Buyer with 0 feedback buys and asks for a refund for a defect that doesn't exist
Recently I sold a LOL to a buyer with 0 feedback. After a few days, they open a refund case claiming that the LOL has crooked eyes. Normally, if there’s a problem, I take care of everything and sort it out, but opening another identical LOL, I noticed that the position of the eyes was the same. I went to get the same LOL from my daughter’s collection and this one is identical too. I report everything to the buyer and tell them that one defective LOL happens, 3 with the exact same defect do not. They reply telling me to search eBay for the same LOL, saying they found others with the eyes the way they say. I search and the first 4 links I find all have eyes like the 3 I have. 7 LOLs from evidently different lots (mine were bought in bulk by my wife 4 years ago). They reply by linking a LOL in Australia, the only one I found on eBay with the eyes finished differently, and say they want that one and demand a refund. Since I’m not a professional seller, but a private individual who occasionally sells things to clear out the house, I sell everything as is, as specified in the listing, which is my right. I’m more than willing to solve problems in case of defects, but if the defect is something the buyer made up, I don’t feel like taking on the return shipping costs and the original shipping costs. I think the buyer is someone trying to be clever and having fun like this, maybe they won’t even send the item back.
heavenwelkin
·3 years agoGood evening maxstell77
If you want to try, as a MATTER OF PRINCIPLE, to object by leaving eBay to decide the dispute, you can still do so and it's not said that eBay won't side with you (but the seller's position is the most awkward one by far), but know that if you managed to get your way the buyer could open a dispute with PayPal and, if still unhappy, could open a dispute with their credit institution asking for a chargeback.
ZERO feedback, the risk that he sends you a different item or an empty package certainly exists; in that case you would have no choice but to report it to eBay, which would then report the buyer.
I'm sorry for the inconvenience, unfortunately online sales are not without risks.
Kind regards.
maxsteel77
OP3 years agoI waited for the deadline indicated in the return procedure to expire and asked eBay to step in. As soon as the dispute was opened, the buyer immediately closed it, apologizing and saying that in the end he would keep the item. While the refund was active, he was insistent; as soon as I opened the dispute, he gave in right away. Also, the fact that he was already so familiar with the procedures made me think something was fishy. Already reported.
heavenwelkin
·3 years agoIf you haven't already done so, contact an operator and have the buyer reported, explaining what happened.
If the buyer collects more reports, it's likely they will be prevented from causing more damage on the platform.
I'm glad you took the risk by deciding to contact eBay and that in the end it worked out well.
Kind regards.
actar80
·3 years agoUnfortunately it works as they wrote to you, but I wonder whether the listing photo is the one that shows the item and whether the detail of the eyes is clearly visible. If so, how can the buyer declare that the item is not as described?
You could refuse and face a claim for non-conformity, but you should contact support preferably by phone to point out that from the photos the detail of the eyes can be seen and specify that that single specimen found in Australia could come from different molds from another production line. But all of this only applies if the photo(s) included in your listing show the detail of the eyes; otherwise, forget it and start the return process.
Remember that in the event of claims, if you rely on the automatic procedures and do not take action yourself with eBay, you will surely lose the claim. It's up to you whether to take the risk.
I also think it's right not to always give in to buyers' unfounded whims. This is my opinion, of course, whether you agree with it or not.
maxsteel77
OP3 years agohe claimed it was defective, but among the photos of other identical items and the links to the first 4 listings of the same item, I saw that all 7 lol were identical, so the defect, which by its very nature is an exception, could not exist in a repeated way in the first 7 items that came up. Anyway, I waited until I could ask for eBay's intervention and a dispute was opened. as soon as I opened it, the buyer closed it apologizing and saying he would keep the lol. Feedback 0 and experience with return procedures made me think of someone who commonly uses this tactic to send back empty boxes. I reported him.
actar80
·3 years agoGood then. In fact, as I wrote to you, the fact that there were many other similar ones meant that it was not a defect that, as you say, is 1 exception.
As for the issue of 0 feedback and the practice in return procedures, it could be that it’s 1 way to send back empty boxes, but it’s not certain. Anyway, you did well to report it.
sika700
·3 years agoUnfortunately, if they open a return request for item not as described, if you don't want to lose money and the item, you'll be forced to do it... willingly or not...
These are the risks of online selling and you have to accept them.
Best regards.
maxsteel77
OP3 years agoin the end, since I opened the dispute, they immediately closed it apologizing for the inconvenience. first they act pushy, and then as soon as ebay can step in they stop right away? in my opinion they scam sellers and ebay with the return procedures, sending back empty boxes. reported
sika700
·3 years agoI’m sorry but that’s not how it works... if you asked eBay to intervene, the buyer can’t do anything anymore, so it was eBay itself that closed it in your favor... you were lucky that he didn’t ask first...
Kind regards.
maxsteel77
OP3 years agoI asked eBay to intervene, and they closed the refund process and opened a dispute. Since there was dispute no. xxxxxxxxx, my funds were frozen, but right after that the notification came up (and I got the email from eBay) that the buyer had closed dispute no. xxxxxxxxx, including an apology for the inconvenience in the message. Maybe, as you say, I was quicker to open it for abuse of the refund process, but the fact is that he closed the matter right away.
marioelegio
·3 years agoIf you wait for eBay's judgment, you risk that they take the refund anyway and ....maybe they don't even send the item back.
So to minimize the damage I would accept the return. I know it may not seem fair but it falls within the risk you run when selling online.
bye
mario
maxsteel77
OP3 years agogiven the cost of the item and having to absorb 2 wasted shipments, with the risk that he would send back an empty box, I asked eBay to step in. as soon as I opened the dispute, the buyer immediately closed it, apologizing for the inconvenience. this makes me think he uses returns to scam buyers and eBay. I reported him, but I doubt this is the first account with 0 feedback to open an account for this kind of thing.