Buyer wants to return as defective, but it's not

[flreuse]

I sold a buyer some electronic equipment as new. They wish to return it with the reason that "it does not work with <their> equipment." I specifically stated in the listing to make sure the item was compatible with their equipment. They selected "defective" from the list of options for a return, but it's not defective. To be fair, there's no other option they really could have selected for this issue I don't think.

I stated in the listing that the buyer is to pay return shipping if an item is found not to be defective upon return, but I'm unsure as to how to accomplish this with eBay and\or PayPal when there are no options like that since the buyer chose "defective."

Does anybody have any advice for when a return like this happens? Since I will be dealing with electronics, I figure this will be a rather common occurence. And an expensive one at that if I always allow "seller pays return shipping" when it isn't actually defective. Thank you all in advance!

Jason

[missjen831 · Accepted solution]

Your buyer requested an SNAD return so your return policy does not apply. The MBG is what eBay applies to this situation and it requires you to pay for return shipping. Since you accept returns there is really no way to fight this. You have to accept the return and then pay for return shipping 

[flreuse]

Thanks for the quick response, jen_proudleowife!

I was afraid that would be the case. Paying for original and return shipping still hurts really bad though. Thanks!

Jason

[phcd1]

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@flreuse wrote:

I sold a buyer some electronic equipment as new. They wish to return it with the reason that "it does not work with <their> equipment." I specifically stated in the listing to make sure the item was compatible with their equipment. They selected "defective" from the list of options for a return, but it's not defective. To be fair, there's no other option they really could have selected for this issue I don't think.

I stated in the listing that the buyer is to pay return shipping if an item is found not to be defective upon return, but I'm unsure as to how to accomplish this with eBay and\or PayPal when there are no options like that since the buyer chose "defective."

Does anybody have any advice for when a return like this happens? Since I will be dealing with electronics, I figure this will be a rather common occurence. And an expensive one at that if I always allow "seller pays return shipping" when it isn't actually defective. Thank you all in advance!

Jason

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There ARE other options, your buyer didn't want to pay return shipping. You have a SNAD return, I suggest you call eBay and try to get it closed in your favor. You only have 3 business days to do this. It might take 2,3,10 call, keep trying. Use you eBay messages that indicate its NOT defective, but rather does not work for their application. Good Luck.

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

Don't listen to bad advice about calling eBay and escalating the case. That suicide.

[missjen831]

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@phcd1 wrote:

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@flreuse wrote:

I sold a buyer some electronic equipment as new. They wish to return it with the reason that "it does not work with <their> equipment." I specifically stated in the listing to make sure the item was compatible with their equipment. They selected "defective" from the list of options for a return, but it's not defective. To be fair, there's no other option they really could have selected for this issue I don't think.

I stated in the listing that the buyer is to pay return shipping if an item is found not to be defective upon return, but I'm unsure as to how to accomplish this with eBay and\or PayPal when there are no options like that since the buyer chose "defective."

Does anybody have any advice for when a return like this happens? Since I will be dealing with electronics, I figure this will be a rather common occurence. And an expensive one at that if I always allow "seller pays return shipping" when it isn't actually defective. Thank you all in advance!

Jason

---

There ARE other options, your buyer didn't want to pay return shipping. You have a SNAD return, I suggest you call eBay and try to get it closed in your favor. You only have 3 business days to do this. It might take 2,3,10 call, keep trying. Use you eBay messages that indicate its NOT defective, but rather does not work for their application. Good Luck.

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

Don't listen to bad advice about calling eBay and escalating the case. That suicide.

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Doesn't this only work if the seller has a "no returns" policy? Since he accepts returns, he can't get the return closed in his favor.....he accepts returns.

[phcd1]

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@missjen831 wrote:

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@phcd1 wrote:

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@flreuse wrote:

I sold a buyer some electronic equipment as new. They wish to return it with the reason that "it does not work with <their> equipment." I specifically stated in the listing to make sure the item was compatible with their equipment. They selected "defective" from the list of options for a return, but it's not defective. To be fair, there's no other option they really could have selected for this issue I don't think.

I stated in the listing that the buyer is to pay return shipping if an item is found not to be defective upon return, but I'm unsure as to how to accomplish this with eBay and\or PayPal when there are no options like that since the buyer chose "defective."

Does anybody have any advice for when a return like this happens? Since I will be dealing with electronics, I figure this will be a rather common occurence. And an expensive one at that if I always allow "seller pays return shipping" when it isn't actually defective. Thank you all in advance!

Jason

---

There ARE other options, your buyer didn't want to pay return shipping. You have a SNAD return, I suggest you call eBay and try to get it closed in your favor. You only have 3 business days to do this. It might take 2,3,10 call, keep trying. Use you eBay messages that indicate its NOT defective, but rather does not work for their application. Good Luck.

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

Don't listen to bad advice about calling eBay and escalating the case. That suicide.

---

Doesn't this only work if the seller has a "no returns" policy? Since he accepts returns, he can't get the return closed in his favor.....he accepts returns.

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I didn't look. It does look the OP has a return policy. ANY return policy, eBay expects the seller to accept the return (and in this case pay return shipping). I suggest the OP either accept the return, pay return shipping and refund or just refund and let the buyer have the item. There is an option to offer a partial refund, it might be in the sellers interest to do that, however that is not binding and the buyer does not have to accept that offer but with a partial offer, that is considered at least trying to "resolve" the case and the seller should not be out the item and the money. Thanks Jen for noticing that.

[bweshoppe]

(1) Ebay seller protection is a lie.  Ebay always side with the buyers

(2) Option like "Return not accepted" is not an option.  Buyer will use "defective, not working" to return it anyway.

(3) Ebay appeal process is a lie too.  If returned item has been delivered they don't care what else you tell them.  Your appeal will be denied.

[vintagebargainsgalore]

Jason: What phcd1 just said is extremely valuable advice.

I had the same thing happen to me, more or less. Buyer bought a coat, left great FB & one CSR told me she left a 5 for Item As Described (which it was) but then she claimed it wasn't & wanted a refund. The dishonest ones learn how to game the system with eBay. Anyhow, in over 19 years altogether of selling on eBay, I have rarely ever had a return, so I was woefully ignorant of all the fine print. Now I have a case closed without seller resolution which doesn't really bother me since it's the first mark I've ever had against me. But I'm thankful to have had the people here to educate me & it's been a valuable learning experience. 

I had planned on opening a dispute or whatever once I got the coat back, providing pics etc to prove the buyer was lying & abusing the return policy. Then I discovered she damaged it by cutting the pockets straight across the bottom, too. But apparently since I wandered into the minefield of returns, clueless about all the awful things eBay can rain down on the heads of the unwary, now I can't do that. Heck, after what just happened, I'd be afraid they'd send someone to break my legs, shoot my dogs & burn my house down if I even tried to dispute the return again. lol I tried once & they closed in her favor which although I'm still not 100% clear on exactly what went down, was what I think caused all my problems as far as instantly yanking the refund out of my account and so on. So I'm leaving well enough alone. 

I'm going to just add this: Customer Service is a bad joke. I don't know how anybody ever gets anything resembling actual assistance from them. I sure haven't. 

[vintagebargainsgalore]

I offered a partial refund on the %$#@ coat. The buyer refused & the best I can figure out, that's when the **bleep** really hit the fan. lol