eBay

blue-63 · ‎03-04-2024

I have a buyer who claimed my legit channel bought La Mer product is not authentic due to some “smell like a cheap cream” reasons (have you ever used this product before or you’re gonna scam me?). She didn’t take my partial refund based on my purchase proof and go to payment dispute - first it was in my favor but magically she can raise a second dispute and was in her favor! (How can there be a second time?)

Now eBay just directly admit the result of the dispute and deduct my money from my account even though I never see my product back! Assume she already win the product and the money in this case I have no words to say now. I have a no return policy shown on my page this case should never happen at the first place. And also, worst case that the buyer can just substitute the now unsealed skincare product content - which means I don’t have any proof to fight back even I take it back.

What should I do?

kensgiftshop · ‎03-04-2024

A no return policy just says you don't want them item back, has nothing to do with refunding when the buyer files an INAD or does a charge back through their credit card.

Have a great day.

robbie31415 · ‎03-04-2024

There is no such thing as no returns for when buyer claims INAD which not authentic falls under per eBays money back guarentee.

If you wanted the item back you should have issued a free label and offered full refund once returned.

You have 3 days to take care of it before eBay steps in.

You didn't take care of the customer you wanted to fight it so you based on the terms agreed in the user agreement are willing to accept Ebay deducting reimbursement after they decide to refund on your behalf.

stainlessenginecovers · ‎03-04-2024

Sounds like buyer used a 'remorse' reason for the initial return and you did not approve it.

Then, the buyer went to their credit card and did a chargeback, which only the Bank decides (ebay has no say) and when bank decides in favor of customer (buyer), they do not have to 'ship it back' and ebay will charge you $20 to fight it (which you lost and you will be billed/owed this $20)

albertabrightalberta · ‎03-04-2024

@blue-63 wrote:
I have a buyer who claimed my legit channel bought La Mer product is not authentic due to some “smell like a cheap cream” reasons (have you ever used this product before or you’re gonna scam me?). She didn’t take my partial refund based on my purchase proof and go to payment dispute - first it was in my favor but magically she can raise a second dispute and was in her favor! (How can there be a second time?)

If a buyer files a NAD (not as described" claim for an item they believe is counterfeit, they aren't going to accept your offer of "partial refund based on my purchase proof" since a partial refund isn't going to magically make (something they believe is fake) it authentic.

You lost the case because the buyer declined the partial refund offer and you didn't send a label allowing the return.

Your "no return" policy only applies to items that are "as described" and an allegation of fake means it wasn't as described.

albertabrightalberta
Volunteer Community Mentor

blue-63 · ‎03-04-2024

But in this case I have a solid proof of purchase how the buyer can still insist on the “NAD”?

So which means whenever buyer “feels” like the product is not right they can take the money at any sense.

robbie31415 · ‎03-04-2024

If I buy an iPhone from Apple and have a receipt how do I prove that I sent that brand new apple phone?

People advertise than send something completely different all the time.

You have no evidence to win.

albertabrightalberta · ‎03-04-2024

@blue-63 wrote:
But in this case I have a solid proof of purchase how the buyer can still insist on the “NAD”?

So which means whenever buyer “feels” like the product is not right they can take the money at any sense.

Unfortunately, yes.

albertabrightalberta
Volunteer Community Mentor

vintagecraze50 · ‎03-04-2024

Buyers at least some of them are going to tell you it’s not as described even of it is 100 percent as described. You solve this problem buy allowing a return of the merchandise regardless of what nonsense they cook up. That’s a 100 percent return this item to me pronto and then get your money back. Your buyer probably went to a payment dispute because you had a no return policy. Never do that on here you are asking for heaps of problems from these people.

blue-63 · ‎03-04-2024

Got what you mean. Sigh. Harsh truth but just can just take as a lesson learnt.

blue-63 · ‎03-04-2024

Thanks - My case is this is a high end, unsealed skincare product so dealing the return itself already be a total loss since I couldn’t use it myself or resell it (as moral standards) or even couldn’t prove it as a original product I sent as well.

Yeah but got what you’re saying here it does create heap of problems. Lesson learnt.

mam98031 · ‎03-05-2024

The return policies options are as follows.

No Returns
30 day returns w/ buyer pays shipping
60 day returns w/ buyer pays shipping
30 day returns w/ seller pays shipping, AKA Free Returns
60 day returns w/ seller pays shipping. AKA Free Returns
14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999