Why would eBay allow a buyer to post and keep a derogatory review that was clearly their fault?

[threeoakstactical]

I clearly state on my postings (using a pre-selected tick box) that the seller does not accept returns. Ebay sends me a return request from a buyer who mistakenly purchased an item that will not fit their needs. The buyer "opened" the factory packaging and tried to fit the item into their sporting goods item that this accessory might fit in. The buyer did not research this and did not know that this item would not work with their existing item. I contested the review and eBay sided with the buyer.

Buyer review:

See I Asked the seller to return the item , the seller refused to accept return for a wrong purchased item. He said that eBay screwed him over so he won’t accept returns. I said I would gladly send his item back first and he refused to accept it. This is a **bleep** company don’t buy from them save your self the hassle.

Reply from:

Sir, As clearly stated on my postings, "Seller does not accept returns". I sent you exactly what your ordered. It is unfortunate that you ordered the wrong item. Since you opened the packaging and tried to insert the magazine in your firearm; the item is now considered used and cannot be sold as new. You should be more careful and ensure that a magazine will fit your firearm before ordering it. Why leave a negative review about something thing that is not our fault but yours?

[aproudparent2010]

If buyer would have opened a case as INAD  eBay would have forced a refund 

[hartungcards]

Did you really tell your buyer you don't accept returns because eBay screwed you over?  Buyers love this kind of thing.

[1786davycrockett]

@threeoakstactical 

The eBay Money Back Guarantee overrules your "no returns" policy.

You might consider reading it for future buyer disputes -- 

https://pages.ebay.com/ebay-money-back-guarantee/

[soh.maryl]

"Sir, As clearly stated on my postings, "Seller does not accept returns."

And, sir, here's my reply to you:  As clearly stated per eBay's Money Back Guarantee, if/when a buyer opens an item not as described case, you, the seller, per eBay's rules, DO accept returns.

Think about this:  You buy a $500 watch from me, the seller.  You pay.  I ship.  What you receive from me, the seller, turns out to be a box of rocks.  You complain.  I state, "Hey, as clearly stated, I do not accept returns. So, dear buyer, I get to keep your money and you get to keep what I sent, na-na-nanana".  How would you, the buyer feel about that? 

[meme6253]

You don't accept returns, but ebay money back guarantee trumps that every time. even though the customer should have had better knowledge prior to placing the order.

[hartungcards]

And we all know how painful it is to get trumped.

[dhbookds]

With no return policy......ebay would back you IF the buyer used remorse as a reason to return.......  IF  buyer used not as described.......you would have to refund........  In either case, buyer has the right to leave negative feedback. 

Assuming they used remorse and ebay did not force a return......buyer could ask for refund from their cc if they used one to buy.....for any reason.  Ditto on the feedback.....

[kensgiftshop]

Sometimes it's better to accept returns and keep the buyers happy.

[gurlcat]

You didn't say what reason the buyer gave for returning the item.  I don't mean what they "said" but which menu choice they selected when they filed it.  That makes a huge difference. 

If they chose 'Item Not As Described' or 'Arrived Damaged' you would have no way to refuse the return, other than just refunding without getting the item returned.  But it sounds like they chose one of the 'remorse' reasons (like 'didn't fit').  So that enabled you to stand firm on your No Returns policy .... but the buyer is unhappy about that, and they have the right to say they're unhappy about it.  

Go to Yelp or Google reviews; you'll see the same thing there about brick and mortar stores, customers complaining about stores' return policies.  This isn't a new or eBay-specific thing.  

[caldreamer]

EBAY believes that feedback is just the customer's opinion and does not have to be factual.   Your response to customer's feedback was very professional and factual.   I don't believe this negative feedback will hurt your future sales as you laid out the facts in a clear and respectful way.

[jerseyboymusic]

@threeoakstactical 

It's sellers like you that affect the rest of us. I'm tired of reading posts like this

NO ONE should BUY or SELL on here without reading the Ebay Money Back Guarantee first and knowing how this platform works.

This isn't the Ebay of 20 years ago.

I wish I could tell that buyer of yours to use the MBG. They may still file a chargeback with their credit card company. Who knows?

[iamalwaysright]

I’m going to probably get a lot of flack for this, but from what I read in the OP, I don’t agree with everything the majority of the replies are saying here. I’m going to leave my opinion whether or not I agree with the OP’s selling style or methods out of this and stick to what is allowed on eBay. Basically zero judgement.

From what I read I gather that the OP has his listing set to “no returns accepted”. This is allowed on eBay and seller is doing nothing wrong here. Buyer admitted to mistakenly buying the item, again no violation by either party. Buyer files a remorse return which the seller receives, no violations. Seller is free to decline the return in which he did, no violation and totally allowed. Buyer doesn’t agree with seller’s CS and leaves a negative saying that, also allowed.

I personally wouldn’t call the buyer’s feedback as derogatory. Seen much worse from others sellers for about the same thing. The buyer simply is upset that you did not accept the return and they are free to leave a negative for that. They however conveniently didn’t say it was their fault they bought the wrong item and tried to use it. There’s nothing in policy that states buyers have to disclose that. And honestly I’m sure the buyer knew doing so would make them look bad in the feedback. You mentioned it in your reply, which is fine. You might want to check with eBay CS as I think that feedback might be eligible for removal since it was a remorse return filed and not a SNAD.

Which comes to my next point about others saying eBay would force the refund if the buyer filed a SNAD, or citing MBG, or they can file a chargeback. All that is good and well, but not relevant because the buyer didn’t file a SNAD. They filed a remorse. I believe MBG is in regards to SNADs right? And in I don’t really understand much about the fear in chargebacks. Most of the chargebacks I get are “unauthorized use” which I always win anyway. 

It’s a seller’s own choice if they want to always give the buyer what they want and make them happy. But I understand the sellers who don’t want to do this and follow within the limits of eBay policy. Which I believe you did. Neither buyer nor seller did anything wrong here. Simple case of both parties not being on the same page. It happens and just move on. I doubt that feedback would hurt you much anyway.

[iamalwaysright]

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@jerseyboymusic wrote:

@threeoakstactical 

I wish I could tell that buyer of yours to use the MBG. They may still file a chargeback with their credit card company. Who knows?

---

Doing so would be telling the buyer to file a SNAD tho right? And it’d be a false SNAD at that which would be considered abusive.

[12345jamesstamps]

As a seller you need to work out the problem with the buyer...not with eBay.

There are usually solutions to a problems.

No returns...just a statement but there are always returns from a buyer usually.

It's a lesson learned and we all been there.

We don't know what was said in your emails back and forth to the buyer...all of them.

I always use the buyer's first name when emailing them...not 'sir' or whatever.