Why does EBay automatically accept a buyers return request?

[heywwjd]

I sold 7 used puzzles and the buyer put in request to return one stating one piece was missing. My return policy is 14 days/buyer pays shipping.

Issue is the puzzle she put request in for she already left me a positive feedback stating puzzle was complete.

 I tried to appeal their decision with 3 phone conversations and was told someone would call me. Instead I received a message saying they sent buyer label and I would have to pay for it.

Where is the support for us sellers?

[bonjourami]

There is no seller support with a snad complaint, and feedback left doesnt matter.Your return policy doesnt matter either..you are responsible for return shipping.If your buyer had to ask Ebay to step in because you offered no resolution, you also got a major defect.

[heywwjd]

Because I have a 100% feedback score I did offer two options. I would give refund if she paid shipping or I would give her 50% refund and keep the puzzle. How do we know where the piece was lost after 3 weeks of her having it? Plus as I stated her request was for a different puzzle than the one she claimed was missing a piece. So what happens when she returns a different puzzle than the one she put a request in for?

[bonjourami]

You are a very experienced seller, you should know you cant win a snad case..and Im not being snarky...thats just a fact. why would the buyer be expected to pay return shipping on a snad item? Thats not going to happen.You sound like you are already expecting this buyer to be a scammer..and you have no way of knowing that. If you are a trs and had free returns, you could deduct up to fifty percent of the refund if you didnt get back what you sold. Unfortunately your return policy doesnt hold water.

[ehdolphy]

This is a bit confusing to me, bcause if you sold 7 puzzles and the buyer is returning 1, how would one determine how much to refund for the one.

It seams that you should have refunded the buyer for the one puzzle, instead of them returning it and you paying for shipping for it also.

The support for sellers is, we knowing the return policy. I always accept a return, unless I "know" the buyer is being dishonest. Always inspect everything properly and I don't sell any vintage perfume factory sealed, I just have to know what's inside. 

[ehdolphy]

You offered the buyer 50% off and they didn't accept it? 

If the puzzle is different than the one claimed again, the only recourse a seller has is "making sure you report the buyer". Yes, making sure you report the buyer is your only recourse. That way if everyone reports a dishonest buyer Ebay would have no choice but to acknowledge that buyer. If everyone does their part with a dishonest buyer, along the line it would help someone.

Also always block a dishonest buyer, to insure your self from that "id" at least. Hopefully one day it would be "ids".

[comics-scifi-collectibles]

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@heywwjd wrote:

Because I have a 100% feedback score I did offer two options. I would give refund if she paid shipping or I would give her 50% refund and keep the puzzle. How do we know where the piece was lost after 3 weeks of her having it? Plus as I stated her request was for a different puzzle than the one she claimed was missing a piece. So what happens when she returns a different puzzle than the one she put a request in for?

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@heywwjd   Your feedback score has nothing to with the slight seller protection that ebay offers for SNAD returns. 

 Under the ebay MBG the buyer just has to SAY that the item is not as described and you MUST accept the return and refund the buyer.

IF you do not do so willingly then eBay steps in and forces a refund. You do not get your sellers fees back, you get a DEFECT and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back  

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

The only slight protection a seller has is if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[heywwjd]

I appreciate the clarification but don’t agree as sellers we should automatically have to accept returns. So she was allowed to do the puzzle, return it and get full refund? How is that fair? Here is a question you can maybe help me with. What do I do when the puzzle that she may return isn’t the puzzle she put the return request in for? The only positive out of this is the puzzle she claims was missing a piece cost more than the puzzle she requested a return for.

 Thanks 

[heywwjd]

I don’t consider myself an experienced seller for selling a couple hundred items over 21 yrs. I don’t even know what the heck snad means? And I didn’t know that my return policy didn’t mean anything, why do we have option to list one? I am not calling the buyer a scammer but how can she prove I sent it with piece missing? She initially wanted me to send her another puzzle, her choice from my listings.

