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?

[iamalwaysright]

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@12345jamesstamps wrote:

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.

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Yea I agree that whatever your stance may be, verbiage, language, and tone does matter when you’re typing to buyers. Especially if it’s something you know they won’t agree with. It can mean the difference between reluctant acceptance on the buyer’s part or lashing out with a negative feedback and a chargeback.

[luckythewinner]

Why would eBay allow a buyer to post and keep a derogatory review

There is nothing in eBay policy that says eBay will remove a feedback just because the seller thinks it is "derogatory". 

You said the buyer bought the wrong item and that you wouldn't accept a return. The buyer's feedback also says he bought the wrong item and that you wouldn't accept a return. 

[slippinjimmy]

I have No Returns on most if not all my listings.

If a buyer contacted me and said they made a mistake and bought the wrong item I would accept the return. I would expect them to pay for the return shipping and given they acknowledged that they made a mistake they would likely be fine with that.

It's called customer service AND it's a simple way to avoid problems.

[mkaczorsee]

So you are suggesting the buyer lies and says the item is not as described when in fact it is as described …and buyer simply purchased wrong item?  WOW

[gurlcat]

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@slippinjimmy wrote:

If a buyer contacted me and said they made a mistake and bought the wrong item I would accept the return.

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Even if they had opened it and it was an item with a large margin between new and used value? 

[theteamsetguy]

@gurlcat ,

If it were me yes. We're all human and we all make mistakes every now and them including myself because I know I'm not perfect. I would bite the bullet and take the loss. I already factor in return costs and return theft in my profit margins.

My daytime job I'm in commissioned sales and rely on repeat customers and referrals. You have to take care of the customers or they don't come back or send you their referrals. I also, rely on referrals from other professionals. If word got out that I didn't take care of one of their clients I will never get another referral from them again.

[mam98031]

Important information about return policy 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.

[iamalwaysright]

Don't forget, as of just recently any SNAD filed prohibits any seller from retaining the shipping fee they charged the buyer when it comes time to issue the refund. It doesn't matter what seller level you are or what option you choose for your return policy. When a SNAD is filed and it's time to refund the buyer, consider the shipping you charge lost and unrecoverable. Obviously the only exception is when the buyer fails to return the item to you.

[mam98031]

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@iamalwaysright wrote:

Don't forget, as of just recently any SNAD filed prohibits any seller from retaining the shipping fee they charged the buyer when it comes time to issue the refund. It doesn't matter what seller level you are or what option you choose for your return policy. When a SNAD is filed and it's time to refund the buyer, consider the shipping you charge lost and unrecoverable. Obviously the only exception is when the buyer fails to return the item to you.

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I'm not sure what is new with that.  As far as I know that has always been true on SNADs / INADs.

But on properly filed Buyer Remorse return requests you can withhold the original shipping charges IF they were separately stated, NOT listings that have Free Shipping.

If something changed that I'm not aware of, please give me a link so I can update myself.  Things change fast around here and it is darn hard to keep up on everything.

[iamalwaysright]

This wasn't true in the past, my guess is within the last year by experience.

I'm just saying that you forgot to mention that fact in your post about not being able to refund shipping in SNAD's. Not many sellers know this. There have been a few threads talking about it. Just adding it to the thoroughness of your post. Very informative for any returns newbies. 👍

[mam98031]

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@iamalwaysright wrote:

This wasn't true in the past, my guess is within the last year by experience.

I'm just saying that you forgot to mention that fact in your post about not being able to refund shipping in SNAD's. Not many sellers know this. There have been a few threads talking about it. Just adding it to the thoroughness of your post. Very informative for any returns newbies. 👍

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I'm happy to listen to what you have to say and adjust what I post about return policies.  Please give me a link to the policy that tells me this and I'll update.

[threeoakstactical]

Thank you!!!!!

Recent update. I appealed the decision and WON!!!. The erroneous , derogatory review has been taken down. As you state, I did everything right. eBay offers a tickbox to select for accepts return or does not accept returns. The description of the product was perfect. The buyer mistakenly purchased an item that would not fit his firearm. I am a small business and cannot afford to have buyers purchase items and open the factory packaging and then decide that they do not want it for whatever reason. I go through great pains to answer questions, quickly and accurately,  about my products / postings to ensure that my customers get exactly what is described and posted. 

[ady9701]

Yeah you are dam right it's not the eBay from 20 years ago , it's a load of rubbish now. Over complicated anti private seller all about eBay profit and nothing else .

[fbusoni]

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@threeoakstactical wrote:

Thank you!!!!!

Recent update. I appealed the decision and WON!!!. The erroneous , derogatory review has been taken down. As you state, I did everything right. eBay offers a tickbox to select for accepts return or does not accept returns. The description of the product was perfect. The buyer mistakenly purchased an item that would not fit his firearm. I am a small business and cannot afford to have buyers purchase items and open the factory packaging and then decide that they do not want it for whatever reason. I go through great pains to answer questions, quickly and accurately,  about my products / postings to ensure that my customers get exactly what is described and posted. 

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@threeoakstactical 

Very glad to hear this news.

The buyer seems to have admitted that he mistakenly purchased the item ("the seller refused to accept return for a wrong purchased item") and eBay paid attention.   It might be a miracle.

[jerseyboymusic]

The way I read the OP is that the buyer purchased the item based on the description provided by the seller and it was incorrectly described. So my mistake on that, if I mis-understood.