New eBay Low of Trying to Screw / Scam Me

popsiee on 04/06/2021 - 12:58
Last edited 04/06/2021 - 13:08 by 1 other user

Buyer says Item arrived damage and I agree to full refund when sent back .

eBay Ad States:

Return policy
Item must be returned within
30 days after the buyer receives it
The buyer is responsible for return postage costs.

You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.

Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description. More information at returns.

Buyer open a case and demands I pay the postage and I say its his responsibility and we agree to a 10% refund understanding returning the item will cost around $70 - $80 .

Meantime the case is found in favour of the buyer with this message:

Hello XXXX,

I'm contacting you to ask you respond to the return request your buyer XXXXX has opened for the item XXXXXXXX

We've reviewed the details of this request and the buyer is asking to return the item because arrived damaged.

When a buyer receives the wrong item, it arrives damaged or it doesn't match the listing description, they can return it to you for a full refund (including original postage costs). You're also responsible for paying return postage.

We've placed the case on hold for 4 days to give you time to arrange the return with the buyer. Please note that if you don't provide a resolution to the buyer by June 07, 2021, we'll give them a refund, even if they haven't returned the item, and you'll be required to reimburse eBay for this refund.

If you want the buyer to return the item to you, please respond to the return request as soon as possible to make arrangements to return it. Alternatively, you may wish to refund the buyer and allow them to keep the item.

Here are some options for having the buyer return the item. Please ensure you contact the buyer through the return request, so that we can see that you've been in touch.

Upload a pre-paid postage label to the return request. Don't email the label directly to the buyer, because we won't be able to see that you sent it.
Arrange a courier to pick up the item, if the buyer agrees.
Allow the item to be returned to one of your stores, if the buyer agrees (ensure you specify clearly the closest store to the buyer).
Offer a reasonable alternative solution which the buyer agrees to undertake, provided your communication in the return request is specific about the steps needed.
For a list of carriers where you can purchase a pre-paid postage label online and instructions on how to upload it, please see our Help page on return postage for sellers: https://www.ebay.com.au/help/selling/managing-returns-refund…

For more help with returns, please see our Help page on handling return requests: https://www.ebay.com.au/help/selling/managing-returns-refund…

I trust I've explained things clearly. If you require any assistance with this return, please get in touch.

Are I right or wrong with being upset by eBay not following their own guidelines on my return policies ( obviously permitted by eBay)?

Poll Options

  • 8
    Ebay Wrong
  • 74
    I'm Wrong
General Discussion

Related Stores

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closed Comments

  • xuqi on 04/06/2021 - 13:02
    +10

    Forgot the 3rd option:

    • Seller always loses.
    • Blue Cat on 04/06/2021 - 17:33
      -2

      When will people learn…

      CASH IN HAND, PICKUP ONLY!

      • SF3 on 04/06/2021 - 20:28
        +3

        Why would you use ebay platform for that. That’s why gumtree or fb marketplace…

        • DoctorCalculon on 04/06/2021 - 21:27

          Maybe the blue kitty was being sarcastic.

        • Boogerman on 05/06/2021 - 08:46

          You get more money through eBay by offering cash for pickup (more eyes than gumtree) & you can cancel the sale to avoid eBay tax!!

  • Drakesy on 04/06/2021 - 13:07
    +5

    Needs a TLDR
    I'm not sure what exactly your problem is?

    • Baysew on 04/06/2021 - 13:11
      +1

      OP has set their own return policies, ebay have ruled in favour of buyer based on eBay policies. (Which as xuqi has succinctly stated: Seller always loses)

      • Drakesy on 04/06/2021 - 13:15
        +2

        Wait I understand now.
        Seller has sold item that apparently is now damaged as a result of delivery.
        Possibility that buyer could be doing the dodgy, although unlikely.

        Still, if something arrives damaged to the buyer it's on the seller to rectify and that means paying for return postage/refunding as the buyer hasn't actually received the working product.

        That's the gamble you take when selling through ebay/sending packages.
        I personally would never use ebay to sell, too many pitfalls.