[heywwjd]

Not sure what you are asking. I sold her 7 puzzles in two shipments ( 4 & 3) with combined shipping. I offered to refund her for puzzle but didn’t feel as though I should pay shipping when it was over 3 weeks and no way of knowing where puzzle piece got lost. How the shipping is figured on combined shipments I don’t know?

 Thanks 

[lamber9347]

@heywwjd - I'm sorry you are so stressed over this because at the end of the day you sold a used puzzle, that's all. This isn't personal against you, the buyer isn't saying you are a bad person. You are not a new seller, you have experience doing this. You need to let this go. 

It doesn't matter if she sends you back a puzzle that doesn't match the one she opened the return on because she purchased seven different puzzles from you. You are getting stuck on such small details such as her positive FB. It really doesn't matter, none of this matters. It was a used puzzle, how much could you have sold this for? 

If you sold her this puzzle at your yard sale, then 3 weeks later she comes to knock on your door to complain that a piece was missing, I would tell you to slam your door in her face and call the police. However this was an online sale on a platform that guarantees money returned if not satisfied. You cannot win this no matter what you think. It's simply not worth the anxiety that you are causing yourself and the additional stress over a used puzzle. Let it go and move on from this. Please understand I am on your side, I understand your frustration with the process, I understand your aggravation over it. What I also know is that it is not worth it for you. Your health is much more important than a used puzzle that may or may not be missing a piece. I am a puzzle builder myself and I would never want a puzzle with a missing piece. It is garbage after that. Best of luck to you.... 

[comics-scifi-collectibles]

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@heywwjd wrote:

I appreciate the clarification but don’t agree as sellers we should automatically have to accept returns. So she was allowed to do the puzzle, return it and get full refund? How is that fair? Here is a question you can maybe help me with. What do I do when the puzzle that she may return isn’t the puzzle she put the return request in for? The only positive out of this is the puzzle she claims was missing a piece cost more than the puzzle she requested a return for.

 Thanks 

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@heywwjd   I didn't say it was fair.  I was just letting you know what the policy is and what protections, slight as they are, that sellers have.   

[heywwjd]

I did report her and explained that she requested a return on a puzzle that wasn’t even missing the piece. ( she sent photos of piece missing and different puzzle ). I am just frustrated about the whole situation plus being told one thing when I called in and EBay doing the complete opposite. First person I talked to when I called said just pay the request and EBay would refund me any shipping. I told him I didn’t believe that would happen so he told me just to do nothing and the case would be closed. I said “ you sure EBay won’t just approve return?” and he said no, it would just end. Next morning I received email the buyer opened a review of case (9:19am) It said they would review case and messages and get back within 48 hrs. (9:26am) Seven minutes later I received final decision.🤷🏻‍♀️

[soh.maryl]

Sorry -- it doesn't really matter whether or not you agree with eBay's policy or with the Money Back Guarantee.

eBay's site, so eBay gets to make the rules.  

You asked how we know the piece wasn't lost in the two weeks the buyer has had it.

And how do we know that the piece was in the box to begin with?

See how that plays.  

[heywwjd]

Appreciate your reply. I am not upset about the money, it’s the principle. As I mentioned before to another person, I did not know the return policy we post isn’t worth anything. I have purchased multiple puzzles that ended up missing pieces but never requested my money back. It’s a chance you take buying used. I try very hard to only sell good products. Some of my puzzles have pieces missing and I put that in title. ( yes have sold some). Others if I have done them I post “Complete” and add photo of completed puzzle. Some I have purchased from local people who gave their word complete, those I list as used.

To you and others this may look like I am taking it too far but I just don’t like that a seller can use product and then return. Guarantee the puzzles just get put away after. This is only the second time in 21 yrs I was made to accept return when I didn’t agree. Especially after one of EBay customer service rep. told me something different. Again, principle.

Have great day.