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Item Return
I have a buyer that wants to return an item.
They say the screws are stripped and they can't get into the battery compartment.
We tested it twice before shipping, plus have lots of pictures on the listing.
I want them to be happy. We don't accept returns, but the eBay policy says they are protected. How does that work?
I asked the question yesterday but no response. I need to know how to proceed, and eBay phone hours are spotty, so I have no idea when they are available by phone. Thanks.
4 comments
golfingaddict
Mentor8 months agoeBay's Money Back guarantee overrules your return policy. So even if you say no returns, if there is a problem, the buyer can send it back and get a full refund.
When they open the return request, there is a place to "refund" immediately and you will not get the item back (or pay for the return shipping)
Sometimes, just refunding makes sense. Only you can decide if that is the best option for you.
sellingitonebyone
OP8 months agoThanks for that information.
I refunded her this morning. Just easier.
It's a shame because there was nothing wrong with the item. We tested it and had no issues. There were very clear pictures of the battery case area. So I feel it's really not my fault. I was shocked when she messaged me telling me she couldn't open the battery case!
So do I need to do anything else?
It has been refunded to her, and I have the correspondence from eBay saying it was refunded to her.
golfingaddict
Mentor8 months agoYou do not have a choice.
If the buyer says there is a problem and opens a return claim for not as described, you must accept the return, pay for the return label and refund in full when you get it back.
If you do not do that, eBay will refund for you out of your funds or charge you for it.
Manage returns, missing items, and refunds for sellers | eBay
sellingitonebyone
OP8 months agoThanks. So it doesn't matter that I'm listed as not accepting returns then.
I'm inclined to just tell her to keep it and I will refund her payment. Is that ok to do?
I just don't know how to do a refund! I'll figure it out.