eBay no returns policy & problem with buyer

chokolat2

Hi everyone.
A buyer bought an item from me, and it was sent to them next day. However the buyer has said the item is not working, therefore wants an exchange.
The listing page clearly said "no returns" (although I know there are different laws to this) despite this, the item was accepted back.
Got the item back today from the buyer, and its working perfectly fine!!!
Clearly the buyer just does not understand how to use it...
I have offered the send the item back to the buyer or do a refund (minus postage) but buyer is demanding a new item!!
But why? If the original one is PERFECT!
Theres also 2 cases open, one on eBay and one on Paypal.

Wanted to ask those who may know more than me...
Who's in the right here?
I've clearly offered the buyer a reasonable choice of options....?

Hammyman

I've sent stuff out thats come back as not working but was fine. However having worked in a garage and been fully aware of the "it always has this problem until it goes to the garage" rule, I just accept that its possible it didn't work.

And if I'd bought something that didn't work but the seller claimed it did, I'd want a new one returning.

BTW, as you're obviously aware of the law then why are you illegally stating no returns?

The listing page clearly said "no returns" (although I know there are different laws to this) despite this, the item was accepted back.

There was no "despite this" at all. You had no other choice.

chokolat2

Hammyman wrote: »

There was no "despite this" at all. You had no other choice.

I understand this, but then, what does the "no returns" apply to then on eBay? Why they have this option?

GabbaGabbaHey

chokolat2 wrote: »

what does the "no returns" apply to then on eBay?

I have always understood "No Returns" to mean that the buyer cannot return the item just because they have changed their mind, or they don't like the colour, or have seen it cheaper, or whatever.

If the item is defective, or Not As Described, then eBay's rules apply instead.

chancesare_2

Refund, or let paypal or ebay do it for you and risk a bad mark on your account. Without meaning to sound harsh, the black mark will matter as you clearly don't sell a lot.

No returns doesn't apply as eBay and paypal allow buyers 45 days to decide an item is 'not as described'.

forgotmyname

Does make me wonder if buyers are bored & choose sellers with a no returns policy then claim a return
just to show the wording in the listing is a joke?

Teaching the sellers a lesson, From the posts i read some learn the hard way, They think they are clever
and refuse to accept the return parcel. Buyer proves this to ebay/paypal who refund.

So the original seller now has no money and no goods.

Uncertain

GabbaGabbaHey wrote: »

I have always understood "No Returns" to mean that the buyer cannot return the item just because they have changed their mind, or they don't like the colour, or have seen it cheaper, or whatever.

Even if that is so it is unworkable.

The buyer says it is not as described. Paypal won't want to get involved in examining the item and making a decision so they will just accept that. Providing the buyer has proof of return they will get a refund.

If it didn't work like this there would be a temptation for the unscrupulous to cause a fault or damage in order to get a refund which would be even worse for the seller.

Not ideal I know and in an ideal world everybody would be honest.

Sadly however........

Hammyman

Uncertain wrote: »

The buyer says it is not as described.

FWIW, OTTOMH there is no option to say "I don't like it so I'm returning it under DSR" and out of all the options available, not as described is what most people will select even if thats not what they mean or intend.

George666

forgotmyname wrote: »

Does make me wonder if buyers are bored & choose sellers with a no returns policy then claim a return
just to show the wording in the listing is a joke?

Teaching the sellers a lesson, From the posts i read some learn the hard way, They think they are clever
and refuse to accept the return parcel. Buyer proves this to ebay/paypal who refund.

So the original seller now has no money and no goods.

I agree with this in part but would add that any experianced scammer on ebay who looks at a listing with no returns written on it knows straight away that the seller does not really know how ebay works.
This would identify the seller to the scammer as a soft target one to watch if they sell anything the scammer wants.