Trying to figure this one out. Need some help and tips Please-Return shipping!

[dennisa1]

I have a few questions I need help on.

I had an item listed with an accurate description of the Item.  After several emails through Ebay with a buyer wanting to save money I agreed on a big savings for him. I sent a counter offer and he accepted it right away.

I shipped the package and in about 3 days he received it. He opens the package on one end of it and checks it out.

He then makes a return request for the item stating that the photos are not like in the listing.( Note that they are exactly the same item as the photo) 

Well here is my email and reasons he gave Ebay.

:Reason for return

Doesn't match description or photos

Comments

I don’t like it Looks not strong e"

In a later email in our conversation about it here is what he told me in another Ebay email.

I asked him what was the issue with the item and he said

"Sorry

Just don’t like it

Looks week too me , same condition as I recived

Thank you"

Now I put in a report buyer issue with me telling Ebay that what he had said in his request to them and what he stated in the later email were two different statements and I asked them to please review it and and be fair to the seller in their decisions! They thanked me for the report and that is all I have heard from them until today. They are now subtracting return shipping from my account to pay the buyer back for return shipping. 

All in all I am out of pocket of $83.64 because he didn't like it and it looked week(the true word is weak) to him. I might add my listing states buyer pays return shipping. This confuses me.

This item is built at a 5400 lb strength and was a perfect photo of it in my listing.

So with all this being said my apologies for this being so long.

Do I have any seller rights and a way to appeal it or do I just let it go. 

I might also say that I have been a seller on Ebay since 2010 and carry a 100% feedback and the buyer has a 99.3% feedback.

Something seems just wrong about this!!!!

Thanks for any input you may have. I know there is alot of these types of happenings on the forum but I need to see if I have any options in this.

thanks much Dennis

[bonjourami]

Buyer does not provide return shipping on a snad case. You should have provided him with a return label, and refund after return..if you didnt, you also got a defect..sorry, but thats just the way it is on Ebay now.

[classynottrashylingerie]

You accept the item back. When it comes time to refund the buyer, subtract the return shipping cost from it. 

[certifiedcitynet]

Buyers often falsely claim that an item was misdescribed just to get sellers to pay return shipping costs for their unjustified returns. Welcome to Ebay. 

We have over 500 users on our blocked list. Such abuse is one of many reasons. 

[bonjourami]

Not on a snad case..the buyer can then file for his shipping fee, and seller will get another defect.

[zoda99]

If I were you I'd add them to my blocked buyers list so you won't have to deal with them again.

[dennisa1]

So do I not have any rights to appeal what ebay has done. It seems if they look at the information I sent them that they could see this as a fraudulent claim and is just something he didn't like which is far from be unlike photos and looks week??? 

I just don't understand this procedure.

Thanks for all the input though. 

Dennis

[bonjourami]

If you didnt provide the return label, and agree to refund after return, and got a defect..there is no appeal.

[kensgiftshop]

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@classynottrashylingerie wrote:

You accept the item back. When it comes time to refund the buyer, subtract the return shipping cost from it. 

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You can't on an INAD case.

[dhbookds]

I just don't understand this procedure.

One of the hazards of mail order buying is that the buyer doesn't have an opportunity to touch/feel/evaluate the item with it in hand........  Which is the reason most companies always accept returns........

In a store a buyer can make that evaluation and then buy/not buy..... 

If all mail order stuff were absolutely no return........there would be alot less sales............

[kensgiftshop]

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@dennisa1 wrote:

So do I not have any rights to appeal what ebay has done. It seems if they look at the information I sent them that they could see this as a fraudulent claim and is just something he didn't like which is far from be unlike photos and looks week??? 

I just don't understand this procedure.

Thanks for all the input though. 

Dennis

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A few years ago, they might have looked at the information, but not anymore.

The only thing they look at now, is the reason the buyer chose when they started the return.

[creativecrisis]

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@dennisa1 wrote:

So do I not have any rights to appeal what ebay has done. It seems if they look at the information I sent them that they could see this as a fraudulent claim and is just something he didn't like which is far from be unlike photos and looks week???

---

Buyers have a money back guarantee. They can return any item at the seller's expense by saying it's not as described. Ebay simply takes their word for it and expects the seller to resolve the problem. When you get a return request like this, it's best to accept the return and provide a return shipping label. Then, if you believe the return is fraudulent, you can report the buyer to eBay for abusing the money back guarantee, and you can file an appeal.  The key point is that you have to take care of the buyer before appealing.

Here's information on the money back guarantee: https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[debk255]

No one reads the reports you send in on bad buyers.  I am in the middle of a  return dispute where a buyer did something similar.   I reported them to no avail.  The buyer lied about reason for return.  Said it was not as described (it most certainly was... he just didn't read the written description we provided)  AND  The merchandise was not returned in the condition sent (ie in clear plastic wrappers)   Ebay now expects us to refund him for everything and we can no longer sell the merchandise as new & unwrapped.   Chatting with agents does no good, asking for callbacks does no good either.  The agents are like parrots reading from scripts (which I suspect they are)   After 17 yrs of being a top rated seller here I am ready to leave.   Its that bad.  

[femmefan1946]

I just got a full refund from Zulily on a pair of leggings that were exactly as described, but did not match my body.

And they told me to keep/donate the leggings.

That is more than I expected.

More commonly, the mail order clothing arrives with a Return Shipping Label in the package. If it is not acceptable, the customer just returns it.

One result is that I /the customer buys from that business again.

[femmefan1946]

Chatting with agents does no good, asking for callbacks does no good either. The agents are like parrots reading from scripts (which I suspect they are)

The problem may be that the phone reps don't work for eBay and have no authority.

They are sub-contractors in Utah or the Philippines.

Use Chat or one of the social media (FB or Twitter) to communicate with actual trained employees.

Bonus- you get a transcript of the discussion so you can confirm that what your were told and what you think you were told match.