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Need advice ASAP on INAD Issue
‎04-02-2024 02:22 AM
-I sold a novelty golf lamp and there were 18 pictures from all angles. I did use AI description, but only after I edited it and made sure it was accurate. Any and all item specifics that were applicable were filled out and the condition description was accurate as used.
-The buyer created their account on the same day they bought the lamp from me, the only feedback they have is from me.
-I shipped the lamp to the buyer in 2 boxes (1-lamp 1-shade) to ensure it was protected properly while going from SC to CA, I paid more on the shipping than what was paid by the buyer because my dimensions did not factor in the extra box the lamp required.
-Out of courtesy I contacted the buyer so they would be aware that there were 2 boxes coming and that even though I shipped both at the same time I did not know if they would arrive at the same time.
-They arrived a day apart, but both were delivered on time.
-The buyer never responded to my message about the 2 boxes.
-10 days after the 2nd box was delivered, the buyer initiated a return stating the item was not as described or pictured with eBay, which was immediately approved.
-The buyer never once reached out to me about any issues with the lamp prior to initiating a return.
-I have reached out to the buyer twice now in a completely polite and professional manner asking about the lamps condition and letting them know that I was wanting to make things right and make the process as easy as possible for them.
-I asked if they would be shipping the lamp back to me in 2 boxes (or the same 2 boxes) that I shipped it to them in.
-As this is my first INAD return I am not sure how the shipping label process (me buying, them shipping) works as far as dimensions of boxes goes etc.
-It was Easter weekend, I sent the first message to the buyer after I received 2 messages from eBay on Saturday, the 1st stating my funds were on hold and the 2nd stating the return was approved.
-I did not message on Easter Sunday, but I did send a second message on the following Monday (yesterday), basically stating the same things as I did in my first message, still polite and ensuring them I want to make things right and just want to know why they are shipping it back and how they are shipping it back.
-Still no response.
-I would like to know what was wrong with the lamp, if it arrived broken or damaged or not working. Or if somehow the item was not as pictured (which is just very, very far-fetched with the pictures that I listed it with and how rare looking it is) and I would assume that I need to know what they are shipping it back to me in (dimensions wise) before I purchase and send them the label (or however eBay does it).
My main questions/concerns are:
1- Shouldn't they have reached out to me before initiating a return letting me know that they received an item that was not as described or pictured?
2-Shouldn't they have sent me pictures of the item showing me that it was not as described or that it was damaged?
3-Did they send eBay pictures of it?
4-Do they have to do so?
5-Could INAD be that it was damaged during shipping? (it says not as described or pictured so I am assuming it didn't arrive damaged, but with no contact from the buyer and the 10 days between receiving the lamp and filing for a return request I am wondering about its current condition.)
6-If a buyer received an item and it wasn't as it was described or pictured, wouldn't they notice before 10 days had gone by? Or if it was received damaged or not functioning, why wait 10 days and why not contact me first?
7-If they don't respond about how they are shipping it back what do I do about purchasing the shipping labels? Will I have to know the dimensions? Will I be able to have it sent as 2 labels for 2 boxes like I shipped it to them?
8-Don't they have to ship it back in the same condition I shipped it to them in? Or in the same boxes with the same amount of protection etc? Without pictures of it from them how will I know if it was damaged during transit to them, while they had it, or during transit back to me if it arrives back to me damaged.
9-Was any proof of how the item was received vs how they expected it to be when they received it based on my listing submitted to eBay? Because nothing has been submitted to me and I am completely in the dark as to why it is being returned.
10- How was it automatically approved as an INAD after 10 days of them having it in their possession
if there was no proof that it was not as described submitted?
I have no problems making things right, if I didn't photograph it correctly, the item specifics were incorrect, or if it was in some other condition besides used with minor flaws. If it was actually an INAD or pictured I will gladly (kinda) pay for them to ship it back and will issue a refund. But I don't see how this could be the case. It is especially fishy to me that they waited so long to ask for a refund, did not contact me before requesting one, that they created their account the day they bought the lamp and that they have not responded to any of my messages.
I know I have to pay for shipping, and I know that I have to do so in a timely manner, and I also know that eBay almost always sides with the buyer if I were to dispute. But I want to make sure I am doing things properly, in every aspect. I do not want to purchase the label, which basically says that I agree that the item was not as described and here I am paying for you to send it back to me and I will send you all of your money back, without some sort of explanation and proof as to how the item was not as described or pictured. I also know that if I ask for eBays help, they could just tell them to keep the lamp and give them their money back, forcing me to repay them and defecting on my account. I have done my research. But I am still looking for any and all advice on how to proceed.
I have until the 4th (which is in 2 days) to provide a return label, I am not trying to get out of having to refund them, or pay for return shipping, I am simply trying to make sure I am protecting myself and my account (and money) in case this turns out to be as fishy as it smells to me. I don't steal, cheat or lie and I expect the same in return (which is not reasonable on eBay), but I will not just be taken a crap upon and take it lightly. Like I said if there is something wrong with the lamp, I just want to know what it is. So I can do the right thing by my buyer. I offer 30 day returns but the buyer has to pay, and what I honestly think happened is they didn't like the lamp for whatever reason but don't want to pay to have it shipped back to me. I honestly have very little money invested in the lamp at this point. And have seriously considered just letting them keep the dang thing and issue the refund, because the cost to have it shipped back is more than I have invested in it all together. But IDK how that will affect my account, plus it is pretty much just giving them exactly what they wanted to start with!!!
I know its a lot of questions and I thank anyone in advance that reads it all and has some advice, I am fairly new to selling but have done things as by the book as I know how to do and wanna keep it that way. Thanks -Mel
melkit_5911
OP2 years agoUpdate: I issued the refund without them having to ship the lamp back as the cost to do so was going to be more than I had invested in the lamp in the first place. Ended up taking about a $5-10 loss overall. So at the end of the day, I can live with that, just hope I didn't open myself up to a scammer who will repeatedly buy from me and do the same thing over and over. The money part of the refund was never the issue I just wanted to know if I had done something wrong or if the item had been damaged, but I guess I will never know now. BTW still no response from the buyer. I did not message them again though because my ability to be polite and professional has diminished entirely with them.
comics-scifi-collectibles
Mentor2 years ago@melkit_5911 "I did not message them again though because my ability to be polite and professional has diminished entirely with them." I have been there a few times!
I think you made the right choice of refund without a return since it was better for your bottom line.
I do recommend adding the buyer to your blocked list if you have not already done so. >>
https://www.ebay.com/bmgt/BuyerBlock?
comics-scifi-collectibles
Mentor2 years ago@melkit_5911 This is how returns work, not saying I agree with all of the rules.
Sounds like you are dealing with a bad buyer. Unfortunately the rules for the eBay Money Back Guarantee are weighted HEAVILY in the buyers favor. Buyers have 30 days from the date of delivery to file a not as described refund request. The buyer is not required to contact you.
eBay usually asks the buyer to provide a photo if the item is not as described, HOWEVER they can contact CS to override this requirement if they are not able to upload a photo for whatever reason.
Only ONE return label will be issued from the return request. If the buyer isn't cooperating I am not sure that sending them a second label is going to be helpful but you can buy one from Pirateship.com and send it as JPEG in eBay messages. If the Pirateship label is not used then they refund you after 30 days.
You also need to approve the return label from the request. I know that this is not what you want to do but if you don't eBay will just force a refund, you get a defect and the buyer keeps the item and you don't get your sellers fees back.
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 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=
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=1
I think I covered the major points. Let me know if you have a specific question. Please break up the questions so that it's not one long block because it's hard to read for my old cranky eyes. 😉