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refund request
i received a req for refund 18 days after item was received. she stated it had holes in it. i requested pics to compare. she sent 2 but not identical to the listing pics, so i sent a message to have her send the pics again. i have not rec a response in 2 days. i cant believe i would have missed this. i dont see any holes in my listing pics
so what should i do? the refund isn't a problem, its the principal. it looks like a cat or dog clawed it and i cant refund everyone that has damage to an item after the fact.
5 comments
gosimus
Mentor2 years ago@claycellarceramics
< i received a req for refund 18 days >
You need to provide more details. What kind of request? Did she just send you a message? Did she open a Not As Described claim? Something else?
claycellarceramics
OP2 years agobuyer sent a refund request stating listing was not as stated. item had small holes all over it. this would be very hard to miss and looking at my listing pictures, i cannot see any damage or holes. the pics she sent me were just showing the holes(looks like an animal clawed it). i asked that she send me pics of front and back like the pics that are in the listing to compare. i have not received them as of yet. i obviously dont want the item back, and even though it is a small dollar item, i cant feel i am being scammed. i do not know the seller or have any resources to see if this has happened in the past. the delay of 18 days to request a refund makes this even more suspicious. what should i do? just send refund or wait till she responds to my message. will this be looked into to see if this is a recurring situation?
tenbigdogs
Mentor2 years agoHi @claycellarceramics You've messaged the buyer now let it be. Sellers get themselves into more avoidable trouble by having no patience. Unless and until they file a formal Return request, there is nothing for you to do. If they actually file a formal return request, then you must respond by either sending them a return shipping label or letting them keep it and refunding them. eBay return shipping labels are not paid for until used, and they must be used within a finite amount of time. If the label expires, the return is closed in the seller's favor. Based on what we hear, many times after the initial complaint, the buyer never gets around to packing up the item and taking it to the post office to send back for the refund. Time is on the side of the seller. A seller must sit on their hands and resist the urge to message the seller and "remind" them about the return. You'd be stunned at how many times sellers kick their own shins with that kind of nonsense. Be patient. Good luck!
I say eBay return labels because if a seller uses Pirate Ship or other apps apparently they have to pay for the return labels up front. Another good reason to stick with the eBay apps.
comics-scifi-collectibles
Mentor2 years ago@tenbigdogs Very good points....
I just wanted to comment on this " say eBay return labels because if a seller uses Pirate Ship or other apps apparently they have to pay for the return labels up front. Another good reason to stick with the eBay apps."
Sometimes it is better for a seller to provide their own return label using Pirateship so they can fully insure an item OR if it is expensive and needs a signature on return delivery.
The good thing about Pirateship labels while you do pay for them up front they are automatically refunded after 30 days if not used for ALL labels. No keeping track and hoping USPS or UPS will refund you for a voided label.
As you said eBay labels in a return request do expire after a certain time too though.
mr_lincoln
Mentor2 years agoHi @claycellarceramics
If it is an official claim via eBay you have to respond within the time frame of the claim or risk a defect on your account.
You can have the Customer file a return request and you can Accept and pay to have the item returned.
You us the No returns accepted setting but that does NOT mean no refunds. In the end it is your choice to refund or not. You should consider switching to 30 day Free returns, you have more flexibility on a returned item that a customer may have damaged (or their car or dog) ... here is a link to your Seller protections: Seller protections | eBay