My first return with buyer stating ' I just didn't like it', what to do and expect ?

[dafern65]

I got a return the other day on a private account and the buyer has returned and  posted it I can see that according to the tracking code that it's on it's way back. This was a board game (not an expensive one, only £26) but it was sold sealed in the shrink wrap and brand new, it's rare to find new these days though as it's an 8 year old game.

The question is how much could I reasonably ask for if the board game has been opened and used (i.e. if card board tokens unpunched rom the cardboard holder inside and playing cards have been unsealed and used in play) ?

I think I read somewhere that I can claim up to 50% of the sale value if I find that to be the case.

Should I do an unboxing video when I have the item returned (I heard that eBay don't bother looking at those).

What is the procedure ? do I have to message the buyer and say 'hey you used that and because of this I cannot offer you a full refund only a partial refund, does x amount of a partial refund sound ok ?'.

If the buyer disagrees then what evidence if any can I provide to eBay if there's a conflict between myself and the buyer ?

I'm thinking that some of you will say 'It's only £26, just let it go, refund the full amount and block the buyer' but I'm thinking that this could be a probe to see if I'm a soft touch and then the buyer will then get his friends to try it on with a more expensive item I have for sale. It could be that the buyer has harvested components from my board game because he had the game but had lost components that he needed and he just wanted them for free. The buyer account is over 4 years old but he has little to few purchases over the years although they are all positive.

For me, this is more of a learning exercise  for the process more than anything (this is what  I am principally interested in). Also there's the danger of the buyer marking my currently unblemished 100% positive feedback I guess if I don't give him a full refund after he decided to use my item like a rental item maybe and lower it's value in doing so.

Any tips, advice on the process and what I should expect and prepare for with this process would be much appreciated.

[4_bathrooms · Accepted solution]

---

@department28 wrote:

'You are unable to deduct anything from the refund and will need to refund the full amount paid by the buyer.'

If the item is returned opened/interfered with, I assume the seller can appeal? A new game that has had the shrink wrap removed would be massively 'devalued'.

---

Once the return tracking shows the item has been delivered a "Report a problem" link appears. From there the seller chooses a reason for reporting the buyer (i.e. "Returned used"). Ultimately I believe the OP will end up refunding in full even if they report the buyer.

If a different item or an empty box is returned a seller can file a report with Action Fraud before clicking that link. In the eBay report the seller needs to select "Returned a different item" (or the most appropriate reason) and provide the reference number obtained from Action Fraud. eBay usually funds the refund themselves in such a situation but I highly doubt the buyer in this case is going to return something different or an empty box. 

[dafern65]

Many thanks it seems in this case I'll just have to take the hit but it will be a real bummer. But say (hypothetically !!) it were a Rolex watch I sold him and it was returned with some of the internal cogs missing and 20% of the gold links missing from the wrist strap then it would be Action Fraud and then report a problem to eBay.

But this sure is a free and easy path to fraud - a weakness in the eBay process that 'could' be exploited by scammer buyers; I guess the buyer can only do it a certain number of time before eBay spot them and shut them down though.

[department28]

Perhaps you could let us know what happens? It would be interesting to know what condition the item is in, when you receive it back. 

It can't be right for a buyer to open a shrink wrapped game, maybe fiddle around with it, decide they don't like it - and be entitled to send it back for a full refund...

[kyanyama]

As the others have said you will need to wait until you get the item back but you have still not mentioned whether the buyer opened a case or not.

If they have opened it and returned an item not in the same condition as sold you must report the buyer.   But before doing so report it to Action Fraud and obtain a crime number.  It's a hassle and lots of sellers just can't be 'bovvered' so more buyers get away with freebies than they should.  When you report the buyer you can then include the crime number which often helps your case with eBay.

I have only had to do it once.  Buyer purchased an item and made a chargeback with his bank stating he didn't order the item.  I reported him to Action Fraud, got the crime number and reported him to eBay.  I also told him I had reported him to Action Fraud and said, "don't be surprised if you get the cops banging on your door")🤣.  Not that they would but he returned my item (in the same condition - thankfully) and paid for the return postage.  I blocked so he couldn't mess me around again.

Not pleasant to deal with but the more you fight your corner the less you will be ripped off!  And luck gets better the harder you work!

[jckl1957]

Genuinely, you cannot report a buyer to Action Fraud because they:

Bought a game from you

Opened the shrinkwrap

Changed their mind and asked to return the game.

That is not fraud.

That is a person who bought a game from a seller who offered returns and then decided they didn't like it.

[kyanyama]

---

@jckl1957 wrote:

Genuinely, you cannot report a buyer to Action Fraud because they:

Bought a game from you

Opened the shrinkwrap

Changed their mind and asked to return the game.

That is not fraud.

That is a person who bought a game from a seller who offered returns and then decided they didn't like it.

---

https://www.ebay.co.uk/help/policies/member-behavior-policies/condition-returned-items-policy?id=476...

Condition of returns policy overview
What are the guidelines?
Why does eBay have this policy?

If a buyer returns an item, it should be returned in the same condition in which it was received, and it should include all items that were in the original package.

i.e. not unsealed / not interfered with.

[jckl1957]

I don't know why you are quoting Ebay's Ts and Cs.

You said 'report it to Action Fraud and obtain a crime number'.

Taking the wrapping off an item you have bought before deciding you don't want it is not a crime.  (Not in the UK anyway.)

It is not fraud either.  This is the definition of fraud - from the Action Fraud website:

Fraud is when trickery is used to gain a dishonest advantage, which is often financial, over another person.

You can report the buyer to Ebay if they return the item in a different condition.  Ebay won't tell you what action, if any, they take.

It is worth saying this is all hypothetical as the item has not been returned to the seller yet and may still be in the same condition as sent.  Potentially, it simply is not quite what the buyer expected and they have asked for a return as permitted by the seller.

[dafern65]

It is a kind of fraud if the buyer buys it, takes components out of the box (known as 'harvesting' in the eBay world I believe) and then returns the item with a 'Just did not like it' reason.

[jckl1957]

Did I say that would not be fraudulent?

No, I said:

Genuinely, you cannot report a buyer to Action Fraud because they:

Bought a game from you

Opened the shrinkwrap

Changed their mind and asked to return the game.

That is not fraud.

That is a person who bought a game from a seller who offered returns and then decided they didn't like it.

As the seller, when you get the item back, you must decide what to do.

And, moving forward, you must decide whether to offer 'change of mind' returns at all.

[dafern65]

That is correct, that is not fraud. But if they take and keep items from the purchased item and then the seller sends you an incomplete product that is certainly potential fraud.

Say, I bought a Rolex from you and sent it back to you with a full refund request but I kept the  gold wrist strap but sent you only the face of the watch only - that's fraud is it not ?

That's what I'm getting at.

[jools1953]

Perhaps you should change  your settings to no returns accepted to avoid any problems in the future. 

[dafern65]

With 'no returns accepted' they can still return the item but I don't think they won't have the return option reason of  'I just didn't like it'; instead if they have buyers remorse, they could use it and then just return it as 'item not as described' and then  that will open up a similar set of problems for me.