Return request from zero feedback buyer (possible fraud)

[ns_mag_dl]

Hi,

I have a non-business account for over 10 years with 100% feedback (it's my other account which I mostly sell, not this one I'm posting) and I have never been in this situation again

A zero feedback buyer asks for return claiming that the item 'doesn't work'

I've already send email asking what's the problem, info and photos. Fortunately I've a video of the item working

Since it worth over 300 euros and it is heavy (about 50 euros postage)

I have a no return policy

His messages are two-three words long, so most probably a fraud (gonna ship me back a brick or something)

There is no option for him to pay at least the shipping and hope I get the item back

What's if I decline the return and message him to give me proof and info ?

The message of ebay even states that there is a possibility he can keep the item and get a refund !!!

Does ebay really gonna see the obvious ?

[fashunu4eeuh]

When it comes to proof, buyers are not required to prove anything. You can ask for photos or etc but cannot demand them. Your evidence of the item working does not mean the item couldn't have quit working after shipping. Things happen in transit. So eBay will not entertain your evidence nor require it of the buyer.

Ebay’s Money Back Guarantee trumps your No Returns terms. Has the buyer opened an Item Not As Described claim or just contacted you thru Messages? Ultimately, you are likely going to have to refund the customer. 

[koinonia215]

If the buyer has opened a SNAD case, then if you deny it or ignore it, you will be hurt as a seller. You may wind up without having the item back, plus being forced to refund and then ebay will not credit the fees they charged you. In addition you will have a strike against you for not cooperating with the return.

Ebay's policy trumps every seller's policy when it comes to a buyer claiming an item is not as described. In these cases, sellers must pay for the return postage as well as refund in full upon return receipt. Because you do not allow returns, you won't be able to withhold up to half the purchase price should it be returned to you damaged.

[ns_mag_dl]

Thanks everyone for the replies

You are saying that even when the item is returned damaged to me or even he returns me a pile of garbage, I will have to refund him for the most part of it because I have no returns policy ?

I see I'm in the mercy of the buyer even he has zero feedback. Is there any protection for the buyer ?

BTW it was send very well packed (I have the photos) 

[ns_mag_dl]

I meant : Is there any protection for the seller ?

[luckythewinner]

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You are saying that even when the item is returned damaged to me or even he returns me a pile of garbage, I will have to refund him for the most part of it because I have no returns policy ?

No, we are saying that no matter what your return policy is, and no matter what the buyer returns, you will be forced to refund him. eBay has no idea (a) what you sent to the buyer, (b) what the buyer received from you, (c) what the buyer returned to you, or (d) what you received from the buyer.  And no video or photo changes that.

I see I'm in the mercy of the buyer even he has zero feedback.

You are at the mercy of every buyer, regardless of what their utterly meaningless feedback score is.

Fortunately I've a video of the item working

BTW it was send very well packed (I have the photos) 

Your photos and videos mean nothing. If all it took for a seller to win a case was a photo or a video, an unscrupulous seller with nothing more than a video or a photo could list items and mail empty packages and make a fortune.

[ns_mag_dl]

That's very informative (I won't go into how unfair it's to a good seller who doesn't sell thousand of items so feedback counts)

still leaves some questions:

if the buyer sends back a damaged/another unit or simply some garbage, (I suppose to examine the item) so how the ebay gonna decide that the buyer is only entitled only for partial refund (or maybe no refund if I get garbage ?)

What's the procedure ?

One comment: it makes no sense for a seller to go through this for expensive items (waiting to receive if they receive anything at all an expensive item) especially if they have 100% feedback and they want to maintain their status

Thanks

[bonjourami]

If you dont refund your buyer fully, Ebay will.

[ns_mag_dl]

It all comes down to when you are facing a fraud and you end up with nothing (you receive another item or a brick)

and your item is worth over say 100 dollars/euro.

With answers so far, no protection for seller. Buyer is refund anyway and if I receive a brick, what ?

In this case I probably wanted answer from someone that happened to him/her.

My first thought is that I should stop selling, being hostage is not my thing

Thanks everyone for the answers, I have contacted ebay and also waiting an answer but wanted the sellers's view too.

[mpsalvagno]

I have not seen any protection for sellers.  You have to take care of yourself.

Do not allow low feedback bidders to buy your items. 

[vintage-car-magazines]

Regarding your video showing that it was working.....

• Unless there's a clear serial number, eBay has not idea if the video is the same item.
• Unless you recorded it like a proof of life video with a newspaper in the shot, eBay has no idea when the video was taken.
• Most importantly...... Everything is working immediately before it's not working.

Your transaction may be a fraud attempt or it may just be unfortunate timing.

[ns_mag_dl]

As far as I know there is no ability to block zero feedback from your listings

I asked ebay in the case I receive a rock / garbage how I can prove it and still no definite answer

Is this done via the carrier or / and provide proof to ebay ?

Who knows..

There is Buyer Risk Management but they just state that they review his account

[inhawaii]

@mpsalvagno wrote:

I have not seen any protection for sellers.  You have to take care of yourself.

Do not allow low feedback bidders to buy your items. 

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That wouldn't be very smart.

About 25% of my sales come from "0" buyers. 

But you do what you think you have to do. 

[corvettestainless]

There is no proof you can provide.

Think about it- if you were an unscrupulous seller and were 'protected' from getting a brick, you could just 'state' you received a brick. You could take a picture or video of you getting a brick, but who's to say it was the correct package. 

1 side or the other have to be protected, and no website would ever choose sellers over buyers; if they did, the site would be full of unscrupulous sellers and be out of business in a year. 

It's always been said- don't sell what you can't afford to lose. 

[ns_mag_dl]

So it's no dubious for 0% feedback buyer to say it is broken

but it is if the seller with 100% says it so

what a wonderful logic !

what I'm saying is there a legitimate way, before you receive the item to inspect it and not accept it (sign in or not)

and NOT to just take photos,

what I'm fearing is not the item will be damaged but not send at all