Buyer decided they don't want item, opened a false "not working" claim

neo1607

theonlywayisup said:

The problem with citing no returns is that a buyer likes the option to return and if you prevent them doing so, some will purposely damage an item purely to open a SNAD.  

At the same time though, if you accept returns anyway and the buyer decides they simply do not like the item but don't want to pay to return it they will still open a fake damaged claim to get the free return. It's always a win/win situation for the buyer

theonlywayisup

neo1607 said:

theonlywayisup said:

The problem with citing no returns is that a buyer likes the option to return and if you prevent them doing so, some will purposely damage an item purely to open a SNAD.  

At the same time though, if you accept returns anyway and the buyer decides they simply do not like the item but don't want to pay to return it they will still open a fake damaged claim to get the free return. It's always a win/win situation for the buyer

So would you rather have a false (fake in your words) SNAD with an item that has been deliberately damaged, or a return that was a fib so they could get a freebie label but the item is intact?

I would rather have a happy customer and an intact return.  Of course in an ideal world I would prefer the customer paid for their return, but it isn't a perfect world.  So I try to get as near as I can. 

neo1607

theonlywayisup said:

neo1607 said:

theonlywayisup said:

The problem with citing no returns is that a buyer likes the option to return and if you prevent them doing so, some will purposely damage an item purely to open a SNAD.  

At the same time though, if you accept returns anyway and the buyer decides they simply do not like the item but don't want to pay to return it they will still open a fake damaged claim to get the free return. It's always a win/win situation for the buyer

So would you rather have a false (fake in your words) SNAD with an item that has been deliberately damaged, or a return that was a fib so they could get a freebie label but the item is intact?

I would rather have a happy customer and an intact return.  Of course in an ideal world I would prefer the customer paid for their return, but it isn't a perfect world.  So I try to get as near as I can. 

Buyer doesn't have to damage the item at all to get a free return. If they are wanting to return it free they will lie about the reason either way, whether you accept returns or not

theonlywayisup

neo1607 said:

theonlywayisup said:

neo1607 said:

theonlywayisup said:

The problem with citing no returns is that a buyer likes the option to return and if you prevent them doing so, some will purposely damage an item purely to open a SNAD.  

At the same time though, if you accept returns anyway and the buyer decides they simply do not like the item but don't want to pay to return it they will still open a fake damaged claim to get the free return. It's always a win/win situation for the buyer

So would you rather have a false (fake in your words) SNAD with an item that has been deliberately damaged, or a return that was a fib so they could get a freebie label but the item is intact?

I would rather have a happy customer and an intact return.  Of course in an ideal world I would prefer the customer paid for their return, but it isn't a perfect world.  So I try to get as near as I can. 

Buyer doesn't have to damage the item at all to get a free return. If they are wanting to return it free they will lie about the reason either way, whether you accept returns or not

No of course they don't HAVE to damage it, but as you state NO RETURNS they may feel they will have a fight.  Sellers that offer returns aren't such a barrier, so they can return an item under false pretence and not feel as bad. 

If you don't feel there is an issue with SNAD, why don't you offer returns?

pinkshoes

neo1607 said:

Update on this, buyer sent it back with a massive deep scratch on the screen. Had to refund him, reported him to eBay for abuse of the return system and also for sending it back in different condition.

 I then phoned eBay and the advisor pretty much told me because I had listed it as "returns not accepted" in the first place that eBay will more than likely not help me in this case and that eBay do not like sellers to list items with no returns. I was then advised to change any future listings to "returns accepted" to enable the best seller protection (even though they still abuse the return reasons anyway) how does that even make sense?

eBay seem to be getting worse and worse as of late.

Have you checked that it is the same phone you have received back with the same IMEI number?

All you can do now is keep pestering eBay, or send a "Letter Before Action" to the person who bought it stating that as they damaged it, they can either pay for it again and pay for it to be returned to them or pay you £X in the diminished value of the phone. Give them 14 days to  decide which option they prefer and if you don't hear from them and receive payment within 14 days, you will be taking them to court for the value of £X plus all court costs. 

(It's worth a try, it will only cost you a second class stamp and proof of postage. Email the letter before action first and say that they will shortly receive the official version in the post!)

mimi1234

Feel for you OP.  This happened to a friend of mine too who sold her old phone not too long ago.  Buyer claimed a SNAD saying this button doesn't work and that is not what it should be etc, sent another phone back and got a full refund via eBay (and also kept the phone they had bought off eBay).  I told my friend to query it with eBay but after 2 phone calls, she gave up stating it was like talking to a robot.  She ended up getting 50p from music magpie for the phone she sent to them!

I've sold 2 old phones and 2 old laptops on eBay over the last 10 years and have always been petrified something like this would happen.  Thankfully, all the buyers liked what they got and there have been no issues.  I think I copied a bit of someone's listing where they had said in capital letters that they had "taken numerous photos of the IMEI number and had marked the device with those magic markers / police markers or whatever they are called so don't try any funny business or you are done for" kind of thing.  

LadyDee

I won't buy from anybody that puts "no returns" on their listings.  You just know that if there is a problem the seller is likely to be difficult.

janb5

I always put no return on my listings too but the buyer will get free postage returns if they open a SNAD case.

shapala

mimi1234 said:

Feel for you OP.  This happened to a friend of mine too who sold her old phone not too long ago.  Buyer claimed a SNAD saying this button doesn't work and that is not what it should be etc, sent another phone back and got a full refund via eBay (and also kept the phone they had bought off eBay).  I told my friend to query it with eBay but after 2 phone calls, she gave up stating it was like talking to a robot.  She ended up getting 50p from music magpie for the phone she sent to them!

I've sold 2 old phones and 2 old laptops on eBay over the last 10 years and have always been petrified something like this would happen.  Thankfully, all the buyers liked what they got and there have been no issues.  I think I copied a bit of someone's listing where they had said in capital letters that they had "taken numerous photos of the IMEI number and had marked the device with those magic markers / police markers or whatever they are called so don't try any funny business or you are done for" kind of thing.  

Used to sell high value laptops and desktops but stopped after an incident which still hurts today.

When anyone wants to return anything, I always mention I will check the item before signing anything and making sure it is as what was sent. On the odd occasion, I've had buyers who you then never here from again (perhaps attempting to return something different back). This is always something I recommend mentioning so they'll think twice before trying something on.

And yes, no point saying 'no returns' on ebay whether you're a biz or it's a personal account - ebay will 99.9% of the time side with buyer so best to just say returns are accepted.

Bobo_Brazil

LadyDee said:

I won't buy from anybody that puts "no returns" on their listings.  You just know that if there is a problem the seller is likely to be difficult.

...or because it is the default listing, thousands of items no doubt have it because the seller: didn't realize it's the default? forgot about it when listing? may have thought they changed the option but it didn't take properly, when doing it on a mobile device (happens to me very often)..... ??