Selling & return help

[silk-backing]

I recently sold a slightly higher end item, received payment, packaged it with care the same as every item I ship and sent it off.

The buyer sends a message saying the package arrived with one end open and the end of the aluminum tube the item came with looked trashed.  I replied and was then told it was no big deal.  A couple of days later the buyer messages again saying the item has faults in one component.  Again I reply that the item was exactly as described and there was no fault with the item other than what was in the listing.  The next message says the aluminum tube was scratched, a long way from trashed, and that there were more faults with the item and that there was a similar item for less money with a BIN that he wanted to buy so he wanted to return the rod.  The next message was an offer to accept $150 toward repair, which I didn't see for a few hours, and by the time I did see it another message stated that the offer expired and he wanted to return it.

The next message I get later that day is from ebay claiming that the buyer started a claim that item was not as described and that I should basically toe the line and send shipping cost to the buyer, get the rod returned and refund the payment.

Ebay customer support person stated that they wanted to partner with me as a seller to get this resolved, I replied to them describing the inconsistencies in the buyers messages, asked a couple of questions, and heard nothing for a couple of days.  The next message from ebay states that they have reviewed the claim and ruled in the buyers favor.  

The questions I asked customer support, and still never received an answer, were.....

What happens if the item is returned in the same condition that it was shipped and has none of the faults claimed by the buyer?

What happens if the item is returned with damage that could only happen through use of the item and was not there when shipped?

In other words, what is to stop a buyer to purchase a fishing rod from ebay, take it fishing for a couple of days and damage it, then claim that that is the way it was received?  And getting the seller to pay the return costs.

Also, if this item is received and there is deception by the buyer can I "Report this Buyer" for misusing the return policy?

Can I file a dispute against the buyer if this is the case?

Ebay seems to want its sellers to act like department stores and accept returns "no questions asked".

Hopefully a member can provide some guidance and answers, ebay customer support doesn't seem to want to help sellers, probably wanting to do as little work as possible.

[pjcdn2005]

First, was the package insured? If it was, you might want to ask for a picture of the rod and the packaging and make an insurance claim.  (If there really was damage)

What happens if the item is returned in the same condition that it was shipped and has none of the faults claimed by the buyer?

At this point, that might be the best case scenario as you will be out the cost of shipping but will still have the item in the same condition. Did the buyer state in the not as described case a specific problem?  You might be able to appeal the decision but before you do that, I suggest that you post all of the info in the ebay.com seller's forum as there are quite a few more sellers who post on that forum and who are more familiar than I am with appealing...fighting claims etc.  (When you post there, please use paragraphs as it makes it easier to read. 🙂

Because ebay made a ruling in this case rather than you telling the buyer to go ahead and return, you will receive an unresolved claim on your account. We are only allowed a few of those so it might be worth it to fight this case in order to get rid of the unresolved claim.

What happens if the item is returned with damage that could only happen through use of the item and was not there when shipped?

I haven't had this happen but based on what I've read in other ebay forums, but it usually ends up to be a he said she said situation as ebay can't know for sure what the item looked like when you sent it out.  If that does happen, it may help if you file a police report as the buyer would be committing fraud.The police won't do anything but you want to get a file number as ebay does tend to take the complaint more seriously when someone does file a police report.  Another seller received a totally different item back a few months ago and I believe that they did get their money back after a lot of work on their part. If that does happen to you, come back here and  we can look for that seller's thread for more info.

Also, if this item is received and there is deception by the buyer can I "Report this Buyer" for misusing the return policy?

Yes. Actually you might want to report the buyer now through the link and then follow up with a phone call.  I don't know if it is too late or not but different reps will give you different answers and you might find one that sees the buyer wants to buy something at a lower cost which would make it a buyer's remorse return. 

Can I file a dispute against the buyer if this is the case?

No, there aren't any disputes against buyers but you may be able to appeal.