Locked
Discussions in this board are limited to the original poster and Community Mentors
Customer requested return saying it was defective for full return but see details below
I have a customer who ordered battery, sent to his customer who returned it to them after using it. My buyer requested return as defective which it is not. How would you handle one of these? First I do not want to refund him shipping to send to him, 2nd I want him to pay the shipping back to us, 3rd if battery truly is used I cannot sell it nor do I offer returns for that. However since he requested return as defect I do not have option to reject it
6 comments
inceptions
Mentor4 months agoHi @bestnbatteries
How could you possibly know the battery is not defective if it hasn't been returned to you?
Your buyer has eBay's Money Back Guarantee. If the buyer opens an item not as described case for the defective item, you need to refund his payment in full and pay for the return shipping (unless you don't want the item back in which case you can just refund in full).
bestnbatteries
OP4 months agoI spoke with the customer in messaging and he explained why he is returning it and it was not because battery is defective but because his customer decided he wanted one with a longer warranty but he already used this one.
momtoabeautifuldaughter
Mentor4 months agoIf they opened a return case as damaged, not as described or similar reason then you will be paying return shipping and refunding them in full.
bestnbatteries
OP4 months agoBut what if they said in messages the real reason and it is on them not something we did at all? They requested return as defect because they know they will get free shipping back to them but in messaging confirmed the reason they wanted to return was nothing to do with that or any error on my part
inceptions
Mentor4 months ago@bestnbatteries
Thanks for posting back to explain.
You may want to run this by customer support, but do that before you reach the deadline to respond to the case.
You can use the contact link at the bottom right of the page at the link below. Type "Agent" in the chat box as many times as needed to actually get an option for a callback.
https://www.ebay.com/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sellers?id=4079&st=3&pos=1&query=Manage%20returns%2C%20missing%20items%2C%20and%20refunds%20for%20sellers&intent=returns%20for%20sellers&lucenceai=lucenceai&docId=HELP1111
momtoabeautifuldaughter
Mentor4 months agoThat would have been helpful info in the original post. You can maybe contact customer support but I can't guarantee that will change anything