Return issues

[blackfrogvintages]

I would like some opinions on this experience I had. I am not looking for resolution because I am looking to hear from other sellers instead of ebay. 

I experienced my first damaged return which was a transformer which is basically a 1/4" metal sheet enclosure which is very difficult to open. Two corners had signs of being pried open and did not match original listing pictures. So as you know when that happens, it sticks outwards and might have paint chips where it bent. Mailing box itself had zero damage. Plus that kind of damage isn't even possible via shipping. 

I called ebay to open a case however the case was closed 10 minutes in the buyers favor. They lied when they told me that I would be able to submit pictures and all that jazz within 24 hours when I got the email that the case is open.

I called again right away and they told me that it was because I told the buyer I would refund them in a message. They failed to see that I also said that I would refund them once I got the package and inspected the item to ensure it was ok. They also failed to read that the messages were before the day I had recieved the item and ebay could have paid attention to the dates since their reason was not valid.

The following also happened to me during the said phone calls which I am asking you sellers if it happened to you as well?:

Did you ever have ebay tell you to commit a felony by filing a claim for a returned item that was clearly damaged by the buyer and not by the carrier? Also did you ever have ebay tell you that there is no proof that the buyer damaged it even though you have pictures as proof which they would not give you the chance to submit?

[emerald40]

Read here long enough and you will see how bad some of ebay's advice is.

When you call them all they do is find in favor of the buyer.  They tell you things that make little sense.

Come to this board instead.  Many great long time posters who could have advised you how to handle it.

[seller*by*day]

Yes customer service is well known for instructing members to file police and mail fraud reports under these circumstances. If you do not offer free returns you really do not have a choice, you must refund the buyer in full. If you file an appeal a courtesy refund may issued at eBays discretion.

[blackfrogvintages]

I just felt weird at the end of that phone call when they told me to try the following:

1) keep messaging the buyer in hopes of trapping them in a lie.

2) file claim with the post office "anyways"

I also felt like they were telling me that they don't trust sellers either which I can understand but some things are just too obvious. 

[beardedbovine]

@blackfrogvintages wrote:

I just felt weird at the end of that phone call when they told me to try the following:

1) keep messaging the buyer in hopes of trapping them in a lie.

2) file claim with the post office "anyways"

I also felt like they were telling me that they don't trust sellers either which I can understand but some things are just too obvious.

If they told you to file an insurance claim with USPS that would be incorrect. The correct claim to file would be mail fraud.

Next time accept the return, don't fight it. eBay will almost always side with the buyer and they pretty much have to have irrefutable written proof from the buyer's mouth to side with a seller. After an item is returned in a condition other than it was described you can report the buyer for abusing the Money Back Guarantee and returning an item the buyer tampered with. You can also appeal the return shipping cost to see if you can get at least that much credited back.

A lot of sellers self-insure. Things like this happen and eBay doesn't care much... they see it as a cost of doing business. Put aside a percentage of every transaction and earmark that money for cases like this, that way the loss doesn't have such a big impact.

[blackfrogvintages]

Thank you for your input. 

I do agree with you and is part of my business practice. I just thought this one was unique and would be a good canditate to submit for a case. I guess in the end they all are the same and should be treated as. 

🙂

[beardedbovine]

Yep, you got it right now. Unless the buyer flat out said in messages something like... I did this and that to the item... there's almost no chance eBay will side with a seller. It's he said / he said and eBay doesn't have visibility to the actual item before/after shipment... so the buyer actually has to admit their wrong-doing.