buyer returned item not in the same condition..

[ateep22]

i sold 50x of an item. individually wrapped in factory packaging. my policy is no returns but buyer went through buyer protection bullsh-t and won (big surpise). i got the 50x items back today...they are all open and practically cant be sold as new again. its like they purposely opened each item, put it back in the packaging, and shipped it back. im not a freakin home depot here. now all my items look 'used' unless i can professionally pack it back up myself. what can i do about this? thx

[Gamefreak]

Contact ebay yet? Issue partial refund?

[AmazonStealth]

Time to get creative. You may have to charge a 15-30% restock fee, which you have the right do to if listed in listing. This way you can sell them individually for cheaper and you wont lose money.

[Sandy D]

Did you contact the buyer and tell them the item was not return as it was shipped to you and therefore you cannot offer a full refund?

I do some some bulk items in boxes and when this happened to me a few years back I know have a video camera on a tri pod to shot video of anything that is expensive or multiple items. Only takes second with remote to show the items as they were placed into the box and sealed. PITA but it has saved me a couple of times.

[zoneout]

Right but OP said he lost on a SNAD so I don't think there is anything he can do at this point. Calling eb most likely will be a waste of time.

[GreenBean]

OP,

Have you a rival perchance?



For future, re-do your return policies. Pay attention to Sandy's suggestions, not just in this thread but elsewhere. Rewrite the refund policy. That must be done as a protection for yourself.

Man, I hate these types of buyers.

But you have to learn quickly to define your listing in such a way to give yourself a bit of an advantage. Control the buy and not the other way around.

[vogeltron]

Please do report them to eBay even if you don't get reimbursed. The more complaints now buyers get from sellers they may get limited and kicked off as well.

[ateep22]

i had no control of the money..it was in my pp, then they opened a case, the money went negative, i got the item back, then it refunded them 80% of it. I somehow got 20% of the money..but like i said i had no return policy and i had no control of what happened with the money. but even if i got 20% of it, shipping was included and my ebay fv was still charged the full amount of the price. so technically i didn't get any money out of it and now im stuck with bunch of used items that are new.

[rsot]

OP, you have some physical proof of shipping them in packaging? What was the original claim - SNAD or defective?

[ateep22]

What do you mean by physical proof? and it was SNAD. complete bs.

i saw checked their fb, they bought very similar items from other ebay sellers. so either competition or bought several from sellers, returned the ones they didn't want, and kept the ones they did.

how do i avoid this next time? what steps do i take? apparently SNAD scam is a buyer friendly thing and ebay/pp always favor buyers in a snad claim.

[Dan32]

Originally Posted by AmazonStealth

Time to get creative. You may have to charge a 15-30% restock fee, which you have the right do to if listed in listing. This way you can sell them individually for cheaper and you wont lose money.

Quick question about this... If we list the item as "no returns" but the buyer ends up opening a protection case for whatever reason.

Now in this situation you can't charge any restock fee because return policies weren't stated in the listing, correct? Or are you still able to charge a restock fee?

If we accept returns in the listing, and state a restock fee we can then charge that fee regardless, even if a buyer protection case is opened?

Thanks

[ateep22]

ya..thats what im wondering..ill gladly accept returns if i can charge a 20% restocking fee when they do a return and/or they open a case.

[Sandy D]

Those professional type buyers already have this figured out and wont return without saying something is damaged etc.

The old bait and switch is also alive and well on ebay and from others postings it seems to be getting worse.

[albertldee]

wow sandy, eye opener for me now never know

it wouldn't be a bad idea to invest in a $10 web cam when the package return use the webcam to record showing the condition u receive it from the delivery company and record while opening it
I use to work for a company processing return we ask the customer do your phone have liquid or physical damage sometime they said now, when it arrive at the RMA department they take a picture of the box un-open also when it's open, people would try to scam the system saying it wasn't dent or water damage it must have happen during shipping we would email them the picture showing a perfect box arriving
just a thought for those who sell expensive item

[Sandy D]

If you have read any of my past post I was forced into doing this many years back when buyers of my particular category was doing a ton of bait and switch.

So I started running video on the packing, boxing and taping of any expensive item, then if any returns I ran it again.

You dont know how many times I have told a buyer that the item should be in the same condition as I sent it because I did a video of it all and it will show if it is not. Then I dont see the return item!!!

[dallasreed]

I would suggest taking photos of any high value items and the packing job before shipment, then insure or ship ups which includes at least 100$ insurance. If the customer returns i would suggest insuring the return shipment as well. That way you have documentation to deal with both a paypal dispute and an insurance claim if needed.