How to Handle Returns From Dishonest Customers on Ebay

As Ebay sellers we've all been frustrated by dealing with a dishonest customer who lies about a return to try and get a free return. This can cost you money in return shipping and even worse increase your INAD (Item Not As Described) % in the Ebay service metrics, which can result in an unfair 5% penalty fee. This can cost you hundreds or even thousands of dollars. In this video I walk you through the ways to deal with this to prevent these issues.

[@lawrenceanthony8468]

I gave up selling on ebay, there's just too many idiots and scammers out there. Not worth the hassle

[@TexasTreasures]

I find they are a very small % of my buyers and Ebay makes me too much money to give up on. Do you sell on another platform?

[@tmo2798]

I have been scammed 4 times on ebay out of about 1500 sales. Those 4 times hurt. These guys send a different, but very similar, item. I was reimbursed twice. The last time I filed a complaint, it was completely automated on Ebay. I'll give them a call. Things are going to get worse. If Ebay flops, so will their representatives. They need to look for another job if they're not going to care about what they are doing. Let's be articulate.

[@emusaurus]

I stopped driving my car because some insects hit my windshield.

[@godsgrace5777]

I stopped selling there too because I don’t have people patience!

[@jamesnguyen7069]

stupid@@emusaurus

[@melissaweaver2992]

Thank you SO MUCH for this video! I had a buyer send me an offer of 35% off my listing price for a pair of jeans- which I accepted because I wanted to clear out some inventory and was happy to give them a deal. The buyer received the item and then fraudulently filed an INAD claiming my measurements were defective. I go to a LOT of effore to ensure my photos are good and provide measurements in the photos only to prevent any possibility of mis-typing the measurements in the description. I felt certain the jeans didn't shrink during shipping, but I considered the possibility that the tape measure could have moved while photographing the item. This buyer provided 2 pictures of THEIR measurements which were taken with the front part of the waistband positioined about 2" -2 1/2"lower than the back of the waistband claiming the jeans measured 1/"2 narrower than my measurements showed. Ebay automatically approved the return request and, of course, I was left having to decide whether or not it was worth my time to fight it. After looking back at my pics and the buyers, it was clear that they intentionally mis-measured in order to be able to return the jeans without paying the return shipping. (I offer 30 day returns - but not free returns.) After looking into the buyer further, I realized they are also a seller! Seriously??? So, at that point, I didn't care if it cost me $100 to fight it - I was not just going to accept the return and take an INAD without filing a dispute. When the return came back, I took photos with the jeans laid out exactly as they were in the listing photos - only this time, I used 3 measuring tapes instead of 1. I followed the steps in your video - I literlally went through the steps along with you as I filed my dispute. I just received a message from eBay that I was not found to be at fault and the case will not be included in my seller performance metrics. Thank you for providing this clear guide for filing these disputes. Hopefully, it will encourage more sellers to stand up to these buyers who are working the system!

[@TexasTreasures]

I am so happy to help. Ebay actually wants sellers to report the buyers when they are misusing the system. I've had success dozens of times with this since publishing this video. If I made the mistake I'm fine with taking the INAD, but usually it is a buyer abusing the system. Thanks for sharing your victory.

[@ChaosForHigher]

This simler thing happened to be but was with a video game. Had a buyer send me an offer for 10 bucks I accepted since it had been in my inventory for 6 mounts and was happy to see it. Once the buyer received the item they opend a return stating that the dis did not work and showed pictures of some finger prints on the disc. when I received it back I cleaned the disc and tested and it works with no issue. This buyer was also a seller. I included some photos to ebay and reported the buyer

[@opallang3587]

Just had my first sell and this is already happened to me on a luxury watch . They claimed the clasp was defective and when I get the watch back the clasp is just fine . I think they did not bother to measure their wrist as the watch band is not adjustable and the band size was clearly listed .

[@TexasTreasures]

With luxury items it is even worse with fraudulent returns.

