eBay apparently refunds buyers now on returns that were never shipped back?
I had a simple return on a pair of shoes due to fit. This was not an "item not as described" case. Buyer never returned the item so the return timed out. Then out of the blue a week later I get an email that they decided the "case" in the buyer's favor and they fully refunded her despite her never returning the merchandise. I'm just completely blown away. I've never in my life experienced this. Any advice how to proceed here?
14 comments
fashion_lion
OP3 years agoI just wanted to give an update. I called customer service and they absolutely could not see how they buyer got refunded from my money. I have to say that the customer service rep I talked to was super professional and helpful, unfortunately I forgot her name. They overturned the outcome and issued a refund to me but the fact is that the buyer still got refunded just not from my money. I don't sell a lot on eBay anymore but I still feel kind of irritated by this.
lotzofuniquegoodies
·3 years ago@fashion_lion
@devon@ebay
Hello Devon...In situations of returns to seller (for whatever the reason) is there a suggested(specific window) or time frame for an item to be returned that eBay follows? In many cases a buyer is NOT familiar with shipping. That definitely includes internationally. There are requirements in many cases that a buyer, because they do not ship anything are not fully knowledgeable on the process(Even having a customer handle the customs part or mark it CDN/US goods returning can be a challenge). I know it does state that a tracked service is supposed to be used. This also not not consistently happen. In other cases shipping with a tracked service is not viable especially if the item is low value. Should a seller be on the hook for a return refund + excessive postage ...especially if the item does not return in what eBay assumes it should or the return was to no fault of the seller? As a point of reference, there are many cases when a basic GSP shipment has taken 3 weeks or more to show up at a Canadian buyers address. Unrealistic to expect a foreign seller returning something and it arriving quicker than that and that would include situations where the return of those goods was not handled in a reasonable timeframe getting it to the post office.
When I looked at eBay's help page I was unable to see anything for a documented timeline. But there are frequent reports of buyers being physically refunded when the goods have either not arrived for whatever reason or still show in transit according to a postal website. Sellers still should be able to inspect returned goods BEFORE a refund is issued or a refund is processed by eBay automatically? Correct?
-Lotzofuniquegoodies.
myangelandmyprincess
·3 years agoWas the return actually accepted?
If it wasn't accepted eBay could refund without a return.
momtoabeautifuldaughter
·3 years agoDid you provide a return label for the buyer?
richard1rst
·3 years agoDid they open it as an eBay case AND DID YOU SEND THEM THE RETURN LABEL.? You are required to do that in order to get the product back before refunding. If you failed to respond the eBay assumes you are ignoring the return and eBay does not like that.
yuzuha
·3 years agoThis is the kicker. If they open a case, you MUST provide a return label. Once you have done that, you will not be prompted to refund the buyer until the item is actually back in your possession.
xadexane
·3 years agoDid you read the OP? This was a remorse "doesn't fit" return request, and unless the seller @richard1rst doesn't take returns ... oh forget it, just read the eBay Money Back Guarantee for buyers, to learn how returns work.
fashion_lion
OP3 years agoThis was not a "case" this was a simple "item doesn't fit" return that was automatically accepted by eBay. I didn't have to provide a return label, buyer was responsible for the label.
fashion_lion
OP3 years agoThis was not a case but a simple remorse return.
sakic92710
·3 years agoBuyers do not have to provide any proof that they returned the item. Such as a tracking number. A buyer purchased a GRADED sports card from me & put in an INAD claim. It was professionally graded! eBay still sided with the buyer & refunded even though they did not provide a tracking # to prove it was mailed back to me.
harafkac0
·3 years agoI can't say with absolute certainty but perhaps it was a courtesy refund?
One way to know...
Did the funds actually come out of your account?
fashion_lion
OP3 years agoYes, the money was taken from my account.
caldreamer
·3 years agoThat is very odd. Are you sure this customer didn't go to credit card company and have "payment reversed" after EBAY case closed?
fashion_lion
OP3 years agoNo, the refund was granted by eBay due to ????? I have no idea what the buyer can say, that I didn't feel like returning the item but I want a refund.