Locked
Discussions in this board are limited to the original poster and Community Mentors
Told to file report on buyer for fraudulent return, I did, nothing happened
I sold a sapphire blue rhinestone necklace, buyer requested a return because the color did not match the dress she wanted to wear it with. While I am not responsible for how colors appear on her computer/phone screen, said ok, I will take the return BUT...buyer needs to pay return shipping - this is stated very clearly in my terms right under the descriptions, because I offer free shipping, buyers pay for returns, this has been my policy for 26 years on Ebay.
Buyer shipped the package back - in her return details she stated item did not match the description or photos!! WHAT? I immediately called Ebay to complain - was told to file a report on her so I could appeal any defect resulting from that. I filed a report. Three days later, the package arrived. I called Ebay to ask them what I should do now. I was told to refund her, then appeal the defect. I did not want to refund her until this was resolved - I was told I had to refund her THEN appeal. I refunded her - defect is STILL THERE and today they have charged me $7.50 for return shipping. I just tried to appeal and was told CASE CLOSED by the automated agent who has NEVER been able to help me. So now I am out $15 (on shipping) because this person's monitor/phone screen showed her a color that was not correct. I am waiting for Ebay phone lines to open to speak with a human who can read the notes of the situation and hopefully help me. Any advice would be appreciated.
jaysandi
OP6 months agoThank you so much for your response. I am aware of how the money back guarantee overrides seller policy - but my initial reason for calling was because I felt it was buyer's remorse. Two hours after I posted my message above, I got a hold of a human being - through a call-back request. I am happy to report the outcome was in my favor. My agent concluded very quickly that I had been given bad advice by both of the Ebay reps I spoke to while the return was pending. She said I should have filed the report AFTER I received the package, not before. Filing it early did nothing - the buyer isn't notified and the Ebay group that gets those reports only uses them to check for patterns of behavior in that buyer. My agent agreed that I had no control over how the necklace color appeared my buyer - she felt it was buyers' remorse. She also said the refund was automatically applied - but shouldn't have been because I had filed a report and spoke to 2 agents about the return. She put me on 2 long holds, and apologized for them - I told her I had plenty of time to wait as long as she was advocating for me. When she came back on she said I would have no defects on my record from this return. Although it was too late to refund the return shipping charge (which had already been applied to my account) she managed to get me an Ebay coupon in the same amount to make up for it. She said, in the future, file reports after receiving the return and before giving the refund. I am still a bit confused but all's well that ends well.
fashionsandbeauty4u
Mentor6 months ago@jaysandi
Thank you for this positive update! I am very happy it worked out for you. 😀
fashionsandbeauty4u
Mentor6 months ago@jaysandi
If this Buyer opened an Item Not as Described refund request, even if it's not true, you would need to pay return shipping. The eBay Money Back Guarantee overrides an individual's Seller's return/refund policy. Having a disclaimer in your listings that the Buyer must pay return shipping only applies to "remorse" returns, such as "doesn't fit" or "just don't like".
Once the item is returned, if it turns out it's exactly as described in the listing, you need to refund in full. Then report the Buyer for misuse of the Money Back Guarantee.
In the meantime, eBay no longer has a phone number to call. You could go to Help and Contact and request a call back. Or message eBay on one of their social media accounts. Those are staffed from 6 am - 6pm PST.
www.facebook.com/ebay
www.instagram.com/ebayforsellers
www.x.com/askebay
Keep in mind that you only have a short window to refund the Buyer or eBay can step in and force the refund from your funds.