Refund request for “damaged item”

[jaxnpark]

Hello. My names Eddy and I am a newer seller on eBay. I’ve run into my first “damaged item” refund request from a vcr I sold recently. Obviously disappointing and puzzling. I packed this thing good. Really good. The damage was such a small piece on the back that it seems puzzling consumer wouldn’t want it even after I regrettably offered half their money back. They confirmed it still works just fine it they would rather return it. Now I’m out two shopping cost and have a damaged vcr. What do I do?  Thank you in advance. 

[iamalwaysright]

Yea looks like you’re going to have to lose money on this one. You being a newbie, the best way to handle this is to tell the buyer to file a return request on eBay and you’ll approve it despite if you had the listing to not accept returns. Either way eBay will force you to approve it if the buyer files item not described for the return. Once the return is open MAKE SURE you proactively follow the steps within the given timeframe eBay gives you. I don’t know what automation you have with this so let’s assume you have the setting to do everything manually. Accept the return within the timeframe. You’ll be on the hook for return shipping which you’ll have to issue within the timeframe. You can choose to use eBay generated return postage labels that they’ll charge you for if the buyer uses it. Wait for the buyer to return the item. When it arrives issue the refund within the timeframe. Check the return page daily in case the tracking says it got delivered to you before you actually receive it, this can sometimes happen. Your time clock for the window will start when tracking shows delivered and not when you receive the package. Ignoring the clock in any step may result in seller penalties.

[reallynicestamps]

You have to refund.

You can demand (and pay for) the return, even if you have a No Returns policy.

A No Returns policy means you never want to see it again, and are willing to abandon it after refunding.

Get it back, refund, examine the problem, reDescribe, rephotograph, relist.

List at original selling price, with problem described and pictured, and take Best Offers.

In passing aren't there constraints on selling used motorcycle helmets, like those on used babycar seats?

[fashunu4eeuh]

Hi @jaxnpark and welcome. Transit damage can happen to contents even when well packed. Electronics especially are susceptible.

I see you have a No Return policy on the listings i reviewed. On eBay, sellers are still expected to handle return requests on damage claims. I would urge you to consider accepting returns in the future (you can choose buyer pays return shipping) if you decide selling on eBay works for you.

Returns are a fact of life in retail. To cover the rare return, i do three things. 1) Out of every sale, i set aside a small amount that goes into a fund to cover return expenses. And 2) in addition, i also keep an amount of working capital in suspense that equals the price of the highest sale i made so any return can always can be promptly refunded in full. 3) USPS has free shipping insurance on Priority packages. If you use this class of postage,  buyer damage claims can be submitted to the postal service in hopes they will reimburse you for such a loss if the carrier is found liable.

Eddy, can you clarify— are you saying you refunded half the buyer’s money on a damage claim? Or was that an incentive to encourage the buyer to keep the item?

Wish you much success going forward. Good luck!

[inhawaii]

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@reallynicestamps wrote:

A No Returns policy means you never want to see it again, and are willing to abandon it after refunding.

---

People keep saying that and it is just not true.

I have a no returns policy and I DO want my item back and I DO get my item back before I refund.

[linus.hux72fe]

A No Returns policy means you never want to see it again, and are willing to abandon it after refunding.

This is absolutely NOT true and I don't know why it is so often repeated here on this forum. That is simply not eBay policy.

A no returns policy simply means the seller does no accept remorse returns.

It has nothing to do with being willing or unwilling to abandon an item after refunding.

It has nothing to do with having to issue refunds for NAD claims as we all know is required.

It is ONLY that the seller does NOT have to accept remorse returns. (The seller can choose to accept that type of return or not.) 

I am a no returns seller and have been for my duration here. I do want my item back and I do get my item back before refunding for claims unless I choose not to pay for return shipping.

[dbfolks166mt]

@reallynicestamps wrote:

A No Returns policy means you never want to see it again, and are willing to abandon it after refunding.

People keep saying that and it is just not true.

I have a no returns policy and I DO want my item back and I DO get my item back before I refund.

     About the only time I have seen this actually come into play is when a buyer has requested a return, the seller does not respond to the case, the buyer asks eBay to step in and the buyer is fully refunded without having to return the item. 

[jaxnpark]

So Interesting update. What do you think? I did as everyone said and accepted the return. It bothered me enough that I wanted to look at her feedback that is all positive over 12,000 reviews this year. To find this nightmare. 

https://www.ebay.com/usr/battledist?_tab=1 

[jaxnpark]

Turns out this trash buyer is scamming sellers left and right. I looked at the 100% positive feedback because it had a crazy high number next to it. Like over 12,000. Immediately the comments next to positive feedback were all people warning of her doing the

same exact thing to them. She’s received 9 “broken vcr’s this week. How does eBay not catch that?

[kensgiftshop]

Looks like the buyer needs to do some reporting on their feedback.

[sextons-sweet-deals]

I was thinking you had a scammer. 

Electronics are big targets for scams. Sellers have to do their homework before shipping an item. If you have any other working electronics, it would be best to sell local pick-up  / pay then so the buyer can test. 

the buyer probably sent you a photo of another VCR. What is puzzling is that the buyer confirmed the VCR works but wants a refund. 

I would have offered a low refund or as I believe someone else stated, tell them to ship it back and receiving and inspecting, you will refund. See how they answer back. 

You can report them to eBay and if they give you feedback, you can respond to that and state your issue and warn others to avoid them.

[happygirlcreations]

I know this post is several months ago, but thought I'd chime in. A buyer by the name of "grendelbattle77" bought an item from me this weekend. My husband happened to look at their feedback and saw the same type of feedback. 
I searched the name "battledist" on Google after seeing someone mention it in "Grendel's" feedback and ended up here. 
I called Ebay this morning and told them I didn't want to cancel the sale and get a defect on my account, but after looking at their feedback on their account and the associated person's account I didn't want to ship to them either. The representative was very helpful and stated that it did appear that this person's account was being investigated. They should have already been removed from Ebay, but I digress. 
She made some notes on my account and we went through some steps to get the sale cancelled without me getting a defect on my account. 

I really wish Ebay would start letting sellers leave negative feedback for buyers again. Thanks to those other sellers leaving "positive" feedback; it saved me a huge headache. 

[jaxnpark]

I’m so glad you seen it before you sent anything to them. Finally someone was saved yet why does eBay allow this person to continue to defraud so many. It would be easy to prosecute if they just tried. Anyway good job on keeping your self safe.  

[lexgaming]

I also encountered this user and saw this thread and canceled the order prior to shipping out. Thank you all for providing this feedback! Glad I could be saved from a headache.

[adamcartwright]

@inhawaii @linus.hux72fe 

Thank you -- yes, I always crack up when someone says a No Returns policy means you don't want your item back. It's funny how people make stuff up to try and dissaude others from having a No Returns policy. Live and let live.