Question Re: Buyer causing damage then returning goods in Member To Member Support DO NOT DELETE

Buyer causing damage then returning goods

desert-belle — Wed, 30 Sep 2020 16:41:02 GMT

Hi I’m hoping someone can help as I’ve had no reply from eBay after lodging a complaint about a buyer.

I listed a pair of sunglasses with photos and a no return policy as I’d be travelling. 24hrs after the buyer received them she messaged to say she was ‘a bit disappointed as the gold lettering on the D of Dior was rubbed off. As per my photos the sunglasses were in great condition with no gold rubbed off the Dior.

As a gesture I said I would allow her to return them but asked if she could supply a photo of the area she was talking about.

I also told her I was travelling today so the glasses should reach me no later than yesterday.

She eventually sent a picture and to my horror she has rubbed the gold D from Dior. Also I’ve just had a message to say the glasses have just been posted today when the buyer knows I will not be here to accept them.

I’ve had no reply from eBay...can anyone give advice please? Many thanks

Re: Buyer causing damage then returning goods

*guinevere* — Wed, 30 Sep 2020 16:54:23 GMT

If you had already agreed that she could return the glasses I'm not sure why you asked her for photos, as now it sounds like she's deliberately damaged them to get a refund.

The glasses will be returned to the Royal Mail depot where they will keep them for 3 weeks so do you have a friend or family member who can go and get the parcel for you? They will need some identification and hopefully the card that will be pushed through your letter box.

Ebay only needs to see that the item has been attempted to be delivered to get her refund, so once the postie posts the card it will be classed as 'delivered'.

Ebay will refund her from your funds and you will lose your selling fees and gain an account defect.

Can you check your account while you are travelling and if you see the item has 'attempted delivery' status you could issue the refund.

Otherwise you may come back to find your account has been trashed as she could also leave negative feedback.

Re: Buyer causing damage then returning goods

*guinevere* — Wed, 30 Sep 2020 16:56:17 GMT

Just to add: You have a pair of shoes listed as BIN. Do you realise someone could press Buy it Now and you won't be able to post because you're away?

Re: Buyer causing damage then returning goods

tobiasd4 — Wed, 30 Sep 2020 16:56:42 GMT

No returns only applies to buyer change of mind, you have to accept item not as described (even if you think it is false).

All buyer has to do is prove attempted delivery to get refund, not their fault you are away.

This is why you should end all listings 2 weeks before holiday, allows time to sort issues.

Re: Buyer causing damage then returning goods

desert-belle — Wed, 30 Sep 2020 17:34:25 GMT

I asked her for a photo at the same time as saying she could send them back. It never crossed my mind for a second she had actually damaged them because I’d stated no returns and she needed a reason.

Am I reading this correctly, it seems there is no protection for sellers?

Re: Buyer causing damage then returning goods

ruby*tuesday — Wed, 30 Sep 2020 17:52:59 GMT

No there is No Seller Protection unfortunately. Only for Item Not Received Cases when the Seller has Tracking to Confirm Delivery. Always best to add Tracking to Dispatch when you Post anything.

Re: Buyer causing damage then returning goods

red_magpie — Wed, 30 Sep 2020 18:27:11 GMT

I’ve had no reply from eBay...can anyone give advice please?

Just resign yourself to having to refund them.

This is what eBay reportedly told another seller, who had complained that their buyer returned a completely different item: "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 being "unable to take sides", eBay means that they will make the seller refund the buyer, if the buyer opens a case under eBay's money back guarantee. This is their default policy when they can't determine that an item was correctly described. As they never even see it, it's usually a foregone conclusion that they will find in the buyer's favour.