Buyer returned damaged item.

[sammy33171]

I received a return from a buyer that was completely damaged due to improper packaging.  She put a 6. 7 oz bottle of perfume loose in a 9x12 plastic envelope (not the original packing box) and the top was smashed and the envelope was dripping wet with perfume when I received it back.  eBay says to issue full refund.  Do I have any recourse when my return policy states returns must be in original packaging.

[nostalgia_hunter]

Well in an ideal world I would say the buyer did not return your item as your item was undamaged and they returned a damaged one.  But since we don't live an ideal world unfortunately you will need to make the decision of is not refunding worth the ding to your account or not.  Its almost always better to refund than risk being dinged by ebay/feedback but it will still **bleep** you off.

It is ebay's policy that items must be returned in the same condition however they never enforce it.

[toc460]

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@sammy33171 wrote:

Do I have any recourse when my return policy states returns must be in original packaging.

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It should help!!!

eBay's RETURN POLICY

http://pages.ebay.com/help/sell/return-policy.html

"If you accept returns, a buyer can return an item for any reason, even if they change their mind about a purchase. This is true as long as the return meets your return requirements…”

[phcd1 · Accepted solution]

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@sammy33171 wrote:

 ... Do I have any recourse when my return policy states returns must be in original packaging.

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Most likely not. It is eBay written policy that items must be returned in the same condition as they received it, however that is rarely enforced. You also appear to have a return policy, which eBay has clearly posted here that if you have ANY return policy, they expect you to accept the return. Depending on how the item was returned you may be able to make an insurance claim, however most shipping companies would say that is was improperly packed. If this was a normal buyers remorse return, I suggest you stand by your return policy and withhold 20% from the refund, somehow I think this might have been a SNAD return though because of the "full refund" statement. Don't forget to BLOCK that buyer! Good Luck.

[phcd1]

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@nostalgia_hunter wrote:

... unfortunately you will need to make the decision of is not refunding worth the ding to your account or not....

It is ebay's policy that items must be returned in the same condition however they never enforce it.

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I doubt that this is an option (I assume this is a SNAD refund). EBay WILL refund for the seller if the seller doesn't do it themselves (and you'll receive a defect for not refunding at the same time).

[sammy33171]

Thanks for the help.

Sammy

[sammy33171]

Thank you very helpful.
Sammy

[sammy33171]

Thanks and how do I block that buyer.

Sammy

[sammy33171]

Thank you.

Sammy

[phcd1]

You can report the buyer for returning a damaged item here:

https://ocsnext.ebay.com/ocs/sr?&query=2461

and you can BLOCK the buyer here:

http://offer.ebay.com/ws/eBayISAPI.dll?bidderblocklogin

[sammy33171]

You have been very helpful.  Thank you for taking the time.

Sammy

[bostonbeans]

eBay never sides with the seller. That is why I'm never selling on eBay again. I've had to eat the item cost once too many times when seller returns item in unsellable condition (torn thrashed original box). Their reason, did not prove the item damage was caused by seller (although I provided a picture of it's original condition). They told me to file a claim with USPS, although the outer box I mailed the item in showed no damage. eBay has no seller protection only for the buyer.

[Anonymous]

It is a lost cause. Just had this happen to me. EBAY COULD HAVE CARED LESS,

The "returned a damaged item" MEANS NOTHING!!!!

I was actually told by an ebay rep " we assume that are buyer are not lying". OMG **bleep**!!!

And FYI:

Did you know that NONE of ebay generated returns labels include insurance? NOPE!

So if ebay sent the return shipping label, you have no way recoup any losses for damages.

ALWAYS UPLOAD YOUR NOW RETURN LABEL AND SENDIT  TO BUYER IF ITEM HAS VALUE....PERIOD!!

[theheadphonecompany]

Sadly, what everyone here saying is the truth.

"Its only" that no seller knows it until it happens to them.

Right up until that point - you believe in the eBay hype machine - the machine that says "we are your partner", the one that says " we love our sellers", the one that spews out "we are just a venue" ... and the list goes on and on.

As mentioned, the "conditions for returns help page" is worthless - its as good as a politicians promise (any of them/all of them). Its simply there to make sellers "feel good" (read: eBay is a SAFE and secure selling venue) . If sellers TRULEY knew what they were in for - and the true lack of support they would get when something goes wrong - they would turn around and NEVER come back.

Of course "its the San Jose show", and if you have the free time - you can read this forum and read the comments from eBay "blues" that will tell you OUTRIGHT - that in the quest to keep buyers happy - even the stated rules that they do follow - can be .... stretched and manipulated as they see fit. In english - the rules as stated ONLY apply to sellers - buyers can do as they please.

Sure you can "report them" - but thats like trying to empty the atlantic ocean with a dixie cup - you "can do it" - but you wont get anything meaningful out of it.

eBay will NEVER tell a buyer "NO".

I (as an example) just had a return. Sold a customer a BRAND NEW SEALED item, they  installed in back@ssward and killed it. Of course the buyer said SNAD! (aka a lierbuyer) and knowing full well that my "partner" WOULDNT have my back - accepted the return.

eBay rules say the buyer has 5 days to send the item back (no Saturdays or Sundays included) ... eBay gave my buyer 7 (plus Saturday & Sunday) for a total of 9!  

After 2 calls - I got eBay to close the case in my favor - since the buyer NEVER returned the item. I was all ready to make the party of the century ... until eBay told the buyer ... sure we closed in the sellers favor - but no worries - "just go get him on Paypal!" 2x at the same apple - so nice of them isnt it?

Seller Protection "is the nightmare story parents tell their children before bedtime". "Behave or Ill make you sell something on eBay and get a SNAD return!"

Seller Protection is the Yeti, the Bigfoot, the Keyser Soze, the Jersey Devil of eBay policies - it exists in name only.

This one is going to be a straight out loss ... probably like mine will - but for different reasons.

In your case - the buyer didnt ship it back correctly (packaging), probably used it or switched it with his/hers ... and theres not a thing (as a seller) that you can do about it 😞

Calling eBays "Steller" overseas customer service (lord why cant they just hire Americans?) will only get you snarky comments like "in business expect to take losses - heres one" or the better "we cant see what you shipped or what you got back - so too bad". In english they dont trust you as a seller - so therefore what ever happens, happens.

eBay (aping Amazon) (when theres an issue) becomes your UNasked for partner. They dictate to you what losses you will take when you use thier platform. Just replace the "do it for the good of the children" with "we make you take losses for the good of the plaftorm".

Its irrelevant what kind of "evidence" you have in your defense here. Opening it in front of GOD him/herself or any other diety that you may or may NOT believe in - wont help (1) iota. A buyers word is a good as all the gold in Ft Knox (if its even in there !).

Appologies that you had to experience eBay this way ... its all "list, sell, pack, sip, get paid" until the "rubber meets the road" - THEN you find out how much of a partner ebay REALLY is ... shhh its not one at all.