Buyer refunded without returning the goods

[angelix907]

I sold a pair of lamps rattan shades, all described correctly with hidef pictures part of the descriptiona and in excellent condition for the age.
the Buyer opens a claim stating that the rattan is "broken" and  the frames are bent, which is nonsense; he sends mi pictures of the rattan and I can see they show exactly what my pictures showed on the listing i.e. the rattan "endindg" where one straw ends and another starts... that is how rattan is! The same goes for markings and blemishes... rattan is a natural fiber. As for the slightly bent frame, that again is nonsense , they were fine when I posted them, using tripple layer carton , two boxes une inside the other... and the bent part is inside the shade which cannot be damaged in transit anyway, so my guess is that he did it himself to support his claim.
When I received the "open case" message I was travelling (I am still  abroad) , so I simply replied with a message stating my case  ,  waiting for it to develop in a discussion between two parties... in the meantime I opened a case reporting the buyer.
few days later Ebay closes the case in favour of the buyer refunding the full amount and I am out of my items.
I expected to have some sort of discussion... I am in overseas now, I could not handle the returns anyway,  The ebay system did not allow absolutely any type of negotiation, they just believed what that buyer said and gave them a full refund.

I am extremely annoyed as there is absolutely NO protection for the seller, and this is not right.
I tried to appeal, but for some reason the system gives an error and me being overseas is not helping as I cannot and don't want to pay for an international call to CS.

I am honestly lost for words and I dont really know what to do.

[roger_roger_over_and_nowt]

When a buyer opens a not as described claim you have 3 working days to respond and arrange return at your cost,refund buyer in full upon return.

On day 4 the buyer can ask Ebay to step in and Ebay will often just refund the buyer with no requirement to return.

If that's what happened the right to appeal is removed,you will also have gained a defect which you would find on your seller dashboard via your feedback page.

Worth a read :- https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

If you want the items back you would have to converse with the buyer and arrange collection but you cannot force them to do anything.

The returns process is fully automated,run by bots.No humans look at the details at all.

They can sell items on,give them away or take them to the tip.

Stating " no returns " means nothing if a buyer opens a not as described claim.ALL sellers have to accept returns if that happens.

[dancewithadingo]

Good Afternoon Angelix

I am afraid that there is nothing you can do. You were out of time in responding to the dispute and agreeing to the return or offering a partial refund etc.. 

Unfortunately you have lost the lampshades and £50-£60.00.  I am afraid that you will find that this scenario  upsetting and galling.  Next time you head off abroad either don't list anything or put your items on the  'holiday setting'.

[angelix907]

but I DID reply to the case!!!  there were several options , one of wich was   SEND A  MESSAGE TO THE BUYER , which is what I did !!!

When the buyer did NOT reply to my message , then I reported  him to EBAY , case for which I still have to hear from EBAY.
I have been selling personal stuff on ebay for more than 20 years and never once had an issue when travelling, I either find an agreement to when I post (and always, always did!) or I offer a cancellation which has been always declined preferring the "shipping later" solution.
in this case the Item was posted BEFORE I left the country, so I did not have much to work with.... not to mention the fact that I could not manage the return as there is NO ONE to receive the goods until next week.
what bugs me is that Ebay has not responded to my "reporting" and ignored the message I sent the buyer well withing the 4 days window .
Again, by sending the message  , Option which is given by Ebay themselves, I expected them to give the buyer 4 days to reply and tghen ask me again what I wanted to do... instead they just gave refunded them the money.
I am  beyond belief.

[myriad*seller]

The only thing you were required to do when the case was opened was send a pre-paid return label through the case

When a buyer says they wish to return an item then you MUST send a return label within 3 days if you want the item back

Adding pointless dialogue to the case just wasted time, and meant you lost money

The case is handled by bots, nobody read what you wrote in the case.

Buyers get the automatic right to return when they open a case, you don't get a choice

If you fail to issue a return label, then you don't get the items back and you have to refund

Next time, don't bother writing to bots in the case, just send the return label. 

[myriad*seller]

You CAN message the buyer via the case, but the only useful messages you can send are " I have sent a label, please return the item" or "I have refunded you, please dispose of the item without returning it"

No point adding your life story, as the case is automated and will close with a full refund to the buyer on day 4 if you haven't sent a label. 

