No returns policy also stated explicitly in the description, all sales are final. Buyer wants refund

[mps.collectibles]

I sold a collectible for a very large amount and I do not except returns. It's also listed in the description, due to the nature of collecting, all sales are final. Buyer was excited for the collectible and said he was sending it to get it graded. Almost 2 weeks later I get an email saying, his son stole his credit card and wants a refund. I do not believe him and want to deny the refund. Since I do not accept refunds and called out "due to the nature of collecting, all sales are final" in my description, do I have to accept the refund? 

[vintagecraze50]

You do not know if you have a legitimate unauthorized charge at this point and probable never will know. You could have a chargeback scammer. Tell them to return for refund now. Let them open the return case and accept the return.

[vintagecraze50]

Send them a free label with a tracking number that must be entered into the ebay database. I have read stories on here where scammers use their own label and send nothing back in the box to a different address. Protect yourself.

[mps.collectibles]

Before I make a decision on the return, what if I ask him to confirm with photos that the item is as described in the comments of the return case.... that way I have written proof it is as described... then I deny the return request for ordering by mistake... that should eliminate the “item not as described” path he could take, right?

[vintagecraze50]

If this person is telling you his son used his credit card fraudulently, then whether this is a as described or not as described means nothing here. 

[hurryagain]

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@mps.collectibles wrote:

Before I make a decision on the return, what if I ask him to confirm with photos that the item is as described in the comments of the return case.... that way I have written proof it is as described... then I deny the return request for ordering by mistake... that should eliminate the “item not as described” path he could take, right?

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@mps.collectibles 

Unfortunately no.  As far as eBay is concerned, you could have taken those photos then put something else in the box/package and sent a completely different item.

INAD cases are almost always a sure fire lose case for a seller.  We have seen sellers try to get out from under an INAD case with almost no good results ever...the only exceptions are when a buyer does something exceedingly stupid and obvious which is rare.

Also, as others here have mentioned...he could go to his CC company and do an unauthorized charge complaint in regards to his son using the card (which again could be a lie...we will never know). 

What he will have is evidence to his CC company that he tried to resolve the situation with you unsuccessfully so he now has no choice but to do a charge back with the CC company.  The CC company is going to take his side b/c he tried in good faith to resolve the problem without their help at first...he's going to look like an angel to them.

These are the sucky risks that all of us sellers take in regards to selling online.

Again, I just want you to be aware of what could happen if you do not accept his return which as it stands right now - he has to pay for.

Please be pleasant in you correspondence with him so that you do not stir up a hornet's nest with him.  We want him to play ball with you.  We do not want him as an enemy...that will not work for you or your wallet.

[vintagecraze50]

“Ordered by mistake”, meaning son used his card fraudulently.

[hurryagain]

@mps.collectibles 

I read your last comment wrong.  I would be surprised if your buyer would send you such pics b/c he would probably be wondering why you want pics?  You already know what you sent to him and this could be a trap. 

BUT let's say he does the pic thing, then my last comment does stand in regards to him filing a complaint with his CC company.

"Also, as others here have mentioned...he could go to his CC company and do an unauthorized charge complaint in regards to his son using the card (which again could be a lie...we will never know).

What he will have is evidence to his CC company that he tried to resolve the situation with you unsuccessfully so he now has no choice but to do a charge back with the CC company. The CC company is going to take his side b/c he tried in good faith to resolve the problem without their help at first...he's going to look like an angel to them.

These are the sucky risks that all of us sellers take in regards to selling online.

Again, I just want you to be aware of what could happen if you do not accept his return which as it stands right now - he has to pay for.

Please be pleasant in you correspondence with him so that you do not stir up a hornet's nest with him. We want him to play ball with you. We do not want him as an enemy...that will not work for you or your wallet."

[mps.collectibles]

He actually just replied back that the item is still in described condition. He also sent photos. I checked this guy’s feedback and he has terrible feedback. He also has made collectible purchases like this before... so I don’t know how he can get away with “my son ordered by mistake.” I had eBay call me and they said I can deny his request and he would not be able to ask for a refund again. They also said if he goes through his credit card company, eBay would defend me since I have seller protection.

[tdumonde2014]

What sort of "Seller Protection" did they say you have?

[hurryagain]

@mps.collectibles 

Okay.  It looks like you have made up your mind as to how you would like to proceed.  I am happy to hear that eBay says they will back you up.  I hope that eBay does as that CS rep says they will because as it sound from his FB...he may very well attempt to do the charge back thing.

I hope it all goes well for you...I would sure love to hear a buyer like this get stuffed in his own game!

Remember to put this lovely "buyer" on your blocked buyer's list so that he cannot purchase anything else from you.  I would also keep a screenshot of his name & address on file so that if he tries to purchase from you again under a different user name/ID you can cancel the sale under "problem with buyer's address" and not get penalized because any future attempts on his part in buying from you when you blocked him is against eBay's policy.

Good luck!

[vintagecraze50]

I had an unauthorized charge several months ago. The credit card company obliged to refund the buyer.  That IS what they usually and ALMOST ALWAYS do in this situations. However, I got lucky on that one becuase Ebay reimbursed me back my money. They can do this but it is not always a quarentee of that. I hope whatever happens you are not scammed.

[mtgraves7984]

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@mps.collectibles wrote:

He actually just replied back that the item is still in described condition. He also sent photos. I checked this guy’s feedback and he has terrible feedback. He also has made collectible purchases like this before... so I don’t know how he can get away with “my son ordered by mistake.” I had eBay call me and they said I can deny his request and he would not be able to ask for a refund again. They also said if he goes through his credit card company, eBay would defend me since I have seller protection.

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@mps.collectibles 

What eBay didn't tell you was that the buyer still has a chance to open cases on Paypal and with his/her CC. For CC chargebacks... you pay an extra $20 if you lose.

[48hrs-clothing]

I fully understand your frustration  but sadly consumer protection and distance selling law takes precedence.

These laws give buyers the right to return items they purchased and get a refund.

Your buyer may or may not be telling the truth because if he had given his son the pin code , security answers ( All details required to make any purchase)  then morally he should not be claiming that purchase was not authorised by him.  sadly he is not taking responsibility.

As stated distance selling and consumer protection laws require that you accept the return requested within 30 days of items being delivered.

If he is asking to return after 30 days (eBay return period expired) then you can deny the request on eBay but your buyer can still file a case with his credit card issuer/ Bank ( Charge Back)  and Financial services act requires you to accept this request, Your buyer will be required to return the items using a tracked and or signed service that records delivery and you either issue a refund then or case will close in favour of your buyer and a full refund will be issued and your account will be debited.( Copy of label or proof of posting is sufficient evidence).

Contracts are required to be legal and any one not accepting returns and stating this on listings does not supersede Consumer protection, distance selling or financial services Laws.

None of these laws were made by eBay and like every one else eBay are required ti implement these laws on their platform.

I am sorry but best outcome for you is that you get your items back and can resell to another buyer.

Good luck and stay safe.

[jahood1984]

No returns is code for I take 30 day returns, shouldn't even be an option really.

[mtgraves7984]

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@jahood1984 wrote:

No returns is code for I take 30 day returns, shouldn't even be an option really.

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Worse yet, 'No Returns' is code for "I don't ever want to see my item again."