Originally requested cancellation, now item not working. CS advice seems incorrect
I sold a video game console mid June. I tested it out before I listed and once again after it sold and then put it out for shipping. Sometime after I had already uploaded tracking and put it out for shipment, I received a request to cancel because it wasn't the "proper model" and the buyer "needed a different model." As soon as I saw the message I replied, before it even arrived, and told them they could return it to me despite not having returns as long as they sent it right back but they'd be out the shipping. I never heard back, until 8 days after delivery. The buyer is now claiming the item does not work, that it froze the first day and subsequent days after, but they continued to me play it (no messages) and now it won't turn on at all - the item they said they needed a different model number for to begin with but somehow used enough in 8 days to render it inoperable. I told them to open a return request. Once that happened, two different eBay reps told me that the buyer should pay for shipping back since they originally requested a cancellation, despite the return request being for "not working." The second rep told me to accept the return and exit out, not providing a label. I received a generated email shortly after that which said I am on the hook for a label or eBay may just take the funds out themselves. The reps both said I should wait until the 3 business days and then escalate if the buyer hasn't paid shipping, but I'm concerned that this is going to end up with me being out the sale, the fees, the shipping, and the product. The buyer also wants reimbursed for a disc he claims is stuck in the console.
Any advise here? Do I listen to the eBay reps? I have until Tuesday (3rd business day). I've never had a problem before. I'm not a high volume seller but I do sell enough and have had 100% feedback since I started. I don't care if I get a negative feedback that can't be removed, but I don't want to be out the money because I'm looking at ~$260.
kosty023
OP2 years agoUpdate: I provided a label on July 8th at the recommendations here. Buyer never sent the item back. The refund was closed automatically this morning because the buyer never shipped it back to me.
monster-deals
·2 years agoNo.
sapphire_studio
·2 years agoAbsolutely do not listen to the eBay reps if you got an email that says you need to provide a label. That happened to me on a return. Usually eBay automatically sends the label and I guess some glitch happen and it didn't send a label. I didn't know this happen but I got an email from eBay saying I needed to provide another label. When I talked to three different reps they all told me not to provide a label and that I would be fine and that it was a glitch I got that email.
Luckily people on this forum told me not to trust them and to send the label anyway. So I decided to talk to a fourth rep and they actually told me I should send the label. So I sent the label before the three days. Then I lost the case not too many hours after the deadline, saying that it was delivered to me. Obviously it was not. I had to talk to a few reps after that to actually get the case reversed. They told me that the only reason I was able to get it reverse is because I did send that label.
Use pirate ship and create a label and send it to them in the ebay messages. You can always void the label if they don't use it and instead try to escalate the case to get it closed against you like my buyer did.
kosty023
OP2 years agoThanks. I think this is the route I'm going to go. They told me once I receive the item back, I have 2 days to inspect it and see if it is my item (or if it's been swapped) and if I can resell it or not. It seems like the original cancellation message may be my only slim hope of actually not losing out the money.
kensgiftshop
·2 years agoDon't listen to them, they already know whats going to happen.
No, the original cancellation request won't have any affect on the INAD now.
You'll have to provide a shipping label and give a full refund when something is returned.
momtoabeautifuldaughter
·2 years agoThey pretty much means you have 2 days to send the refund yourself or they will send it for you and give you a defect.
That cancellation message won't mean anything