Buyer says damaged $600 item I asked for pics no response ebay refunds buyer and buyer keeps $600

[johnsmith04shop]

I had a buyer contact me saying they want to return my $600 new turbocharger because it came damaged and the box was opened and resealed. I responded explained I opened the box to put packing as the turbocharger came on a skid with other turbocharger parts so the box had no packing and I put excessive packing so it would not get damaged and I asked what was damaged? Can you send me a picture? Maybe we can solve the problem without a return it may be a part I could send a new one. No response from buyer. I escalate because the buyer wont respond. ebay steps in to help me and refunds the buyer $600 and ebay says no falt of mine and states buyer keeps the item. How can a buyer say something refuse to show proof or anything and ebay gives them the money back and then lets the buyer keep my new $600 turbocharger?  I lost a new Garrett $600 turbocharger and the shipping to Canada. How in the world can ebay do that to me? I have almost 10,000 very impresssive all positive feedback and ebay treats me like I'm a crook. Anyone else have this done to them?

[orangehound]

Sorry this happened to you.

Yep, not only have I experienced it, there are frequent stories posted on this forum  about how dishonest buyers manipulate the Money Back Guarantee program to circumvent return policies and get free return shipping.

I'm surprised that a seller with your experience hasn't gotten lots of these cases in the past.  One cannot use common sense and logic to successfully navigate such a claim, because eBay's policies regarding these returns are confusing and do not follow common sense and logic.

It takes experience to successfully navigate a false Money Back Guarantee ... if a seller doesn't have that experience, then they will probably be better off just accepting the return.  Some of the important things to know if one does feel compelled to take action:

• eBay doesn't want you to battle the dishonest customer, and they will likely punish you if you choose to battle the customer.  Your conflict is really with eBay and the faulty Money Back Guarantee program.  It is faulty because it provides limited protection against (and in many ways it enables) fraud, theft, and dishonesty. 
• Thus, it is rarely a good course of action to escalate a MBG case - particularly if you have a return policy of any sort.  You will end up losing the item, losing eBay and PayPal fees, losing money from the buyer (both item cost and shipping), and (to add injury to insult) you get punished by eBay with a seller defect.
• What can you do?  POLITELY interact with the customer to better understand their concerns, and to see if their action is justified ... sometimes it is.  Also, they might admit that their real reason for returning the item is simply remorse (doesn't fit, doesn't want, etc.).  An experienced theif knows to not respond to your communications.
• If you do not get a response from a buyer admitting that they are defrauding the MBG to get free return shipping, then you have no evidence that eBay will accept in a case.  In "your-word-against-their-word" situations, eBay will decide in the buyer's favor 100% of the time ... it doesn't matter how long you've been on eBay, how many sales you have done, or how steller your honest reputation.
• Report the buyer as abusing the MBG program.  Go into your closed returns and you should see a report option with the return.
• Appeal the decision.  There is a chance that eBay could give you a "courtesy" refund based on your sales levels.

[brianzx7]

Ugg, this just happened to me. My buyer broke my item and said I sent it to them defective. They opened a case and of course settled in their favor. **bleep** me off that they don’t even try to see the situation from the seller side. I have been on eBay for 22years, but I think it is time to part ways. 

[terrycece62]

Sorry from me too,

I sold until spring of 2017 so I feel your pain.
eBay needs new management 4 sellers sake especially no question

[stuff4divas]

Assuming the buyer opened a Return Request, they have up to a certain date to return the item.

Sellers have certain criteria to meet once the Return Request is opened, read on this link>

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st=2&pos=2&query=Return%...

Did you wait until the next day after the last return date b4 you escalated?

Did ebay refund thru their account or your account?

Lastly, appeal if they used your funds for the refund.

[kh-stanley1]

Hello Everyone,

Due to the age of the thread, it has been closed to further replies.  Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thanks for understanding!