Advice on someone wanting a return?

antispam246

I sold an item as a private seller in auction stated with "no returns accepted". The buyer contacted me upon receiving the item to indicate there was a slight mark on the item and basically they wanted a refund.

Now, the item was fairly expensive £300'ish and as far as I'm concerned what they've described the problem to be with the item just isn't the case. I feel they may just have changed their mind or basically trying to get out of having to buy it, which quite frankly I'm not having.

I have various queries being new to selling on ebay.

I stated in my auction "No returns accepted". As this is an official option for me as a private seller, how does this hold up up, where do I stand with it? I mean if it was taken to a dispute say through paypal could I use this as evidence and would it even work remotely in my favour?

What I'm doing is asking the seller to provide proof of the damage they're reporting so I can compare to pictures I took myself prior to sending ,as again, I don't believe there was anything wrong with it.

I can't imagine it got damaged in the post either as it's clothing and was well protected.

What I'm thinking will happen nowi s they will start a dispute through paypal to get a refund. If this goes ahead, what's my next best move? I honestly don't want to refund before I believe there is no issue with the item and don't want to go through the hassle of re-selling. There is also another reason to this which I caught onto when the buyer told me about the issue which I don't want to post in public, basically something they said leads me to believe they are simply trying to get out of it for no valid reason.

How likely is it that paypal would rule in my favour? I know all the horror stories with paypal disputes and refunds and it being largely the buyer who gets all the support. I have pictures to proove the item was in the shape it was described as I specifically said no refunds, so should the buyer be unable to proove at all or satisfactorily that the item is damaged, what will happen when it goes to paypal? Do we both submit evicdence? Will i be likely to win from picture evidence alone?

Any help or suggestions greatly appreciated.

soolin

The statement 'no returns' is meaningless once buyer claims SNAD and it does sometimes make a buyer more prone to go to a dispute rather than sort it out amicably with the seller. There is also some anecdotal evidence that if a buyer wants a return and sees 'no returns' they may have to make a fault in order to return it, although that may well be scaremongering.

If buyer opens a SNAD claim with paypal they have a very high probability of winning and although it may seem hard it is sometimes worth agreeing to a return and getting away with just the postage loss, rather than risk paypal find against you which leaves a seller warning mark on your account.

antispam246

If it was taken to a dispute, would the seller have to at all in anyway proove the item was damaged? Or would they simply say something generic to get the balls rolling?

If they did start the paypal dispute and state to paypal the item was not as described would they then be liable to actually proove that to paypal?

soolin

antispam246 wrote: »

If it was taken to a dispute, would the seller have to at all in anyway proove the item was damaged? Or would they simply say something generic to get the balls rolling?

If they did start the paypal dispute and state to paypal the item was not as described would they then be liable to actually proove that to paypal?

Buyer doesn't have to prove anything, it tends to be automatic and paypal just ask them to return it for a full refund.

There is also no wya on earth that you cna prove to paypal that the item was undamaged, your photos could have been taken at any point and th eitem damaged afterwards. A few years ago I broke a glass item as I packed it, yet I had endless photos of that item in perfect condition..so it proved nothing.

hermum

Offer the buyer a full refund on receipt of the item, if it's not marked then sell on it again.
Try & be nice to the buyer, they can leave you neg FB, if you're new to selling then you need good FB.
It could be the buyer's had a change of heart, is there any way at all that you could have missed a mark on the item?

antispam246

Yeh this is what I figured with paypal SNAD, thanks though. So bottom line is, through ebay via paypal there isn't much seller protection as far as "no returns policy".

pulliptears

antispam246 wrote: »

Yeh this is what I figured with paypal SNAD, thanks though. So bottom line is, through ebay via paypal there isn't much seller protection as far as "no returns policy".

Thats because there isn't a 'no returns policy'. Three words some sellers like to include in their listings but that have no standing whatsoever as buyers will always find ways around it.

antispam246

pulliptears wrote: »

Thats because there isn't a 'no returns policy'. Three words some sellers like to include in their listings but that have no standing whatsoever as buyers will always find ways around it.

Understood, was just wondering why eBay still have it as a listing option.

antispam246

wrong thread

pulliptears

antispam246 wrote: »

Understood, was just wondering why eBay still have it as a listing option.

Probably to lull you into that shiny happy seller false sense of security eBay so like to offer