[@Elysian40772]

I have a inad now and buyer is mis measuring it. I can see she has pulled the shirt as much as she could on the side with the measurement in dispute. I flat lay all my items with a yardstick so theres no way she got another 3" on the chest measurement. Also shes put it on her dirty floor to measure. So when I get it back, Im not giving her any kind of refund, just paid to get it back so I can relist it.

[@TexasTreasures]

Ebay caps your max deduction at 50% plus shipping being withheld.

[@raybdavisjr]

I purchased dvd's which were bootleg (they froze by PC, then I checked the properties and they were single layer DVD's and I could make a copy, so they were not copyright protected). I returned the dvd's as defective using the provided mailing label. The dvd's originally came from Illinois, and the return label had a bogus address in Florida. So the USPS tracking said they were being returned to sender (Me) as no such address, and they did come back to me. But the USPS now says they were delivered to the bogus Florida address. Why would ebay allow a seller to list a bogus address so returns could not be returned , and at the same time they would come back to sender, but say they were delivered to the bogus address. I got my refund, but they were not delivered to seller, they came back to me. Ebay does not care that bootleg items are sold on ebay, they don't care that the seller puts in a bogus address so buyers can't return items. They don't even care that the seller doesn't get back any items returned, and the USPS also lists things as being delivered when they are not. Ebay is crazy.

[@ejonesss]

i think why buyers lie is because some return reasons like inad sets up an immediate automatic returns process where as the others will have you jump through hoops like you have to have to wait 24 hours for the device to charge or such . even i lie to get a person at fedex or ups i found if you just hit 0 or say operator they often send you in circles of "we can get you to an operator but i need more details" and such and eventually hang up so ask for supplies and make sure it is pre printed and usually you get someone in customer support that will handle your requests. a shirt can be defective where it is damaged.

[@OmegaVideoGameGod]

Thanks for the video

[@bryanwade2180]

So is "Doesn't Fit" the same as an "Item Not As Described" case? And how do you prevent an INAD from a dishonest customer from being reflected in your 'Service Metrics'?

[@TexasTreasures]

Doesn't Fit is not an Inad. That is a buyer's remorse case and will not effect your metrics.

[@bryanwade2180]

@@TexasTreasures So how do I protect my service metrics from an INAD claim from a dishonest customer?

[@TexasTreasures]

@@bryanwade2180 Report the buyer as this video walks you through the process.

[@jasonpanto]

I'm confused reporting doesn't simply remove the defects, I've called a lot they never remove them even when the customer states they opened the wrong return. In the video you don't show how it's removed...

[@TexasTreasures]

Once reported Ebay will evaluate it. If they agree with you they will remove it. Foe me it has been removed 90% plus but sometimes it may take a few weeks.

[@GutterfishNetwork]

You can click no refunds but it doesn’t mean anything. So lame.

[@screeech1]

Does the extra 5% penalty stays on forever as long as you sell?

[@TexasTreasures]

No. It is evaluated each month on the 20th.

[@screeech1]

@@TexasTreasures So does that mean if the seller has a high return rate in July, On the 20th of August it would be cleared and go back to 0% Thanks

[@TexasTreasures]

@@screeech1 They look at your last 3 months or past year (depending on your sales volume) each month on the 20th.

[@screeech1]

@@TexasTreasures Thank you👍

[@joegibson6041]

False NAD wrongly put the seller on the hook for return shipping. We offer free shipping and lose that on returns, but the NAD burns the seller on return shipping. Also, the NAD hurts your metrics, so report these people. Every day with this stuff. So old. Buyer gets fat, it’s the sellers fault, every time.

[@TexasTreasures]

Those metrics can trigger a 5% penalty, so yes, absolutely report the false ones.

[@saradoherty3875]

exactly the same thing happening to me at the moment what about negative feedback if you do this we are top rated sellers

[@TexasTreasures]

I reach out to Ebay via Facebook messenger if a bogus negative feedback is left. I had them remove one last week where the customer left a negative because there was a small tear in a shoe's upper. I took pictures and described the tear in my listing and Ebay removed the negative feedback.

