I had a buyer purchase a item asis for parts then open a case it didn't match the description falsely after they tried to ask me how to fix it and said they couldn't get it to work when it was sold ASIS. The only difference from the photo was I added a security label before shipping. I asked the buyer for a image of the part with the security label and if it was modified. They said no in case but earlier said they had worked on it in ebay messages. Buyer stated they would send a picture but never did and I waited to see the image, but they opened the case instead a few minutes after they were allowed to. They instantly won and I had no option to appeal it as the phone was closed and there was no option to appeal until the item was delivered back. I didn't get the option to provide a label either. The buyer shipped back the item with missing screws and also in a box too small (9inches wide) with none of the original layers of bubble wrap. The original box was a medium flat rate which is almost 12 inches wide for reference and it was damaged when shipped back as the item was put in at a angle because it couldn't fit flat. EBay help through email is useless stated the following when I provided a video of the opening of the box.
After reviewing this case, we decided to keep the original outcome. We understand that you received your item in a different condition from when you shipped it. Unfortunately, we weren't able to grant your appeal because we couldn't determine that this was caused by the buyer, or that this was something in the buyer's control.
You won't receive a refund for this case.
I have reviewed the case and see that the buyer returned the item not in the same condition with missing screws. This is a really concerning matter especially when you have done all the right thing in this case. Allow me to explain our case decision.
I'm sorry to hear that this transaction has not gone well for you. I want to first and foremost thank you for using eBay as your buying and selling platform. Although I'm sure this transaction has not been your best, I want to make sure you know that we appreciate your loyalty throughout the years.
I know it can be very unsatisfying experience when you receive a return and the condition of that item is not the same as when you sent it out.
Regrettably we are not able to see the actual condition of the item when it was delivered to the buyer or when it was returned back to you. Kindly understand that we can no longer cover the refund for this transaction because the package has been returned and we can’t reverse our decision without definitive proof that the buyer caused the issue.
Also, the actual item condition may be compromised depending on how it was packed or how it was handled by the shipping carrier.
On your future transaction, the best way to avoid issues with buyers who falsely claim that an item was not as described is to offer free returns. This will be a great way to increase your sales, and sellers who use free returns have access to free return protections. In addition, when you offer free returns you can issue a less than full refund if an item is returned damaged or missing pieces.
This is ridiculous. The new appeal form doesn't allow for any images to be uploaded when it originally states provide proof. You can't speak to someone now for weeks and I requested in my appeal email to not go forward until someone could call me back from eBay. How can eBay ignore obvious damage due to a lack of packing materials and too small of a box. It goes both ways if they don't believe my listing pictures how can a seller believe a buyer without requiring a image in order to escalate a case.
