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Complicated return request and false accusation.
Hi!
Not sure how to handle this. Beyond newbie experience. I don't except returns unless the item description doesn't match. But item is covered by eBay 100% guarantee. Buyer sent a return request about a child's jacket he purchased and claims its too small and the size doesn't match the description. It is mentioned in the title, the description, item specifics and category that it is a child's jacket. I started the return process because of the 100% guarantee and recieve another message that the jacket is in Ukraine that he paid more money to have another service ship it. Implying that I need to refund that as well. Also that he can't use the shipping label I provided for return because he is in the Ukraine.
No clue where to begin. What should I do??
woodland_gnome
·2 years agoeBay's Money Back Guarantee is voided when the the item forwarded from the shipping address the buyer gave at payment to some other location. You are not required to pay for return shipping from Ukraine (or for that matter refund at all even if s/he does return it at his/her own expense, especially if you think s/he is wrong that the item doesn't match the size, e.g. because s/he doesn't understand child vs. men vs. women's sizes).
So either deny the return outright or offer a refund if s/he returns it at his/her expense.
relicsonrewind
OP2 years agoHi!
I have another question regarding this situation. Ebay gave this buyer until April 29th to return the jacket because unfortunately I had already started the return process and purchased the return label when I initially posted this. My first question is why 23 days? I thought policy was 14 days? Policy also says that if there isn't any activity on tracking by 14 days they will automatically terminate the return. Is that 14 days after the 23? Because it's been 22 days and the return is still open and as far as I can tell it hasn't left Ukraine.
eastlaneave
Mentor2 years ago@relicsonrewind
eBay extended return times during the pandemic, and hasn't shortened them yet.
The buyer has until 29th for the package to start tracking.
On the 30th, if there is no tracking, eBay should close. If not, ask eBay to step in and close it.
relicsonrewind
OP2 years agoThank you for responding! How long should I wait to contact ebay? And how do I do that? Another question unrelated... is everyone seeing a decline in sales lately or just me? Lol
eastlaneave
Mentor2 years ago@relicsonrewind
I'd contact eBay on the 30th
You may be able to request the case be closed from inside the case itself. that is the ideal method.
If you don't see that, you can try reaching customer service like this:
If you want a call back from eBay Customer Service, here is how to get a call:
Start at an article close to your question - for instance: https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
Scroll to the Bottom of the page similar to your question
1) Click "Contact Us" then:
In the CHAT WINDOW
2) Type "I need help"
3) Click "Selling" (or your topic)
4) Type "Agent" in the chat window
5) You may need to click "Something Else" or "More Options"
6) Click “Have Us Call You†(or "Chat with an Agent")
-- If you use a call filter on your phone, turn it off temporarily, or it might block the incoming call.
eastlaneave
Mentor2 years agoIf the buyer bought from you, and you shipped it to a USA address, then the buyer had it forwarded to Ukraine, the buyer's protection is voided.
You provided a return label from the USA address, that is all you need to do.
The buyer will have x days to return it. If they do not return it in that time, their case will close and you will keep your money.
Be sure all communication with the buyer is through eBay messages. Be sure to solidify in eBay messages that the buyer used a 3rd party to forward the item to Ukraine.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210