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return
If a buyer wants to return the item but won't respond to emails or phone calls to setup the return, what options do we have.
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Discussions in this board are limited to the original poster and Community Mentors
If a buyer wants to return the item but won't respond to emails or phone calls to setup the return, what options do we have.
comics-scifi-collectibles
Mentor1 year ago@ethucon No matter how it was shipped refusal of the shipment should void the eBay Money Back Guarantee.
as long as it did not arrive postage due.
As @mr_lincoln said you could refund the item price only after inspecting the item. You are not required to refund the outbound shipping or pay return shipment costs for package refusal through eBay cases. HOWEVER the buyer may still go to their funding source and file a chargeback and you would have to fight the case again which may have a different outcome. If that happens come back to this thread for more advice.
The buyer refused delivery of the item
Covered:
Not covered:
If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing.
house*of*paws
Mentor1 year agoHi @ethucon
What is there to ‘set up’? If the buyer filed a return request … then all you need to do is provide the return shipping label.
ethucon
OP1 year agoTo ship it, the item has to be on a pallet, and we need to make sure it is. We will also need to get the Bill of Lading to the customer and find out when we can pick it up. This is not a small item that needs to be shipped.
mr_lincoln
Mentor1 year agoHi again @ethucon
Thanks for the NEW information. We are volunteer Buyers and Sellers here who support other members with issues on eBay. We have no account access, only what is publicly available to us. We can only respond to the information we have been given in our effort to support members. Our replies might have been different had we realized that the item shipped via eBay's Freight shipping and not a smaller package going through USPS, UPS or FedEx.
mr_lincoln
Mentor1 year agoHi @ethucon
I did not see anything sold on this ID of yours ... either you have another account or for some strange reason your Sold history is not being displayed at the moment.
Buyers can file an official return claim through eBay and if you accept the return you can send them a return shipping label through the eBay claim. Depending on the return reason eBay might do that for you and then debit your account for the cost of the return label.
If the item was sold Local pick up and you are trying to set up a return then just wait if you have messaged them and called. The ball is in their court.
ethucon
OP1 year agoIt is not my account but I am helping someone who sold a juicer, the customer refused it and we are trying to get it shipped back. The customer is not answering our calls or responding to our emails. We need to make sure the item is on a pallet so we can go and pick it up.
mr_lincoln
Mentor1 year ago@ethucon
If the Buyer refused the package they lost their eBay Money Back Guarantee. Unless you get it back you do not refund them anything. If you get it back and it works and is in the same condition it was shipped in you can refund the item cost but not their paid shipping.
You can add them to your Blocked list on this page, you are allowed 5,000 members on your Blocked list. Buyer management | eBay