Question Help Managing Returns in Member To Member Support DO NOT DELETE

Help Managing Returns

sahewitt36 — Mon, 07 Sep 2020 10:11:32 GMT

Hi All

Hoping for some advice on how you would manage the following type of scenario (already spoken to Ebay customer service but I'm still not clear of my rights as a seller). So here are the details:

I'm new to the eBay business selling account having just moved from private seller last week.
A buyer raised a 'not as described' return request on an item (pair of slippers) that was brand new, manufacterer sealed with tags but the actual reason for return is 'don't fit' (this was provided by the buyer in the details of the return request).
It is my understanding that, even though my returns policy clearly states that 'change of mind' of 'doesn't fit' type returns will only be accepted if the buyer is willing to pay the return postal costs, eBay take the buyers word for it when they claim 'not as described'.
I have sold numerous pairs of this item and have had no feedback from any other customers relating to small sizing (I always add this to my item description if I do get such feedback).
I really want to avoid getting into it with the buyer as I find the default position in such cases is for the buyer to leave negative feedback which is impossible to have removed, even if you (the seller) is in the right and working within eBay's prescribed guidelines
As the item was just over £5 (including postage costs to send it), offering free return postage would actually cost me money (£6.10 for the 2 lots of postage costs).

Can I ask what experience other sellers have had with this type of thing? Why do eBay automatically believe the buyers claim of 'not as described' without any evidence to support such a claim? How do I balance maintaining my positive feedback levels with not feeling like I'm a sucker refunding monies for every false claim made?

Any help would be greatly appreciated

Many thanks

Re: Help Managing Returns

tobiasd4 — Mon, 07 Sep 2020 10:22:54 GMT

Ebay never se the item,so always believe buyer & allow case.

As you say, if it was does not fit, then buyer pays return postage, but as they are claiming SNAD, you have to provide returns label,

if you don't, ebay will refund with your money & they keep item.

Re: Help Managing Returns

sahewitt36 — Mon, 07 Sep 2020 10:29:01 GMT

Hello & thanks for the quick response. I got all of that from eBay this morning however what I don't understand is, eBay can see the reason return is 'doesn't fit' as the buyer stated it in the return details. So they chose 'not as described' then stated 'doesn't fit' in the 'more details section'. I really don't understand how eBay can allow this. The fees for sellers are already quite significant and this type of thing just makes it even more difficult to make any money.

Re: Help Managing Returns

tobiasd4 — Mon, 07 Sep 2020 11:02:47 GMT

Cases are automated, no ebay staff look at them,
the system sees "Not as described" so you issue returns label or refund without return, up to you.
It is nit a fair system for sellers.

Re: Help Managing Returns

sahewitt36 — Mon, 07 Sep 2020 11:06:57 GMT

So basically, damned if you do, damned if you don't!! I can refund without question and fuss or, stand my ground and risk negative feedback. For me it doesn't seem worth the risk for such a low value item but I'm hoping there's not too many buyers using this tactic to circumvent paying their own postage costs

Re: Help Managing Returns

tobiasd4 — Mon, 07 Sep 2020 11:09:12 GMT

Most buyers are honest, but as in all walks of life, there are bad people.

Re: Help Managing Returns

sahewitt36 — Mon, 07 Sep 2020 11:33:17 GMT

Fingers crossed this is my experience going forward

Re: Help Managing Returns

red_magpie — Mon, 07 Sep 2020 11:39:40 GMT

Why do eBay automatically believe the buyers claim of 'not as described' without any evidence to support such a claim?

This is what eBay reportedly told one seller who asked the same question: "As we didn't see the original item that you sent to the buyer and we didn't see the item the buyer returned to you, we are not in a position to take sides in these situations and verify who has the valid complaint".

By "unable to take sides", eBay of course means that they will support the buyer and make the seller refund them.

I suspect that the unseen hand of eBay's lawyers is also at work here. If eBay rejected a "not as described" claim that turned out to be genuine, the buyer could sue them for failing to honour their money back guarantee. EBay can remove this risk by supporting the buyer, with or without any evidence. EBay doesn't have to worry about being sued by the seller, because they don't give sellers any guarantee.