I am writing because I had a customer who purchased two items from me (electronics) for about $400.00. They were identical items with two different serial numbers. The buyer contacts us after receiving the items and indicates he received only one of the two (two were sent in the same box).
He wanted a refund, and for us to pay return shipping. We immediately contacted him and let him know that our supplier doesn't carry the other product in question and we tried to give him an out that we packaged these items in the same box and they were the same. We asked him if he was getting confused with another seller he purchased from?
He immediately opens up a Money Back Guarantee case and, thankfully for us, he lied and told eBay that he only received one electronic, instead of two. We say thankfully because we had his earlier message that indicated that he received two items and one was different.
Thus, being caught in the lie eBay sided with us and told us nothing more was needed in our view or so we thought and it begins...
Two weeks later, we get a return request for item not as described from the same buyer. We thought to ourselves this is easy, we will just call eBay because they sided with us in the Money Back Guarantee case.
To our amazement they told me the following - "You promised a customer a return period of 30 days, we can't let you not honor that." We inquired if they were concerned that someone who in our view tried to commit fraud would not be honest to return the $400.00 (x2) products?
We were told, "...that most buyers are honest." We inquired what would happen if the buyer returned us only one of the items or did the switcharoo. We were told that this is, "...the cost of doing business but it likely won't happen."
Really? I relayed to customer service that I will file mail fraud complaint if the buyer does what I think he is going to do. At least I can pursue legal remedies, and I was told that doing that would prevent this customer from purchasing from me in the future. I lost it, and conveyed that these aren't my customers they are eBay's customers, I have already blocked this customer for good.
Not a good policy to send law enforcement after someone defrauding our company in our view? Really, what if we defrauded eBay don't you think they would pursue us in ten seconds flat?
However if I wanted I could report the buyer and they would look into it. See to me if the buyer defrauds one person a year and pays the rest of the people eBay makes money, does he not? Thus, eBay wants you to give free returns so the customer come back to eBay just not you.
We just do not get how we can win a Money Back Guarantee case and have to take a return from someone who was caught in a lie and tried in our view to commit fraud? Isn't fraud (we aren't lawyers) when you allege that you received only one of two items sent? Yet, the buyer's earlier emails indicate he received two items? How the heck is that the cost of doing business?
So now we await to see what we receive back in the mail. eBay needs to make a policy if a Money Back Guarantee case is found in favor of the seller, all return policies are null and void, especially when the buyer was caught in an absolute lie in our view.
Now our money is tied up in PayPal and has been for too long and now we wait to see what comes back. We were told we could call back if he submitted the wrong item, but fortunately few buyers do this and there isn't much that can be done.
This is why in our view they made defects go away on cases where you paid the return shipping. If a buyer is unhappy just take it back because we are going to take it back no matter what. See when you make the buyer wait to take it back when he is defrauding you he gets upset and angry. If you simply take it back from day one you don't get a defect see as you paid the ransom (the return).
I am for the first time looking at other venues eBay needs to go away for good. What seller protection?