Sold like new item, buyer claims it's not what the picture shows. Has this happened to anyone?

[tamstoy]

I sold a like new pet car seat, Pupsaver. I have a no return policy. The buyer sent me pictures of the item she said she received and it's damaged, full of pet hair, and not what was in my photos. There was absolutely no dog hair on it and no damage. She wants a refund. This is an outright lie, I told her she could return it but she had to paying return shipping because she is incorrect. Now I'm afraid she will return it and it will be damaged. Could she possibly have decided she didn't want it and damaged it herself? Has anyone had this happened to them? I'm so upset. And I've been on Ebay since 1997 and never had a problem before. 

[inhawaii]

If the buyer claims it was damaged or not as described you're SOL.

You MUST take the return and pay for return shipping.

[tamaralea]

If you have a no return policy, eBay will let her keep the item and refund the total paid.  You need to get rid of the "no return" policy, as eBay almost always sides with the buyer and that way you will get your item back.   I wonder if some people look for replacement items on eBay and then claim they were sent their original items.  The only thing you can do is make sure eBay handles the "return".  Often times, scammers are hoping you'll refund without eBay having any record.

[tamstoy]

Even if it was like new and the pictures show that? What is to keep everyone from doing that?

[tamstoy]

I was wondering if she was looking for a replacement. The pictures of she sent me of the damage were definitely not the one I sent unless she damaged it.

[dtexley3]

@tamstoy 

"No Returns" is only effective is the buyer chooses a remose reason for the return.  If they select "Not as Described" the Money Back Guarantee" kicks in and you must accept the return and supply a label or they buyer will keep the money and your item.  

If the buyer returns the nasty dirty old cover that they were replacing instead of the new one, you still have to refund! But you can report the buyer and open an appeal and eBay may decide to make you (the seller) whole.  The buyer still has the money and the item.

If a buyer does this often enough eBay claims they will restrict the buyer's ability open returns or even shop on eBay, but there's no way for sellers to know if and when this happens.

eBay will tell you this is a "cost of doing business" just like shoplifters at a bricks and mortar store.  The difference is that we have no way to have store security and have the thief caught BEFORE they walk away with our products.

[tamstoy]

So Ebay always believes the buyer when they say not as described? That does not seem right. So Ebay refunds the buyer? So the buyer wins even if it is a scam. It almost makes me afraid to sell anything else. Thank you for responding!

[globexk]

What shipping carrier did you use to ship the package to the buyer?

[tamstoy]

USPS... And I even upgraded her delivery to two day and spent an additional 20.00 just to be nice. Ugh...

[mesodude]

Ugh. Unfortunately this happens all the time. Other posters here are correct. There's not much you can do other than accept the return. Someone will correct me if I'm wrong but if you're going to be on the hook for the shipping anyway, you could ask her if she'd want to keep the item if you knocked off what it would cost you to have it shipped back to you. But if you aren't feeling like dealing with the buyer at all anymore (which I could understand), you could have the item sent back to you and just try to sell it again locally (which is what I always try to do first when the shipping is on the costly side).

[tamstoy]

Thank you for the response. Not what I wanted to hear but at least now I know.

[globexk]

Since you used post office and sent the package Priority mail it is insured. Go to USPS.com website login if you are registered if not register. After login click on help and way down the page click on file claim. Click on start an online claim and fill in all information such as the buyer address and phone number. Submit and inform the buyer that you have filed an insurance claim and give them the claim number. Ask them if they are willing to take the package to the post office to be inspected by the clerk. If this does work then you should file a case with https://www.uspis.gov/report/ postal inspectors and send the buyer the case number. Be firm with the buyer and send the buyer regular updates as the post office let you know the progress with emails. Good luck.

[nkmipgolf]

Most likely sending her old dog seat back, same model but old and keeping yours.  Now I remember why I no longer sell on eBay and I've sold an item worth $9,000

[globexk]

Sorry, I meant to say NOT

If this does NOT work then you should file a case with https://www.uspis.gov/report/ postal inspectors and send the buyer the case number. Be firm with the buyer and send the buyer regular updates as the post office let you know the progress with emails. Good luck.