Should I accept this return?

[clwking]

I had a buyer purchase a snorkel mask for $50 including expedited shipping.  I had only used the mask once and I feel my description was very accurate.  The buyer messaged me that he needed it no later than 11/5 becasue he was leaving town.  I made sure he received it timely (on 11/2).  Now, on 11/22, he started a return request claiming that the mask is very smelly.  I know the mask did not smell, other than smelling like the plastic/sillicone it is made of.  I am thinking he used it on vacation and now wants to return it.  I messaged him and asked why he delayed in letting me know there was a problem.  I do not offer returns, have 100% positive feedback, and I don't believe I should accept this return.  Do you think I should offer a return?  Thank you.

[Anonymous]

No eBay has said in the past they don't cover smells as a reason to return I would call eBay and get it closed if I was you 

[phcd1]

It sounds like they opened a SNAD return, correct? If so, you're going to have to put some effort into this return. Even though eBay has posted in the past that they don't cover "smells" (unless clearly stated that a certain smell is not present when it really is), this does not prevent the buyer from opening a SNAD claim. 

The first question I would have is do you have the option to decline the return? If so, they opened a buyers remorse return and by all means, decline it. If you don't see that as an option, then were talking SNAD and you will need to get on the phone with eBay and have them close the return in your favor. Make sure they understand that the complaint is a smell and smell is not covered by the MBG. Repeat this until someone closes the case in your favor. Do NOT let the case timeout! 

Remember:

1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

[clwking]

Thanks - I called Ebay and I can't close it yet.  I have to call back in a few days.  Meanwhile, the buyer is  now claiming it was unsanitary (it absoultely was NOT).  I have asked the buyer for more details on the "smell" and why he waited 20 days to contact me.  Will see how it goes but I know it did not smell.

[phcd1]

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@clwking wrote:

Thanks - I called Ebay and I can't close it yet.  I have to call back in a few days.  Meanwhile, the buyer is  now claiming it was unsanitary (it absoultely was NOT).  I have asked the buyer for more details on the "smell" and why he waited 20 days to contact me.  Will see how it goes but I know it did not smell.

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They can close it, you have the wrong Peggy. Call back and try again. You may have to do that 5,7, 10 times before you find the right person that knows eBay policy. I would try 1st thing Monday AM PST and try to get a US rep. You have to play part detective and part lawyer. There is not much detective work on this case as smell is not covered by the eBay MBG, so you have to focus on the lawyer portion. Ask them WHY they can't close the case, its not a valid MBG case (get them to agree to that).