Policy on items returned in a different condition than were fraudulently claimed as not working

[oblivioncth]

Hello,

While I'm no stranger to eBay's strict, yet sometimes nebulous handling of buyer disputes, I'm curious on paper what my theoretical options are here.

A buyer bought an item that was new and sealed in box, who is now claiming that if has an issue and doesn't work right; however, I have reason to believe this is user error or may not be the case.

I know that if I can't work this out with the buyer through messages that I will have to accept a return of the item due to eBay policy.

But what if I receive the item back and it works fine?

Normally, this wouldn't be the end of the world if the item was used as I'd just sell it again and be out a little shipping. Most of the time you see people talking about this it is regarding used items and them trying to get ebay to refund them for the shipping cost since the buyer wasn't truthful; however, I haven't found people talking about this situation when the item is also returned in a different condition, which in this case has a much more significant monetary affect than the shipping cost.

So if I receive the item back and it works fine, is it conceivably possible that I could issue a partial refund due to loss in the items value even though it was initially claimed as not working?

I know eBays lean towards buyers and how much they'd complain after the fact obviously make this a bit gray.

[titipeo]

I understand your concerns, sold a "new" item, and received a "opened box" item in return, thus rendering it "not new" and can't sell it as such. Unfortunately eBay wont be off much help for this, other than accept the fees it will charge you when you decide to sell the item again in "not new" condition. 

Unlike retail stores that can take the hit for similar things, you are the seller, and you are the one that has to take the hit, eBay only provided you the means to sell. 

Good luck. 

[12345jamesstamps]

It was sealed in box mailed to them and I would want it returned to me sealed in box.

This sounds like sending stuff on approval. 

And make sure they use tracking with signature at their expense for returning it.

Some people will put the broken one returned to seller and keep the new one(the one you sent).

Their old one might have broken and it would be easy to get a new one and send you back the old one.

I have hear that many times and had a few problems like this as well.

My other half insists on buying the same model of some things not in store anymore...and usually can find it for sale on EBay from someone.

Good luck.

[momdadsstash]

One of the other things that hurts, is not only getting back something you took a value loss on but you had to pay (return label) to get it.

Smaller sellers aren't Amazon with the huge shipping discounts...nor the volume of sales and earnings.

[luckythewinner]

The policy is that buyers shouldn't do it. But like other policies, eBay has no way of verifying whether they did this or not.

But IMHO it is perfectly valid to return a sealed item that has been opened if what caused the Not As Described return was hidden and could not have been discovered without opening it.

I believe one of the perks of Top Rated Sellers is the ability to deduct of to 50% from the refund if the item does not come back in the same condition.

[pjcdn2005]

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I believe one of the perks of Top Rated Sellers is the ability to deduct of to 50% from the refund if the item does not come back in the same condition.

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Only if the seller offers 30 day or longer returns.   I don't think that the op offers returns.

[pjcdn2005]

Here is the policy...

Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer - opens in new window or tab
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

An item is returned after it was used or damaged by the buyer

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

[kensgiftshop]

@oblivioncth 

If the buyer filed an INAD, they can return the item in any condition and you have to give a full refund.

If you get it back and there is nothing wrong with it, report the buyer for abusing the MBG and relist it.

[kensgiftshop]

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@12345jamesstamps wrote:

It was sealed in box mailed to them and I would want it returned to me sealed in box.

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If they claim the item doesn't work right, they have to take it out and try it to find out if it works or not.

[mtgraves7984]

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@pjcdn2005 wrote:

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I believe one of the perks of Top Rated Sellers is the ability to deduct of to 50% from the refund if the item does not come back in the same condition.

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Only if the seller offers 30 day or longer returns.   I don't think that the op offers returns.

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@oblivioncth 

Yep... @pjcdn2005 is correct. Moving forward, you might want to revisit your Returns policy. I'm TRS and offer 30-Day (Buyer pays) Returns. This is one of the last seller protections left... and it sure comes in handy when you need it. 

[oblivioncth]

Interesting, I would be willing to take returns as long as the item isn't opened (i.e. returned in same condition), so since I am Top Rated perhaps I should set that to my policy for now on. The others are correct in that for this item in particular it was set to "No Returns"

I know in this situation that I am forced to take the return if they describe as INAD, but my question pretty much is that if I get the item back and it turns out their reason for claiming INAD is illegitimate, is there any action I can take (not including future precautionary actions like changing my return policy)?

[kensgiftshop]

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@oblivioncth wrote:

I know in this situation that I am forced to take the return if they describe as INAD, but my question pretty much is that if I get the item back and it turns out their reason for claiming INAD is illegitimate, is there any action I can take (not including future precautionary actions like changing my return policy)?

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You can report the buyer for abusing the MBG, but it won't do any good for you, but might help a seller later.

[mtgraves7984]

I know in this situation that I am forced to take the return if they describe as INAD, but my question pretty much is that if I get the item back and it turns out their reason for claiming INAD is illegitimate, is there any action I can take (not including future precautionary actions like changing my return policy)?

@oblivioncth 

I tend to find that if an item sells once, it will sell again. Dance a jig and relist for the right buyer. Good luck!

[oblivioncth]

I'm confident it will sell, I'll just have to sell it as Open Box instead of new, which will of course go for less. But alas if that's how it must be, then I guess I have to just accept that :/.

[mtgraves7984]

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@oblivioncth wrote:

I'm confident it will sell, I'll just have to sell it as Open Box instead of new, which will of course go for less. But alas if that's how it must be, then I guess I have to just accept that :/.

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@oblivioncth 

I'm impressed with your attitude... and in the fact that you know the difference between sellable and saleable. 🙌

Returns are no fun, and false INADs are just flat-out disheartening. But you think in flow charts... you got this!