topic Re: eBay return request related issues from buyer in Selling

eBay return request related issues from buyer

willie_sneakerhead — Sun, 16 Aug 2020 09:52:48 GMT

Hi eBay community,

Basically, I started to sell some items on eBay from this year. And I have encountered my first return request from a buyer today, but it is kind of strange. I have listed an Air Jordan 1 Sneaker in brand new condition. And a buyer bought it, and before I send it, I have provided everything to the buyer including proof of purchase, order confirmations, bank transactions, and details of the shoes in differnt views. Buyer has received shoes on Friday, and today the buyer just request the refund to say the shoe is not authentic without any supoortted information. Just the word to say not authentic. But I could be ensure that my shoes are 100% authentic which are purchased from an authentic Nike retalier sneaker store. And I asked buyer for more information, the buyer also did not reply me anything. And I could accept return if its for other reasons such as damaged, worned, etc. since it would be my fault. But not for this unauthentic reason without any supporting evidence. But I just worry about that the buyer would maybe send back the fake pair for the return. I belive this situation usually happend in the sneaker market for some scammer. What should I do for this scenario?

Thx a lot for your guys!and sorry for the inconvenience.

Re: eBay return request related issues from buyer

kopenhagen5 — Sun, 16 Aug 2020 09:58:05 GMT

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.

Re: eBay return request related issues from buyer

willie_sneakerhead — Sun, 16 Aug 2020 09:57:10 GMT

Thx a lot, as I also have a no return policy for this item on my listing. So, this no return policy makes no sense actually if buyer choose unauthentic reason for return, right?

Re: eBay return request related issues from buyer

kopenhagen5 — Sun, 16 Aug 2020 10:01:59 GMT

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.

Re: eBay return request related issues from buyer

countessalmirena — Sun, 16 Aug 2020 11:36:17 GMT

@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 states:

❝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 . Buyers whose behaviour demonstrates breaches as covered in this policy can be reported and it should have an impact on any decision made with a particular returns/refund case.

Specifically, this is the sort of breach that you allege is occurring:

❝Behaviours we don't allow

[...]

⊝ Don't make false claims

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.)

Report a buyer

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.

Re: eBay return request related issues from buyer

willie_sneakerhead — Sun, 16 Aug 2020 12:36:31 GMT

Thx so much! Your answer will be definitely a help. I have provided everything needed for the shoes. And just contacted the buyer, the buyer said his/her friend found it not authentic without any photos or other stronger evidence. But I have everything, that makes me feel confused. Might think he might be scammer or misuse of return. I will talk to eBay CS tmr. Thx mate, thx so much! You helped me a lot! Good night and stay safe!

Re: eBay return request related issues from buyer

willie_sneakerhead — Mon, 17 Aug 2020 05:18:47 GMT

Hi mate,

Sorry to bother you and good afternoon. I have contacted with eBay CS team, and told them something you told me to do. But they told me in this stage they cannot take any actions till 20 Aug. So, is it a normal process? The only thing they told me is to communicate with buyer.

Hope you have a good day!

Regards

Re: eBay return request related issues from buyer

tazzieterror — Mon, 17 Aug 2020 05:30:04 GMT

Is 20 Aug. by chance the same date after which the request can be escalated to a case? If you view the return request in eBay it should state this somewhere.

Yes, it's that's normal, but as Countess pointed out you don't want it being escalated unless you know it's going to go in your favour.

I'd be getting back on chat, hopefully finding a different CS agent, and trying again to get a commitment from them in writing.

Re: eBay return request related issues from buyer

willie_sneakerhead — Mon, 17 Aug 2020 06:35:18 GMT

yes, 20 Aug is the date the request will come to be escalated.

Thx for your information, I will keep trying for that to get the commitment for favour! Thx a lot

Re: eBay return request related issues from buyer

countessalmirena — Mon, 17 Aug 2020 13:41:29 GMT

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 , the buyer should provide strong evidence that the item is a counterfeit, such as third-party authentication.
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.