        • dmbminaret on 04/06/2021 - 13:33
          +3

          Possibility that buyer could be doing the dodgy, although unlikely.

          More likely than you think.

        • DoctorCalculon on 04/06/2021 - 21:32

          Still, if something arrives damaged to the buyer it's on the seller to rectify and that means paying for return postage/refunding

          If you such a lax policy, which is purely in favour of the buyer, then it is open to abuse from unscrupulous buyers.

  • pegaxs on 04/06/2021 - 13:07
    +4

    Yeah… Good luck fighting that with eBay. Maybe point them to consumer law and their own terms and conditions.

    But think of it from the point of view of the buyer. Paying for something that arrives broken through no fault of theirs. Maybe seek compensation from the courier service if they broke it.

    Think of it from your point of view, that they are just scamming you and bought your item and will send back their broken one as replacement.

    This is why I stopped selling on eBay years ago. Scamtree or Fartbook, cash in my hand and on your way.

  • 87percent on 04/06/2021 - 13:08
    +2

    What did you sell? Hope the buyer isn’t doing a switch on you and sending back something else

    • FireRunner on 04/06/2021 - 13:27

      It looks like OP has reached an agreement with buyer already. OP is just asking if was his responsibility to pay return post

      Buyer open a case and demands I pay the postage and I say its his responsibility and we agree to a 10% refund understanding returning the item will cost around $70 - $80

  • Pelicannn on 04/06/2021 - 13:09
    +6

    Ebay return in that clause is for a change of mind so they are required to pay shipping as the buyer. The other clause is consumer rights refund. Your problem is it's a damaged item, in which case, consumer law and seller pays shipping costs.

    You can pay shipping costs to get the item back, and then you just need to claim damages from Australia Post (or whoever you used) as I assume you were smart and took out shipping insurance.

    If you didn't take out shipping insurance, you are SOOL.

  • Nugs on 04/06/2021 - 13:09
    +3

    as a buyer (I have never have sold on ebay), I would not purchase if saw "buyer pays return in event of arriving damaged"
    .

  • FireRunner on 04/06/2021 - 13:26
    +2

    Your 30 day policy applies to change of mind by buyer.
    For an item that got damaged in transit, the buyer did not receive the item they ordered so are entitled to a full refund and are not responsible for return postage.
    You got unlucky but you are wrong not eBay.

  • popsiee on 04/06/2021 - 13:31
    -8

    When I was thinking correctly I sent Ebay the perfect message : Return policy
    Item must be returned within
    30 days after the buyer receives it
    The buyer is responsible for return postage costs.

    You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.

    Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description. More information at returns.

    I will be going to the relevant Government Consumer Affairs Body

    Shortly afterwards the correct resolution came of Ebay compensating me for the postage for the buyers return .

    • Drakesy on 04/06/2021 - 13:37
      +5

      Did you read this bit though?

      Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description.

      But it's nice of Ebay to compensate you

        • Quantumcat on 04/06/2021 - 13:49
          +7

          Only if it is a change of mind return. Not if faulty or damaged.

          • popsiee on 04/06/2021 - 13:51

            @Quantumcat: Where does it state that in the policy by the way ?

            • Quantumcat on 04/06/2021 - 13:54
              +2

              @popsiee:

              You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.

              Right at the top of Google when searching this topic.

              In the case of an ebay sale, it is ebay deciding if it has a problem (and really the buyer deciding as ebay always sides with the buyer)

        • Drakesy on 04/06/2021 - 13:50
          +1

          I think you're the only one that seems to think it's that way.

          • popsiee on 04/06/2021 - 13:56
            -2

            @Drakesy: If the refund policy states that I'm happy to abide by it but we can all see what the refund policy is on return postage .

            • mskeggs on 04/06/2021 - 14:47
              +6

              @popsiee: The refund policy you keep talking about only applies to change of mind returns.

              Damaged items are not change of mind, and the seller must cover the cost of postage to deliver an undamaged item.

    • dmbminaret on 04/06/2021 - 13:39
      +6

      Lesson learnt. We've closed our ebay store because of their managed payments policy. Fraudulent practices by buyers will be on the up and we can't absorb that loss.

