Buyer wants to return "for parts/not working" item because they "just didn't like it"

[paulie925]

I listed a graphics card for parts/not working. I took pictures of everything and even said in the description that it is not working. The buyer opened a return request stating that I did not mention that a component on the card was fried and that they can't repair it because of this reason. He then took a photo of the fried component which was also displayed in my listings photos. I did not know what was wrong with the card, all I know was that it did not work and I listed as parts for someone to use. Is it my fault I did not say what was specifically wrong with it? Am I now forced to return this?

[annasunicorns]

Short version: yes, he can force you to accept a return. I would pay the return shipping and call it cost of doing business.

Long version: if he files a not as described return, 2 things happen. 1. he gets a refund and you pay return shipping 2. You get a snad report on your account which can lead to higher final value fees.

A buyer can change the case type from anything to SNAD after filing: but if they file snad, no one can change it.

Therefore, my plan with these types of people is as follows. Tell him you will accept the return, and ask him to file a return for the reason "i changed my mind". Make sure to tell him that a. You will accept it and you will pay shipping back and b. He can change the reason later should you fail to follow through. Then when he files, accept the return, pay for the label, and relist it later. Add him to your blocked buyers list when its over. This method is really frusterating in that an even perfect listing can end up costing me money and wasting time.
However, its still superior to getting defects and higher fees AND having to waste time fighting only to lose because of the policy updates.

All my sympathies.

[leadgard9]

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@paulie925 wrote:

I listed a graphics card for parts/not working. I took pictures of everything and even said in the description that it is not working. The buyer opened a return request stating that I did not mention that a component on the card was fried and that they can't repair it because of this reason. He then took a photo of the fried component which was also displayed in my listings photos. I did not know what was wrong with the card, all I know was that it did not work and I listed as parts for someone to use. Is it my fault I did not say what was specifically wrong with it? Am I now forced to return this?

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Talk to him. Explain it. Show them the damage that you had in your pictures on your listing. Explain that you specifically listed it as for parts, which means it might or might not work. Sometimes they will agree to close it.

[mam98031]

Since you have  no return policy, the ONLY type of return request you can deny is if they file a Buyer's Remorse request.  That you can say no to if you want.

But if they file a SNAD request, even if they state something obvious in your listing.  You really don't have a choice, you will have to honor the return request and pay for the return shipping.  I know that isn't what you want to hear.  But your No return policy really doesn't protect you from much.

[atikovi]

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@annasunicorns wrote:
 Tell him you will accept the return, and ask him to file a return for the reason "i changed my mind". Make sure to tell him that a. You will accept it and you will pay shipping back and b. He can change the reason later should you fail to follow through. Then when he files, accept the return, pay for the label, and relist it later. 

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Plain bad advice. Item listed for parts/not working. The buyer opens a return request stating that he did not mention that a component on the card was fried and that they can't repair it because of this reason. Item sold for parts. Nowhere does OP say it's repairable. Get an Ebay CSR in the USA and the case will be closed in OP's favor. Too many people here roll over for fear of perceived defects and other nonsense.

[orangehound]

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@paulie925 wrote:

I listed a graphics card for parts/not working. I took pictures of everything and even said in the description that it is not working. The buyer opened a return request stating that I did not mention that a component on the card was fried and that they can't repair it because of this reason. He then took a photo of the fried component which was also displayed in my listings photos. I did not know what was wrong with the card, all I know was that it did not work and I listed as parts for someone to use. Is it my fault I did not say what was specifically wrong with it? Am I now forced to return this?

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I can't see your sold listing, so it is hard for me to really assess if the buyer has a legitimate claim ... so what I'm about to say is assuming:

1. It was genuinely listed with an eBay condition of "For Parts or not Working" and not "used"
2. You have a no returns policy like I see in other listings of yours.
3. You have nothing in your listing that would lead a buyer to believe that the board functions.

These are one of the few cases where I see eBay actually siding with the seller.  That is, you delivered exactly what you stated and in the condition stated.  You do not need to identify any specific problem in your listing.

But, this is resolved via escalating the case, which always has a risk of it being closed in the buyer's favor (and you would get punished).  So, you need to keep that in mind if you want to escalate this.

Should you want to escalate, just call eBay customer service and see if they will look at the situation.  Specifically ask the CSR if this looks like a situation that you would win, and that you would ONLY want it escalated and closed if you were going to win the case.  If so, get it escalated and closed in your favor.

[mam98031]

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@atikovi wrote:

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@annasunicorns wrote:
 Tell him you will accept the return, and ask him to file a return for the reason "i changed my mind". Make sure to tell him that a. You will accept it and you will pay shipping back and b. He can change the reason later should you fail to follow through. Then when he files, accept the return, pay for the label, and relist it later. 

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Plain bad advice. Item listed for parts/not working. The buyer opens a return request stating that he did not mention that a component on the card was fried and that they can't repair it because of this reason. Item sold for parts. Nowhere does OP say it's repairable. Get an Ebay CSR in the USA and the case will be closed in OP's favor. Too many people here roll over for fear of perceived defects and other nonsense.

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The other poster's information was not "bad advice".  Ebay is not doing what you suggest much anymore.  Ebay is on a real push for sellers to take back a return for any reason a buyer may state whether it is right or wrong.  They have been pushing this for the past few months and are pretty insistant about it.  If a buyer files a SNAD, even if they file it for false reasons [like it should be a buyer's remorse request], Ebay want the seller to process and accept the return or refund with no return.  Seller's choice.

