Return Request; eBay sides with us, PayPal sides with buyer...WTH?

[nationalpawnshop]

We sold an item a couple of weeks ago, got paid and shipped it out. Upon receipt the buyer filed a Return Request on the basis of  "I ordered this by mistake." As we have a No Return policy we declined to accept it and eBay closed the request. Before you could blink or take a deep breath the buyer filed a claim with PayPal on the basis of the item being Not as Described because he claimed it was damaged and didn't work. PayPal finds in his favor and has him return it to us. It arrived back with us this morning and, lo and behold, it works just fine.

Obviously the buyer sought to circumvent our No Return policy by claiming that it was SNAD. So, while we're allowed to have a No Return policy on eBay where Buyer's Remorse is not a valid reason for a return/refund PayPal, on the other hand, will always side with the buyer regardless of whether their claim is valid, truthful or not? What the heck???

[lewisburggold]

Sounds kinda like your caught in quick sand.  Cant get out , cant sink either.  Best regards

[ed8108]

Unfortunately ,morally wrong actions are often rewarded.

[southern*sweet*tea]

Yes, that's what happens when you have a no return policy and decline a return. You're lucky the buyer didn't damage it first to make it "not work". At least with Paypal the buyer has to pay the return shipping.

Buyers have three bites of the apple, in this order: Ebay, then Paypal, then their credit/debit card if that's how they fund their Paypal account. If they go to their credit card, often they aren't even required to return. The evidence of the declined Ebay request would be enough, since I believe if a chargeback is done the cardholder has to provide proof of an attempt to return.  I may be wrong about that, though, they may require no proof at all.

[kensgiftshop]

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@nationalpawnshop

Obviously the buyer sought to circumvent our No Return policy by claiming that it was SNAD. So, while we're allowed to have a No Return policy on eBay where Buyer's Remorse is not a valid reason for a return/refund PayPal, on the other hand, will always side with the buyer regardless of whether their claim is valid, truthful or not? What the heck???

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On SNAD cases, buyer always win, on Ebay and Pay Pal.

As you have found out, having a no return policy, does not mean you will not be giving a refund.

[duggmills]

You may think you have a no return policy but you don't.  Buyers can complain to customer service  and given what we've seen lately, far too many sellers have been the victims of R&R. That's Refunded and Retained wherein a buyer can get a full refund and not have to return the item. 

If that doesn't work, the buyer has the "Ninth Circuit Court of Appeals" aka PayPal that will step in and further, find for a buyer.  The very least that should be required is for sellers to return the item. They know the seller will have to pay return shipping. 

If a buyer claims the item was damaged, then the buyer will have to break the item prior to returning it. At least they're not keeping a properly function item  and getting  full refund in addition.

The problem is that claims can't be resolved without some follow up effort by customer service and PayPal. Neither of them want to be bothered to do that part of their job - to make impartial decisions and that's where it all falls apart. 

Like so many government employees, they ignore the responsibility because it's never their money at risk nor are they held accountable.