1 ACCEPTED SOLUTION
Accepted Solutions
@OP (because that name is not one that trips off the tongue or is readily typed),
If you have the receipt from an authorised reseller of Nike shoes, it could be worth your contacting eBay CS via chat, and stating that you have the actual receipt from an authorised reseller. Explain that on that basis, it would not be correct for eBay to force you to accept a return, particularly as you are worried that the buyer may do a switcheroo.
Ask if you can email a scanned copy of the receipt to the rep. Ask also if, having received it, the rep would be prepared to close the return request on the basis of this being a fraudulent claim.
eBay's Report an issue with a buyer help page
❝When to report a buyer
You should only report a buyer if you think they're violating our policies. Here are a few examples of when to report a buyer:
- [...]
- You believe the buyer is making a false claim
- You believe the buyer is misusing eBay Money Back Guarantee or the returns system
- [...]❞
Reporting the buyer is as simple as clicking a button, choosing the relevant item number, and outlining clearly what the behaviour is, and which policy or policies you believe it breaches. (I suggest in point form to avoid getting carried away with writing a three-act tragedy - oh, how well I know the three-act tragedy temptation!)
This is the Abusive buyer policy
Specifically, this is the sort of breach that you allege is occurring:
❝Behaviours we don't allow
[...]
Not allowed- Claiming an item was not received when it was delivered
- Claiming an item was not as described in order to return the item when the seller did not offer free returns❞
(Rubrication mine.)
However, do not allow the eBay CS rep to escalate the claim/dispute unless you have in writing that they will find in your favour, automatically closing the dispute or words to that effect.
The retail shop from which you seem to have purchased these is certainly an authorised seller. F**tl*cker do, however, have these listed on their online shop for less than half of the price for which you listed them. It is entirely possible that the buyer kicked him/herself after seeing that; the number of people who compare prices AFTER buying something is surprisingly large.
You can put it to the CS rep that this gives the buyer motive for wanting to return the items for a full refund by misusing the eBay Money Back Guarantee with a fraudulent claim of "not authenitc". Wanting to return an item because the buyer found it cheaper elsewhere is not a reason for initiating a SNAD return. It's classed as a change of mind return, and you have stipulated "no returns" (which means no change of mind returns) in your listing, so the buyer's options are to
a) suck it up, or
b) make a false claim.
Bear in mind that when communicating with eBay CS staff, you must be polite, persistent, and patient.
Best of luck.
If it is a formal return case then provide a return label with tracking to the buyer via email.
And upload the tracking info into the case.
Once you receive the item back, then refund.
Don't ask ebay to step in or buyer will automatically get refund and keep item.
The only way to know if the item coming back is the same is if there was a mark somewhere you knew about.
Even if you were to mark sneakers, the eBay system doesn't allow for that kind of protection.
All sellers on eBay are required to offer returns if the item is not as described or faulty.
The No returns you can select in eBay listings is for change of mind or buyer error returns only.
In your case the buyer is saying it is not as described.
He may be lying of course but not much you can do except accept the return and hope he sends the same item back to you.
@OP (because that name is not one that trips off the tongue or is readily typed),
If you have the receipt from an authorised reseller of Nike shoes, it could be worth your contacting eBay CS via chat, and stating that you have the actual receipt from an authorised reseller. Explain that on that basis, it would not be correct for eBay to force you to accept a return, particularly as you are worried that the buyer may do a switcheroo.
Ask if you can email a scanned copy of the receipt to the rep. Ask also if, having received it, the rep would be prepared to close the return request on the basis of this being a fraudulent claim.
eBay's Report an issue with a buyer help page
❝When to report a buyer
You should only report a buyer if you think they're violating our policies. Here are a few examples of when to report a buyer:
- [...]
- You believe the buyer is making a false claim
- You believe the buyer is misusing eBay Money Back Guarantee or the returns system
- [...]❞
Reporting the buyer is as simple as clicking a button, choosing the relevant item number, and outlining clearly what the behaviour is, and which policy or policies you believe it breaches. (I suggest in point form to avoid getting carried away with writing a three-act tragedy - oh, how well I know the three-act tragedy temptation!)