Re: eBay return request related issues from buyer

willie_sneakerhead — Tue, 18 Aug 2020 12:23:40 GMT

Hi there, thx for your information and help! Here are some updates:

I've tried a lot with eBay CS team, they won't close my case as usual since they said they do not honor a receipt as a proof of authentic even it is directly from an authorized retailer....

And the buyer today also replied me who said refund me for the fake item without any support such as photos, or something else. Really annoying for this case. I just feel like the buyer has a higher possibility to be a scammer or just kinda change of mind. He cannot provide me anything while I have given him everything needed. But seems eBay still not convinced by myself.

sorry for the inconvenience 😞

Re: eBay return request related issues from buyer

countessalmirena — Wed, 19 Aug 2020 01:39:00 GMT

That is poor decision-making on the CS rep’s part.

You should make a Stat Dec. In which state are you?

Re: eBay return request related issues from buyer

willie_sneakerhead — Wed, 19 Aug 2020 03:03:17 GMT

I am in NSW

Is this the one you mentioned? https://www.jp.nsw.gov.au/Pages/justices-of-the-peace/nsw-statutory-declaration.aspx

Re: eBay return request related issues from buyer

11dustyattic — Wed, 19 Aug 2020 11:46:33 GMT

@willie_sneakerhead wrote:
I am in NSW
Is this the one you mentioned? https://www.jp.nsw.gov.au/Pages/justices-of-the-peace/nsw-statutory-declaration.aspx

Australia Post have the stat dec forms and can witness you signing it, may have to be a manager but just ask at your local PO

Re: eBay return request related issues from buyer

willie_sneakerhead — Wed, 19 Aug 2020 11:53:03 GMT

THX mate!

Re: eBay return request related issues from buyer

willie_sneakerhead — Wed, 26 Aug 2020 00:27:20 GMT

Hi there,

Here is my update, eBay has forced me to accpet the return. And today I received my returned item from buyer, but it is an empty box without anything. What should I do for this? I have a complete video to show the process of unboxing.

Re: eBay return request related issues from buyer

tazzieterror — Wed, 26 Aug 2020 02:53:36 GMT

@willie_sneakerhead wrote:
Hi there,

Here is my update, eBay has forced me to accpet the return. And today I received my returned item from buyer, but it is an empty box without anything. What should I do for this? I have a complete video to show the process of unboxing.

I'm sorry to hear that—you've encountered a criminal.

I'd be reporting that to the police, and letting the buyer know as much. Unfortunately eBay won't do anything about it, as despite you having videoed it, eBay don't accept it as proof of anything. I'd still be reporting it to eBay though, and also asking them to check if this seller's account shows any pattern of similar behaviour.

How was the item returned—does it by chance show the weight of the parcel/box when it was lodged? That would be a good starting point as far as proving an empty box was returned.

But police, perhaps the Aus. Gov cyber crimes site—it's really up to you how much trouble you want to go to.

Without knowing anything further about the buyer, I'd personally be lodging police report, cybercrime report, and letting the buyer know as much.

Because I'm a vindictive a$$høle when it comes to malicious activity, I'd also be "leveraging" any social media accounts operated by the buyer that I could find to pressure them into repaying the money, or at least publicly shaming them for their theft, though I don't endorse others doing the same.

If you want, PM me the buyer's eBay ID and I can take a quick look and see if I have any other ideas.

Re: eBay return request related issues from buyer

willie_sneakerhead — Wed, 26 Aug 2020 12:23:42 GMT

Hi there,

Thx for your kindly information. eBay has asked me to provide them stat dec. After I uploaded that, eBay has reversed the outcome, as a result, eBay has granted my appeal. Now, I have been fully refunded as well. The story finally has a fair and happy ending. Thank you guys in this community to give me so many helps! Hope you have a good night and stay safe!

Regards

Re: eBay return request related issues from buyer

padi*0409 — Wed, 26 Aug 2020 12:32:05 GMT

Good outcome, unfortunately not all sellers get the same result.

Re: eBay return request related issues from buyer

tazzieterror — Wed, 26 Aug 2020 15:13:27 GMT

Glad to hear it—as padi mentioned it doesn't aways work out well for the seller in these kinds of situations, so you've done well!