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Return request / false accusation/ Ukraine
Hi!
Not sure how to handle this. Beyond newbie experience. I don't except returns unless the item description doesn't match. But item is covered by eBay 100% guarantee. Buyer sent a return request about a child's jacket he purchased and claims its too small and the size doesn't match the description. It is mentioned in the title, the description, item specifics and category that it is a child's jacket. I started the return process because of the 100% guarantee and recieve another message that the jacket is in Ukraine that he paid more money to have another service ship it. Implying that I need to refund that as well. Also that he can't use the shipping label I provided for return because he is in the Ukraine.
No clue where to begin. What should I do??
eastlaneave
Mentor2 years agoHi @relicsonrewind
I answered a similar question here
Here is what I said there
If the buyer bought from you, and you shipped it to a USA address, then the buyer had it forwarded to Ukraine, the buyer's protection is voided.
You provided a return label from the USA address, that is all you need to do.
The buyer will have x days to return it. If they do not return it in that time, their case will close and you will keep your money.
Be sure all communication with the buyer is through eBay messages. Be sure to solidify in eBay messages that the buyer used a 3rd party to forward the item to Ukraine.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
relicsonrewind
OP2 years agoThank you so much for your response! I've been stressing trying to find a way to get this to ebay. So, I've done all I can do? Should I respond to further messages? What about negative feed back?
Thanks so much for your time! I'm feeling much better about the situation now.
eastlaneave
Mentor2 years ago@relicsonrewind
As I understand, there is a return case open.
Since the buyer won't be returning the item, that case will close, on it's own in due time.
If the buyer leaves negative feedback at that time, then you can appeal the feedback to eBay here using the "Request Feedback Removal" button.
https://www.ebay.com/help/selling/leaving-feedback-buyers/disputing-feedback-received?id=4102&from=ContactUs
Then you can explain what happened, and refer to the eBay messages. (That's why you need the buyer's location outlined in eBay messages)
relicsonrewind
OP2 years agoThank you!
glorybells
·2 years agoWas the address you sent it to in the US? It sounds like he used a freight forwarder (ebay international shipping won’t currently ship to the Ukraine). If so, after you shipped to the FF, the buyer paid more to have it shipped on to them, but that’s not your problem. You were only responsible for getting the item to the original address. I know that you’re not responsible for this, but I don’t remember how you let ebay know that, so I’m hoping someone else will come along soon who can tell you how to correctly handle this.
relicsonrewind
OP2 years agoThank you for replying! I am feeling better about the situation. I hope someone can tell me how to let ebay know as well. Still a concern about negative feed back.