[@emusaurus]

I think your buyer was in denial about how fat they are. I recently had a scammer / buyer open a return case for an item not received. I had no chance to upload tracking. The post office confirmed they were home and received it. Ebay said they would side with me, then their bots sided with the buyer and allowed him to return it. He hasn’t shipped it back yet. Meanwhile my sales have tanked. Aussie buyers beware of chadha1313

[@ingridugarteche4301]

eBay sucks! This is bs I’m just dealing with this problem! The exact issue with me, now eBay is telling me I need to pay for a return label!! What is wrong with eBay!? Im so 😡 pissed off!! I’m not Costco! I don’t accept returns and they left me a completely false feedback! eBay sided with the buyer!! Im done with eBay!

[@dinusha6731]

What happened to you afterward? The same sh*t happened to me and now I have lost over 1800$

[@ingridugarteche4301]

@@dinusha6731 I fought back! Deleted all my listings but in the end they didn’t give me back the shipping but I got the money for the item because the item was damaged when the customer returned it!! Stupid policy! I listed my items back

[@ingridugarteche4301]

@@dinusha6731 by the way they deleted the negative feedback! It took a long time thought!

[@dinusha6731]

@@ingridugarteche4301 I’m just Helpless cause the buyer opened an appeal with the payment institution for his payment and got his money although the return on his eBay was canceled in my favor because he did not return the item. Now I don't have both my product and my money. Total lost over 3600$. eBay says that they have nothing to do with it. Just helpless at the moment TBH.

[@ingridugarteche4301]

@@dinusha6731 oh no! Just like that?! That BS!! I feel like closing my account to avoid crap like this!! Im sorry to hear that!

[@tmo2798]

Bro, this video is lame. There's outright disrespectful scams going on. This is petty. You're petty, man.

[@photograffito]

until it happens to you. hahahaha.

[@WillowNook]

It is so bad! Had person tell me after item was delivered that they did not get the right thing and then they sent me a picture of something I have never even seen before. It just all gets so old! Had another leave me bad feedback because they did not like item they bought? Had to get it removed and thank heaven Ebay did for me.

[@Rickyfyied]

Lady needs to come to her senses and realize she gained weight and fits Mediums now...

[@kelnap2294]

Or she's super endowed in the chest region.

[@jflsdknf]

It might have shrunk. That's one of the hardest parts of selling clothes imo, a lot of people won't check or don't know their measurements and just buy their usual size without checking the measurements.

[@wandasilver3914]

Thank you. I wasn’t sure how to handle this problem with returns. I am a new seller and clueless with returns.

[@evak8261]

Thank you for this video! I just followed the steps you showed and can't tell you how much I appreciate your showing how to fight a false INAD!

[@kevinp8108]

Thank you for this video! My damaged/defect metric is high because buyers are lying about the return reason just to avoid paying shipping fees. I know what to do when this happens. I had a buyer return a pair of athletic shoes and he stated that the shoes were broken everywhere but when I got back the shoes, I could not find any damage! I'm sure it didn't fit so he lied to avoid the original shipping fee. Another buyer said that the shoes were squashed when he opened the package. I sent the buyer soft leather driving shoes and when I shipped them, they were in a padded envelope. Of course, when you take them out, the shoes are a bit squashed but as soon as you wear them, the leather bounces back into shape. Furthermore, the buyer said that the leather driving shoes weren't the same ones in the photo which was B.S.!

[@TexasTreasures]

You're welcome. Since I started this my #s are fine.

[@c.rutherford]

Having sold on Ebay almost 20 years I sell practically everything under "No Returns Accepted". Its not that I don't stand by my items, its that Ebay so favors the buyer in any dispute and return filed that you have an uphill climb even then.

[@seoul_mate]

Even if your listing says "no returns accepted" you still have to refund the buyer though. I don't even know why Ebay bothers having that option since it's basically useless.

[@c.rutherford]

Heavens, who keeps deleting my replies here? Twice in a row now. Somebody has some issues!

