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Buyer taking advantage of returns

I do not thinks it's fair how buyers are taking advantage of the return Policy. They lie about the item being not as describe just to get their money back. I had a buyer lie about a pair of shorts saying they didn't have pockets when they did. they requested a not as describe return, it was purchased a month ago and Ebay doesn't give you the option to deny the return. I have seen alot of sellers leaving Ebay because of this. I am very unhappy that Ebay is allowing buyers to get away with this and nothig is being done about it.

 

Does anyone else feel the same way?

Message 1 of 20
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Buyer taking advantage of returns

All sellers feel the same way.

There's not much any of us can do about it.

Rule #1 Buyers lie or at least shade the truth
Rule #2 Ebay wants the buyers to be able to get a refund anytime they (The buyer) wants
Rule #3 If we want to sell on ebay, We have to adapt to Rule #1 and #2
Message 2 of 20
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Buyer taking advantage of returns


@mrsorganicshop wrote:

 They lie about the item being not as describe just to get their money back. I had a buyer lie about a pair of shorts saying they didn't have pockets when they did. they requested a not as describe return, ...........

 

Does anyone else feel the same way?


An example of a decline in morality &

loss of integrity.

Message 3 of 20
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Buyer taking advantage of returns

I currently have a case open for "Not As Described" by a buyer. Her statement says it doesn't match the description or the pictures in the case. So I asked her to advise me as to what she received and what did not match the item description, through the case. It was a brand new flatware set. Her response to that was "I dont like the color and the pictures are not as glossy as the item.  What? This is a stainless set with gold trim and are clearly shown in the picures, etc. I don't know what she thought she was getting or what she was looking for. No questions were asked prior to purchase by her. 

I did report her for filing a false claim in the MBG, but I am sure eBay won't do anything about it.

 

I did call eBay and the woman I spoke to read her message and agreed that this is a remorse case not a Not As Described case. She told me to call back on the 19th and escalate this, but the case says I need to respond by the 19th. I am going to call again today and see what eBay is going to do about this false return. If they do nothing about her, I am going to be out the original and return shipping in excess of $50.00. eBay needs to stop this kind of garbage from happening. Maybe they don't want to as they would not have any profits to show the Board of Directors.

 

If they don't start standing up for us sellers, they won't have any left. I know that if I lose this one, I am saying goodbye to eBay after 15 1/2 years. I can sell on other venues.

Message 4 of 20
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Buyer taking advantage of returns

That's the thing every Ebay representative says something different. I called them before about a buyer opening a not as described case when it was remorse. When I called back I spoke to one representative he told me I was correct it looked like buyer's remorse. He then told me the same thing they told you, to call back but when I called back another person told me that I can't escalate because they will still refund the buyer. It's just wrong and sad how they are not on the same page. They need to get themselves together.
Good luck on the case I really hope they back you up and take your side.
Message 5 of 20
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Buyer taking advantage of returns

If they don't start backing up sellers they might as well close this site down as I think many, many sellers are getting tired of it. As of now I am waiting for a call back from them. I will post what type of answer I get.

Message 6 of 20
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Buyer taking advantage of returns


@greg213213 wrote:

I currently have a case open for "Not As Described" by a buyer. Her statement says it doesn't match the description or the pictures in the case. So I asked her to advise me as to what she received and what did not match the item description, through the case. It was a brand new flatware set. Her response to that was "I dont like the color and the pictures are not as glossy as the item.  What? This is a stainless set with gold trim and are clearly shown in the picures, etc. I don't know what she thought she was getting or what she was looking for. No questions were asked prior to purchase by her. 

I did report her for filing a false claim in the MBG, but I am sure eBay won't do anything about it.

 

I did call eBay and the woman I spoke to read her message and agreed that this is a remorse case not a Not As Described case. She told me to call back on the 19th and escalate this, but the case says I need to respond by the 19th. I am going to call again today and see what eBay is going to do about this false return. If they do nothing about her, I am going to be out the original and return shipping in excess of $50.00. eBay needs to stop this kind of garbage from happening. Maybe they don't want to as they would not have any profits to show the Board of Directors.

 

If they don't start standing up for us sellers, they won't have any left. I know that if I lose this one, I am saying goodbye to eBay after 15 1/2 years. I can sell on other venues.


@greg213213 Just accept the return. Don’t call eBay to escalate. You will LOSE. You have a 30 day return policy so you are required to accept the return. 

 

brian@ebay why is customer service telling this seller to call back and escalate the return? The seller has a 30 day return policy. 



One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**
Message 7 of 20
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Buyer taking advantage of returns

The problem that I am having is that buyers are buying items that don't fit because they don't read the dexcription, and in order to have the Top Rated Plus and get a 10% discount I have to offer a 30 day no questions asked return policy. I sold an item for $50, it cost me $29 to ship. Buyer didn't read the application list so I have to take it back and pay $40 for an Ebay shipping label.  It has happened twice this week and already cost me the 10% discount on FVFees. This is not acceptable, I am not Amazon with huge shipping discounts. I scrape by and losing this type of money to idiot buyers is getting old.     

Message 8 of 20
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Buyer taking advantage of returns

I do know that I have to accept this return because of my return policy.