[angelix907]

I  am still on the fence on this...

i did not write to a BOT, I sent a message to the seller stating my grounds:

1 - pictures (Hi definition) were part of the description.

2- the listing clearly stated "no return accepted"

3- the defects indicated were not defects at all. 

4- since he fitted the items to "try them" any damage could have been caused by mishandling.

I then expected a reply which never arrived; the guy simply did not like his purchase and  decided to fabricate a case in order to get his money back andf that really really really annoyes me and more I am annoyed by the fact thet this seems "normal".

 I am selling personal stuff  and I am very careful with how I list and how I pack my items.
It is not fair to buyers to purchase just "to try" and send it back  at my expence after I already paid for the postage; I would not have argued if the guy simply told me :

"I am very sorry I though they would be OK, but the wife hates them, I will retun them back and you can refund me without the postage"

this is not the first time I had a claim,  and I always (always) found a solution that made every one happy)  but this is the first time I have been played and robbed and that for me is unacceptable.

[shave.india]

Yea sounds like you have been caught out Nightmare 

now ive had similar and it was resolved by contacting the buyer and refunding some money 

(i know Roll over and play dead)

but having experianced the situation thats how i fixed it 

bit off a loss but what to do ?

 PAY post to return an item, that you know if not packed well will arrive in bits then what to do ?

ive got to ask the buyer to claim damaged postage on the item ?

i think SUM   buyers are using this to basically try and get a discount 

the items have always been of high value and needed packed well 

i like you pack well dont think about size weight just pack correctly and take the hit on the postage 

i offered a refund of 20 pounds as i sold 2 lamps at 100 

old ones working but old wiring 

As i dont know who im sending them  too i removed the plugs (plugs not mentioned in the listing or in pictures ) for saftey. . what if they plug in use for a week and they set their living room on fire? they put plugs on their problem

So 20 pounds refused wanted 35 

again what to do ?

Refund Not really happy as if id hadnt agreed they would have just started a return 

[dancewithadingo]

Good Morning Angelix

You are not going to win this one. The best resolution is to ask the buyer to return the shades, with you paying the postage.

When selling on eBay you are in effect sending items out on approval.  Somewhat similar to the old Freeman's catalogue situation.

Saying that pictures form part of the description or sold as seen is meaningless and in my opinion should be banned, The 'defects' may have been inconsequential to you but were not to your buyer.

No matter how annoying you find this situation it is an own goal in as much you didn't work within eBay's time frame or accept the return etc.

As previously stated ask your buyer politely to  return the lampshades otherwise you will finish up with nothing, you've already lost the money.  Otherwise just draw a line under it and move on, wiser and poorer.

Good luck

[angelix907]

It seems that I came across to one of those jokers who enjoy taking advantage of others...

the guy never replied to my "first" message (the one I sent when he opened the case) and  is not replying to my last message asking in a very polite way if he is willing to return my items.

My guess he is not really bothered, it was  apain to pack the things and shipping/posting means he needs to take the parcel somwhere; it took me  over an hour to do that.

It is quite annoying and to be honest it really grinds my gears...

[rare_treat]

@myriad*seller is spot on with the message #5. All that was automated, and you never stood a chance because you didn’t do what was required.

Loss is going to occur whenever you’re selling – in a shop or remotely. There will always be people with different morals – or, at least, different rationalities for their actions – so you should expect you won’t like all your dealings with people.

If you have only now learnt that after 20 years selling, then you should count your blessings!

[angelix907]

Just an update: after a couple of emails I managed to get my  lamp shades back and after having reinspected  (and fitted to check they were straight) , I can definitively say that the buyer "staged" the items so that the case would be decided in his favor.

I made a mistake of not accepting the return straight away and lost my case when reporting the buyer well before I received the items back.

The systen is not really protecting the seller, I mean I can make anything look "not as described".

In fact is gets even more complicated (or simple?!)  after I  spoke to the customer service in relation to another case that has been opened where again the buyer states that the item is "not as described" then sends pictures that show exactly what MY pictures where swowing!!!

Why is his claim being accepted? 

The answer form the Customer servise is very simple:   what is EXCELLENT condition for me ,  might not be perceived in the same way by the buyer and therefore he is entitled to request  a refund because the item according to his perception  is  "not as decribed"

the lesson is:  write a little as possible and make sure there are as many HI-DEF pictures as the system will allow for free.

and now I have to deal with another lier...I am starting to hate this platform.