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Fixing mixup
Accidentally sent two buyers the wrong packages to the wrong address. Contacted buyers and agreed to send back and get them to the correct location. One took too long so eBay refunded them. Now I’m worried if I send the other package to the correct buyer that eBay will still refund them and I’ll be out item and refund. Question is if I send the item to the customer with eBay shipping label will eBay hold the refund and wait for customer to receive the package and then cancel as if the problem was solved? Or will they still proceed with giving the refund to customer anyway because the process has started and there’s nothing you can do once a refund is scheduled. I was unable to have them step in to stop the other refund even though the buyers and I had come to an agreement.
mr_lincoln
Mentor6 months agoHi @rookiesofthecentury*rotc*
Before we can provide an answer we need some more information:
For collector cards are you using the ESE (eBay Standard Envelope)? eBay standard envelope | eBay
If Buyers claim they did not get their item you refund them immediately and then file for reimbursement as described on the Help page. ESE is Metered Mail not door to door tracking so eBay helps cut a loss by allowing the Seller to file for reimbursement through them. If you did not refund them through the claim they can ask eBay to step in and force the refund plus give your account a strike for not resolving a problem.
For regular packages or cards not covered by ESE the following questions - comments would apply.
Did you print your labels through eBay? If so tracking is automatically uploaded to the sold files for your protection. If not did you buy the labels elsewhere and then manually add the tracking to the sold files?
You wrote: " ... One took too long so eBay refunded them. ..." eBay does NOT arbitrarily refund Buyers based on when a package is delivered, they would only do this if the Buyer opened a claim that they did not receive their item and YOU did not upload tracking to the claim. The Buyer can then ask eBay to step in and force the refund plus you would get a strike on your account for not resolving a problem. They could also have filed a claim with eBay that the item they received was not as described and again, if you did not respond to the claim and accept the return they could ask eBay to step in and force the refund, this also results in a strike on your account.
eBay will not "hold" refunds if official claims are filed. The claim procedure overrides everything else. If the claim is for not received sellers upload valid tracking to the claim and are protected if delivery is confirmed by the carrier. If the claim is for a return and the Seller does nothing the Buyer as mentioned can ask eBay to step in and force the refund.
Your "No returns" policy is meaningless in a number of scenarios, just so you know. You should consider Accepting returns for the future.
rookiesofthecentury*rotc*
OP6 months agoMy scenario is I sold two sport card lots, both of which were sent in bubble mailer using shipping labels bought from eBay and printed at post office using QR code. Packages had the wrong labels placed on them so customers received each other’s packages instead of their own. I contacted both buyers and had them start returns so I could get them shipping labels and then send them the correct card lots once received, which both parties agreed. One package took longer than the other to arrive and my time to solve according to eBay had expired so refund was issued. I had tried asking how to proceed and it had said ignore refund if parties communicated agreement with one another so I wasn’t expecting to refund the buyer but to ship them their correct cards. So now I worry that if I ship the correct package to the other buyer now eBay will still issue refund regardless? Or like stated in your reply if I use the same shipping method and provide tracking then it should wait or extend date till they confirm buyer received item? And I do expect returns and willing to work with all buyers. I just understand how some buyers try to work the system so don’t advertise it.
mr_lincoln
Mentor6 months ago@rookiesofthecentury*rotc*
You wrote, " ... I contacted both buyers and had them start returns so I could get them shipping labels and then send them the correct card lots once received, which both parties agreed. ..."
What you and Buyers agree to is not binding, only eBay policy and normal procedures matter.
... an official return through eBay requires the Seller to refund the transaction once the label they supplied for the return has tracking and shows delivery confirmation back to the Seller, you in this case. Ignoring refunds in a claim means Buyers can have eBay step in and close the claim in their favor forcing the FULL refund PLUS give you a strike on your account for not resolving a problem. eBay's return process is automatic and monitored by computers, there is no human sitting there watching your transactions, checking tracking and getting ready to reverse money they gave back to the Buyer.
I suspect this is going to end badly for you. If you have the items back and BOTH transactions are refunded through eBay they are over, done, finished. If you ship items back to the Buyers you are giving the items away for free plus paying additional shipping costs out of pocket. You can Relist the items and if the Buyers want to purchase them again they can.