Buyers returning non-defective items as defective

[timelesstechtrove]

I primarily sell electronic components. Most of what I sell is pre-tested and functioning. If anything wasn't tested, it's described as such, or for parts/not working. As such, I don't anticipate many returns. Legitimate ones have been due to the buyer purcahsing the wrong part, which is understandable.

However, my recent experiences with returns have been frustrating. In the last two cases, buyers labeled items as "Doesn't work or defective" when they simply changed their minds. In one instance, a buyer returned an item citing it as defective. Upon testing it myself, I found it was 100% functional. I even resold it a few days later and received positive feedback from the subsequent buyer. Another buyer explicitly mentioned in a message that, "I’m pretty sure your board is indeed good - it just doesn’t work with my laptop," but still selected "Doesn't work or defective" as the return reason. I'm convinced they purchased the wrong model. Although they didn't return the item, they left negative feedback.

Today, I received yet another return request marked as "Doesn't work or defective." Needless to say, I was exasperated. I know the item in question is (or was) fully functional. The buyer mentioned in a message that they found a used one locally that works, and would like to return mine anyway, stating,"... so I want to return it either way, thanks"

I've recently started increasing my sales on eBay, and I'm curious if this is a common occurrence? I've identified several concerns with the return process that I'd like to address:

1. The buyer has nearly a month to return an item, which results in a significant loss of time.
2. Sellers must immediately cover the return shipping costs, although this can be reimbursed later.
3. Funds are placed on hold before verifying the buyer's claim
4. The buyer could have damaged the item (static shock, damaged trace, bent pins, etc.)

Do eBay fees get reimbursed in these situations? Is there a way to address these issues? Reducing the return window to seven days would slightly reduce the burden of concerns #2 and #3.

[byto253]

Sounds like you have had a bit of a bad run, and I think that category is more prone to this though.   

I have sold a lot of audio parts over the last few years, and some computer components but only had this once or twice.   As long as it remains at a manageable level it is part of doing online business.  I blame Amazon, as they have trained the masses to do mass returns and just make something up.  

For selling questions, I would recommend posting to the Seller Central forum instead of Buyer Central. 

[reallynicestamps]

Let me tell you the good news about Cookie Jar Insurance.

This is just adding a small amount (pennies or dimes) as a sort of self-insurance premium against problems to every asking price or shipping cost*.

Those virtual pennies go in  virtual Cookie Jar for the day when you get a bogus NAD claim, or a shipment is delivered late**, or you sell a Vergilschnitzer B-112003 and accidentally ship a Vergilschnitzer B-1112003.

Your costs for the return shipping or INR refund are covered by the Cookie Jar.

*Shipping cost allows you to add a Handling Charge which is not seen by the buyer, just added in to the S&H fee they will pay.

** Since the buyer is unlikely to return their "free" purchase, the Cookie Jar covers the loss while you make your claim with the shipper.

[timelesstechtrove]

Thanks! A bad run, indeed. It looks like you've been significantly more active than I. I'm shocked at the number of times this has occurred in such a short time. I fully agree that buyers deserve to get what they ordered, however I think eBay (and Amazon) need a method to deal with buyers that make false claims.

I'm not sure how to move this to seller central.. Perhaps kyle@ebaycan help

[timelesstechtrove]

Thanks! I'm already doing this to cover the cost of expansive boxes so that I can (or could, now that Canada Post is on strike) send items to the USA using the least expensive shipping method. May have to add a few more dimes, now!