Buyer want to return item after giving me positive feedback

[lincoln8echo]

Hi. 
I sold very valuable item few weeks ago. It is amber necklace. Buyer received it and was satisfied and posted positive feedback for me. Now he consulted with some "experts" and they told him that item is "second generation amber" and he will not sell it.
And he asks if he to return item back. Ebay listings state that i do not accept returns. This is because i am not full time trader and do not want headache with sending valuable items back and forward.
I'm not big expert in amber but i also consulted with experts before buying this necklace and they proved the price and i paid almost the same price for it.
So what should i  do with this buyer ? I do not want to refund, i need money. Can Paypal refund my money without my consent and against ebays "refund policy" ?

[sharpiemarker]

Unfortunately, yes but it kinda depends on the type of return case the buyer files, if they do.  If buyer decides to file a eBay return request, they can file a SNAD return request, where you will be forced to accept return and pay return shipping to boot. Or a buyer remorse return request where you can reject the return because of your 'no return' policy. If you or the buyer call eBay for advice or for them to step in at any point, they will likely advise that you accept the return to keep the buyer happy, otherwise they will refund for you and the buyer may get to keep the item too.

On PayPal, if the buyer files a SNAD case and escalates to a claim, PayPal will rule in their favor to have the buyer return item with tracking on their dime in order to receive refund.  On PayPal, there is no protection from SNAD (Significantly Not as Described) disputes. You will accept the return.

You're d*mned if you do, and d*mned if you don't. If you reject his return without a return request, the buyer can then open a return request and depending on the reason the buyer chooses, you will be forced to accept return on eBay.  If eBay has to step in and resolve it, you will get a demerit on your account.  You can only have 2 or 3 of these before you get permanently banned from selling there.

Then, if that is not bad enough, if by some luck, you win both the eBay and PayPal cases, they may file a chargeback and you'll be on the hook for the full amount, plus $29 chargeback fee.

So the choice is yours.  I personally, would kindly ask the buyer to open a PayPal dispute and escalate it to claim so PayPal can facilitate the return and get it over with quick and move on. Buyer would pay return shipping. Too many ways a buyer can go over your head and make things worst for you or cost you more money/lose your item. Make sure you pay attention to deadlines and respond quickly.

Here is eBay's Money Back Guarantee policy: 

http://pages.ebay.com/help/policies/money-back-guarantee.html

Here is PayPal Seller Protection Policy: 

https://www.paypal.com/us/webapps/mpp/ua/useragreement-full#seller-protection

Chargebacks: 

https://www.paypal.com/us/webapps/mpp/ua/useragreement-full#refunds-reversals-chargebacks

[sharpiemarker]

And do not sell anything on eBay that you cannot afford to lose or to return/refund.

[lincoln8echo]

SNAD openng seems to me inadmissible, because the buyer was already pleased with the purchase. And this is contradicts with the concept of SNAD. In the end I did not have to worry about whether he will be able to resell the goods  to earn some money.
If I have to worry about this as well, soon I will have to give up trying to auction sales, as the buyer to be much more profitable.

If you should not try to sell anything for profit, and and instead should worry about the buyer's benefits, why i need this whole eBay business ?

[DPCreations]

If the buyer files a case for SNAD, the feedbak is irrelevant to the actual case; that's the reality of the situation.  It's important to understand that buyers have extensive options to use to get a refund, with each option being more onerous on the seller.  You need to take a business approach and focus on the option which will be the least costly to your business.  Generally, this will be a quick negotiated settlement with the buyer.  You need to figure out what the buyer really wants as a resolution; what the buyer really wants may be different than the actual claim.   When it seems appropriate I phone the buyer to work on a resolution.

Whatever the resolution, there will be a cost to your business, so look for the least costly resolution.

Do you reallly want the item back?  What do you really understand about the differen types and qualities of amber?  Will you be able to sell the item if you do get it back in new condition?  Did you price the item too high for its condition?

[Whac-A-Mole]

YOUR BUYER does not think the amber necklace is worth what she paid for.

You can ask her if she would accept a partial refund or just ask her to return it on her dime.

do not let her open a case on Paypal or Ebay,sadly on Ebay,there is no shortage of sellers,SNAD trumps your policy,whether it is no return or restocking.

if she files chargeback,you may not see your necklace and pay a $20 chargeback fee. 

[Whac-A-Mole]

sometimes,a buyer may decide to keep the item or too lazy to return it.

But these days,if she bought it to resell,she would be more inclined to return.

You may have overpaid for the  necklace,without seeing it,no one knows  

[lincoln8echo]

Thank you for all your advices.

I will  read all that Ebay and PayPal policies, but i suppose that i will not find anything more optimistic.
I assume that i have two ways to offer partial refund or to give full refund.
Two thing i cannot understand why i can loose necklace and what is the seller protection.

Why I have to worry that the buyer has bought a thing and worry that he won't be able to sell it.
It was his choice, he wanted to earn money.
If he has decided to be engaged in this business he has to estimate risks.
As well as for me it is his business and his work to sell goods.

Let's ask ourselves one question. If he will sell this necklace and make profit, will he share his profit with me ?
So why I have to lose my profit or even loose all money ?

 The price of amber can increase over time, he can sell it in other place (other country) where the price of such products is higher. 

Of course I will not win this dispute neither with Ebay nor with PayPal. 
And I will have to accept conditions which will be dictated to me. 

Because this looks like ... Ebay is not is the safest place for online sellers.
How much time i can give the buyer to think ? May be he will change his mind or find a buyer for this necklace...

[Whac-A-Mole]

if he has not open a case,then just offer him either a full refund or partial and then wait.

you could lose money and necklace under 2 scenarios-

he returned with tracking an empty box or less valuable necklace,since tracking shows it has been delivered,ebay/paypal robot will refund him in full.

Or

if you keep insisting no return policy and he lost the dispute,he will go to his cc issuer and file a chargeback,then he would win and since y ou said no return,then there is no need to return.

consumers law always tend to side with consumers.

Internet sales can be risky,so dont sell anything you cant afford to lose. 

[DPCreations]

PayPal provides very good seller protection but it is for a claim on non-delivery when seller provides delivery tracking.

After that you need to develop your own best business practices for dealing with customers; PayPal doesn't do that for you.