Locked
Discussions in this board are limited to the original poster and Community Mentors
Return question
I am a new seller on eBay. I got my first return request recently. I have asked the buyer to send me a picture of my item in its entirety so I can establish that it is indeed my product and not a damaged product that looks like mine. The buyer has sent me a couple pics in their initial claim but it does not show the whole garment with the identifiying tags. I have asked for a picture of the whole garment showing tags but the buyer has so far refused to do so. What should I do here as the garment he is showing pictures of I don't think is the one I sold them but a similar garment they had that was damaged. Thanks for the help.
2 comments
lady_madonna
Mentor9 months agoYou will need to comply with the buyer's Return Request. They are not required to send you additional pictures.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
You must refund within 2 days of delivery of the returned item.
According to Ebay: If the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value.
If the return is eligible, you'll see the option to deduct a specific amount or a percentage when you refund the buyer through the return request.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#section5
comics-scifi-collectibles
Mentor9 months ago@liquidcon35 A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc.
The eBay Money Back Guarantee overrules your returns policy.
Your best option is to at LEAST offer Buyer Pays return shipping that way buyers are less likely to feel that they have to lie about the return reason and they pay return shipping for remorse returns.
The seller ALWAYS pays return shipping for not as described returns.
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.
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 after you get the item back 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