Buyer wanting refund

[serendipitykiwi]

I'm not an eBay shop and I'm both a buyer and seller. I've been on eBay  19 years and have 100% positive feedback. I only sell items that I would be happy to receive myself and I always hope that both myself and the buyer benefit. I recently sold an item in new condition with labels still attached. Several photos attached and in immaculate condition. The buyer claims they are used and wants a refund.  The buyer has uploaded photos and there is nothing to see - no faults. Pure nonsense. I don't do refunds and state this on my sales. As the items are not faulty why is eBay presenting me with no option other than to refund the buyer.

I  am refusing to refund the item but I do not understand why eBay  give me no option. I have reported the buyer.  I feel so strongly about this that if eBay force me into a refund I will close my account and make a formal complaint. eBay used to be such a good platform -what has happened??

[jckl1957]

Ebay policy is to believe the buyer if they start a return stating the item is not as described.

Ebay don't see the items so they can't make an evidence based decision.

If you don't do anything, Ebay are likely to refund the buyer from your funds and tell them they don't need to return the item.

You have not asked for advice, but I would suggest you accept the return and get the item back to sell again.

[serendipitykiwi]

If eBay look at the photos she has uploaded they can see there is nothing
to see. They can also see the photos I posted of the items when selling.

Thank you for your advice but I make very little profit on here as it is.
Returns are time consuming and I am in poor health. I will not be bullied
into refunding therefore I will be closing my account.

But thank you for your reply. Appreciated.

[tobiasd4]

Cases are automated, so ebay do not look at photos.

You won't be able close your account until this is resolved. 

Ebay will pass debt to collection agents.

Better to accept return, issue postage label and refund on return. 

If you don't want item back, refund before issuing label.

[serendipitykiwi]

I will settle my account  - there won't be a debt 

But I won't be doing anything about this refund. I've messaged the buyer to say as much.

I'll close my account. eBay offers buyers no protection and what's to stop this happening again. I'm not a business seller - I just sell stuff when I have a clear out. It's too time consuming and stressful.

[papso22]

There will be a debt because if you don't refund voluntarily ebay will on your behalf and then chase you for the money.

I think you meant to say that ebay offers sellers no protection.  That's pretty much the case when a buyer claims an item is not as described. 

[serendipitykiwi]

Thank you and yes, I did mean sellers.  It kind of defeats the whole idea of a marketplace if  sellers have no control over refunds. 

When I know one hundred percent that my items are new and as described I would rather take the hit of negative feedback then have this hassle. Plus I will be down in money due to postage for refund. 

My other question is what if she returns the items and has damaged them so that they are unsellable?

I really do think that ebay shouldn't be offering this type of refund guarantee.  Or at least when they ask for photos to be uploaded they should check them. The photos she has uploaded show no damage or wear and tear. 

It makes me so angry because I'm a good seller and I often send little freebies with my sales. I would never sell goods that were not as described. It's upsetting and totally puts me off selling.

I'm refusing on principle and will take it to a complaint if I have to. Any outstandingoney I will pay eBay so there will be no debt.

[tobiasd4 · Accepted solution]

The main issue is that sellers cannot prove they sent item that was in photos.

Neither can buyer prove photos they supply were of item, but ebay believe buyer.

I know ebay is biased in buyers favour, but by ignoring case you will lose.

Just to add, don't be tempted to give buyer bad feedback, there is no option to give negative. 

[serendipitykiwi]

Yes, I know you can't leave negative feedback. No worries - Imy a believer in karma.

Then unfortunately the lesson to be learnt is why be a seller on eBay??

And I guess if the sellers drop off then so will the  buyers.

Car boots sales and markets it is then. Thanks for all your advice and guidance.

[serendipitykiwi]

Interestingly I've been reading through the buyer's 100% positive feedback and it's littered with non payments and sellers warning other sellers not to sell to her. 

I guess this is hidden as positive feedback due to sellers being unable to leave negative feedback!

So wrong that she can continue to upset sellers in this way. I have reported her to eBay and have decided to stand by my  refusal to refund. It seems to be the only way to get something done.

[tressygirl]

@serendipitykiwi  wrote:  Interestingly I've been reading through the buyer's 100% positive feedback and it's littered with non payments and sellers warning other sellers not to sell to her. 

What a shame all those sellers broke eBay's rules by leaving those negatives and as you can see, it did not help you,  all it did was to raise that buyer's positive feedback score.

For non payments,  had they followed the correct procedure,  that is,  cancelling the orders citing Buyer Has Not Paid,  this would have given that buyer a deserved non payment strike on their account.  Two strikes and if your Site Prefs. are set correctly,  they would not have been able to buy from you.

If you say there are many similar feedbacks, if they all led to unpaid strikes, that buyer may well have been booted off eBay permanently.

@serendipitykiwi  

[serendipitykiwi]

Yes, I agree.  But I think there are many sellers (like me) who just buy and sell occasionally when we have a clear out or need to buy something specific. The only people who have the time to read or understand all the complex eBay rules are the people who have eBay businesses,  run or work for eBay. 

The market needs to be kept simple or run the risk of losing buyers and sellers like me. 

[tressygirl]

When there's money concerned whether you're a business dealing with hundreds / thousands of pounds turnover,  or that occasional buyer buying a £10 / £20 item,  still best to know the rules,  not to have any unnecessarily amount lost  through a lack of knowing how to retrieve that refund, or how to ban that serial non payer from ruining other people's sales.

@serendipitykiwi 

[serendipitykiwi]

Yes, you're likely right.  Unfortunately the rules are so complex and time consuming  that life doesn't provide enough hours in the day.

I've been an ebayer for 19 years and I have to say that it used to be much easier and a more enjoyable place to sell. Not sure why it has changed and I'm sure there's good reasons but .....