This is the Abusive buyer policy
Specifically, this is the sort of breach that you allege is occurring:
❝Behaviours we don't allow
[...]
Not allowed- Claiming an item was not received when it was delivered
- Claiming an item was not as described in order to return the item when the seller did not offer free returns❞
(Rubrication mine.)
However, do not allow the eBay CS rep to escalate the claim/dispute unless you have in writing that they will find in your favour, automatically closing the dispute or words to that effect.
The retail shop from which you seem to have purchased these is certainly an authorised seller. F**tl*cker do, however, have these listed on their online shop for less than half of the price for which you listed them. It is entirely possible that the buyer kicked him/herself after seeing that; the number of people who compare prices AFTER buying something is surprisingly large.
You can put it to the CS rep that this gives the buyer motive for wanting to return the items for a full refund by misusing the eBay Money Back Guarantee with a fraudulent claim of "not authenitc". Wanting to return an item because the buyer found it cheaper elsewhere is not a reason for initiating a SNAD return. It's classed as a change of mind return, and you have stipulated "no returns" (which means no change of mind returns) in your listing, so the buyer's options are to
a) suck it up, or
b) make a false claim.
Bear in mind that when communicating with eBay CS staff, you must be polite, persistent, and patient.
Best of luck.
I want to reiterate to you that you DO NOT WANT TO ASK EBAY TO ESCALATE THE CASE - unless you can be sure that the case will immediately close in your favour.
If the case is escalated, it is almost always in the buyer's favour.
For the same reason, you want to avoid having the buyer escalate.
In order to avoid the dispute going in the buyer's favour, you will need to keep on contacting eBay CS reps via chat with all of the information, politely explaining the situation in point form, and politely asking that the case be closed in your favour.
You will want a CS rep who will follow your argument and accept the points that you are making, rather than one who just reads from a cue card and quotes the usual procedure or pieces of policy.
I believe that you can ask to speak to a supervisor or claims specialist; however, I can't verify this as I've never had to do so.
The explanation/request should proceed in a way similar to this:
- The buyer is claiming that the shoes are not authentic, apparently on the basis of "a friend" who says it's not authentic.(This friend is not a Nike representative or official.)
- Please look at the message in which the buyer states this. I received this message The message was sent xx-Aug-20 at 15:07 (or whatever the time/date was).
- This sort of hearsay is not one of the accepted/approved ways in which a buyer is supposed to be able to demonstrate that an item is not authentic. Under eBay's Money Back Guarantee policy
- Because the buyer's reason as shown in that message is based upon such lack of evidence, there is no valid reason to accept the buyer's claim.
- I have a receipt from the authorised Australian seller from whom I bought these. Please provide me with an email address to which I can email the scanned copy of the receipt.
- I have a signed Statutory Declaration in which I assert that the shoes were indeed original. I will upload this / email this as required. Please let me know how to provide this to you now.
- I have "no returns" on my listing. On the basis of the buyer's flimsy excuse for claiming that the shoes are not authentic, and the evidence that I provide showing that the shoes are authentic, it is my belief that the buyer is attempting to return these authentic shoes for a refund via a SNAD claim only because he/she cannot return these items for a "change of mind" reason.
- The buyer may have discovered that these shoes are currently available (from the seller from whom I purchased them) at a considerably lower price, and I believe that this may have precipitated the buyer's desire for a refund.
- It is therefore my view that the buyer is "claiming an item was not as described in order to return the item when the seller did not offer free returns", which is a breach of the Abusive buyer policy
- On the basis of these points, I ask that you intervene manually and close the case because the buyer is making a false claim.
It's really important to go through these points in a consistent way, getting the CS rep's agreement to the points made. Wait for agreement on one or two points before you go to the next point, if that's possible.
Keep it simple, straightforward, and logical. Keep emotion out of it. Point out the facts, and point out eBay's own policy.
