Return Request Question

[riccozic]

Had a buyer purchase a laptop from me. The buyer received the laptop and six days later filed a not as described return request stating that the hard drive and RAM were not as listed. I inspect each laptop before it ships to verify specs and they were correct.

However, I contacted the buyer by Ebay messaging to apologze and to get some more information. I told the buyer if the specs were incorrect I would offer a refund or exchange and pay the return shipping, buyers choice. The buyer was very rude and accusatory in their response calling me a liar and incompetent and saying that I did this on purpose to decieve him. They said that they know laptops and their specs and that I was not able to fool them.

But the buyer also stated in his reply that he paid $100.00 to change the operating system on the laptop, which makes no sense. If the laptop arrived with incorrect hardware, why pay $100.00 to change the operating system if you are going to return it, very suspicious to me.

Now in my auctions I state that if any parts including the operating system have been changed on a laptop, I can no longer accept a return. Also, Ebay's Item Condition Return Policy states the following:

Policy overview

You must return an item in the same condition as it was received, not used or altered in any way. 

So in this case I believe I should be able to refuse the return request since the buyer has admitted that they changed the operating system and the laptop is no longer in the same condition as it was received.

Or am I wrong? I want to do what's right, but also want to protect myself.

[chrysylys]

Since they admit they altered the item, it is no longer returnable.

[riccozic]

Thanks for the reply, hopefully Ebay agrees with you.

[luckythewinner]

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@riccozic wrote:

Or am I wrong? I want to do what's right, but also want to protect myself. 

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If the buyer is lying about a SNAD dispute, then of course you are in the right and he is in the wrong. 

But this is eBay - so being in the right generally does not matter at all in a SNAD case. Generally speaking, any buyer can use a fraudulent SNAD to steal any item from any eBay seller at any time unless he makes a mistake in the process.  There is no meaningful seller protection from fraud here. 

Luckily, in your case it sounds like your buyer made a mistake by admitting to modifying the item - so there is at least a chance that eBay will rule in your favor. 

[riccozic]

That's what I thought. If the buyer would have just said that the laptop was incorrect, I would have just sucked it up and accepted the return because in the end it is their word against mine and in those cases Ebay sides with the buyer. Which I am ok with since Ebay doesn't know who is telling the truth.

But once the buyer said that they changed the operating system I started to get suspicious. Even if the item arrived with incorrect specs that does not give the buyer the right to alter the merchandise.

[siayan]

This is one you may want to call about. Get CS to look at the messages and see if they agree with you. If they do ask them to close the case in your favor. Don't allow them to escalate unless it is in your favor. I just don't trust putting the info in and letting eBay decide. The buyer may also be trying to twist eBays arm. Sounds like they are trying for a $100 refund.

[riccozic]

I actually contacted Ebay by email stating my case. I like to be able to write down an organize my thoughts to make sure I don't miss anything. I am hoping to receive an answer today.

[siayan]

That is fine, let us know how it works out.

The reason I suggest a call is because eBay is buyer oriented. Their first thought is the seller should work with the buyer to handle problems. Their second thought is the seller should accept the refund as part of doing business. Then they go to is there a problem with the buyer. When you are on the phone you can push them right to the third option. 

They should rule in your favor but once the ruling is made, even if wrong, it is hard to reverse.

[threshold.sales.group]

Op, feel awful that you are the middle of the mess. 

Fwiw, if you didn't get  a decision right away after speaking with c-s then I don't think the odds of a good outcome are in your favor.  Hope not, but the system is set up as a default for sellers to take returns - even bogus ones and it takes a lot for it to be overridden.  

[riccozic]

I really appreciate all the help! I have contacted Ebay support by email  before and have normally had success with rulings in my favor.

Ebay is more buyer favorable, and I totally get that, you want to have happy buyers so that they come back. I have been ripped off in the past, but I just accept that as doing business especially when you sell expensive items like PC's & laptops. 99% of my buyers are excellent, so every once in a while I just take my loss and move on. It's an imperfect world.

But in situations like this where I believe I am right and have proof that the buyer has admitted what they have done, I feel that Ebay needs to make the buyer responsible for their actions.

[dtexley3]

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@riccozic wrote:

I really appreciate all the help! I have contacted Ebay support by email  before and have normally had success with rulings in my favor.

Ebay is more buyer favorable, and I totally get that, you want to have happy buyers so that they come back. I have been ripped off in the past, but I just accept that as doing business especially when you sell expensive items like PC's & laptops. 99% of my buyers are excellent, so every once in a while I just take my loss and move on. It's an imperfect world.

But in situations like this where I believe I am right and have proof that the buyer has admitted what they have done, I feel that Ebay needs to make the buyer responsible for their actions.

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A couple tips because scammers are getting more sophisticated.  Get the names of the CS reps and tell them up front you want the transcription of the conversations emailed to you at the end of the call.  Keep copies of everything, print out the tracking history proving delivery and keep it all for 180 days.  If they get denied by eBay the will likely try again via paypal, and if that fails they will attempt a CC chargeback.

[missjen831]

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@riccozic wrote:

I actually contacted Ebay by email stating my case. I like to be able to write down an organize my thoughts to make sure I don't miss anything. I am hoping to receive an answer today.

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Well you have to call if you really want to win. They use bots to handle return cases so if you want a human being to review the case and follow the MBG, then you have to call. There is a chance you will win if you don't call but its highly unlikely. The bots are programmed to side with the buyer.

[tunicaslot]

The only way to really get someone to see your side of the story is to call them. Most of the resolution process is now automated and a live person does not look into these cases. 

[riccozic]

I will definitely call if I don't receive a response or if I don't agree with the answer.

Since Ebay started the Concierge program I have had good luck with an actual person reviewing my case and responding adequately by email.

Thankfully I have won the majority of my cases so in my case Ebay has been fair to me.

[getitright1234]

Call eBay and ask for Trust and Safety;  tell them the buyer admitted having altered the computer;  therefore ot can not be returned in its original condition,  and you wish for them to close the case in your favor.