Forced to accept a return and funds frozen

[neulen09]

A customer purchased a sleep number remote from me, then over two weeks later started a return request because the remote was the wrong model for his particular bed. He checked the "doesn't work or defective" box in the request, so ebay froze the funds from the sale on paypal. I thought that since I stayed no returns accepted, the buyer's admitted reason for return was stated (basicly, buyer's remorse), and ebay own policies, I could quickly have it resolved. HA! I was told by two different reps that I HAD to accept the return AND pay shipping and fees because the item is "broken." Is this even legal?

[dtexley3 · Accepted solution]

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@neulen09 wrote:

A customer purchased a sleep number remote from me, then over two weeks later started a return request because the remote was the wrong model for his particular bed. He checked the "doesn't work or defective" box in the request, so ebay froze the funds from the sale on paypal. I thought that since I stayed no returns accepted, the buyer's admitted reason for return was stated (basicly, buyer's remorse), and ebay own policies, I could quickly have it resolved. HA! I was told by two different reps that I HAD to accept the return AND pay shipping and fees because the item is "broken." Is this even legal?

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The buyer has opened a return request as "Not as Described"  eBay doesn't care about the real reason, your ONLY choice at this point is to accept the return and pay for the return shipping.  It's nearly impossible to get eBay to change a SNAD return into a remose return these days.\

Remember, "no returns" does not mean "no refunds" on eBay.  If you don't accept the return and authorize the return label the buyer keeps your money and the item.

[myboardid]

Agreed with dtexley - you cannot get this changed.  A buyer's claim of Not As described is gospel - eBay always, always, always takes the buyer's side.  Truth is irrelevant.  Pay for the return, refund when the package comes, even if the box has trash or nothing in it.  Or just refund without getting the item back at all.  Those are your only options. 

[Anonymous]

If you have a message from him stating it's not the right one for his bed...I would at least try and get a US rep to look at it.  You have essentially written proof it's remorse.

[neulen09]

"No returns doesn't mean No Refunds". Yes, yes it does. So, what you're saying is, I don't have to accept a return I just HAVE to give a buyer back all their money for the purchase, shipping, whatever; just let them keep my stuff for free. Playing games with Semantics is all that is. EBay keeps jumping from the frying pan into the fire with sellers. It's the sellers product, not ebays, and it's the seller that pays ebay, not the buyer. There are too many other platforms to sell from that only charges half of what ebay/paypal do at most. It's time I looked into a few.

[neulen09]

I did, twice. They told me it did not matter what he wrote, he checked the box.

[daw365]

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@neulen09 wrote:

"No returns doesn't mean No Refunds". Yes, yes it does. So, what you're saying is, I don't have to accept a return I just HAVE to give a buyer back all their money for the purchase, shipping, whatever; just let them keep my stuff for free. Playing games with Semantics is all that is. EBay keeps jumping from the frying pan into the fire with sellers.

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Here's semantics for you: No returns means you don't want it back, whatever the outcome. eBay knew what it was getting into. No fire involved, it's fully-engulfed.

[neulen09]

He checked the "doesn't work or defective" box. Slanderous! I don't think the buyer was out to defraud me, just ebay.

[neulen09]

Update: decided to offer a partial refund, which was all his money back minus what it cost me for a return label and my PayPal fee because I didn't want to lose the remote. It was instantly changed to a full refund by ebay, so I just sent the buyer a label and am hoping to get my property returned. Thanks for everyone for the  confirmation that it wasn't just me. Not a happy camper with ebay, though.