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.

[ruby*tuesday]

Buyers are covered by the Ebay Money Back Guarantee, so yes they have the upper hand. You need to Accept the Return within 3 Business Days. If you don't you will loose any Final Value Fee Credit and will receive a Damaging Defect on your Account. You can generate the Returns Label through the Case.

Feedback left isn't taken into account as it can be left in error. Sorry but you did sign up for Ebay's Terms an Conditions when you Clicked Accept on the Ebay User Agreement.

[badgeman27]

I have had a sililar issue. Three items were posted to the buyer in the same packet. One item received by the buyer had positive feedback meaning that he MUST have received all three but he claimed non-receipt of 2 of the 3 items. So he didn't claim an error for feedback for the one item and as I didn't send them with tracked shipping (but I did have proof of posting) it was my problem and eBay refunded the buyer.
So....... if I sent the three items tracked and signed for, I could have omitted 2 of the items, that way because the items were tracked & signed for, eBay would have to refund as I can prove delivery. Because I couldn't prove delivery, I had to pay!! It seems an easy way for some unscrupulous dealers to make money - send 1 out of 3 items, tracked & signerd for and if the seller claims "non receipt" of 2 items, provide the tracking details!!!!! Is this allowed by eBay?

[sashababy64]

I feel your pain, I had problems a few years back, with customers buying items, and then saying they were damaged etc, so I was giving out refunds left, right and centre, if you sold this just before Christmas, I would expect they just wanted free items. I am more wary about the goods I sell and when I sell them. Mine all happened around Christmas. Since then, I haven't had problems.

[4545ann]

Hi
Thank you so much for taking the time to reply. Yes, it is awful isn't it.
?I quite agree with you about not selling at Christmas. To be honest, I am
not a big seller but it has put me off completely even selling at all.
Perhaps I am naive but I would never ever dream of doing such a
shoddy thing so I didn't expect it in others. I was also surprised at the
complete lack of support from Ebay. They did not listen or take my side,
everything was focussed on the cheating buyer!
I hope you have not had any more ghastly experiences.
Thank you again for contacting me
Kind regards
Ann

[snap-it-up-now]

Hi

As usual sellers have no rights 

Its a bitter pill to swallow.

You just have to put up with it.

[4545ann]

Hi
Thank you so much for replying. Yes, you are so right. Its just
disappointing . However, I have learnt,,!
Kind reregards
Ann

[ropeseller23]

Ebay is totally buyer biased -it`s in their terms and conditions and any effort you make to dispute it will be a waste of your time .Suck it up and move on but remember to block the sly buyer.It`s not unusual at this time of year for seasonal items to be returned now the holiday is over with claims of unsuitability etc etc.

[4545ann]

Thank you so much for replying. I really appreciate it. I have learnt my
lesson, thanks for the advice to block the person, I never thought of that.
Best wishes
Ann

[rusticrye]

Hi Ann.

As already advised, feedback can't be taken into account as it can be left in error (and often is, as a browse through these forums will confirm).  And cases can accidentally be opened against the wrong seller too. As such, the first thing to do is to politely point the buyer at the feedback they left, and at the tracking number which shows delivery on x date and not today, and ask if they've confused you with another seller.  These things do happen.

But if the buyer insists that what they claim is correct (perfectly possible, as the carrier may have made a mistake when marking as delivered) ask them for photos of the item and the packaging, as it may not be worth paying to get the item back, and you'll need the photos to lodge a claim with the carrier for damage in transit.

And understand that there is very good reason for the system working as it does, which is that Ebay can have no idea what you actually sent, or what condition it was in when sent or received, as they were not present when sent or received, so have no choice but to accept a buyer's word for it when they claim Not As Described, as per their Money Back Guarantee.  They cannot get into disputes between you and a buyer.  Only a judge can decide if a buyer is a liar or scammer.

You agreed to comply with the MBG when you registered your account. If you dig your heels in and refuse to offer refund on return (or refuse to refund without the need for return if it's not worth paying to get it back), Ebay will either force you to pay for a returns label, or they will force the refund without the need for return. You will also have a damaging defect slapped on your account for failing to comply with the terms of the MBG voluntarily.

This may sound unfair, but it's the fairest it can possibly be.  The MBG is a very good thing (although you may not think that at present) as it gives buyers the confidence to shop with you and every other Ebay seller.  Without it, you'd be lucky to sell anything at all.  In fact, without it, Ebay would no longer exist.

So, to sum up, you will have to either refund on receipt of the returned goods, or refund without the need for return, and then lodge a claim with the carrier (or Packlink if you bought the postage on Ebay) for damage in transit.

I hope this has helped you get things in perspective.  Sending hugs. 🙂

@4545ann 

[4545ann]

Thank you so much, I appreciate you taking the time to write such a helpful
and informative response.
Many thanks

[m25jet]

---

@4545ann wrote:

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

---

In addition to the advice that has already been given, if you have not already done so add the buyer's User ID to your Blocked Bidders List.  If you are unfamiliar with how to do so click on this link https://offer.ebay.co.uk/ws/ebay/isapi.dll?bidderblocklogin and add the buyer's User ID to the white box that appears on the screen.  Once you have done that click on the Submit button beneath the box and from that point onwards the buyer in question will be unable to purchase anything else from you in the future, in which case she will not be able to cause you any further aggravation.

[areo2002]

Ebay is secure and responsible online service. You must sell good items on ebay.whatever if you recieve a negative feedback get it to make your works do not be fear. Also you can refund that person and your case will be closed,