[atikovi]

You can't generalize on all listings. OP listed "For parts, not working" which is totally different than just used items. If you are the type of seller that just rolls over, that's up to you. Ebay will generally rule for the seller in may of these cases. It's only because the sellers that lose cases and post here about them, does it seem like they all lose. Sellers that win cases rarely complain about it and post here.

[leadgard9]

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@atikovi wrote:

You can't generalize on all listings. OP listed "For parts, not working" which is totally different than just used items. If you are the type of seller that just rolls over, that's up to you. Ebay will generally rule for the seller in may of these cases. It's only because the sellers that lose cases and post here about them, does it seem like they all lose. Sellers that win cases rarely complain about it and post here.

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Please stop sayign this. Ebay WILL NOT generally rule for the seller in many of these cases, if EVER.  I've literally called in dozens of times. They will never close a snad case because it's not a real snad. They have said this countless times now. Please stop giving out completely false information. Has nothing to do with rolling over. Ebay, I repeat, DOES NOT closs SNAD cases. At best, they will allow you to not pay the shipping. But if a buyer opens a snad, the reason he says DOES NOT matter. Period. End of discussion. These are the new ebay return policies.  The only way to win a return case, is if it's a buyers remorse return, that was opened as a buyers remorse return, and you don't take returns. And you might still get a negative for that for your trouble.

[leadgard9]

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@atikovi wrote:

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@annasunicorns wrote:
 Tell him you will accept the return, and ask him to file a return for the reason "i changed my mind". Make sure to tell him that a. You will accept it and you will pay shipping back and b. He can change the reason later should you fail to follow through. Then when he files, accept the return, pay for the label, and relist it later. 

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Plain bad advice. Item listed for parts/not working. The buyer opens a return request stating that he did not mention that a component on the card was fried and that they can't repair it because of this reason. Item sold for parts. Nowhere does OP say it's repairable. Get an Ebay CSR in the USA and the case will be closed in OP's favor. Too many people here roll over for fear of perceived defects and other nonsense.

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It's not like you are a new seller. You should know this isn't the case. Your advice is plain bad. Have you not had to deal with any false snads most of this year? When was the last time you won one of these SNAD returns?

[mam98031]

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@atikovi wrote:

You can't generalize on all listings. OP listed "For parts, not working" which is totally different than just used items. If you are the type of seller that just rolls over, that's up to you. Ebay will generally rule for the seller in may of these cases. It's only because the sellers that lose cases and post here about them, does it seem like they all lose. Sellers that win cases rarely complain about it and post here.

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Sure I can, Ebay does and Ebay has announced it.  Certainly there is the RARE occasion that a seller may be able to battle this successfully.  But it is NOT the usual outcome and to suggest that it is will be to cause some sellers harm if they follow your advice.  

You have no idea what type of seller I am, you are making an assumption on a subject that you have no knowledge of.  

Starting October or so of last year, Ebay is pretty much gone to a no fault return system.  A buyer can file a SNAD for any reason they want to, even a false reason.  Ebay expects the seller to process that return and allow the buyer to return the item for refund.  PERIOD.  

Come on over to the Weekly Chat sometime.  It has been under discussion there many time.  But pop in next Wednesday and present this to them.  Let them advise you and maybe you will gain a better understanding of the current culture of Ebay's viewpoint on this matter.  You are still operating under what use to be on Ebay, not the current Ebay.

[southern*sweet*tea]

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@atikovi wrote:

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@annasunicorns wrote:
 Tell him you will accept the return, and ask him to file a return for the reason "i changed my mind". Make sure to tell him that a. You will accept it and you will pay shipping back and b. He can change the reason later should you fail to follow through. Then when he files, accept the return, pay for the label, and relist it later. 

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Plain bad advice. Item listed for parts/not working. The buyer opens a return request stating that he did not mention that a component on the card was fried and that they can't repair it because of this reason. Item sold for parts. Nowhere does OP say it's repairable. Get an Ebay CSR in the USA and the case will be closed in OP's favor. Too many people here roll over for fear of perceived defects and other nonsense.

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From my understanding, Ebay will no longer change case reasons. You have to accept the return, pay the return shipping, get the item back and refund. After all that, you can appeal the decision and maybe get your return shipping refunded.

[atikovi]

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@mam98031 wrote:

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  Certainly there is the RARE occasion that a seller may be able to battle this successfully.  But it is NOT the usual outcome and to suggest that it is will be to cause some sellers harm if they follow your advice.  

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Do you have anything to back this up that it's RARE to win a case with a "parts only" item? It might be rare becase those that win don't post about it here. Only those that lose, post. And what percent of Ebay sellers actually post in these forums in the first place? 

[leadgard9]

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@atikovi wrote:

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@mam98031 wrote:

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  Certainly there is the RARE occasion that a seller may be able to battle this successfully.  But it is NOT the usual outcome and to suggest that it is will be to cause some sellers harm if they follow your advice.  

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Do you have anything to back this up that it's RARE to win a case with a "parts only" item? It might be rare becase those that win don't post about it here. Only those that lose, post. And what percent of Ebay sellers actually post in these forums in the first place? 

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It's not only rare, it's just about unheard of. You have to get just that one special rep, that does it for you, against policy, for whatever reason. The policy is clear as day. NO CHANGES TO SNAD RETURNS. Period.  Stop spreading misinformation. It is not right, and you are going to get sellers accounts in trouble, by having them eslacate to ebay and lose. There IS NO feature for ebay to be able to close out a SNAD return because it's buyers remorse. THe buyer can literally say " I am scamming you", and ebay will not close the case. Period. Do YOU have anything to back up the claim that you can win this? When is the last time YOU won one and what were the circumstances.

[atikovi]

Someone posted here just a week or two ago about winning. When I have some time I'll have to search for it and post it.