      It seems to me they want to move from being an online auction site to a retail marketplace to compete with amazon.

  • popsiee on 04/06/2021 - 13:41
    -5

    Didn't anyone notice also : We've placed the case on hold for 4 days to give you time to arrange the return with the buyer. Please note that if you don't provide a resolution to the buyer by June 07, 2021, we'll give them a refund, even if they haven't returned the item, and you'll be required to reimburse eBay for this refund.

    That is absolute BS by all means of Australian Contract Law . Imagine I didn't look at my message / missed it for 4 days and I'm out $400 ?

    • Quantumcat on 04/06/2021 - 13:52
      +5

      If you're going to sell on ebay it is up to you to learn how it works. It isn't anyone's fault but your own if you don't know about ebay disputes and don't look at your email.

    • Drakesy on 04/06/2021 - 13:52
      +7

      If you don't like the system you're entitled to vote with your feet.
      Many suppliers have moved away from Ebay solely because of their terrible, consumer oriented refund scheme.

      However in this case they are correct that you would have to reimburse the consumer for refund costs.

    • FireRunner on 04/06/2021 - 13:53

      You might have point with this one, that's pretty unfair. Not sure if you can do anything about it, it's eBay's policy which is always favouring the buyer
      Return postage on the other hand is seller's responsibility if item is not in the condition described by seller

    • CrowReally on 04/06/2021 - 13:54

      Was their ability to do that in the Terms and Conditions you agreed to when you signed up with eBay? If not, that's a shocker!

    • lolz112 on 04/06/2021 - 14:59
      +3

      Lol I love it when people who have no idea quote things like they understand it. Next time you might want to get the relevant law right. It's Australian Consumer Law, contract law is the contract you signed with the ebay to sell things. If you're going to say it's bs from a contract law front maybe bring up the terms and conditions that you agreed to (I doubt you even read them).

      As many people have pointed out you are in the wrong from a consumer law point anyway. Put yourself in the buyer's shoes, if I buy a new tv that is faulty why should I have to pay postage costs when the fault was in the manufacturer,

  • bazingaa on 04/06/2021 - 13:59
    +5

    Change of mind = The buyer is responsible for return postage costs.

    Wrong/Damaged item = Seller pays everything. Can't he just RTS ?

  • popsiee on 04/06/2021 - 13:59

    Market value of the goods is still $390 damage its not like a smashed up TV .
    That why the buyer agreed to 10% compensation before Ebay came with this message .

    • FireRunner on 04/06/2021 - 14:04
      +4

      You should be able to send the buyer a one time partial refund offer and if the buyer accepts it, the case will be resolved
      You need to do this from the return case page.
      Unless you've already moved past that point by accepting the return or trying to dispute it then you're stuck accepting the return.
      I guess it might be possible to convince the buyer to close the case if it's past this point. You'll have trust the buyer to close it once you've refunded 10% back though.
      Pretty messy situation if that's where you're at

  • popsiee on 04/06/2021 - 14:18
    +3

    Anyway I was wrong on this one :
    Returning the product
    You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.

    When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem. Examples include:

    a wide screen TV
    a bed
    an extension ladder stuck in the extended position
    a product that has been subsequently installed, like a stove or a dishwasher.
    You do not have to return products in the original packaging in order to get a refund.

    If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated in an attempt to deter you from pursuing your claims.

    Approaching the retailer or manufacturer
    The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

    I'll have to adjust my %'s again.

    Power of the OZB Poll

  • JimmyF on 04/06/2021 - 14:56
    +2

    New eBay Low of Trying to Screw / Scam Me

    Sounds more like you are trying to screw them over.

    When a buyer receives the wrong item, it arrives damaged or it doesn't match the listing description, they can return it to you for a full refund (including original postage costs). You're also responsible for paying return postage.

    This is correct, no wording in the listing can override ACL.

    Are I right or wrong with being upset by eBay not following their own guidelines on my return policies ( obviously permitted by eBay)?

    Those polices are generally for a change of mind return.

