No return policy causing problems.

[sumobidder]

In the past several months I have had 2 incidents where I shipped an item in perfect condition and the buyer claimed the item was damaged or had a serious flaw.  In both instances, I had a no return policy on the item.  I'm wondering if some people are purposely damaging items in order to justify a refund or return.   Anyone else having this problem?

[emerald_door]

I had this problem with an item that I had listed with a return policy.  The buyer didn't want to pay for return shipping, so she broke it and returned it as NAD.  I looked through the feedback she had left and found three times that she had claimed damage on similar items.  I contacted those sellers and learned that she had done the same thing to them.  

A return policy might help to prevent some buyers from doing this, but this was a large, heavy package, so the shipping cost was over $12.  

[ittybitnot]

In both instances, I had a no return policy on the item. 

If a buyer makes a claim that there is something wrong with the item, your "no return" policy is void. 

You either have to pay for the shipping label to get it back, or refund the buyer and let them keep the item for free.  Buyers are not required to be truthful in order for this to work.  As suggested,  even it you had a "buyer pays return shipping" policy, they may claim not as described to avoid having to pay return shipping.  eBay allows this, and you have no recourse.  If you ask ebay for "help" it will not be of any help to you.  The buyer is always right. 

It doesn't matter much what the buyer sends back.  It could be your item in original condition, it could be broken, it could be substituted with something else.  Even an empty box with delivery confirmation will suffice. 

[orangehound]

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@sumobidder wrote:

I'm wondering if some people are purposely damaging items in order to justify a refund or return.   Anyone else having this problem?

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They might damage the product, but more typically they simply lie / exaggerate in order to activate the Money Back Guarantee and circumvent your no return policy.

If the buyer is lying (that is, you get the item back in the exact condition it was sent out), then you can report the buyer as abusing the Money Back Guarantee ... you still have to refund their money, but at least the buyer is on eBay's radar to remove their return privileges if they are found to regularly abuse the MBG.

Personally, I think a 30-day return policy is more reasonable for most on-line sales.  Studies have shown that it will increase your sales volume, and also the buyer is more likely to pay for return shipping if they don't want the item.

[mtgraves7984]

If you drop the 'No Return' policy, it'll lessen your aggravation. It's not worth the energy to type, much less enforce.

[iraqivet2005]

For the future, take a lot of detailed photos on the products you sell.  Just in case you have this happen to you again.  I feel bad for you!  Unfortunately there are a lot of people out there will do this type of stuff.  Having these detailed pictures as evidence will help you in any claims against you.  Hope you don't have to come across this again.  Have a great day!

[7606dennis]

In cases of items not arriving as described, ie: damaged during shipping, your no returns policy is trumped by eBay's MBG.  Your NO RETURNS policy only applies to remorse returns.  If the buyer were out because of your no return policy when an item didn't arrive as you advertised it to be, the buyer could legally seek legal remedy based on consumer laws against fraud, namely false advertising.

[7606dennis]

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@mtgraves7984 wrote:

If you drop the 'No Return' policy, it'll lessen your aggravation. It's not worth the energy to type, much less enforce.

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Actually, I disagree.  However, it is not usually effective against buyers of low integrity that claim not as described when the real reason is one of buyer's remorse.