[@jamesnguyen7069]

me@@c.rutherford

[@Itsme83.]

I’m done with selling on eBay. I sold a JBL portable speaker and received the return today and they used one of the wires from the speaker so it is not how I sold it and received this broken speaker back. What should I do now?

[@TexasTreasures]

Report the buyer and if you are top rated and offer free returns you can withhold up to 50% of the refund.

[@n-joysilver7752]

Good luck reporting a buyer for misusing returns. If they claim misrepresentation, you'll be charged for return shipping label. In addition, if you don't refund original shipping, ebay will keep the fees. The truth is irrelevant and you'll never able to avoid or recover these return shipping expenses.

[@arenavisionTV]

I never knew that this existed. Thank you for sharing this

[@TexasTreasures]

You're welcome.

[@eg300]

I just beat a case, where a buyer returned an item to the wrong address right zip code. Now I’m fighting another case, inad, where the buyer says the item was broke upon arrival, he had pics but I sent the item completely intact. This is getting out of hand

[@jamesnguyen7069]

srsly.

[@jeffreys4417]

Why are you still selling on eBay when it’s a platform with scammers?

[@TexasTreasures]

Because I make six figures and 99% of th3 customers are fine and the ones who aren't I fo what I have in th3 video.

[@Munchy421]

Hi, what's up with the 4700 unread messages?

[@TexasTreasures]

I hate email.

[@BlackJesus8463]

nice!

[@swaggod226]

New sub nice content

[@TexasTreasures]

Thanks

[@chuckwhite3033]

Just had this happen this week for a small value item. Just gave them the refund and blocked them as a buyer. I'm noticing an increase in buyer fraud on eBay recently. It's far worse than at any time since I started using it in 1999. I'm just going to wait until it warms up and take everything to a flea market. Not worth the effort any longer to sell on there. Also, the woman returned the shirt because she gained weight.. lol. Add them to the blocked buyer list.

[@TexasTreasures]

Takes 30 seconds to report the buyer. I have a 4% return rate, so 96% go perfect and Ebay allows us to report the buyer. No need to give up Ebay for such a small, solvable problem.

[@c.rutherford]

Its awful now and I'm actively looking elsewhere. My biggest problem is Ebay support lies constantly. You can call them and they will assure you not to worry about a case, and then they take your money and refund the buyer anyway. They simply close the case then and you have no prompts to even do anything.

[@kennethlin884]

I had an auction where I shipped the item to the winning bidder. She emailed me and told me that I mailed it to the incorrect address. Then she said that she paid too much and doesn't think it was worth it. I didn't want to argue with her so I just told her I will refund her. She refused the item and it came back in a few days. I issued the refund. Then 4 days after that she submitted a Payment Dispute. I emailed her and sent her a picture of the refund and asked what the issue was. She then accused me of selling fake items and that she wanted a different item and that I misguided her. My posting clearly says "DVD" and she wanted a "CD". I pointed those out to her and I mentioned that I had lost money on this transaction and then she called me a bully and a liar. Like WTF? I can't seem to get in touch with anyone at eBay and the Dispute is under investigation. Like I refunded her and she still can dispute it? I also have a no return policy. She cannot win an auction (she bid 5 times) and then say oh I wanted a CD of a movie not a DVD and it cost too much.

[@jimward8095]

I've dealt with it....I simply do not buy on eBay any longer ...too many buyers scamming?

[@Rickyfyied]

So for this return you accepted you didn't have to pay for the shipping to them but you have to pay for the return shipping?

[@TexasTreasures]

Correct

[@user-dc6jl1vf2r]

What if the buyer states in the message that he wore the brand new with tag shirt with the original price on it and then states the shirt is not a large when the original company sewn size states large, and claims the shirt is defective and threatens you with negative feedback? He left negative feedback stating the seller sells defective “items” when only one item was ever sold to him when I declined the refund

[@TexasTreasures]

If you offer 30 or 60 day seller paid returns and they return the item, Ebay will remove the negative feedback. You can also deduct up to 50% of the purchase price since they sent you back an item not in the same (new) condition. They are also using feedback extorsion which goes against Ebay's policies. An easy removal.