 

I just got off the phone with a return specialist and was informed to accept the return and that eBay will reimburse the shipping cost of both cost. (original and for the return label) plus the final value fees. I will have to see if they actually do it. I might have to call again if they don't. The gentleman also said that eBay is now taking a stronger stance on buyers who use the return system for false returns (SNAD). He said that they have removed thousands of them already and will be doing it everyday and continue to do it. May be they are finally waking up and listening to us sellers or they are losing thousands of profit from sellers leaving and going to other venues.

 

I may get rid of the 30 day return so I have a little more control over how I will accept these. Most of the return requests that I am getting lately are from NEW buyers who don't read anything. Just look at pictures and then buy. With only one sale for an item of $2.69 in the last 6 days it can't get any worse.

 

OR,

 

I just may shut down my store next month if sales keep tanking and sellers getting NO seller protection whatso ever.

Message 9 of 20
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Buyer taking advantage of returns

You are 100 % correct that this is getting old. I won't try to get the TRS discount anymore as it means very little. Yes buyers don't read anything anymore, they are like school kids who just look at pictures and/or maybe they don't know how to read. LOL

 

I am retired and I use the little profits I make here to help pay my wifes medical bills, buy food etc. But  as you put it Idiot buyers constantly pulling this on us sellers what is the sense of selling on eBay? There is no sense as it costs us money out of the little we make on sales, especially with as bad as sales are right now.

Message 10 of 20
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Buyer taking advantage of returns


@greg213213 wrote:

I do know that I have to accept this return because of my return policy.

 

I just got off the phone with a return specialist and was informed to accept the return and that eBay will reimburse the shipping cost of both cost. (original and for the return label) plus the final value fees. I will have to see if they actually do it. I might have to call again if they don't. The gentleman also said that eBay is now taking a stronger stance on buyers who use the return system for false returns (SNAD). He said that they have removed thousands of them already and will be doing it everyday and continue to do it. May be they are finally waking up and listening to us sellers or they are losing thousands of profit from sellers leaving and going to other venues.

 

I may get rid of the 30 day return so I have a little more control over how I will accept these. Most of the return requests that I am getting lately are from NEW buyers who don't read anything. Just look at pictures and then buy. With only one sale for an item of $2.69 in the last 6 days it can't get any worse.

 

OR,

 

I just may shut down my store next month if sales keep tanking and sellers getting NO seller protection whatso ever.


@greg213213 If you ask eBay to Step in they will NOT reimburse your FVF. So you need to approve the return NOW and when you get the item back and refund the buyer, eBay will credit the FVF. That’s standard policy. Then you have to file an appeal in order to get the return shipping cost refunded. They will not refund the original shipping cost. 



One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**
Message 11 of 20
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Buyer taking advantage of returns

Free Returns on expensive shipping is a sure fire way to go out of business.
Message 12 of 20
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Buyer taking advantage of returns


@devilmanak wrote:

The problem that I am having is that buyers are buying items that don't fit because they don't read the dexcription, and in order to have the Top Rated Plus and get a 10% discount I have to offer a 30 day no questions asked return policy. I sold an item for $50, it cost me $29 to ship. Buyer didn't read the application list so I have to take it back and pay $40 for an Ebay shipping label.  It has happened twice this week and already cost me the 10% discount on FVFees. This is not acceptable, I am not Amazon with huge shipping discounts. I scrape by and losing this type of money to idiot buyers is getting old.     


@devilmanak When you decided to offer free returns, you should have run the numbers and decided if the Small FVF discount was worth it. As you can see....it’s not. You have to accept all returns and pay for return shipping when you offer free returns. It really only takes ONE return to totally negate the FVF discount you receive. So I would strongly consider switching to either no returns or buyer paid returns. I’m so sorry. I know this is frustrating. And offering free returns takes away all buyer responsibility. It allows them to buy items without thinking twice because they know they can always return it for free and get a full refund!



One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**
Message 13 of 20
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Buyer taking advantage of returns

That is exactly what I was thinking. I will have to appeal it and see if they do what they said they would do as even the guy I just spoke with said this return is a remorse return, not a SNAD. My question is, then if they can see this why don't they just close it the sellers favor? I know, so you don't have to answer that.

 

As for the shipping costs, he stated they would refund both whether this will happen or not I will see.

 

I do know one thing though, if the item shows no  return tracking within the 5 business days that the buyer has shipped, I definately will call and then escalate this on the morning of the 6th day.

Message 14 of 20
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Buyer taking advantage of returns

Absolutely Agree, Crazy idea, I sell jeans, could you imagine the amount of returns i would have with free returns, Here is an example of why Free Returns does not work period for me. A customer assumes he is a 34" Waist, He's not sure in any particular style if a 34" Waist is suitable, so now with free returns he would be able to purchase at the same time a 33" a 34" and even possibly a 35" to see which one fits him best, Two of them guaranteed are coming back to me, so the little profit i made on the one he keeps is now lost on the two he sends back, I have now sold one jean at a loss because of return shipping costs, this could happen with every single order, ever watched a customer in a shop trying on jeans, shoes etc ? how many do they try on before they find the one they like best ? This policy would bury me in a matter of weeks.
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