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Buyer has not returned refunded item
Summary: ricbalmaceda shared their experience of selling a pair of shoes where a listing error led to a refund request. After immediately refunding the buyer, they attempted to arrange for the shoes' return by asking the buyer to confirm their address, but received no response for nine days. golfingaddict advised that immediate refunds often imply no return is expected, and suggested sending a label in hopes of an honest return. They explained the proper process for handling returns and noted that ricbalmaceda's options were limited since the refund was issued first. Contacting eBay was unlikely to resolve the situation.
I sold an item to a buyer - a pair of shoes. I had the size wrong on the title of the listing but correct on the listing specs, so the buyer requested a refund. I refunded the buyer immediately. The listing accepted returns but the buyer had to pay for the return label. The buyer messaged me saying that I needed to provide the label if I wanted my shoes back, which was OK with me. I went on the USPS website to provide the buyer with a return label, before buying the label I asked the buyer to confirm their return address and they have not responded after multiple messages. It's been 9 days now.
Trying to reach eBay customer service seems impossible, everything links to a help article - very annoying.
Need advice please. Thanks!
golfingaddict
Mentor1 month agoYou did things out of order.
When you immediately refund, there is a message saying that you don't necessarily expect to get the item back.
At this point, the buyer is not required to send it back to you. You can try sending them a label and hope that they are honest and return the item.
When you have a return request, always select "return for a refund" and then wait to get the item back before you refund.
Contacting eBay won't change the circumstances. You refunded the buyer.
ricbalmaceda
OP1 month ago · EditedWow, I had no idea. Is there a way for ebay to step in and help?
When I was adding a refund, I simply followed ebay's steps and must have not noticed those two options? Not sure what happened there...
golfingaddict
Mentor1 month agoHere are your response options:
Accept the return: The buyer will send the item back to you for a full refund, including the original shipping cost. You'll also be responsible for covering return shipping costs. If the item is returned used or damaged, you may qualify to deduct an amount from the buyer's refund to cover the loss in the item's value.
eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help.
How to accept a return
Give a full refund: You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. This is a good option for low-value items.