Buyer just took me for $1800 thanks to eBay's returns policy.

[gtautospares]

Recently we sold a set of used automotive gauges that consist of the gauges themselves, wiring harness, mounting adapters and sensors. They sold for $1800 and were shipped to an overseas customer. A few weeks later a claim is open that the gauges do not work. (We test all used gauges before removing from cars)

The buyer then insisted he would only return the gauges as all other components had been installed on his car and it would cost too much to remove them (or he had other gauges and wanted to use these components). Either way we emailed the buyer and stated for a refund to occur ALL items sent had to be returned. The full item! They refused to do this and escalated the claim. I then received an email back from eBay stating that I should contact them if the full item was returned as they instructed the buyer to do so.

So back comes a box and we open it up. Surprise! Half the item missing. As the tracking shows a return eBay refunded the full $1800! I quickly jumped on the phone to eBay and got passed along to a "high value claims specialist" who according to eBay policies said the buyer was entitled to a FULL refund!! How is this possible?? He even went back through the messages and said he could see the buyer claimed he would not send back the full item!! How does this make any sense, it can't get any more black and white. The eBay representative also agreed he could see why we were upset but said if I wanted to further pursue the matter I should 

a: block the buyer so he cannot buy from us again

b: contact the polive to file a report

Ummmm hello, the buyer is in another country!! Seriously how can we operate under these rules???

[digital*ghost]

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@jdmspares wrote:

So back comes a box and we open it up. Surprise! Half the item missing. As the tracking shows a return eBay refunded the full $1800! I quickly jumped on the phone to eBay and got passed along to a "high value claims specialist" who according to eBay policies said the buyer was entitled to a FULL refund!! 

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This is so wrong 😞

And even if eBay decide the buyer is "entitled" to a full refund for sending whatever the heck they want back to the seller, eBay should pay for it themselves (I'd like to see how quick these policies were changed if eBay were constantly getting ripped off by people). 

I hope you are able to appeal this decision.

[duck---dodgers]

"high value claims specialist" who according to eBay policies said the buyer was entitled to a FULL refund!!

Question: "high value claims specialist" high on what?

Does ebay value a returned box with tracking more than it does with a returned box with original items?

What ebay policy was enforced in receiving a box with tracking but missing bits?

You can argue with ebay but you can't argue with logic.

[dazzledayz]

I don't know if it would help or not but there are a couple of avenues to try

1. Financial Services Ombudsman

2. Fair Trading NSW (eBay Aus is registered in NSW)

Under Fair Trading regs you are perfectly entitled to require the complete return so may be able to pressure ebay.

Similarly, FOS may be able to assist you in getting seller protection out of PayPal.

[i-love-my-sheep]

Don't give up. Keep persisting. I'm posting a link to a thread that might help you with some things to try. It's 14 pages long, but there may be some useful advice in there so I would recommend taking half an hour and having a read. Good luck and please let us know how you get on with it all.

http://community.ebay.com.au/t5/Selling/I-have-a-feeling-we-fell-for-a-scam-buyer-claiming-counterfe...

[horizon1907]

This is just out of Control. Take it all the way. This is THEFT. It couldn't be legal, just coz ebay says so. I feel for you and so will MANY others. Keep us all posted please.

[crazyplacecostumes]

That is both sickening and ridiculous!

I have no sage words other than to contac the Financial Ombudsman to discuss!!!

[cherry*135]

It is a flawed system. I don't think a return/refund system can work with a 3rd party (eBay or Paypal) who never see the items, making the final decisions. 

Especially not for used/preowned items.

[cherry*135]

Buyer has breached eBay's Buying Practices Policy

Not allowed:

• Returning a different item (for example, a used or older model of the same product or an empty box)

• Not returning the item in the condition that it was sent to you (for example, returning a TV without the remote control)

• Returning an item that has been damaged after being delivered

• Claiming an item isn't as described in the listing in order to circumvent a seller's return policy

• Not following the terms of the seller's return policy

• A pattern of purchasing items and receiving excessive refunds

[digital*ghost]

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@am*3 wrote:

Buyer has breached eBay's Buying Practices Policy

Not allowed:

• Returning a different item (for example, a used or older model of the same product or an empty box)

• Not returning the item in the condition that it was sent to you (for example, returning a TV without the remote control)

• Returning an item that has been damaged after being delivered

• Claiming an item isn't as described in the listing in order to circumvent a seller's return policy

• Not following the terms of the seller's return policy

• A pattern of purchasing items and receiving excessive refunds

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Yup.... But what do eBay advise sellers to do when a buyer does something like this? What help and assistance do eBay provide to ensure people don't take advantage of their system and get $1800 refunds from the seller when they're not entitled to it?

The best I found in the help pages was "report the buyer".