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I have been dealing with this situation for a week now. A buyer received the item. They ask questions about the packs. I answer. They begin opening the packs. They open 15 packs and then accuse me of lying to them because they haven’t received a certain card. They open an INAD return case. They sent back the unopened packs and the cards that had been opened. I call ebay because the item I had sent has been altered along with a fraudulent return reason (I did report them). First rep tells me to wait until the case is escalated. The case closes automatically (buyer is refunded in full) over the weeekend. I call and get transfered to the claims department. They claim there is no proof the item has been altered from the original condition. I point out the buyer admitted to opening several packs and they even included a photo in the return case showing the out-of-pack cards. Supervisor calls me back and argues that ebay’s return policy of unaltered/used items does not apply in this situation because the customer has the right to open the cards. Any suggestions on how to further fight this? They’re policy on the website seems to support my claim.
Condition of returns policy overview
Items must be returned in the same condition in which they were received. Buyers may be liable for loss in value of the item if it’s returned in a different condition, or if the item is not packaged securely to prevent damage in shipment. In the event that an item is not returned to the seller in the same condition, the seller may deduct the amount of loss and give the buyer a partial refund.What are the guidelines?
Returned items that do not meet the below criteria may be subject to less than a full refund of the item’s value. To be eligible for a return the exact item you purchased must be returned.General return requirements
Item(s) must be in the exact condition they were received:Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
All parts must be intact
Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
Items must have original tags, labels, and/or any accompanying materials that were originally included -
If you have “Free Returns” on your items, eBay allows you to deduct a restocking fee if the item was altered. Up tp 50%.
https://pages.ebay.com/seller-center/seller-updates/2018-spring/seller-protection.html
“Starting June 1, 2018, when you offer free returns, you’ll have greater control to manage your business, and you can decide to issue partial refunds to buyers. For example, if a buyer uses or damages an item and returns it, you can decide to issue a partial refund and we’ll take it from there. If a buyer escalates a case, we’ll take care of it for you so you can focus on your business. Plus, we’ll protect your reputation from any negative feedback.”
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Per what Jay is saying, once eBay started pushing free returns, they seemed to have stopped supporting the seller in situations like this. I haven’t turned on free returns myself, so I’d be screwed as well.
The only suggestion I have is to contact eBay for Business on Facebook. Perhaps they would look at it differently, or at least, give you an explanation.
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@Sharyn: Howdy.. Senior moment here, but isn’t Ebay going to force Free returns as SOP sometimes this Summer for every seller or some variation of it or something like that?
mc
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Hi Mike! I don’t recall eBay forcing free returns. I think that they are making it more and more difficult not to have them, but they can’t expect you to sell two 25 pound tire rims and offer free returns.
(Some UK buyer asked me how much to ship two heavy tire rims, but I’m sure they aren’t going to like the answer).
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