Returned item but not in same condition

[jules7970]

I sold an item which the buyer returned. However the item was not in the same condition as it was sent in. CSR told me that I should talk to the buyer but I'd rather not as the buyer was not a particularly nice person. What do I need to do in order to file this claim? 

[jules7970]

unfortunately I didn't realize until this situation occurred.

also, what is the point of having a "no refund" option anyway? eBay is just going to force you to accept a return & side with buyer even without evidence from the buyer. 

[jules7970]

agree. I had a previous issue & talked to at least 20 CSR's. they all messed up. they even had the audacity to tell me that I didn't follow up in time after the return. hello, I contacted several times right after I got the item back. several of them didn't even realize that all sellers who don't fall below standard level can request a discount even though it's been in place since June 1, 2023. 

[jules7970]

also, can I allow refunds but not for buyer remorse cases (which also include purchase of wrong item)?

[mam98031]

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@discount.electronics.for.sale wrote:

Recently, I encountered my first INAD claim on eBay. Upon contacting eBay immediately after the customer opened the ticket, two different agents advised me to refrain from taking any action and wait for their intervention.

It was evident that the customer had made a false INAD claim, a fact acknowledged by both agents. However, despite their assurance, eBay ultimately sided with the customer, citing that I had not responded to the INAD in time, despite their instruction to wait.

Moving forward, I will no longer rely on eBay customer service for assistance. Trusting the community's insights seems more prudent, as eBay's policies often seem to disadvantage sellers.

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@discount.electronics.for.sale 

OMG that is the WORST advice EVER.  It will cause you to likely hurt the health of your selling account.

Did you happen to take a moment and go and read the policy page on how to handle a Request for Return?  That really should be your first step when there is a subject you don't understand or are unsure about.  I find it much easier to Google the policies for Ebay than try to search the site.  But for future reference, here is the link.

How to Process a Request For Return.

I am really sorry that you got this bad info.  Hopefully if something comes up in the future you will come here first.  We are always happy to help if we can here.  And you are always welcome to look me up if you have the need or desire.  Again I'm really sorry this happened to you.

[mam98031]

@jules7970 

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 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 use options 4 or 5 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]

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@jules7970 wrote:

also, can I allow refunds but not for buyer remorse cases (which also include purchase of wrong item)?

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Read my post just above.  I describe all the different return policies available to you.

Also @jules7970  and @discount.electronics.for.sale here is a link to a policy you really need to know intimately.  It is extremely important and should be something you take the time to learn.  One read through won't do it.  There is a huge amount of info in this policy.  Get familiar, then if you have questions, come on back and ask.

Money Back Guarantee

[jules7970]

thank you! you're so much more helpful than a CSR. I talked to one yesterday night who did not seem to know what was going on. 

[jules7970]

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345#section2

you are right about the "at least above average sellers that offer free returns or top rated sellers with at least a 30 day return policy.".  the CSR told me that this applied only to top rated sellers who allowed returns. 

[jules7970]

btw, what return policy do you have?  

it seems to me that allowing refunds is better because having a no refund policy doesn't help sellers at all. in a case of buyer's remorse, the buyer will usually just open an INAD case & then you're SOL because eBay will force the return regardless. eBay doesn't even require the buyer to provide evidence or look at messages between the buyer & seller where it clearly demonstrates that buyer's remorse is involved. 

just to be clear, if I choose option #2, the buyer will be forced to pay for the return shipping & I can deduct the original shipping fee (free shipping not offered in the original transaction).  So bottom line, the buyer is paying 2x for the shipping?

[mam98031]

I'm happy to share that @jules7970 , but keep in mind that you may decide a different one works better for you.  For mine, I use 30 days w/ buyer pays shipping.  I do that because of the few return requests I get, they are almost always for Buyer's Remorse.  So with this return policy, the buyer has to pay for return shipping.  

For me, most of my buyers are pretty honest and when they open a Request for Return, they select a Buyer Remorse reason.  I know there are those buyers that won't because they don't want to pay the return shipping.  My experience is most times they file the claim correctly.

OH NO, you NEVER want Ebay to "force" a return.  You should never allow a Request for Return to get to that point.  That hurts the health of your selling account.  ALWAYS resolve the Request for Return BEFORE Ebay is asked to step in and decide the claim.

With a 30 day return policy w/ Buyer pays shipping, the buyer will have to pay the return shipping IF they file a proper Buyer Remorse claim [they select a buyer remorse reason].  And yes, when you refund the buyer and they have filed a proper Buyer Remorse claim, you can deduct the original shipping from the refund IF you had separately stated shipping on the listing [NOT free shipping].

[jules7970]

thanks. yes, I was thinking of going that route. 

I don't offer free shipping anymore. do you think I should state in my listing that if the buyer requests a refund that they will have to pay for return shipping & that the original postage that they paid will be deducted?  

[mam98031]

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@jules7970 wrote:

thanks. yes, I was thinking of going that route. 

I don't offer free shipping anymore. do you think I should state in my listing that if the buyer requests a refund that they will have to pay for return shipping & that the original postage that they paid will be deducted?  

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For what purpose?  Did you read post 20?  Simply stating that in your listings will not make it something a buyer has to comply with.