Buyer fraud: returned a different (and broken) part and eBay sided with buyer? What gives?

[blenddoor]

I sell auto parts, and had a buyer who placed two orders for similar items, and tried to use a photo of the cheaper one to get us to refund the expensive one without a return.  When we declined, they returned the first order (miscategorized as defective, of course), but we gave them the benefit of the doubt, and it arrived back intact and unused.  Then they requested to return the second order as "wrong item sent" and waited several weeks before sending the used and broken stock part from the car they fixed (using our part) back.  

I took good photos, and wrote a detailed description and submitted an escalation through ebay.com/sellerhelp.  eBay came back with a decision to refund the buyer since "We understand that you received your item in a different condition than when you shipped it, but unfortunately we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control."

When asked about the return containing old parts from the vehicle after repair, the buyer threatened.

What to do?  With the old phone support they would have decided in my favor for sure, even if it was a refund from eBay's pocket.  Especially with the threatening message...I'm upset and at a loss.  Help!

[rebell45]

Report the buyer and send eBay the threatening message. I doubt you'll recover your money, but the buyer might get sanctioned.

[orangehound]

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@blenddoor wrote:

I took good photos, and wrote a detailed description and submitted an escalation

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Sellers should never do this.  eBay bases its decisions on what the buyer communicates in the return request, and not on anything that a seller communicates.

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What to do?  With the old phone support they would have decided in my favor for sure, even if it was a refund from eBay's pocket.  Especially with the threatening message...I'm upset and at a loss.  Help!

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eBay has slowly changed the way that return disputes are handled to reduce customer service load:  these days the rules are rigid, customer service has no flexibility, and sellers are given powers to handle abusive buyers without involving customer service.

When you escalated the return request to eBay, eBay considers this bad customer service (battling a customer return is considered bad customer service), and you have not only been forced to refund, but you have received multiple punishments by eBay:  (a) loss of Final Value Fees, (b) seller defect, (c) unfair mark on your seller metrics.

As a Top Rated Seller who is offering 30-day returns, eBay gives you limited power to deal with abusive buyers like this.  These powers are not perfect, but they help you recover some of your exposure to loss.  Specifically, with this buyer using a false Money Back Guarantee claim AND returning the wrong part, you should have:

1. Only refunded 50% of the original purchase price.
2. Not refunded any original shipping (if it was charged).
3. Reported the buyer for falsely using the Money Back Guarantee, which will give you a $6 credit on your next eBay statement.
4. Reported the buyer for returning the wrong part.

But, as soon as you "escalated" this with eBay, you forfeited your rights and suffered an even greater loss.

Consider this a lesson-learned, and now you know how to handle it better next time.

[blenddoor · Accepted solution]

I appealed by email and eBay decided in my favor.  Thanks for the replies.  

The buyer returned a totally different item, and I've never had any issues with eBay not closing the return without refund in similar cases.  With an escalated case, you also get shielded from negative feedback or other account harm.  

[mtgraves7984]

I appealed by email and eBay decided in my favor.  Thanks for the replies.  

@blenddoor 

Good for you. I'm glad they had your back. I only wish they had a way to charge the buyer for your refund!