Buyer issued a return on a non-returnable item due to an untruthful return reason

[coltonion]

I am new(er) at selling, but I have always listed my items as "returns not accepted". I have been recently selling expensive items, and just received my first return request. The buyer labeled the item as defective (so that he was able to start a return request at all), and said the "the glasses are not stable on face". Now, I check every pair of sunglasses before I ship them out and they are all completely new, clean and authentic. Also, this particular buyer has been trying to resell the exact same pair of sunglasses on his ebay (with my same pictures and everything), also with a "no returns accepted". I think he didn't like the way they looked on him and tried to resell them, and then realized noone was purchasing his more expensive price, and put an untruthful request in to get a return for his money back. I talked to an Ebay agent, and they told me to send a message to the buyer and wait until next Monday rolls by before I call Ebay again to close the return. Has anyone experienced this? Does this sound like the proper way to do this, and what do I say to the buyer?

[missjen831]

When sellers don't accept returns, buyers have to lie in order to return the item & get their money back. If the buyer asks ebay to step in, you will get unresolved by seller strike and ebay may force you to refund without the buyer returning the glasses. Its best to accept the return and report the buyer for abusing the MBG. 

[deep-garnet-red · Accepted solution]

"Doesn't fit" is not a valid SNAD excuse. I would try to find a CSR that will close the case in your favor because it is a remorse return. All the stuff about reselling doesn't matter in the case. Just mention it is a remorse reason. When you find the right CSR they should close it while you are on the phone.

But if you can't find a CSR to do the right thing you will have to accept it before the deadline.

Protip: Any CSR that tells you to call back is just lying to get you off the phone.

[missjen831]

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@deep-garnet-red wrote:

"Doesn't fit" is not a valid SNAD excuse. I would try to find a CSR that will close the case in your favor because it is a remorse return. All the stuff about reselling doesn't matter in the case. Just mention it is a remorse reason. When you find the right CSR they should close it while you are on the phone.

But if you can't find a CSR to do the right thing you will have to accept it before the deadline.

Protip: Any CSR that tells you to call back is just lying to get you off the phone.

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I doubt customer service will see this as a fit issue. Because the buyer never said it was. He said they are defective and not stable on the face. And OP runs the risk of the buyer escalating to eBay before he can get the case closed in his favor 

[coltonion]

So when I gave CS a call yesterday, they said they would close the case in my favor. All I would need to do is just call in on next Monday for that to happen. 

I gave CS another call today, because of your post, and he told me that the case would close in my favor. That I would need to call in on Saturday to close the case. He said he would leave a note with his approval.

My return request intially says to take action by 06/23/2017 (Friday). This last CSR said that I should call back in on Saturday because it is the earliest I can do anything to close the case and that even the buyer is still not able to escalate the case by then.. Are they just giving me the runaround? Or do I need to find a CSR who will actually close the case with me on the phone while I am still in this 3 day period to "take action for the return request".

[missjen831]

They are giving you the run around. They don't have the authority to give their approval like this. He didn't approve anything. think about it, if the Peggy you spoke to has the authority to say you win the case, WHY wouldn't he just close it in your favor now? The reps tell you what you want to hear to get you off the phone. One rep said Monday, another said Saturday. And again, if the buyer asks eBay to step in before you can call and attempt to get it closed in your favor, you lose. 

[coltonion]

In that case, I'll just try to find someone willing to help me out before then. Thank you! If it doesn't work out, I'll just accept the return like everyone says to do.

[coltonion]

On my 5th call, I spent maybe 45 seconds on the phone with the CSR and in that short timeframe he agreed that it was buyers remorse and told me that they would close the case and that I should receive a confirmation email in about a day. I had him reaffirm the "close in my favor + email" and concluded the call with getting his name. Was that too short of a conversation to have any real meaning to an actual "close", or should I keep calling CS?

[coltonion]

Never mind. That was sweet! That 45 second conversation led to my case being opened and then closed in a span of 15 minutes. Looks like I won, email, funds and everything! Thank you all for your help.

[missjen831]

Did you read the email though?? Only asking because some sellers have been told the exact same thing only to have the case closed in the buyers favor! If it says its closed in your favor, then that is GREAT news!! And as you can see, the first 2 reps lied to you and had you waited and not called back today, it would have ended badly for you!

[phcd1]

coltonion wrote:

Never mind. That was sweet! That 45 second conversation led to my case being opened and then closed in a span of 15 minutes. Looks like I won, email, funds and everything! Thank you all for your help.

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Make sure it said it was closed in YOUR favor. Good Job if so.

[diamondrio55]

I just got off the phone with them. I was told sorry, but, they decided in the favor of the buyer because he said I did not send him an item that matched the description of the item. It was total **bleep** Now apparently I have to appeal when/if I get the item. So much for being a power seller !!

[diamondrio55]

I was told the same thing and then I received an email that they ruled for the buyer...even though my item was stamped gold inside and perfectly matched the description. Your glasses are apparently going thru the same thing. I wish Ebay thought more of their sellers.

[missjen831]

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@diamondrio55 wrote:

I just got off the phone with them. I was told sorry, but, they decided in the favor of the buyer because he said I did not send him an item that matched the description of the item. It was total **bleep** Now apparently I have to appeal when/if I get the item. So much for being a power seller !!

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You still have no choice but to refund in full when you get the item back. If you appeal the buyer keeps their refund no matter what