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Shipping Refunds
Summary: silverbasketshoppe discusses an issue with selling a vase online, where the buyer requested a return due to disclosed damages but later changed the reason to 'item not as described.' Despite having a policy not to cover shipping costs unless a mistake was made, the platform placed a hold on the full purchase and shipping price. silverbasketshoppe expresses frustration over platform policies that seem to favor the buyer, and a participant, jacbarcollectibles, advises that in such cases, the seller must accept the return and issue a full refund. silverbasketshoppe reiterates that the situation was not as described by jacbarcollectibles.
I sold a vase. It was disclosed that it had very minor damages. As a seller, I do not pay for shipping. The buyer contacted me and she wanted to return the vase, stating it had the damages which were disclosed. She asked to return the item. I said I would take it back since I have a 14 day return policy but I would not pay for a return label, she would need to ship the item back at her expense. It is my store policy that I do not pay for or reimburse for shipping unless I made the mistake. So she said she was returning the vase and changed her story and wrote in her excuse that she was returning it because the item was not as described. The vase was as described. Our emails were clear about the problem (her). So ebay sent her a return label and put all funds on hold (the entire purchase price of the vase plus the shipping). Additionally, she stated she threw away the boxes and shipping materials and I did have a handling fee in there to cover the cost of the shipping materials which she said she didn't have and had thrown away. So they have the full cost of the vase on hold plus the original shipping cost, which I never said I would reiburse or refund her for. Ebay has basically let her change her story and put the vase cost plus the initial shipping cost on hold that as a policy, I do not cover. So when I called customer service to ask why these funds were on hold, they said to ignore that and it meant nothing and I would be able to make sure the vase is as it was when it was shipped to her. I do not see that option at all. All I see is the full purchase price plus the full shipping cost on hold. Assuming the vase was as it left me and there are no further damages, how do I dispute the original shipping cost which is also on hold?
jacbarcollectibles
Mentor1 week agoWhen the buyer opens an "Item not as described" case you must accept the return, provide a prepaid return label and give a full refund once the item has been returned. The customer service rep just told you what you wanted to hear to get you off the phone. After you make the full refund you can report he buyer for misusing the money back guaranty but this will not get you any money back.
silverbasketshoppe
OP1 week agoAs i explained, that's not what happened.
silverbasketshoppe
OP1 week agoThe buyer started with she wanted to return the item because it had damages but the damages were disclosed and she acknowledged that. The not as described came after I told her she would need to ship it back at her expense. Then she said she threw away the box with the label but there were 2 boxes. And I do not reimburse for shipping unless i made the error. I made no error. Again, she opened the case as it had damages. The "not as described" only came after I told her i was not going to reimburse her for the shipping and that was clear via our communication. So please respond to what i am asking you about.