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Hi everyone,
I sold a pair of ski boots, the buyer claimed they were defective (they were not), probably to get a refund on the original shipping, and then returned them in not the original condition. It’s obvious they actually went skiing in the boots. There were rocks stuck in the bottom of the soles and salt residue all over them. I called eBay and they told me to work it out with the buyer over the next 48 hours and then call back. The buyer isn’t responding to my messages.
How should I handle this situation? I have reached out to the buyer asking for more information on how they were defective or if they just didn’t fit him or the bindings. I have now paid over $30 in shipping costs on a $50 item and I am feeling defeated about it.
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If we feel a buyer broke an item or used it, we take photos and upload in the message to the buyer. This way the buyer must acknowledge or explain the use. This also creates a a record that eBay can see if you ask them to get involved.
eBay allows partial refunds in their Seller Protection Policy:
https://pages.ebay.com/seller-center/get-started/seller-protection.html#m22_tb_a2__5What should I do if there is a problem with the item condition after the buyer sends it back?
You can offer a partial refund. Check the item condition policy for more information.Also: https://pages.ebay.com/seller-center/get-started/seller-protection.html#m22_tb_a2__3
Can I dispute paying for return shipping if I feel a buyer is misusing returns?
You can ask eBay to step in and help if you feel the buyer has misrepresented the reason for the return. eBay will review your request and take appropriate action. Remember, when you ask eBay to step in and help without successfully resolving the issue directly with your buyer and eBay finds on behalf of the buyer, it will result in a defect. -
Hey Jay,
Thanks for the prompt reply! I ended up calling back again to eBay and spoke to another rep. They saw the messages I had sent to the buyer (they were all professional and non-confrontational) and ended up opening and closing a case in my favor on the phone. They issued the refund to the buyer and I didn’t have to do anything. I have a perfect track record with eBay and I am a TRS, so I think this may have helped.
I also think it’s crazy that I can get one answer from a representative and a completed different from another. This situation has happened a few times over the past year with eBay.
I will be able to sell the item again, but I will have to re-photograph it because of the new signs of wear unfortunately.
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TooMuchCoffee,
When you say that ebay issued a refund to the buyer, do you mean they issued a refund on your behalf (ie with your money)? If so, how much did they refund the buyer? Did you get the return shipping cost credited back to you? In other words, are you out any money on this transaction? Just wondering in case something like this happens to me in the future.
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Hey Sonia,
eBay issued a refund to the buyer on their half, not mine. Meaning, they credited the customer and I did not have to refund them anything. They refunded them the full cost unfortunately. I am out on the return shipping, but I still get to keep the money from the sale. However, I am still net positive in the sale and I can resell the item again after I clean it up and re-photograph it. I reported the buyer and the eBay rep reported the buyer as well. Unfortunately, since eBay credited the buyer, I don’t think this will stop/change their behavior going forward. I am thankful eBay backed me in this situation. This is the first time I have had to deal with something like this.
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