Hit with a Defect not close to my fault

[hobgoblins-cupboard]

Hi Everyone

Just throwing this out there, I sold a food item, which I clearly stated was not to be eaten was a prop had expired and was a collector’s item. The buyer didn’t read this information ,bought the item and 2 weeks later complained to Ebay that he was sold an item that had expired. Ebay not only gave him his money back, the guy didn’t return the item to me and Ebay hit me with a defect!!!!! Seriously???? Anybody had this wonderful experience?

Kate

[ichopshop]

Do  you accept returns on this item?

Ian

[momcqueen]

You have to accept any Return for Refund requests sent your way.

[ichopshop]

So looking at some of your other items I see you don't accept returns.  That's where the problem is.  You've told ebay you won't accept a return on the item you sell so why would you expect to get the item back as part of a buyer issue resolution?  To be fair, I had to learn that issue the hard way as well and it probably cost me a lot more than this cost you.

I have returns on all my listings (I think) set to customer pays return shipping.  This of course isn't always the case as some issues requires the seller to pay return shipping.  Depending on the item I often don't require the buyer return the item.

If you want to keep no returns you have to be prepared to issue full refunds (or partial if possible) to customers who aren't satisfied and resolve the issues without ebay having to settle it.

Ian

[ypdc_dennis]

If it was your:

Kellogg’s Froot Loops Cereal Canada’s 150th Birthday Anniversary Cake PROP

"PROP" should have been the important first word -- not the last.

But far more importantly -- if it is not to be eaten then do not list in

• Cereals & Breakfast Foods

It's only a collectible at that point and should have be listed as such.

-..-

[femmefan1946]

It's called a Learning Experience and we all hate those.

Takeaways?

No returns does not mean No REFUNDS.

Choose your categories carefully.

Use Cookie Jar Insurance.

Which just means add a few virtual pennies to a virtual Cookie Jar for every sale as a self-insurance premium.

If something goes wrong, take the cost of fixing it from the Cookie Jar .

[pjcdn2005]

Your listing was fairly clear although I agree with the other poster that it would have been better listed under collectibles rather than food.  If this situation would have happened a year ago, you probably would have won but in the past few months, ebay is not looking at an 'evidence' in 'not as described' cases. If the buyer files a case, they expect the seller to either click on return for refund or just refund without requiring a return. If a seller refuses the return, ebay will either refund without one, or force you to pay for a return and refund. Once they are asked to step in, your chances of getting a defect are high.   I don't agree with the way they are handling these situations but that is the way that it is right now.

[pjcdn2005]

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@ichopshop wrote:

So looking at some of your other items I see you don't accept returns.  That's where the problem is.  You've told ebay you won't accept a return on the item you sell so why would you expect to get the item back as part of a buyer issue resolution?  To be fair, I had to learn that issue the hard way as well and it probably cost me a lot more than this cost you.

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@ichopshop

The seller still has the right to require the item be returned for refund even if they have a no return policy. But if the seller ignores the return request or refuse the return, there is the chance that ebay will force the refund without a return.

[femmefan1946]

I don't agree with the way they are handling these situations but that is the way that it is right now.

Preach , sister!

[tyler@ebay]

Hi @hobgoblins-cupboard - I'm sorry to hear about this experience you encountered. 

In a situation where a return request is opened we always allow time for you as the seller to review and respond to the case. In situations where a return is accepted voluntarily (even if your listings says no returns), or a 'Not as Described' reason code is used, if we are asked to step into the return we will typically ask you to accept it back and issue a refund. 

We do not allow the buyer to keep the item and issue a refund without involving you directly. In most situations this would look like us placing the escalated return on a hold (usually five days) and requesting you provide a means of return shipment. This should always be communicated to you via email/eBay message. 

If you'd like to have this reviewed for errors or have someone take you through our process on this I'd definitely encourage you to reach out to Customer Support, by phone or social media (we have a great Facebook and Twitter team). Thanks!