eBay buyers INR claims

ANNA

I have been selling some items on eBay and now have 2 INR claims.

The first buyer was a claim at first opportunity, so to speak, so I enquired further. Buyer got rude and defensive, requires an immediate refund as she had to buy elsewhere, yet there's no evidence of another purchase on her eBay a/c and she didn't give me the opportunity to send another. It doesn't quite add up, but I'm inclined to refund her. Can she leave feedback? Will I get a defect?

The second buyer was disputing the item description before I'd even sent it. I replied that he should ideally have asked his questions prior to buying, that I could refund him but he wanted it sent, dispite his "disappoointment". Now claims it hasn't arrived, in what is an unnecessarily rude message. Again, I'm having to refund, but can the buyer leave feedback?

I intend to block both buyers.

soolin

Firstly, always ask buyers to open a case in eBay and refund via that means, that helps eBay identify serial claimants. It also prevents you getting a defect and means your FVFs are refunded automatically.

Both buyers remain able to leave feedback.

ANNA

So I lose just the PayPal fee? I mean the 20p per tranaction fee.

soolin

ANNA wrote: »

So I lose just the PayPal fee? I mean the 20p per tranaction fee.

Unfortunately yes, a 20p paypal fee will be charged even on a full refund for a lost item.

ANNA

Thanks Soolin.

Add a third case! This time INAD. I sent a secondhand household battery operated electrical item. I cleaned it, checked it and a friend's husband who's an electrical engineer, checked it over.

Buyer claims it works too slowly, wants her refund but not "the hassle of returning it". She claims she wants to "bin it" to save return postage cost to me.

soolin

ANNA wrote: »

Thanks Soolin.

Add a third case! This time INAD. I sent a secondhand household battery operated electrical item. I cleaned it, checked it and a friend's husband who's an electrical engineer, checked it over.

Buyer claims it works too slowly, wants her refund but not "the hassle of returning it". She claims she wants to "bin it" to save return postage cost to me.

A business seller and an INAD means you have to pay the return postage. Depending on cost of return, send her a label or the amount needed to return it via a sensible method and just remind her politely that it will need to come back before you refund.

In the 'old' days we could ask people to return for a refund, but most buyers know now that they can ask for postage to return- so you need to weigh up the risks of insisting she returns and then confirming you will pay X amount for that return as well as the original payment, or just send a label.

the_lunatic_is_in_my_head

ANNA wrote: »

Buyer claims it works too slowly, wants her refund but not "the hassle of returning it". She claims she wants to "bin it" to save return postage cost to me.

I would bet good money all 3 of your buyers are lying based on what you've said.

Always ask a buyer claiming INR to open a case so you can deal wit their issue. With your SNAD buyer ask her to open a return so you "may assist", don't mention them having to return or argue anything yet. Once/if the return is open just hit accept return, likelihood is they'll give up, they clearly want the item and the money.

Buyers making false INR claims rarely leave bad feedback, with the SNAD eBay may help if the buyer doesn't return anything.

Either way report all 3 buyers via your seller dashboard.

bxboards

I would not be so quick refunding the item, do not make it easy for potential scammers! Insist you can do nothing until they open an Ebay Case, so you can discuss it with Ebay.

I had a buyer sending me a very long 'disappointed' mail earlier this week asking if there was anything I could do, as they did not want to pay return postage.

It turns out their disappointment was due to them not reading the listing, and they were disappointed with themselves, not me.

As they did not want to return it, and I would not let them keep it for free, they gave positive feedback, and moved on.

ANNA

All 3 buyers had opened an eBay case. They seem to know their way around 'the system'. Yes, I suspect all 3 are scammers, yet I need to protect my eBay a/c status and also not spend too much time on this.

I have refunded the 2 INR claims. Blocked them. I've submitted RM claim forms.

Still not sure how to deal with the SNAD. I'm 100% sure I sent a fully working appliance and accurately described it in my listing. I included new batteries in a blister pack and expect this has all been opened.

Soolin, BTW, I am not a business seller. Just decluttering and downsizing me and family.

bxboards

ANNA wrote: »

I have refunded the 2 INR claims. Blocked them. I've submitted RM claim forms.
.

If you think the INR claims are scammers, why have you claimed from RM?

You think they have the goods, and you do not think RM have lost the items...

ANNA

bx,
It is my suspicion, I have no proof. I am perfectly within my rights to submit a claim form to RM. In fact, their form makes provision for suspect cases, and RM carry out their own investigations and have alerts for high levels of INR at particular addresses.

When I informed my buyers that RM would be carrying out investigations, I got a reply that supported my suspicions. RM have powers to combat these people.