What is a Faulty Returns Claim?

[Chessie]

Hi from a new member! Sorry in advance for the lengthy question!

I sold a sewing machine for parts. The buyer didn’t read the description and thought they were getting a working machine. They filed a return for Not As Described. I called eBay expecting them to say Buyers Remorse and close in my favor. I don’t have a Returns policy since I’m a super small seller so in the past eBay has always said don’t accept the return and then ask them to step in and let them close in my favor. This time I went through 4 reps and a supervisor who all told me that as of March 7, all sellers are required to accept returns for Not As Described claims. I asked if they could step in and escalate the case and then close it in my favor like in the past. They all said that as of March 7, eBay reps are no longer allowed to close cases in the seller’s favor like that. They can step in at the seller’s request but they will still require the return to go through at the seller’s expense to ship it back.

I asked what happens after I get the item back. The reps and the supervisor said I qualify for a Faulty Returns Claim and I am to call them when the item is returned. They will file a claim so I can get my money back. I said, that’s odd. Who pays for all this? Because at that point won’t I have already refunded the seller automatically? They said, oh eBay will pay you. The supervisor said, eBay has a program for this sort of thing.

Here’s the weird part. The final rep I spoke with said what eBay is really hoping is that the buyer never returns the item so this all just goes away. He then said, If the buyer does return the machine, call us immediately so we can file a Faulty Returns claim that the item was damaged by the buyer. I said, but I don’t anticipate that sort of damage. This was simple buyer’s remorse regarding an item that was already not working. I don’t think he damaged it. The eBay rep actually laughed and said, Well when you call us back after receiving the item, we will talk about how the buyer damaged it so we can get your money back to you.

This is all very strange to me, not to mention morally confusing. What is the Faulty Returns claim they are talking about? Anyone have experience with this who can help me out?

Thank you so much!

[Jay]

–Its always been the policy that you must accept returns if its an INAD case.
–Would you mind sharing your listing? If it says “For Parts” in the title, it’s open and shut. Where do you say that the item is broken?
–If a buyer opens a case, we always wait till it’s actually shipped back to us before we contact eBay. Until we get the item, all calls are about what if’s.
–The buyer has five business days to returns the item. After five business days without it being shipped, we call eBay and close the case.
–If we get the item back for an INAD case that we dispute, then we call eBay.

If you made it very obvious that the sewing machine was broken, then wait till it gets shipped back, then call to close the case. Everything happens in steps. Our job as sellers is to know the steps.

[AdventureE]

Chessie,

I would offer to stick to the truth and stay to the facts even if it costs you to do so. If your listing said it was for parts and the buyer says they thought it was a working machine, the case can be closed in your favor because ebay will be able to clearly see that you said in the listing that it was for parts.

[Chessie]

Got it. Thanks so much for the information! My listing is https://m.ebay.com/itm/Elna-1010-Sewing-Machine-Swiss-Design-w-Power-Cord-Foot-Control/172849349879?epid=63269556&hash=item283e9fc4f7:g:7ewAAOSwYVBZquNk

Sounds like my big error was not listing “for parts” in the title. I just said in the description that it was used, dusty, stored a long time, probably needed a tune up, and was untested. I stated “as is” but I realize now that doesn’t mean much. The buyer argued that I never stated any of the above so the eBay rep said he probably didn’t read the description at all. The buyer did request my phone number and he called and left me a message. He sounded elderly and confused. I think it was just a mistake.

At any rate, the rep told me today that he has ten days to print the return label and if he doesn’t print it by April 3, I should call back.

Thanks again!

[Author]

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