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I sold a new in the package microdermabrasion replacement head, and the buyer contacted me telling me I sold her a used, worn down head. I told her to open a return. I have free returns. She attached a photo of a clearly worn down and used head, that couldn’t possibly be the one I sold her, and used the reason not as described or defective. She didn’t ship it back for over a week, so I was hoping she had changed her tune, but I just received a notice of tracking so it is coming back. The package was sealed, so she’s either used it, or she’s returning her old one (most likely). I’ve never processed a free return for a false SNAD/defective before, and was looking for advice on how to handle it. Thank you in advance.
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What you’ve described is the stuff of nightmares for an eBay seller. It’s what drives the despair and flailing anger in the eBy forums. Causes an otherwise healthy person to become paranoid and hateful of all eBay buyers.
What you describe is also the big hole in any online selling system. What do you do when the buyer just lies. They got the correct item, but say they didnt. It’s your word against theirs.
The same nightmare could go the other way. You buy an item. Seller sends you a brick and says it’s a new air of shoes. There’s tracking and has weight.
So what to do? When it arrives, call eBay. Explain the situation. Likely they’ll tell you to process the return. You can hold back their return shipping. You can even hold back money and say they sent you a damaged item. But then the buyer can dispute your claim and get messy. I wouldnt blame you if you just refunded and moved on.
In twelve years of selling full time, we’ve never had a buyer lie to this extent. People are good. Buyers and sellers all want this to work. You got a bad one. Hopefully by calling eBay, there will be a note on this account. When he does it gain, eBay will see it and ban him. Throw him in the volcano.
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So just to be devils advocate here, where did you purchase this head? If you bought it new yourself from the original store, then you know it is good. If you bought it at a thrift store then there is absolutely the possibility it appeared new but was actually used. I’ve had this happen to me.
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I did buy it at a thrift store, along with 11 other packages of the same. I have sold the dermabrasion sets before, so I know what to look for and did look each package over carefully. They were new, and not used. I’ve already sold 4 more, and received positive feedback, so I know they were not used or defective.
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Jay, I don’t have any problem refunding, and moving on, but since it was Free Returns, I would like to know eBAy will remove any negative feedback. According to the free returns policy, I can deduct up to 50%, and eBay will take care of any further problem with the buyer, and remove any neutral or negative feedback. If I just go ahead and refund all of it, will I be just acknowledging that is was a SNAD, and ebay won’t remove any bad feedback. My question is, do I have to dispute it to be protected?
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I just want you to know that you aren’t in the boat alone. I had a buyer purchase an item from me in April. They claimed it wasn’t the color pictured (it was). I accepted the return knowing that I’d end up having to pay for the return shipping since I know Ebay wouldn’t have sided with me anyways.
Well after 60 days the buyer sends me a package….with a completely different item.
So I started a case and messaged the buyer and it’s been another month. No word from anyone, Ebay nor the buyer. So I went to a different link on Ebay and emailed Ebay. They responded saying that the buyer is now claiming they sent the item, but that I didn’t receive it and I need to call the Post Office. I have photos of the package from the buyer that I’ve literally sent everyone.
Clearly the buyer is a THIEF and they’ve done this before. Mind you, the buyer has never responded to any of my messages. Today I got a message stating that the case has been closed, in the buyer’s favor. So I’m out over $90 dollars.
I’ve started an appeal, because how can a case be closed when the buyer hasn’t even responded to me?????
I’m told I should hear back within 72 hours. Here’s hoping someone at Ebay does the right thing.
Plain and simple…I’ve been robbed.
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Wow Annie! That’s terrible. Mine was only a $30 sale, but as they say, “it’s the principle of the matter”. I read over the Free Returns Seller Protections, and I’ve decided to test the waters. If I get it back and it’s been used, or switched out, I’m going to refund her the maximum allowed of 50%, and report the buyer for return abuse. If she escalates to eBay, they will take over the fight, and I’m supposed to be protected from neutral or negative feedback. We shall see. I’ll report back to provide the outcome. Here’s the policy:
A returned item has been opened, used, or damaged
When you offer free returns and accept the return:
You will have access to use the partial refund tool for items that come back used, damaged, or missing parts.
Starting June 1, 2018, if the buyer leaves negative or neutral feedback for any reason or escalates an eBay Money Back Guarantee claim, we will automatically remove the feedback and protect you from impacts to your standards.
If the buyer escalates, eBay will resolve the issue directly with the buyer, and you don’t need to worry. -
Follow up to buyer returning a used item with Free Returns. I did get the microdermabrasion head back, and it was used. Clearly not the one I sent her. I logged on to eBay and was given the choice of a percentage or dollar amount deduction, and refunding or withholding original shipping. I deducted the maximum 50%, withheld the original shipping, and reported the buyer for abusing returns. Uploaded a photo, and provided an explanation for deductions. So far so good, nothing from the buyer, but I will be watching my feedback for any problems.
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Slight tangent that might be of interest:
I do not offer free returns, and never have, but I do have the capability CJ describes of being able to refund less than the full amount on a return/refund with a problematic reason. Just did this yesterday on a false “missing pieces/parts” return. This capability was originally advertised as being available only to those who offer free returns, but must have been rolled out more generally sometime since, which I’m very happy about. -
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I was only offering it on “new” items that can go first class mail. I thought it was the only way to be able to deduct for used items, and be protected from neutral or negative feedback. I sell a lot of used vintage items, but do find new stuff occasionally. Sonia, did the buyer you deducted from leave you feedback?
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I haven’t gotten feedback from this buyer yet, but it’s a completely different situation here. I’m actually using this percentage deduction as a way of doing a partial refund that the buyer and I agreed to – so there’s no risk of bad feedback. I didn’t realize beforehand that this process is a way of reporting a bad buyer, which I really didn’t want to do. But I figure she inadvertently negatively affected my service metrics with a “parts missing” return reason, and I inadvertently negatively affected her buyer rep with this refund deduction, so we’re even.
But I don’t worry very much about bad feedback, as long as it doesn’t bring my percentage below 98-99%. I would much rather get a bad feedback than have to pay for return shipping, or have to refund original shipping, or lose money on a transaction some other way.
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This happened to us over a $250.00 Bosch dryer part. If you search on those terms it should come up. Long story short, I had photos of the serial number, guy sent back his used defective part, I refused to give up and eventually got our money back. It was a couple years ago. Good luck, be persistent.
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Following up on my end too….Ebay reversed the decision to be in my favor. I had to prove quite a few things, but they came around and didn’t side with the buyer. I’m completely relieved that Ebay has my back and did the right thing. It does take persistence to show you’re telling the truth, but it’s worth it so that dishonest buyers don’t just walk away free and clear. Relieved!
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