What should we do in case of the return fraud?

[combargain]

One buyer just opened a return case and reported that he received and used the item twice and the item is still in sellable condition.

He said we can sell it again and he asked for a refund.

Then we told him that only unopened or defective item can be returned.

Then he said he opened the package and the item is defective...

What should we do in case of the return fraud? Or what will the big sellers do in this situation?

[*tippy*toes*]

Ring eBay in the morning, or get them to call you back. Ask to speak to a supervisor and explain to them what's happened and get them to read the messages between you and the buyer. Make sure you tell them to read them all and highlight where the buyer says he used it and now is claiming he didn't.

Hopefully they'll close the dispute. DO NOT ask them to step in and help, even if they ask, otherwise the dispute will immediately be closed in favour of the buyer and they will be refunded and not have to return the item. 

If it was a new in package and he's removed the packaging and used it twice, then it's no longer new and not exactly able to resold.

[justkidzbiz]

DON'T accept the return either until you've spoken with eBay. eBay can close the dispute in your favour if you haven't accepted the return.

[combargain]

Called eBay and they reviewed the case. 

But they asked me to communicate with the buyer first and then I can escalate the case to eBay after a week.

[lyndal1838]

Oh dear, escalating a claim and asking ebay for help is almost guaranteed to see it closed in the buyer's favour....and they will not be required to return your item.

It is never a good idea to get ebay involved.

[collect247]

What are ebay expecting you and the buyer to communicate about?

The buyer is trying it on after using the item for what ever they needed to do with it and now want  to return it for a refund.

Surely CS can understand what the buyer is doing here,ebay should instantly tell the buyer no chance in this situation.

This kind of **bleep** is what got me booted off ebay due to ebays lack of comprehension lol.

You couldn't have been more clearer in what you have told ebay and they should be able to understand,

but dammed if I know why ebay sometimes don't have a clue.

Good luck anyway.

[springyzone]

I agree with you. Given the seller has that communication as evidence, you would think ebay should decide in their favour but whether they will or not is quite another thing.

I was a bit shocked last night over soemthing similar. I recently bought from a fairly big seller and was browsing through their feedback. They had several buyers who had given them a neg or a neutral, with feedback 'warnings' to other customers that this seller did not allow cancellations and money back.

I think in one or two cases, the seller actually had apologised (I wouldn't) & said the item had already been posted before they got the cancellation request.

It seems to me some buyers have the idea they are automatically entitled to cancel a sale after payment and get refunded as a matter of course & any seller who doesn't comply is unreasonable.

And I'm darned if I can see why any seller should be expected to take back a used item just for buyer change of mind.

[clarry100]

---

@springyzone wrote:

I agree with you. Given the seller has that communication as evidence, you would think ebay should decide in their favour but whether they will or not is quite another thing.

I was a bit shocked last night over soemthing similar. I recently bought from a fairly big seller and was browsing through their feedback. They had several buyers who had given them a neg or a neutral, with feedback 'warnings' to other customers that this seller did not allow cancellations and money back.

I think in one or two cases, the seller actually had apologised (I wouldn't) & said the item had already been posted before they got the cancellation request.

It seems to me some buyers have the idea they are automatically entitled to cancel a sale after payment and get refunded as a matter of course & any seller who doesn't comply is unreasonable.

And I'm darned if I can see why any seller should be expected to take back a used item just for buyer change of mind.

---

Absolutely correct.

Australian Consumer Laws don't require a vendor to accept a return for a buyer change of mind reason (buyer remorse).

The vendor may do so by their own choice tho.

Ebay seem to hold an entirely different vew to the laws of the land.

The only time this is a requirement is where the item is not as described/not fit for purpose or fails within a statutory warranty preiod.

[combargain]

As eBay customer service agents advised, we have accepted the return. They also warned us that the result can be worse if we want ebay to make the decision. I think they're too busy to read the messages and they're just sitting there and trying hard to close as many cases as possible. They said it is clear that the buyer is unhappy with the product and the buyer has reported it as defective, and eBay have no way to clarify it. Furthermore, as long as the buyer said the item is defective, we (the seller and eBay) should try our best to keep the customer happy and keep eBay a happy place for shopping.

Never mind. 

Tried. And moved on.

[thecatspjs]

So why post a thread about "fraud"

interesting

Thanks for your effort to make eBay a safer trading place .... lol