Ebay Buyer Returning a Non-Returnable Item

adamapple

I sold a mobile phone on ebay as non-returnable, however the next day the buyer said they'd changed their mind and wanted a refund. That's after i'd posted the item but before it had even been delivered to them. Despite the listing saying no returns, the options ebay gave me were: a) to accept the refund, b) reject the refund and buyer keeps item, c) Offer a partial or total refund.

I don't understand this, what is the point of allowing sellers to state no returns, if ebay forces you to accept the refund.

vacheron

Sounds to me that option 2 is the one you want?

Rinse_Repeat

Option 2, evertime.  If they leave negative feedback, get ebay to remove it.

savergrant

You're lucky they haven't opened an SNAD case. Then you wouldn't have option B and you'd have to accept the return or give a refund.

As it stands ebay is hardly forcing you to accept anything, they are simply asking whether you wish to make an exception in this case.

Niv

I feel for you here. I wonder if you use option B that mysteriously when the phone is delivered to the buyer it is SNAD and you are trapped into refunding in any case - but to legitimise their claim they may damage it. Its a horrible situation and a reason I only sell cheap non electricals on ebay.

Buster_Danog

I didn't know sellers could state 'no returns' as there might be grounds for a return, but then I have never changed my mind without some good reason. It would have to be option B if it hasn't reached them yet. However, if they refused delivery of the parcel I imagine it would be returned for a refund anyway.

I used to sell a lot on ebay and was lucky enough to only have one item returned out of a few hundred. Most people did not change their minds. However, I always thought about the possibility, and seen returns as part of the process of selling on ebay. It still would have worked out for me.

soolin

Buster_Danog said:

I didn't know sellers could state 'no returns' as there might be grounds for a return, but then I have never changed my mind without some good reason. It would have to be option B if it hasn't reached them yet. However, if they refused delivery of the parcel I imagine it would be returned for a refund anyway.

I used to sell a lot on ebay and was lucky enough to only have one item returned out of a few hundred. Most people did not change their minds. However, I always thought about the possibility, and seen returns as part of the process of selling on ebay. It still would have worked out for me.

Private sellers can refuse a change of mind return, business sellers can’t. 

FFHillbilly

as a seller I don't accept returns, so if buyers want to return something and they know exactly what section of ebay to go to chances are they will start with a SNAD claim and again from experience I can't fight these, it's just not worth it ebay just side with the buyer. had a case this week with a buyer claiming that my used item would have originally come with a fixing kit and a set of labels and without that it it's unusable. I maintained that the fixing kit and the labels were not included in the description or the photos before the case got opened, but once it was open i had no option but to refund and let them keep it as they likely know how to play the system.
but if they open a case and say they just changed their mind I just decline the return and thats the end of it. 
and as a byer, I'm often annoyed at how long it actually takes to get to the part of ebay that allows me to open a SNAD case, it's frustrating, they change the layout all the time

GadgetGuru

Niv said:

I feel for you here. I wonder if you use option B that mysteriously when the phone is delivered to the buyer it is SNAD and you are trapped into refunding in any case - but to legitimise their claim they may damage it. Its a horrible situation and a reason I only sell cheap non electricals on ebay.

Exactly this. 
I had a similar case recently. 
Sold an item as no refunds. Buyer attempted a return as a change of mind, which I denied. 
He instantly opened an 'Item not as Described' case, stating it didn't power up and wanted a refund. Hence I was forced to accept as well as pay £8 for the return postage label.  
The item was returned with no original box and packaging, and with parts missing. 
Fortunately in this case eBay refunded the buyer but took the hit and let me keep the sale funds too considering it wasn't returned as complete. 

This is a rare case though. I cannot see eBay doing this very often. In the past I have had to just take the hit. 

I did send the buyer a follow up message after everything was resolved showing the item powered and working - he didn't even bother to respond. 

Just added him to my blocked list!

In only a private seller, but every time i sell something of value on eBay I am a little nervous for a couple of weeks. Even new and unused items. Not because I am worried about the item, just because Im worried about the type of buyer I've sold to and what they will do.

Sold a 360 action camera I don't use yesterday, for example. Zero feedback buyer who only registered 3 months ago. Now I'm concerned as to whether I should have cancelled the sale.....selling your stuff shouldn't be like this!