I have a buyer who is misusing Ebays Buyer Protection program by filing a SNAD in order to obtain a return. Id love your thoughts on how to move forward.
In short, I sold a pair of workout crops that the buyer received on April 2. That day she messaged me requesting a return stating that the crops do not fit -> direct quote. I have a No Return Policy clearly stated in my auction description and auction terms, however out of a goodwill gesture to make the buying experience a positive one I chose to accept the return plus 12% restocking fee. She argued back and forth about the restocking fee and decided to keep the crops. This last Friday on April 18, 2.5 weeks after receiving the crops she messaged me wanting to initiate a return. I was away for Easter and responded on Monday reminding her that the 12% restocking fee applied if she wished to proceed.
She then opened a SNAD claim stating that she thought the crops were Counterfeit, and that she REFUSED to pay the restocking fee for the return. Lucky for me I still have the original product tag and receipt so I knew I could fight any claim of counterfeit. Furthermore, it was clear this is not a case of SNAD, but instead buyers remorse since the crops did not fit per her original quote in the Ebay message system.
At this point I could see she was trying to force me into a full return now multiple weeks after receiving the crops. Her backstory is that she is a Top Rated seller who clearly knows the system and how to get her way through threatening messages and leaving negative feedback for both buyers and sellers when she feels "wronged" in any way. I checked her feedback report on toolhaus and it was colorful to say the least. The really ironic thing is that she requires returns within 2 weeks as a seller, however is demanding a return from me outside of her own return policy window from me.
I called Ebay the day the case was filed and told them I no longer felt comfortable with accepting the return since it had been multiple weeks since the item was received and I was unsure of their condition. I also mentioned that it was evident that she is misusing the SNAD claim as means to force me into a full return, thus violating Ebays Buyer Protection Program. The CS rep told me it was within my seller rights to deny the return and encouraged I challenge her claim since I have proof of purchase. The rep agreed with my assessment regarding her violating Ebays buyer protection program and encouraged me to report the buyer for the violation.
I responded to the case last night stating I could not accept the return and that the SNAD case was a filed due to buyers remorse which is not covered under Ebays Buyer Protection. After I denied the return she responded with a tracking number stating she was shipping the crops back to me. Just lovely, right?
I called Ebay this morning and a new CS rep gave me a different story stating since I offered the return initially I could not rescind the offer in the SNAD case. I asked about the full return requested by the buyer and he told me since the SNAD case was opened that I must refund her the full amount without collecting the restocking fee. I told him that completely contradicted what I was told by the previous CS rep and asked that her SNAD be made invalid since it was submitted under false accusations with her knowingly using the word counterfeit to unjustly gain grounds for a case.
Any ideas how to proceed from here? Should I call Ebay back in the hopes I speak with someone more reasonable and able to understand what is clearing going on here? The case will be escalated to Ebay for review on April 26. I find it incredibly crazy that using this example buyers are allowed and even rewarded for exploiting Ebay's Buyer Protection Program by filing unfounded SNAD cases.
In short, I sold a pair of workout crops that the buyer received on April 2. That day she messaged me requesting a return stating that the crops do not fit -> direct quote. I have a No Return Policy clearly stated in my auction description and auction terms, however out of a goodwill gesture to make the buying experience a positive one I chose to accept the return plus 12% restocking fee. She argued back and forth about the restocking fee and decided to keep the crops. This last Friday on April 18, 2.5 weeks after receiving the crops she messaged me wanting to initiate a return. I was away for Easter and responded on Monday reminding her that the 12% restocking fee applied if she wished to proceed.
She then opened a SNAD claim stating that she thought the crops were Counterfeit, and that she REFUSED to pay the restocking fee for the return. Lucky for me I still have the original product tag and receipt so I knew I could fight any claim of counterfeit. Furthermore, it was clear this is not a case of SNAD, but instead buyers remorse since the crops did not fit per her original quote in the Ebay message system.
At this point I could see she was trying to force me into a full return now multiple weeks after receiving the crops. Her backstory is that she is a Top Rated seller who clearly knows the system and how to get her way through threatening messages and leaving negative feedback for both buyers and sellers when she feels "wronged" in any way. I checked her feedback report on toolhaus and it was colorful to say the least. The really ironic thing is that she requires returns within 2 weeks as a seller, however is demanding a return from me outside of her own return policy window from me.
I called Ebay the day the case was filed and told them I no longer felt comfortable with accepting the return since it had been multiple weeks since the item was received and I was unsure of their condition. I also mentioned that it was evident that she is misusing the SNAD claim as means to force me into a full return, thus violating Ebays Buyer Protection Program. The CS rep told me it was within my seller rights to deny the return and encouraged I challenge her claim since I have proof of purchase. The rep agreed with my assessment regarding her violating Ebays buyer protection program and encouraged me to report the buyer for the violation.
I responded to the case last night stating I could not accept the return and that the SNAD case was a filed due to buyers remorse which is not covered under Ebays Buyer Protection. After I denied the return she responded with a tracking number stating she was shipping the crops back to me. Just lovely, right?
I called Ebay this morning and a new CS rep gave me a different story stating since I offered the return initially I could not rescind the offer in the SNAD case. I asked about the full return requested by the buyer and he told me since the SNAD case was opened that I must refund her the full amount without collecting the restocking fee. I told him that completely contradicted what I was told by the previous CS rep and asked that her SNAD be made invalid since it was submitted under false accusations with her knowingly using the word counterfeit to unjustly gain grounds for a case.
Any ideas how to proceed from here? Should I call Ebay back in the hopes I speak with someone more reasonable and able to understand what is clearing going on here? The case will be escalated to Ebay for review on April 26. I find it incredibly crazy that using this example buyers are allowed and even rewarded for exploiting Ebay's Buyer Protection Program by filing unfounded SNAD cases.
