Ebay says I have to refund a non-returned item?
Hey all:
I've got another problem with Ebay.
The website says I should refund on a returned item.
The only problem is that it has NOT been returned!
Ebay's tracking information shows it stuck in the postal sorting facility several states away. It has been like this for 10+ days.
The USPS website shows the exact same thing.
I've called customer service and they say simply to ignore the messages that Ebay is sending me.
This is a $750 item!
It was insured for EXTRA by me when I originally mailed it out. The return shipping tag was auto generated by Ebay. So it should the same insurance for the return as the delivery!
Why won't Ebay close this out? It is not fair to me to have to give a refund for non-returned lost package?
If the shipping insurance won't pay out, why does Ebay offer it?
lakefor94
·1 year ago@detroittech313
The only way for a seller to provide their own return label with insurance is to have the RMA option enabled in return settings. At that point, a seller can provide a label from PirateShip or another postage source.
EBay does not generate return labels with insurance. Does not matter if you had insurance on the original shipment.
Did you have Free Returns on the listing? If so, even though the item is stuck in transit, if you don't refund before the return clock runs out, eBay will automatically refund the buyer and not refund the final value fees you paid. They will also apply a defect to your seller account for not refunding on your own accord.
pikabo-icu
·1 year ago@detroittech313 Did you use the tools to be updated about the package each step of the way?
Sometimes that can kick it loose..
Or try a lost package/trace..
stainlessenginecovers
·1 year agoIn post #4 as @powell-collectibles stated- once a package shows 'shipped', by the buyer, on a return trip to you- YOU are on the hook whether it's late or even NEVER gets to you; you must refund. That's just the ebay system/way.
pikabo-icu
·1 year ago@detroittech313
Contact eBay on their social media via message not a post.
Explain the situation and see what they say. They are far better than the phone/chat reps & usually quick to reply. Maybe they can get an extension for the refund.
Good Luck!!
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lacemaker3
·1 year ago@detroittech313,
Who paid for the return?
I'm just trying to cut to the bottom line. Whoever paid for the return shipping label (seller or buyer) is the one that is on the hook for liability, if the return is lost, damaged or not delivered.
Basically, if this was an INAD case, where you (the seller) paid for the return shipping label, then you are at risk for the package if anything goes wrong during the return shipping.
If it was a buyer remorse case, where the buyer paid for the return shipping label, then the buyer is at risk.
Edit: as others have pointed out, it appears that the item was sold with free returns. That means that the seller paid for the return shipping label, no matter what reason was selected for the return. So the risk is on the seller.
If eBay is telling you that you have to refund, then it sounds like you are at risk at this point. If the return is delayed or lost, you will still have to refund the buyer.
detroittech313
OP1 year agoIt appears to be a BUYER REMORSE return.
It is not a INAD return.
Ebay reps are telling me to ignore what the website is saying. That should NEVER be. IF the Ebay website is WRONG, then the reps should step in (or have tech immediately do so), correct it, and close out the case. It is very disconcerting to have Ebay reps tell me verbally to IGNORE what the website is telling me! I can just see it now. It is automatically closed out, and the buyer refunded. I out of the money and the $750 item.
I call in to appeal, and they automatically find against me.
If I pay for the return shipping, IT SHOULD BE RETURNED in the same manner in which it was sent. That is, I paid EXTRA (through Ebay) for 3rd party insurance ABOVE the $100 that is provided by USPS when the package was sent out. Ebay should auto generate the SAME TYPE of tag (USPS priority & extra insurance) that it was sent out with.
I hope this clarifies the situation.
Does anybody else have an experience like this?
powell-collectibles
·1 year agoMy understanding is that if the buyer used an eBay label - regardless of who funded - the seller is on the hook for a refund if the package is delayed indefinitely or lost.
detroittech313
OP1 year agoOK:
If the seller is on the hook for the refund. Shouldn't the package have been returned the same manner in which it was shipped?
That is, it come back via the same courier & speed, and also with the same rate of insurance as what it went out as?
powell-collectibles
·1 year agoSellers can opt to provide their own label. We all have that option. Some use that option, especially for expensive items. I wouldn’t expect a buyer to know what return service to use, how much insurance, etc..
detroittech313
OP1 year agoThe return was automatically approved by Ebay along with the return label.
At no point was I given a chance to provide my own label.
An auto generated label should be the same as the way it was sent?
The Ebay reps are telling me a similar thing AND to ignore what the website is saying.
Has anyone got experience with reps saying something verbally on a call different than the website?
stephenmorgan
·1 year agoThat is a very good question!
stephenmorgan
·1 year agoI see many of your listings allow for free returns so it is you that would be paying for the return.
kensgiftshop
·1 year agoNo, return labels don't come with insurance.
The insurance is for the original delivery.