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How to ask ebay step in for seller in a return case?
A buyer initiated a return request a few days ago, and his return reason is 'item not as described'. But actually buyer is misusing ebay return policy. We want to ask ebay step in and let them to investigate this case, but we can't find any buttons for us sellers to ask ebay step in. We need some seller friends to tell us how to contact ebay to resolve this case. Thanks.
9 comments
house*of*paws
Mentor1 year agoHi @homnibay
You offer ‘30 returns’ … so you have a ZERO chance of showing eBay that the buyer is abusing returns.
You will only collect a defect AND forfeit your fees if eBay is brought in to the case by either you or the buyer.
Because you’d be responsible for paying the return shipping … it probably would be cost effective to refund the buyer without having them return the oversized, heavy item. I’m very sorry.
homnibay
OP1 year agoThanks. I understand that. It is really unreasonable and unfair for seller.
house*of*paws
Mentor1 year ago@homnibay
Perhaps. You chose to sell items that are costly to return … and are almost definitely made cheaply.
Neither you nor eBay have any way of knowing the condition of the item at the time it reaches the buyer. eBay will always side with the buyer.
comics-scifi-collectibles
Mentor1 year ago@homnibay As a seller who has seen many sellers try to fight this type of return request I can tell you that 99.9% of the time eBay is going to side with the buyer. If ebay steps in they are going to rule in the buyer's favor , you get a defect , you don't get your sellers fees back , buyer keeps the item.
Here's how returns work >
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER
homnibay
OP1 year agoThanks for your detailed explanation.
homnibay
OP1 year agoSo seller don't have any chance to ask ebay step in and investigate this case? Could you tell me?
comics-scifi-collectibles
Mentor1 year ago@homnibay. You can ask eBay to step in on the 4th business day after the case was opened by the buyer.
I am just trying to let you know that unless this buyer has been reported by other sellers for return abuse that you will lose the case.
Here's how to ask ebay to step in when it's time to do so>
https://www.ebay.com/help/selling/managing-returns-refunds/ask-ebay-step-help-sellers?id=4702
homnibay
OP1 year agoHi,
I have read this article you sent above, but I can't find any buttons or acces to ask ebay step in. That's the point.
homnibay
OP1 year agoSo what is your suggestion? Refund buyer and let him keep the item?