    • popsiee on 04/06/2021 - 15:02

      Yeap bad me and I did it .

      Still they owe me for items in transit found in favour of buyers and case closed and item turned up shortly after . They don't have my respect.

  • MagicMushroom on 04/06/2021 - 15:13
    +1

    eBay Money Back Guarantee policy>Return requirements and return postage>Return postage https://www.ebay.com.au/help/policies/ebay-money-back-guaran…

    Return postage
    Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.

    Reason for return:
    Items that don't match the listing

    Who is responsible for return postage:
    Seller

    So basically ebay payed you for the return postage out of good will

    • popsiee on 04/06/2021 - 15:17

      Correct . I saw that after seeing the ACCC policies so I was wrong .
      But knowing that now I can adjust compensation for customers keeping returning damaged items more aggressively .

  • iamherenow on 04/06/2021 - 16:03
    +3

    New popsiee Low of Trying to Screw buyer by not paying return postage and not fully refunding a damaged item?

    • popsiee on 04/06/2021 - 16:08

      Ty but have I not found the overriding policy and accepted it ?
      And in this case Ebay compensated my journey :)

      • iamherenow on 04/06/2021 - 16:16
        +2

        Imagine you were the buyer, you'd be a bit pissed when you get a damaged item yeah? Maybe overriding policy is decency.

  • cyrax83 on 04/06/2021 - 16:14

    It's harder to understand this post than it is to get a PS5

  • skido on 04/06/2021 - 16:22

    oh popsiee, I am sorry for your loss. must be those Mario castles got damaged

    anyway, if buyer received damaged item, you should be covering the return postage. eBay ad return condition "buyer pays for postage" is only for "change of mind". Say you got damaged lego from amazon, and amazon asks you to pay return? would you be happy? probably not.

    My suggestion for future scenarios is to personally request the buyer to send photos of the damage and negotiate with them for either a partial refund and keep item, or full refund upon return (with seller paying return cost). If item was damaged in transit, I would recoup the return costs from the courier, or just take it as a loss and invest in some extra bubble wrapping. This is the reality of selling.

    • popsiee on 04/06/2021 - 16:25
      -2

      I never return anything and are a merchants dream . I wear the loss of damages and in return get benefits of larger quantities from a lot of them .
      Glad you read my comments because I can assure you the $200 + Freebie X in 3 figures that I got and sold out can't be solved with what is here . Bad me :)

  • terrys on 05/06/2021 - 08:14

    "You must return items in their original packaging "

    Your understanding of Australian consumer law isn't.

    Section 7 in:

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    or try:

    https://www.consumer.vic.gov.au/products-and-services/busine…

    who agree with:

    https://www.consumer.vic.gov.au/products-and-services/busine…

    and further confirmation and support is added by section 5 of:

    https://www.yourlifechoices.com.au/finance/eight-rules-about…

    • popsiee on 05/06/2021 - 08:50

      TY this old dog has learned requirements in this thread .
      I will make the relevant slight adjustments for next financial year with the multi Ebay ac's .
      Now the most important question can I make this thread disappear ?

      • Quantumcat on 05/06/2021 - 09:15

        You can report it and ask mods to close it but that's it

      • SnoozeAndLose on 05/06/2021 - 09:22

        Multi eBay account will hinge account closure and all your reputation(if any) will be going with it.

        eBay clear up was 1.5years ago and you can see there are lots of seller with minimal feedbacks

  • Waltervp on 05/06/2021 - 09:13
    +1

    eBay used to be ok, but now fees/people are crazy high… I sold some little teaspoons for starting bid of $1 and was charged $1.60 in fees… Bigger items attract unreasonably large fees. Plus too much trouble with scammers when sending items in mail with claims of not arriving, broken, or bad payments ..and buying is the same risk. Nope, it's Facebook marketplace for local face to face dealings now I'm afraid… Or gumtree…

  • reactor-au on 05/06/2021 - 09:56

    Did the buyer send photo or video of damaged goods? AliExpress sellers always make me do that.

  • Moderatorneil on 05/06/2021 - 11:32

    OP has answer, thread closed.

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