problem with buyers destroying perfect items in order to do 'not as described' return

[topdownallyearround]

There is a new trend on ebay of buyers destroying items to claim 'not as described' and return.  I think after 24 years with ebay, I finally have to give up.  They just don't have their seller's backs anymore.  Boy has ebay crashed and burned.  Guess all the replica rip off items they let people list will keep them going.  I'm going to short their stock at this point.  Maybe I can recoup some of the money I've been ripped off!  Shipping in both directions, plus the outrageous fees ebay charges on the money we don't get that goes to taxes and USPS.

[fbusoni]

@topdownallyearround 

The general public is like a massive petri dish.

But what you describe above can happen when a seller does not offer paid returns.

Depending on the category in which one sells, I firmly believe that buyers need -- and in this day and age are entitled to -- a pathway to return an item for free.   

I've offered paid returns for a few years now and have only gotten one or two -- and the items were packaged exquisitely for the return trip to me.

Remorse returns seem to work for some categories, and for some buyer demographics.   But not for most.

In sum: it's better to pay for return postage and get back an item you can re-sell, than pay for return postage and get back one you cannot.

[lakefor94]

Looks as though you have sold around 55 items in the last 90 days. Exactly how many sour transactions have you encountered?

[bonanza125]

You operate a business so things like this happen. Buyers can file a return under the 30 day guarantee money back. How many claims have come in where someone destroyed an item? What were the items and do you really feel someone intentionally destroyed the item or say they tried on clothing and it didn't fit so it was damaged during fitting. 

[krazzykats]

Rent and Return: the game segment where some players try to pull a fast one.

[fern*wood]

I've luckily not experienced this issue.  The only thing I can add is the majority of my returns are for remorse and I offer a return policy, so most of my buyers are honest and return this way and pay the return shipping.  I also can refund minus the initial shipping and just relist when I get the item back, so returns are certainly a pain but not a big expense.

I've had a few use not as described when the item was fine, but not very often.

[luckythewinner]

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@topdownallyearround wrote:

There is a new trend on ebay of buyers destroying items to claim 'not as described' and return.

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That's a shame. Buyers don't need to destroy it in order to defraud you.

[pickapaper]

You have been selling on eBay since 2008 and have over 3600 positive feedbacks (100%).  I'm surprised that you haven't run into something like this before, especially with selling pre-owned clothing.  (BTW, it isn't a new trend; it's been happening somewhat, forever. )

Things have changed on eBay in the last  few years, mostly that buyers feel entitled and do not want to be inconvenienced.  Unfortunately, sometimes they do what is necessary to get their way, which I'm guessing is what happened to you.

I don't know what happened with your buyer but I would hope that this one bad apple doesn't make you stop selling on eBay.  You obviously are a good seller and your customers are happy.   If you give up, she wins and you sure don't want that. 

[luckythewinner]

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@topdownallyearround wrote:

There is a new trend on ebay of buyers destroying items to claim 'not as described' and return.  I think after 24 years with ebay, I finally have to give up.  They just don't have their seller's backs anymore.

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"Anymore"?

When did eBay have a seller's back in a 'not as described' dispute?

eBay has sided with buyers in 'not as described' disputes ever since 2008, when the Money Back Guarantee was introduced.

[mr_lincoln]

Hi @topdownallyearround 

I agree with @lakefor94 and wonder about how many INAD returns you are talking about.  One of my contentions with all of this is the fact that Sellers who use the No returns accepted setting invite the type of return activity you are talking about.  

The combination of the No returns accepted setting and eBay implementing the Item not as described (and other) return reason to bypass that return policy has done nothing short of creating an environment that encourages customer dishonesty. 

The vast majority of threads that I have read about Sellers complaining about bogus returns have been from members that use the No returns accepted setting.  Personally, I think that return policy should be limited in its use and not be a general choice on eBay's Return policy flow. 

Whether selling one's own personal items or buying and reselling new products this is retail sales and accepting returns goes along with that.  Don't get me wrong, I don't like returns either but accept the fact that a certain % of transactions will result in a return.  

[redlinear]

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@topdownallyearround wrote:

There is a new trend on ebay of buyers destroying items to claim 'not as described' and return.  I think after 24 years with ebay, I finally have to give up.  They just don't have their seller's backs anymore.  Boy has ebay crashed and burned.  Guess all the replica rip off items they let people list will keep them going.  I'm going to short their stock at this point.  Maybe I can recoup some of the money I've been ripped off!  Shipping in both directions, plus the outrageous fees ebay charges on the money we don't get that goes to taxes and USPS.

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This is nothing new.   As far as auto parts are concerned....If anything, it happens FAR less now, than it did in the past.
It's called "making the part fit the warranty" in order to return. 
With eBay's so generous return policy, our returns have increased.  However, Not as Described as a reason has dropped considerably.
    I do have my complaints and issues with eBay's return policies.  But when it comes to Customers claiming Not as Described? That's no longer one of them.

[gurlcat]

This happened to me in my first year, buyer wanted 100% free "rental" for a pair of designer boots, so not only did she return them a week after receiving them, she claimed they arrived destroyed.  -Clearly she had used something sharp to cut through the thick rubber sole of one of them, and no she did not have the shipping box to show what insane damage it would have undergone for such a horrific thing to happen to a boot inside. 

The next day I made all my listings Free Returns and I haven't looked back since.

[cityslickercreations2004]

Basically, I agree.

No returns generally work in a B&M store. One can touch, try on and actually see the quality, color of the article before purchase.

I always thought no returns in an online setting was setting oneself up for heartache. I sold cosmetics and I always allowed 30 day buyer paid returns. I knew I would destroy any cosmetic that had been opened. Part of business.

[mam98031]

@topdownallyearround 

Why?  It isn't necessary to filing an INAD.  

I have found if a buyer wants to return an item, I just let them.  I don't try to fight with them in any way.  Maybe that helps, IDK.  But I don't see the point in arguing since they have the upper hand and can return the item if they want.  To to decrease issues or problems with the buyer I simply tell them to return for refund.

[mr_lincoln]

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@cityslickercreations2004 wrote:

Basically, I agree.

No returns generally work in a B&M store. One can touch, try on and actually see the quality, color of the article before purchase.

I always thought no returns in an online setting was setting oneself up for heartache. I sold cosmetics and I always allowed 30 day buyer paid returns. I knew I would destroy any cosmetic that had been opened. Part of business.

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@cityslickercreations2004 

For my categories, most items that are returned wind up selling again later.  I understand you discarding cosmetics that are returned, that makes perfectly good sense.  Now, I will say that the No returns setting is not always the Sellers fault that it is selected because I have created new listings from scratch (instead of from my 50 Templates) only to see the following set as the default:

-No returns accepted

-2 Day Handling

-Best offer toggled ON

I don't use ANY of those settings.  I use:

-30 Day Free returns

-1 Day Handling

-NO Best offer