Buyer claimed "missing parts or pieces" Return item – How should I handle it?

[Edgebz]

This is a good one I figured I would share with everyone. Also, need some advice on how to handle it.
So I sold a Sony digital camera a week ago or so. The buyer the same day he received it filed a “missing parts of pieces” item not as described. I copied and pasted exactly what he said:

Reason for return: Missing parts or pieces
Comments: description specify “complete” and every camera comes with charger and case. IT IS NOT COMPLETE No charger and case SINCE BUYER PAID FOR SHIPPING SELLER SHOUD PAY FOR RETRUN COST OR PAY $20 FOR CHARGER AND CASE
My Reply:
Hi, I received your return request. It would be no problem to accept your return if you do not want the item. You can ship it back to me for less than $8. The description of the item clearly states what is included. The box also states what items originally came with the camera. The camera did not come with a charger or case. The box says AC adapter but I did not get that with the camera nor do I know why you would need it. The battery is charged by connecting the USB cable to the camera while the battery is in it. That is how I always charged the battery for the last 3-4 years. Check photo #4, the back of the box. My description also clearly states what items are included, as shown in my numerous photos as well. “Includes as shown: Camera, Box, Documents, Battery, USB cord See photos full details. ” It’s a great camera and a great deal at $80. I paid $300 for it. I’m sorry that you are not happy with it and would like to resolve this with you so that its a positive experience for both of us. Let me know what you want to do. Thanks, Ed *Attached photos of the box and what items were included in the item listing.

He eventually lowered his money request to $15. I said no and went ahead and took the return. I fully expected to get negative feedback out of this as well. Looking at his feedback left for other sellers was not good. He has left like 5 negatives out of maybe 50 transactions.
I feel like he was just trying to get money off. This got me thinking, why not try if you’re a buyer with low morality? At best you get some money off, at worst you just don’t return the item if it’s not a legit claim. He left me positive feedback after all this which really surprised me!

So the camera was returned complete with exactly what came with it and was as described. I paid the return shipping. I don’t feel like I should have to pay the return shipping. Is this correct?

Do I use the eBay system – Report buyer and report that buyer misused the return system? Or do I click the “ask us to step in and help” link under refund the buyer? I have not issued the return yet.
I got the item back yesterday.
I know calling eBay is another option. I just seem to have bad results when I call them. I almost always get someone who is difficult to communicate with on eBay support.

Any help or suggestions is greatly appreciated. I usually end up letting stuff like this go and eat the return shipping I paid.

Thanks,
Ed

[Sharyn]

He was abusing the system by using INAD, so you can report him. You can also put him on your “blocked buyers” list so that he can’t buy from you again.
https://offer.ebay.com/ws/eBayISAPI.dll?bidderblocklogin&hc=1&hm=eog4d71f%2B1%3Af4

I recently had a situation where the buyer used INAD, but agreed that I should only refund her for the price of the item and not shipping. I refunded her through PayPal just that amount. A week or so later, eBay closed the case by refunding her the full amount! I called eBay and explained the situation. They then gave me the return shipping back and opened a case for the original shipping. I haven’t heard back, and I’m just putting it past me at this time, but why would they just automatically refund?

My point is that fighting the shipping may not get you anywhere, but you can try. eBay is really pushing sellers for free returns to the point that they are forcing it even when the buyer is misusing the system.

I’ve never used the “ask eBay to help” link. You should probably call them if you need their help rather than use that link. Just saying because if you have to get eBay involved to close an issue, then that works against your rating. I’m not sure whether eBay having to refund shipping in the case I mentioned above is going to be considered against me or not.

[Inglewood]

I’ve given up fighting – I just let them file a return, send a label, and let them decide if they want to send the item back.

Until they file a return, I just ignore the messages. Most of them just disappear, and then those who want to return the item rarely return it anyways – just keep your shipping label info to get a refund if they don’t use it.

I always report them – eventually with enough strikes on their accounts, eBay will remove them. I had a buyer leave me negative a few months ago, and the negative disappeared after eBay kicked them out – so it is always helpful to block and report bad buyers.

You’ll be more at peace with yourself accepting that people are annoying, and a small percentage of sales will end up in returns. It’s just the “hidden” cost of doing business on eBay.

[Retro Treasures WV]

My best advice:

[Edgebz]

Thanks, everyone for the advice. I waited too long and eBay went ahead and refunded the buyer. I was planning to go ahead and do that anyways. So I know myself, if I have to call eBay about this I will never do it. I guess I will report them for abusing the system. I will report on what happens.

I totally understand that returns and bad buyers are a cost of doing business. A percentage that sooner or later will take its part.

[Retro Treasures WV]

The worst thing you can do is nothing. If ebay steps in and closes the case with a refund for you that defect is worse.
That is a “case closed without seller resolution”.

[Author]

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