Abusive buyer misuse of returns - unbelievable distress as a seller

[jewelry_secrets]

Recently I asked ebay to help me because a buyer chopped the back off a platinum diamond ruby and sapphire pin to wear as a pendant - the wrote in messages they did this

Then...next day they started a return stating it was broken or damaged

i had documentation from an independant appraiser it was in good condition from an independent party I was never asked to provide this document..

I accepted the return

I reached out to ebay because this item was damaged...and changed....I don't know how to cover these losses as a seller there is no shop on the planet that allows buyers to alter items then forces sellers to accept back an item that may never be sold again and/or is damaged

By reaching out and asking for help I have now been told I will not get my final value fee credit back...I am being charged for asking for help

I NEVER ESCALATED THIS TO A CLAIM I JUST ASKED FOR HELP UNDER DURESS

I tried to discuss with the high value team but feel I have no rights

I feel frightened to start this conversation on ebay  and feel I will be persecuted further for it but I am terribly distressed at the treatment I have had

[countessalmirena]

@jewelry_secrets,

I think the problem is that you appear to have ticked the "returns accepted" option. That overrides anything you say in a listing.

The Returns Accepted option is for change of mind returns, and it means you can't choose yes for this case and no for that case and so on. In my opinion, DESELECT that option.

You can still agree to ex gratia returns for COM return requests if a buyer contacts you and you decide to agree to that, but having a universal returns accepted policy (which is what you seem to have) means open slather for buyers such as this one.

I'm really not sure what to suggest in this specific case. You've already accepted the return, even though the buyer has butchered the item... I would agree that contacting eBay during business hours and talking through this issue is probably the only thing you can do now.

[papermoon.lady]

Jelly, I think that "no returns accepted" is only if the buyer changes his or her mind or does not like the item, but if they claim that the item is broken or not as described, the seller has to accept the return according to eBay rules.

[jewelry_secrets]

30 day returns are frightening for high value items -when you accept returns you see the period now on ebay is 30 days...it was better when it was shorter for high value items.... a buyer can wear a piece of jewelry or a handbag with tags on with a scarf over the tags send things back damaged and THEY DO....the cost of that damage is so high it makes it untenable to sell high value items with no protection because the wholesale cost is so high and other costs so high

I do accept returns but have the return turned off for automatic 30 day period because of so many damaged items sent back on ebay in the past over festive periods and holidays

[kopenhagen5]

You are incorrect.

You CAN refuse a return especially in your case whereas you have irrefutable evidence it was the buyer damaging the item.

You should have informed eBay of this before accepting the return.

eBay may have simply closed the return in your favour.

[jewelry_secrets]

further I think it is reasonable if I made an error for an item to be sent back and want to correct and fix that for a customer

but where I did the right thing acted honestly sent an item in good condition provided documentation and did nothing wrong I believe I should be valued and have rights as a seller - with the new policies I have no rights on ebay

it is unknown with the forced return what compensation if any I will get ...and against that ebay have now refused a final value fee credit...so it is reaching a point I am being misused and truly have no rights on this marketplace

this is not just affecting me I am certain

it is a cultural issue

I do not believe these policies should be set without understanding the ramifications or selling these items because long term it will make ebay untenable to sell within if you get treated this badly

The messages I have received are abrasive today I was cut off when I asked for help again on chat

I called ebay and cried for an hour and asked for this matter to be forward to the trust and safety team

I do not know if it will be

I do not feel I have any rights because so far my experience is outlined above and it defies belief

On paypal I could have provided documentation to refute the claim and they would find in my favor with that and with the fact the buyer states they altered this - here I have no rights as a seller

[domino-710]

---

@kopenhagen5 wrote:

You are incorrect.

You CAN refuse a return especially in your case whereas you have irrefutable evidence it was the buyer damaging the item.

You should have informed eBay of this before accepting the return.

eBay may have simply closed the return in your favour.

---

I rest my case.

[countessalmirena]

DESELECT returns accepted.

Just deselect it.

[janeababe]

The item was covered by MBG anyway, so I think the return process is out of the sellers hands, whether she accepts returns or not.  

J_S I’m very sorry this has happened to you, and it is definitely unfair.  
I don’t sell on eBay, so I really can’t advise you, but don’t give up. If you have to get a lawyer involved, then I would. 

This outcome is outrageous, and the fact that there is a 30day return option for an item that doesn’t have a motor, or any moving electrical parts etc, is absolutely ridiculous to say the least. It’s open slather for fraudulent claims, as you’ve mentioned.  
I really don’t know what the answer is.  But you have my sympathy.  
Best of luck to you. 
xxxj.

[jewelry_secrets]

ARTICLE IN THE GUARDIAN ABOUT SELLERS LOSING MONEY ON EBAY AND THIS TREATMENT

https://www.theguardian.com/money/2019/jan/13/ebay-sellers-scams-buyer-protection

[jellybirddesigns]

I really hope this gets sorted, but I don't think that Ebay is the place for selling these high priced items.

You're really just a sitting duck for anyone who knows what they're doing. There are so many scammers, one should only list what one can afford to lose.

I don't know what the answer is - maybe a high priced auction house would be a better avenue?