PLEASE HELP! Buyer requested return as "item not authentic" and is now damaged

[honestbrands]

We're a new seller and dealing with our very first return. Like Amazon's A-Z guarantee, eBay's Money Back Guarantee is designed to help buyers more than sellers.  They can twist the words in their favor to get full refund even if it's not warranted.  This is the case I have here. 

Buyer has not opened a Return Case yet, so we're trying to work it out. 

Buyer received item today 2/6 and claims that it's not authentic, which of course we disagree and assured her that it was. She sends pictures of the item - damaged - which we suspect that buyer damaged and wants to return for refund. We typically inspects the items before they're shipped, but fearful of "negative feedback" is forced to take her word for it that it arrived damaged. 

Our refund policy: 14 days, buyer pays return shipping (though we agreed to pay and sent return label), 20% restocking.  However, if she opens Return Case under the claim of "item not as described" are we doomed as sellers and must refund the entire amount including shipping? 

Ideally, we would like to withhold the Return Policy and deduct shipping + 20% restocking.  However, we anticipate that the buyer would not happy with that and may open a case. 

Doe anyone have a similar experience that can advise? 

Thanks so much!

[cvco]

I have plenty of experience and never had a case opened by a buyer in which ALL money was not returned. Sellers lose all.

But unless your buyer can show shipping damage, I would call ebay and ask what to do. Problem is that once the buyer opens the case its not likely you will get a favorable judgement.

Since you appear to be close to a case, my personal advice is to either refund fully now and block their account from future purchases,  or offer to send another one and ask they return the first one on their dime. Once ebay is involved they will both give a full refund and put a black strike on your account. Get a few of those and you can find yourself kicked out.

[tweetystwades]

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wrote:

I have plenty of experience and never had a case opened by a buyer in which ALL money was not returned. Sellers lose all.

But unless your buyer can show shipping damage, I would call ebay and ask what to do. Problem is that once the buyer opens the case its not likely you will get a favorable judgement.

Since you appear to be close to a case, my personal advice is to either refund fully now and block their account from future purchases,  or offer to send another one and ask they return the first one on their dime. Once ebay is involved they will both give a full refund and put a black strike on your account. Get a few of those and you can find yourself kicked out.

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Also, if they open case, you will not get that restocking fee. 

[duggmills]

Your 20% restocking  and shipping charge would drive many buyers either away or encourage some others to make claims.

Your not selling radioactive cancer fighting drugs with a shelf life measured in hours that have to be delivered by chartered jet. 

Have you ever paid any restocking fee for woman's clothing  in stores where you have shopped? Have any of your buyers been charged a restocking fee for their local shopping?

Scrub your restocking fee. It makes you look  a bit arrogant in the eyes of many.

I'd also suggest you not start your listings with "ships from LA", it maybe a distraction to some unless you really live on Rodeo Drive in Bev. Hills.

[creoleorchid]

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wrote:

I'd also suggest you not start your listings with "ships from LA", it maybe a distraction to some unless you really live on Rodeo Drive in Bev. Hills.

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Plus it’s likely to lower OP in search results. 

@honestbrands

What does the red 100 mean?

[49ersfanatic]

It’s ebay, you are probably sunk. As a 20 year seller here I am pretty sure I am done with them. As a seller you have no power. And worse, ebay finds every little way they can to increase the fees on you as a seller.

I gave three buyers there money back on a $3 item that got damaged in shipping and now my defect rate is unacceptable and I paid an extra 4% on last months sales, $140 or so. 

Ebay is not designed for small to medium sellers anymore. They don’t want us here. If you choos to stay, you will pay through the nose. 

[buyselljack2016]

@honestbrands

Your refund return restocking policy only applies to "remorse" returns.

eBay policies override all of that.

Buyer may be sending photos of "their" damaged item

Best thing you can do is to tell them to open a return case. A case does not hurt you unless you fail to respond/resolve.  Some will not open a case, or may not be allowed to based on past claims.   Buyer may be truthful, may not be.

There is nothing you can do to stop them if their intent is to scam you.  They can send back anything. You will have to refund. Then appeal, and or report the buyer for abusing eBay's MBG return policy if that is the case.

[missjen831]

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wrote:

I have plenty of experience and never had a case opened by a buyer in which ALL money was not returned. Sellers lose all.

But unless your buyer can show shipping damage, I would call ebay and ask what to do. Problem is that once the buyer opens the case its not likely you will get a favorable judgement.

Since you appear to be close to a case, my personal advice is to either refund fully now and block their account from future purchases,  or offer to send another one and ask they return the first one on their dime. Once ebay is involved they will both give a full refund and put a black strike on your account. Get a few of those and you can find yourself kicked out.

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It’s pointless to call eBay and ask what to do. A call center rep is the last person you should ask for advice and OP accepts returns. She should tell the buyer she’s sorry they are unhappy and to return it for a full refund and leave it at that. 

[bonjourami]

No buyer is required to 'show' the seller that the item is damaged.

[angelgirl327]

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wrote:

We're a new seller and dealing with our very first return. Like Amazon's A-Z guarantee, eBay's Money Back Guarantee is designed to help buyers more than sellers.  They can twist the words in their favor to get full refund even if it's not warranted.  This is the case I have here. 

Buyer has not opened a Return Case yet, so we're trying to work it out. 

Buyer received item today 2/6 and claims that it's not authentic, which of course we disagree and assured her that it was. She sends pictures of the item - damaged - which we suspect that buyer damaged and wants to return for refund. We typically inspects the items before they're shipped, but fearful of "negative feedback" is forced to take her word for it that it arrived damaged. 

Our refund policy: 14 days, buyer pays return shipping (though we agreed to pay and sent return label), 20% restocking.  However, if she opens Return Case under the claim of "item not as described" are we doomed as sellers and must refund the entire amount including shipping? 

Ideally, we would like to withhold the Return Policy and deduct shipping + 20% restocking.  However, we anticipate that the buyer would not happy with that and may open a case. 

Doe anyone have a similar experience that can advise? 

Thanks so much!

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Buyers claiming item is not authentic is constantly happening on ebay.   And as many fakes as are out there, it really is understandable.   Ignorance or scam, I don't know.   But to protect yourself you should have proof it's authentic and show that on the listing.   Just claiming it isn't won't protect you.

And unless you can prove it wasn't damaged, you can't do anything but accept the return graciously.   Items get damaged all the time - no matter how well you pack.  You'll drive yourself nuts on ebay if you don't bend easily.  You have no logical reason to not believe your buyer, IMO.  

You sent the return label and now it's up to the buyer to send it back.   And then refund completely when you get the item.   If there is a further problem, come back here and update.