Buyer Return Issue

[bettyonboard]

Long time member here since 2001.  I haven't ever been a power seller by any means, but I like to buy and sell using eBay from time to time.  Never really had an issue with buyers or return issues.

A couple weeks ago, I sold a GoPro camera that was an open box item.  It was a brand new camera, but had been opened.  The photos showed it was an open item and I made it very clear in the item description that the camera was brand new, but that the box had been opened.  I also listed it as "no returns"

Buyer receives it and a couple days later opens a return request claiming the item did not match the description because it had been opened.  I responded to the buyer and said that the item description and photos matched the item and that I was no offering returns on the item.

I eventually reached out to eBay to step in (mistake on my part).  They basically said since the buyer's reason for requesting the return was "item not as described", they have no way of knowing the truth and have to honor the 30 day money back policy.  So they sided with the buyer and will issue the buyer a full refund on my behalf.  So now I am out eBay's final value fee, shipping and return shipping, and if I decide to sell this same item on eBay again, I will have to pay them a second final value fee for the same item.  Totally ridiculous in my opinion.

In the end, it's my bad for not staying up on eBay's policies over the last few years, but I just remembered them offering much more protection for sellers.  I have not received the   Now it seems as if its become a shady buyers market on this platform and I will be looking elsewhere to sell my items. 

[bonjourami]

Anytime a seller asks Ebay to step in, they will rule in the buyers favor.Ive been selling here for twenty years and I cant remember Ebay ever offering much more protection for sellers.Buyers have always come first.

[stz_auctions]

The way it seems now is that eBay is more on the side of the buyers for their protection and the money back guarantee. I always (before shipping the item) if the item is open box, a little worn, etc, I always message the buyer (as a courtesy) to just state that the condition is and make sure there's a mutual understanding. Not saying it would prevent that from happening to me **knock on wood**, but I always with a somewhat defected item, message the buyer before shipping and make sure it's understood that it's used/open box, etc.

Thats all we (as sellers) can do, I have no returns as well on all my items, however because of the money back guarantee for buyers, doesn't really apply. Sucks, but that's how it is.

Good luck with sales!

[bettyonboard]

yea, thanks for your responses so far.

I am just frustrated with this process.  I have not received the item back yet, but will be curious to see the condition of the item.  If it appears used or as if the buyer did anything to change it (changed out parts, switched items, or even an empty box), what options do I have?

[bonjourami]

Since you dont accept returns, not much, all you can do is appeal the case, for whatever good that does.

[bettyonboard]

So if I receive an empty box or a damaged camera as a return, I am not protected in anyway and the buyer gets a full refund?

[edwedw8383]

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@bettyonboard wrote:

I am just frustrated with this process.  I have not received the item back yet, but will be curious to see the condition of the item.

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Yes @bettyonboard, you'll get the chance to see the condition of the item ... after eBay has refunded your buyer.

For now, your best hope is that you don't receive the return; then even though there is no option to appeal, you can get a full refund if you appeal.

[kensgiftshop]

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@bettyonboard wrote:

I responded to the buyer and said that the item description and photos matched the item and that I was no offering returns on the item.

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It was listed as new, meaning it shouldn't have been opened.

If there wasn't an Open Box or New (other) option, it should have been listed as Preowned or Used.

Then you can mention in the description that it was new, but the package had been opened.

[bonjourami]

Sorry to say if that happens, all you can do is appeal.

[orangehound]

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@bettyonboard wrote:

Buyer receives it and a couple days later opens a return request claiming the item did not match the description because it had been opened.  I responded to the buyer and said that the item description and photos matched the item and that I was no offering returns on the item.

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Actually the buyer is correct.  When you selected the eBay condition as "new" rather than "new (other)" or "open box", then this was a misrepresentation of the item's condition ... it doesn't matter what you put in the description, the eBay condition is paramount.

Here's the definition of "New":  A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is found in a retail store, unless the item is handmade or was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

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I eventually reached out to eBay to step in (mistake on my part). 

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I wish eBay would remove this option from the seller's interface on a Money Back Guarantee claim ... when the buyer presses that button, eBay immediately whollops them with a nasty seller defect and loss of eBay fees.  It is a totally misleading money-grab by eBay.

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In the end, it's my bad for not staying up on eBay's policies over the last few years, but I just remembered them offering much more protection for sellers.

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eBay is offering quite a bit of protection for sellers, but it is no longer through customer service.  Rather, one has to offer a return policy that includes the protection.  Specifically, "No returns" has very little seller protection ... "30-day free returns" has quite a bit of seller protection".  

Regardless, in this case, there is no need for protection because, as mentioned above, the item was misrepresented to the buyer.

[bettyonboard]

Orange hound,

Thanks for your response. But at the same time, is a buyer not responsible for looking at photos or actually reading the item description? Seems to be quite unreasonable

[bettyonboard]

I have no problem eating this one, lesson learned on my part as I’ve never experienced this on eBay. But this has opened up my eyes to all the scam opportunities for buyers on this platform