I have been selling on eBay for 17 years and specialize in used auto parts, mainly control modules and engine computers. Lately, I have had 2 buyers claim the computers they received were defective. Since I offer a 30-day warranty, I had no choice but to accept the returns. In the first case, the computer was returned to me clearly not in the same condition when I sent it. Since being burned years ago by a fraudulent return and having no way to prove it (in which case the buyer disassembled the computer, swapping the circuit board, returning it to me with his old circuit board inside) I began attaching tamperproof decals to items before shipping. These decals are serialized and say "Warranty void if removed". They are attached in a way that the item cannot be disassembled without destroying the decal. When the decal is removed, the word "VOID" is left behind, in multiple places. In a recent case, the correct item was returned to me, but with decals were missing and "VOID" was clearly visible in many places. I wrote to the buyer asking why thet removed the decals and they did not respond. I then contacted eBay by phone and was basically told that since eBay did not physically handle the item before or after the purchase, they have to decide in the buyer's favor, regardless of any proof I can provide showing that the item was tampered with. So, I had no choice but to give the buyer a refund and eat the cost of the item. eBay said there is nothing they can do to help me.
In the second case, a buyer clamied the computer was defective, so again I had no choice but to accept the return. Upon receipt of the package however, I discovered that this buyer sent me a different item; it was not the same item I sent to them. It is a different part number, with a different serial number. I sent proof of this to eBay, but they still decided in the buyer's favor, since the tracking number provided by the buyer proves that the package was delivered to me. So I called eBay, thinking they would surely back me up in this situation. Wrong!! After the eBay representative admitted that my photos show the buyer commited fraud by returning a different item, he said eBay's decision still stands and that I would just have to accept this as a business loss. After holding forever to speak to a supervisor I again explained the situation. The supervisor reluctantly agreed to issue "a one-time courtesy refund" to me in this case. While I am grateful for that, I do not understand why Bay does not back up sellers when a fraudulent return is made. I asked the representative what I could do to prevent this from happening again, and was only told that this buyer is being reported for submitted a fraudulent return. That is wonderful, but it does nothing to prevent a reoccurence with a different buyer.
From what I gather, a buyer could purchase an item, claim it is defective, request a return, provide a tracking number to eBay, and ship the package back to the seller. The package does not have to contain the correct item, however. The buyer could send me a box of rocks in the package, but as long as eBay shows a package was delivered, I have no choice but to give the buyer a refund.
What do other sellers do to prevent being burned by fraudulent returns and by eBay's lack of help?
