Victim of Return Fraud

[hermerchantship]

I had a buyer return an item damaged.  Janelle, Ebay CS, adamantly told me I was 100% covered by seller protection.  I uploaded pictures showing the buyer had taken the shoulder strap apart at the seams and it was not correctable.  Ebay closed the case in my favor.  Two days later, buyer called to complain and Ebay reversed the decision, taking all of the sale away plus Ebay fees - so I've lost a lot more money than I ever got paid for this sale.  I called to find out why they reversed the case and they said, "because the buyer called".  That was it.  I appealed with the reason "buyer returned my item damaged" and included photo evidence again.  They declined my appeal stating and I quote, "We understand that YOU RECEIVED YOUR ITEM IN A DIFFERENT CONDITION FROM WHEN YOU SHIPPED IT.  Unfortunately we weren't able to grant your appeal because we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control." (emphasis mine)

What do you make of that?  

[12345jamesstamps]

Sounds like artificial intelligence end result of the case.

Customer service reps don't always tell you the right things...so never go by them.

[kensgiftshop]

Sounds like they want the buyer coming back and spending their money.

Since you're a TRS, if you accepted 30 day returns, you could have deducted some from the refund.

[buyer-topia]

You're a pretty big seller - and eBay is willing to throw you under the bus? Especially after telling you they had you covered? I'd phone again. 

[gurlcat]

Can you back up to the part where you received the item back?  To my knowledge the only option at that point is "Refund buyer."   What did you click instead?  In other words, how did you start a "case" where eBay found in your favor?   

[chevymontecarlo88]

---

@buyer-topia wrote:

You're a pretty big seller - and eBay is willing to throw you under the bus? Especially after telling you they had you covered? I'd phone again. 

---

or contact them via the Facebook/ebay group to explain what happened. 

Facebook/eBay Link 

[slippinjimmy]

---

@hermerchantship wrote:

I had a buyer return an item damaged.  Janelle, Ebay CS, adamantly told me I was 100% covered by seller protection.  I uploaded pictures showing the buyer had taken the shoulder strap apart at the seams and it was not correctable.  Ebay closed the case in my favor.  Two days later, buyer called to complain and Ebay reversed the decision, taking all of the sale away plus Ebay fees - so I've lost a lot more money than I ever got paid for this sale.  I called to find out why they reversed the case and they said, "because the buyer called".  That was it.  I appealed with the reason "buyer returned my item damaged" and included photo evidence again.  They declined my appeal stating and I quote, "We understand that YOU RECEIVED YOUR ITEM IN A DIFFERENT CONDITION FROM WHEN YOU SHIPPED IT.  Unfortunately we weren't able to grant your appeal because we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control." (emphasis mine)

What do you make of that?  

---

What was the buyers stated stated reason for the return?

[hermerchantship]

I also saw that there was no option to open a case through the return at the point the item was returned damaged.  I called Ebay.  The first time I said "problem with a return" and they put me in the "look for help online" loop and ended the call.  I called again and said "damaged return" and they were nice enough to let me through.  So I could only open a case by calling, you are correct there was no option available in the return itself.  I could only report a problem while also fully refunding, which I didn't think was warranted.  

[hermerchantship]

Buyer said "the seller promised a return and didn't give it".  Yes, duh, when you damage an item you void your ability to return for a refund - or at least that's how I used to think it worked.