Hi,

Please can you advise if eBay is going to review the current inadequate returns process and what it is currently doing with users who misuse the returns?

I have had really poor experience with this recently where a customer contacted me saying “when I touch the ribbon the wording just rubs off, what are you going to do about this before I leave feedback”.

We explained that the wording does not just rub off when touched but scraping at it a number of times will cause it to fade.

She then opened a return saying the item was defective, I had no option to respond to this return whether this was to decline it or even comment on it.

The item was returned to me and I was shocked a the state it was returned, the ribbon was cut up into 3 pieces. One piece was hot glued to the inside of the envelope on the carboard reel we send our ribbon out with. The other 2 pieces were scrunched up and put into the envelope causing creasing along the lengths. We also tested the ribbon and the wording did not come off by simply touching it, It didn’t even fade after scraping it so she was clearly lying and we have photos and videos to prove this.

Due to the state the ribbon was returned in, I contacted eBay via chat and was told to send the buyer a message explaining the state of the return and why we were not told about the damage beforehand. They advised that once I have sent the message I should report them and wait until the 7th February before I can then ask ebay to step in and be covered by the seller protection.

I followed the advice of the eBay representative, and was accused by the buyer of being abusive, threatening and making false claims.

I did not send her a follow up message.

On the 7th February before I could raise this with eBay, the buyer raised it with you and was refunded in full coming out of my pocket. There was no investigation into this, no allowing me to put the truth across and evidence I had to prove she was lying.

I am not out of pocket not just for the item but the returns postage for someone who has damaged an item which is well beyond repair and has no resale value.

Due to this I contact yourselves again and spoke to the representative on the phone, she basically told me I should have issued a partial refund. She also said consumer laws says the buyer is entitled to a refund.

This is wrong, “IF” the item is damaged or defective it is down to the seller to offer a repair or replace for the item they do not have to refund. If a buyer no longer wants an item they must return it in a resalable condition for a full refund. The buyer sent the item back completely damaged so I am unable to resell it, it was not defective in any way shape or form so she was not entitled to a refund.

Why will eBay not allow sellers to prove a buyer is misusing the returns and being fraudulent ? Instead you just let them abuse the system and refund out of my pocket, this is wrong and does not follow consumer law.