I am absolutely furious.

[4545ann]

Hi ebayers, 

Can anyone advise? I sold a Christmas light last week. The feedback was " perfect thank you so much." 10 days later she open a complaint saying it only arrived today and is damaged, I rang ebay who said I must pay her to return it to me and I must repay her. I have proof of delivery and her feedback, but I now will have to refund her. This is appalling. Any one have any ideas what I can do? Ebay is dreadful,no protection for me at all 

Many thanks for reading

[cliveski2004 · Accepted solution]

I had a similar issue with a buyer previously.

Sadly misuse of the "buyer protection" policy means that if someone claims an item is not as described* they can return it to you, at your expense, for a full refund. Even if you state 'no returns'.

* or arrived damaged, and possibly other reasons too.

In respect of who pays for the return postage - I know I had to pay for it in my case - and that was the real kick in the b@lls.

I now offer to accept returns with 'buyer pays for return postage' . . . I haven't had another returned item since so I do not know if I would still be liable for return postage or not if someone else claims my item was not as described again - I would like to know that answer!

[4545ann · Accepted solution]

Hi,
Thank you so much for replying. I feel your pain. It is pretty awful and
doesnt matter if you are a completely honest seller it counts for nothing
when you have shoddy people. It has certainly put me off selling for a
while. I like your response that returns accepted with buyer paying
postage! Sadly, I should think ebay would soon override that.
Here's hoping you dont have any more kicks in the balls in 2021!
Thanks again
Kind regards
Ann

[tom-sales-london · Accepted solution]

To be fair this is a good point, I've sent a couple of items that the buyer felt were in worse condition than they'd have liked (although I'd listed it as such) and both times they've actually paid themselves to send it back!

It's worth also adding offering "buyer pays return postage" the buyer can actually claim the return postage back through the PayPal "returns on us" scheme if they opt in to it. Not perfect when you lose the outgoing postage cost but better than the possible hassle/being forced to return.