Return requested without proof of damage

[wendybing]

A buyer purchased a new pair of boots from me and opened a case as the heels apparently disintegrated when wearing them. They uploaded one of my photos from the listing but no photos of the damage.  I messaged them requesting they send me photos of the damage but have had no response. I have no problem in refunding if they show me what state the boots are in now but if they don't send the photos, what can I do? Thanks

[tressygirl]

@wendybing  wrote:   I have no problem in refunding if they show me what state the boots are in now but if they don't send the photos, what can I do? Thanks.

Answer .....  Nothing.

Photos of damages,   are not mandatory  if the buyer opens a case for item not as described,  has he done this?

If so it's all automatic, no human contact,  you'll need to accept the case and refund within 3 days  or send a pre paid label for your item to be returned,  only refund when the item is back with you.  

You can appeal the eBay decision  for a refund,  if either you or the buyer ask eBay to step in.  This explains how:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@wendybing 

[wendybing]

I've just found this on ebays help pages


How to request a return through My eBay

1. Find the item in your Purchases<>.
2. Tap on More actions, then select Return the item.
3. Select your reason for the return and enter a comment about why you're returning it.
4. If the item arrived damaged, broken, or faulty, you must add at least 1 image (with a maximum of 10) relevant to the reason you're returning the item for, and showing any scratches or defects. Make sure to follow our Images, video and text policy<> when you're uploading images.
5. Select Send.


Sent from Outlook for Android<>

[**peaseblossom**]

They say that but the system is more or less automatic and it's unlikely anyone would look at the photos, or if they did they'd still accept the claim.   

It's best  that you accept it and get them back.    If the buyer ends up escalating to ebay they may enforce the refund without return.

Some heels are made of a type of plastic that does literally disintergrate under pressure when worn.

[wendybing]

These are new Clarks boots with no separate heel so unlikely. If the problem is genuine, I would have just refunded without return. I can only assume they are a scammer because why wouldnt you show a photo of the damage? I have security marked them but that probably wont help either. It's just a shame that ebay and other platforms aide these lowlives.

Sent from Outlook for Android<>

[tressygirl]

I think I have phrased my line  above... ' photos are not mandatory' incorrectly.

Sorry.

I meant that no photo of any damage will help  win a case , as it cannot be proved the actual item in question is being photographed.

Yes,  you do have to submit a photo in a returns case,  but to be honest if you photographed a table leg,  that would be sufficient,  photos are not looked at , or judged in any way for a result in the case.

@wendybing 

[wendybing]

But it would help a seller to decide whether to just refund or accept a return. If there is genuine damage, why would I want them back, especially as I pay for the privilege. By not providing a photo, I will ask for a return which inconveniences the buyer. I can only assume they (hopefully) don't fit or they are a scammer

Thank you for the replies.

Sent from Outlook for Android<>

[red_magpie]

I'm afraid you're fighting a lost cause.

The overwhelming number of return cases are automatically found in the buyer's favour. eBay routinely takes the buyer's word against the seller's. They might defer a decison until the buyer uploads a photo, but it's unlikely to make any difference.

Good luck anyway, but don't try to delay things yourself while awaiting a photo. If you don't send the buyer a prepaid return label they can escalate the case for eBay to step in. eBay will almost certainly then enforce a refund without requiring the item to be returned, and penalise you with an account defect.

The clue is in the word: it's buyer protection. eBay wants buyers to have a good buying experience and feel confident that eBay will protect them if they don't. Especially now they're actually paying for it.

[papso22]

That's a very good point.  When you messaged the buyer did you say that photos of the damage would help you in deciding whether to simply refund?

By the way we do sometimes advise buyers who can't take a photo for some reason to do a cut and paste using a computer.  They need to register something as a photo to enable them to move forward with the claim.

[tressygirl]

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@wendybing wrote:
But it would help a seller to decide whether to just refund or accept a return. If there is genuine damage, why would I want them back, especially as I pay for the privilege. By not providing a photo, I will ask for a return which inconveniences the buyer. I can only assume they (hopefully) don't fit or they are a scammer

Thank you for the replies.

Sent from Outlook for Android<>

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If a buyer opens a case for item not as described you must accept and refund , but I do understand your point if it's damaged beyond repair then no point paying for a return postage, and just refund with no return.

Personally, with the information provided ' heels disintegrated'  looks like you would not be able to resell them, perhaps then just to refund?  

It is frustrating I do understand, and no easy 100% answer here as to whether pay for the return or not, one thing for sure the buyer has to be refunded.

@wendybing 

[wendybing]

Yes I did but I've had no communication from them at all.

Sent from Outlook for Android<>

[tressygirl]

Heels,  soles from shoes do disintegrate/ fall apart after time, perhaps that's what's happened here. 

Paying for the return of the item, you may be left with a pair of shoes no good to wear again or to sell again.

Were they expensive?  If not, only asking as it may just then be better to refund without a return?  

@wendybing 

[wendybing]

But they don't have a heel as such as they are flat, which is why I'm suspicious. I will just accept a return and hope that I get back what I sent and in resalable condition. If not, I'll just put it down to experience and move on.

Thank you everyone for your input.

Sent from Outlook for Android<>

[tressygirl]

Aaah so they are described the ' heel' part , the sole has come away perhaps at the back of the shoe ?

@wendybing 

[*vyolla*]

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@wendybing wrote:

A buyer purchased a new pair of boots from me and opened a case as the heels apparently disintegrated when wearing them. They uploaded one of my photos from the listing but no photos of the damage.  

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Buyers have to upload a photo, but they may be one of the older demographic who don't have a camera phone.  In this case we advise them to add the original listing photo.