ebay return questions

[la79al]

DH sells stuff on Ebay. We have not had any problems until the past week or so. We had one guy claim that he didn't mean to buy the item. No big deal, he didn't pay, we canceled and relisted, whatever. Last night we had someone email us saying the item they bought did not work 100%. It worked 100% when we sent it and we state no returns. Now they have opened a case against us but are stating that they took the front off (it was a clock) in an attempt to fix it. How should we handle this? Today we had someone email us stating that the item they bought did not work. They are asking how we want them to send it back (even though we state no returns). Do we have any options here?

 

[kalliyan1]

Unfortunately no, you will probably have no options. Ebay always sides with the buyer.
A policy which I think needs to change. Seems as though dishonest people are catching on and getting things and then filing claims, winning and getting their money back!
I'm nervous although it's not a problem yet but we sold a brand new factory sealed game system and I'm just waiting for the buyer to file a complaint and cause issues. I sent it signature required but if they open it, wreck it, etc. I'll be stuck. What protection do sellers have....seems like none

 

[GaSleepingBeautyFan]

Unfortunately ebay can make you refund the money and accept the return.

The person with the clock - you will want to make sure they return it to you first so you can see if they damaged the front. Ask for a picture from them maybe? Hopefully it is ok.

The other person needs to send more details about what didn't work - it may just need the battery replaced or something simple.

I would respond by saying the items did work when you sent it to them and that you don't accept returns as stated in your listing.

Then see what they say. Ebay will most likely side with them if they get insistent on a refund.

Definitely don't give any refunds unless the merchandise is returned to you first.

 

[supersnoop]

Definitely try to work with the buyer to see if you can avoid the return. You will eat the shipping charge to them, but they'll have to pay it to send the item back (although sometimes eBay comps their shipping). It might be worth it for both of you to work out a solution before you're forced to accept the return.

On the clock, if the buyer admitted that they messed with it, you've got a shot at winning that dispute. Stick with "it worked when we shipped it and he admits to disassembling it."

 

[lexysdad04]

On the clock, if the buyer admitted that they messed with it, you've got a shot at winning that dispute. Stick with "it worked when we shipped it and he admits to disassembling it."

Agree

Must if not all companies say warranty is void if open or something to that affect when it comes to electrics and opening the back if it.

So I would let the buyer know that since they disassembled the clock u can not accept returns

Sent from my iPhone using DISBoards

 

[DianeV]

I always say that if you say no refunds in your auctions and you know the items were fine when sent to make the buyer go through the whole process. Why make it easy for them? You never know with ebay/paypal and what they will do. Respond truthfully and make sure on the clock one to mention what they said they did to it

 

[richmond282]

It's true that ebay can and will make you take a return back.

In terms of the case that has been opened, I would respond as PPs has suggested that the buyer disassembled it. Honestly, I have had more luck calling ebay and speaking to someone over the phone about it. I have had 2 cases dismissed this way.

 

[DizneyDogs]

The buyer does have to pay return shipping. If it's not the same condition as you sent it out then you can appeal the case. I have had to appeal the case as a seller several times and had no problems with ebay ruling in my favor. It does help if you have pictures and proof.

 

[lexysdad04]

The buyer does have to pay return shipping. If it's not the same condition as you sent it out then you can appeal the case. I have had to appeal the case as a seller several times and had no problems with ebay ruling in my favor. It does help if you have pictures and proof.

The buyer only has to pay return shipping if it's their fault.

The way I see it is if I buy something from Amazon and they send me something different or broken or something that's not how they described it then they "amazon" pays for return shipping, and the same thing applies with ebay

Sent from my iPhone using DISBoards

 

[MinnieLovesMickey12]

It doesn't matter if your listings say no returns. If they get the item and it doesn't work you will be required, BY EBAY, to accept the return and refund them. There is nothing you can do. Ebay always sides with the buyer.

How do you know that the clock wasn't jossled about really hard during shipping and did stop working? Do you think these ppl should just keep a broken clock because it worked fine when you shipped it?

The buyer will have to pay the return shipping to send it back but you will have to take it back. And you very well may get back a damaged broken clock. You may get back a box with a brick in it. Prove it. Ebay will side with the buyer. I have been ripped off by scammers on Ebay as a seller myself. That is a risk you take selling on Ebay.

 

[ceecee]

I sold a new in sealed box item, the guy couldn't understand how to make it work, Ebay made me sent his $ back. I got the item after he mailed it parcel and it took forever...it worked fine. However, it was a used item at this point so I had to relist it as such and got 1/2 of what I would have gotten when it was new. Ebay is not what is used to be. I am wondering if it's even worth it anymore with the fees as they are. They even take a fee from your postage, unreal!