Unfair return request, eBay sided with buyer

KRDmum

As a private seller I sold a brand new item of footwear a couple of weeks ago. 5 days after buyer received the parcel, they opened a SNAD returns, stating that the item is used and smells of smoke. Neither were true, as we are a family of non-smokers and the pictures showed every single detail, to confirm that the item is new.
So I very politely apologised to buyer that they feel that way, and asked them to send me pictures of what they think is proving that the item is not new and also confirming that we do not smoke. Parcel was with the delivery man/woman for 3 days, so my only assumption regarding smoke smell is that they were a smoker.
Anyway, I haven't heard from back from the buyer and today I recieved the message from eBay 'we made a decision in buyers favour', as buyer asked eBay to step in with the 'I cannot work out things with the seller'.
I feel that buyer had made no attempt to resolve this and either used them and changed their mind or simply had buyers remorse.
So now I'm dreading getting the item back, as I feel that buyer has abused returns program. I'm now out of pocket for deliveries and wondering how this is going to affect my account. Annoyed is an understatement...

soolin

KRDmum wrote: »

As a private seller I sold a brand new item of footwear a couple of weeks ago. 5 days after buyer received the parcel, they opened a SNAD returns, stating that the item is used and smells of smoke. Neither were true, as we are a family of non-smokers and the pictures showed every single detail, to confirm that the item is new.
So I very politely apologised to buyer that they feel that way, and asked them to send me pictures of what they think is proving that the item is not new and also confirming that we do not smoke. Parcel was with the delivery man/woman for 3 days, so my only assumption regarding smoke smell is that they were a smoker.
Anyway, I haven't heard from back from the buyer and today I recieved the message from eBay 'we made a decision in buyers favour', as buyer asked eBay to step in with the 'I cannot work out things with the seller'.
I feel that buyer had made no attempt to resolve this and either used them and changed their mind or simply had buyers remorse.
So now I'm dreading getting the item back, as I feel that buyer has abused returns program. I'm now out of pocket for deliveries and wondering how this is going to affect my account. Annoyed is an understatement...

I do wish eBay would make this clearer when a buyer opens a dispute. Whilst there is an option for a seller to message the buyer there is no obligation for the buyer to respond, and at a certain point as outlined in the dispute buyer can escalate and ask eBay to intervene. It is rare indeed for a seller to win the dispute .

The bad news is that as you failed to pay for a return label (which was another option) eBay will have told buyer to dispose of the shoes and will have given you a defect. You need now to contact the buyer and make arrangements to pay for the return, do it quickly before you lose the chance, and your shoes.

When I'm next on my PC I might do a sticky about returns , both basic returns for change of mind and SNAD returns.

KRDmum

Thanks Sollin, eBay has provided buyer with RM returns label and instructed them to return shoes back to me, so at least it's something. They will then refund buyer when tracking status changes to delivered.
Upon checking buyers items for sale and feedback, they have had 4 negatives in the past year, all complaining that items have not been recieved, no communication etc. They are also currently selling and have recently sold similar type of shoes, which makes me think that they were hoping for a refund and a chance to keep the purchase. Very sly. Buyer is now on my blocked list.