The buyer acknowledges that they received the phone in full working order and that it worked fine for a week. They are claiming that the phone went into restore mode. I denied the request to allow the return. eBay stepped in to settle the case and sided with the buyer. He can now return the phone to me. So I'm out a phone and I'm sure eBay will attempt to recover the funds from me. To further exacerbate the situation, there is another seller on eBay that is dealing with the same issue with the same buyer. I feel as though I'm in some kind of alternate reality. How can a buyer, who acknowledges receiving a perfectly functioning phone, suddenly demand a return when the item is damaged outside of the seller's control? 

[albertabrightalberta]

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@admac_9655 wrote:

I know the buyer had a similar situation because I checked the buyers feedback and contacted that seller. It is almost the same situation. 

So the buyer received a fully functional phone, broke it, and still gets their money back? In what world is this logical? 

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The buyer is NARU so ebay must have seen the pattern.

[albertabrightalberta]

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@admac_9655 wrote:

 eBay policies specify what should happen in the case of a forced return. The buyer must return the item to the seller. 

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When a seller denies the return request and ebay has to step in, ebay usually lets the buyer keep the item because they assume if the seller wanted it back, they would have approved the return and provided a label.

[muchloveria_6]

Then why should we keep selling on here? Seriously! Because this is bad business no joke and why would a company act this way? Something is really shady about it honestly. Many rumors out there. I don't know what to believe anymore. It smells of corruption. 

[muchloveria_6]

It's not black and white though. Because I've read the buyer protection and under their buyer protection this seller should be covered. One problem is too many people think "status quo" "this is the way it is" but that's the problem! Change needs be implemented because as of now eBay is a sinking ship because they continue this bogus policy. It's sellers who are their bread and butter but they refuse to see it and it will be their downfall. They shouldn't allow a customer to scam over 50x before doing something and the guardian has already clearly proven that's the case! And then eBay apologies every time their caught and then it happens all over again. How about we stop the process and actually stop the fraud? Is it because eBay profits from it somehow? That's the only real reason that makes sense. It doesn't take a brain scientist to see it. They have to be benefiting somehow and just by the fraudulent gift card stuff that goes on all the time, it's pretty easy to imagine how their doing it. Do some Google research and you'll be blown away by some of the stories and evidence out there. eBay is known as a company who treats their sellers badly, that's what's becoming most apparent. But why aren't they trying to fix that? They would only not fix it if it's profitable, right? So what's going on? It just doesn't make sense with how obvious a lot of these scams are the customers are pulling. And other company's don't behave this way, they don't allow this – fraud is illegal, no matter what. So what's really going on? 

[stephenmorgan]

You can always appeal eBays decision.  

Notice of Dispute

https://p.ebaystatic.com/aw/help/legal/Notice_of_Dispute.pdf

[handsonthewatch]

A seller can not deny a return, that ebay is able to approve. Why do people keep saying this. A seller has two choices. Accept the return, because he has returns accepted or because it's a NAD case. Or Deny a return, because it's a buyers remorse case and seller doesn't accept returns. THAT'S IT. What is everyone else talking about exactly? Ebay can not step in on the latter case. And a seller can't "deny" the former case. They can just not do anything at all. Does that count as denying? Denying by inaction? I guess. But seller specifically said they denied the return, rather than not approve the return. 

Also, if ebay steps in to push a return, the buyer still has to return the item. The ONLY time this isn't the case, is if the seller is required to provide a label, and does not.  So no, ebay does not just let the buyer keep the item, as you are missing a few steps in this process. First, seller does nothing, and buyer then escalates to ebay. Ebay then creates a case, and sends the buyer a label. If they can not, they then tell the seller they have 5 days ( or 3? can't remember), to provide a label. Then, and only then, if the seller does not do any of those steps, will ebay finish the process and decide the CASE for the buyer, which refunds them and lets them keep the item. 

[handsonthewatch]

Not once, ever, has a buyer not sent back the item. And I have A LOT of returns. Yes ebay always sides with the buyer. But sometimes they help you AND the buyer. Can some buyers send you nothing back? Sure. But to claim you'd be LUCKY if that doesn't happen to you? Look, I'm a staunch critic of ebay. I will side against them in 95% of situations. But you are being very hyperbolic here. And now, if you offer free returns, you can even deduct 50% if the buyer does something, and ebay will eat that cost if the buyer complains. Probably not for long, but it is currently the case. 

[kylev219]

I hope you have the IMEI and serial number to the phone you sent and make sure your getting the same phone back.