[@misspretty2861]

I’m a small seller and I’m currently getting discouraged - I had a lady claim that the Macys sweater was a counterfeit even though the tags were still on the sweater I told her it’s not a counterfeit and indeed as described in the description. I offered her a return shipping label so now I’m just waiting for the item to be received😣😣😣

[@kevinp8108]

What do you do when the buyer messages you to ask you why you didn't refund his/her original shipping fee after you report the buyer? Do you communicate to the customer why you're not refunding the original shipping fee or do you just ignore the customer until he complains about you to eBay's customer service? Don't you run the risk of the buyer giving you a negative feedback if eBay doesn't side with you?

[@TexasTreasures]

If you offer 30 day or longer free returns you get negative feedback protection.

[@kevinp8108]

@@TexasTreasures - In order to get Negative Feedback Protection, do I have to offer free return on all of my items in my store or do I only get Negative Feedback Protection on only the items with Free 30 returns. Only half of my listings have FREE 30 day return.

[@TexasTreasures]

@@kevinp8108 Top Rated Seller with free returns gets you feedback protection on that item. It is another reason to offer free returns.

[@larrydommer9109]

I just had to read this, since as a buyer, I find most sellers reprehensible. This isn't just E-Bay, it's Walmart, and Amazon, and any other website that allows 3rd party sellers to do business on their sites. I Realize that every seller on Ebay is 3rd party, but I'd believe that conservatively 50% of them misrepresent their product, and then when you want to return the INAD will only process or accept a return if you agree to withdraw your claim and give them a good review. I applaud EBay on their acknowledgement that sellers are dishonest, and regularly misrepresent the product they're selling. It's extremely aggravating to spend enormous amounts of time picking through advertisements of a product at a competitive price only to go to the seller's page and find out that the low price they claim they're selling at doesn't exist, is out of stock, or INAD/INAP. Just recently by example, I purchased an automotive polish that show a picture of a woman holding it in her hand, and the container looked to be the size of a 20 oz bottle. When I received the item, it was less than 3 inches tall, and maybe contained two table spoons of product. I contacted the seller and they sent me a picture of the small print at the bottom of the page that said content is some tiny amount in Milli liters. They refused to allow a return. Thankfully, I filed a complaint with E-Bay and provided pictures of the advertising, and of the product which looked like a tiny prescription bottler in the palm of my hand. Apparently they had numerous complaints on this vendor, and issued a refund immediately. You Sellers have dug your own hole, and deserve to suffer in it.

[@TexasTreasures]

Don't lump in with those sellers. I have 99.9% positive feedback with 3100 plus reviews. Some buyers with clothing want the original shipping back when they didn't read the listing, description or measurements. And in those instances if they do a false Inad I report them. Ebay has access to everything and makes their decision. And for the record this is way under 1% of all orders for me. I can't speak towards other sellers, only myself.

[@Junkinsally]

That most definitely WAS your fault!! Buyers absolutely do not read the listings or even look at ALL the pics!! I’m a seller and a buyer and I have more lousy buyers than I have encountered lousy sellers. We spend so much time taking pics, writing descriptions and filling out item specifics only to have buyers not do their part of reading.

[@larrydommer9109]

@@Junkinsally of course it was my fault. The bottle in the picture that the supposed customer was holding was nearly the size of a wine bottle. And the fine print required a magnifying glass, and of course not getting my calculator out to convert liters to ounces was totally irresponsible. I'm going to take a wild guess that you are one if those sellers who advertises in this manner.

[@joegibson6041]

What a misguided thing to say. Most sellers on eBay are honest or they would not have 35 million users.

[@larrydommer9109]

@@joegibson6041 Ha misguided? I suppose Amazon making headlines for cracking down on their 3rd party vendors that are falsely advertising and tricking customers with not as advertised merchandise. It's not one bad apple in the bushel. It's a bushel of bad apples in which you'll be lucky to find one good one.