Buyer didn’t return item but received a full refund
I recently had a buyer file a return claim. When the box returned, the item was not in it, but was just bubble wrap and various garbage. I reported it to eBay as part of the return process but the buyer received a full refund. My only option is to now file an appeal but it is just based on the picture that I submitted of the garbage that was sent. Is there a person I can talk too during the appeal process or is it just this automated process through customer service, where they just write down everything you say?
15 comments
gurlcat
·2 years ago@macsatwsu Just to make sure we're all speaking the same language -what do you mean when you say "I reported it to eBay as part of the return process" ? How exactly? What did you click? Did you choose anything from a menu? What did you write? Did it result in the return turning into a case?
More specifics, please.
macsatwsu
OP2 years agoI called as well as used the "Report a Problem". Clicked on "Item Not Returned". In hindsight that may have been wrong because there was an actual package that was returned but it was just a box of garbage. Since USPS is showing the package was delivered eBay sided with buyer. I had to appeal and was told by Customer Service that the appeal team will look at the case. Basically, my word against his. After 25 years of selling I would hope I have some credibility but don’t think it works that way. We all know eBay is for the buyers even though sellers "pay the bills". 😞
inhawaii
·2 years agoThe buyer is going to say he did return the item.
You're saying he didn't.
In a he said/she said situation ebay will always side with the buyer.
mam98031
·2 years ago@macsatwsu
Tell us more. You are an experienced seller, it is unlikely this is the first time something like this has happened to you.
Since Ebay forced the full refund to the buyer, that would mean you allowed Ebay to step in and make the decision on the Case. If that is how this happened, why did you allow this? If this is incorrect, please correct what you have shared with us so far so we can better understand what transpired.
Since Ebay forced the refund, you do have the right to appeal, so you are correct, that is the next step for you.
Now there is some information you need to gather so you can share it with Ebay. Get the details of your original shipment to the buyer. Size, Weight and cost. Now get that same info on the return shipment from the carrier. If nothing else, that weight is highly unlikely to match and that could be a KEY piece of evidence to allow you to win this case. So contact the carrier and get documentation. Have them email you or whatever it takes to get that info from them on documentation from them.
chevymontecarlo88
·2 years agoâ˜ï¸Yes to this advice.
@macsatwsu Ensure you get the item's weight on the first package and find out from the carrier what the shipping weight was on the returned package.
we-thrift-for-all
·2 years agoI am in the Same process Buyer Bought a $229 Carhartt Jacket said it didnt fit so he returned it. However the scan bar on the package was the right scan bar everything else on the package was wrong. Delivered to a Restaurant 2 blocks from my house with their address on the package when the Post office postman scanned the package it read on the scanner 1000ft from your destination but it had the restaurants name on it so they delivered it. FAKE address but real scan bar for proof of delivery.. I live in a small town they got the package back it was a 6x9 envelope with a UPS label in it . The Postmaster reported it as fraud and I got a delivery print out from them stating the weight and times they mailed it for return the label they created they put in 3lbs 4 ounce however when they dropped it post office they weighed it only .48 ounces I am in the process now of an APPEAL because they (ebay) refunded their money cause there was proof of delivery even though my name of address was on the package. Thats the only way to prove you didnt get something is the weight of the package if they would have dropped it in a blue box I would have no chance of an appeal.. SCAMMERS ARE GETTING QUITE CREATIVE
mam98031
·2 years agoYes, that is why I advised the OP to gather that information and then appeal the decision.
Get the details of your original shipment to the buyer. Size, Weight and cost. Now get that same info on the return shipment from the carrier. If nothing else, that weight is highly unlikely to match and that could be a KEY piece of evidence to allow you to win this case. So contact the carrier and get documentation. Have them email you or whatever it takes to get that info from them on documentation from them.
macsatwsu
OP2 years agoThanks- that is a good idea but I believe the weight on the label was predetermined by the auto generated return label. Buyer claimed item arrived damage and wanted a refund. eBay automatically approved the refund. As soon as package arrived I opened box, realized the helmet wasn’t there and called eBay. They took notes and opened the case.
Since the package had "arrived" they refunded buyer and I needed to appeal. Awaiting results from what I have read on message boards it sounds like I am not protected.
Do sellers have any protection??? Doesn’t even seem like it is my word versus his?
mam98031
·2 years agoCarriers re-weigh packages, they don't just assume the label is correct. Not only do they re-weight them along their journey, they take pics too.
If Ebay auto approved the refund, then you have your Site Preferences set up to allow that.
Some sellers, such as myself, always want to process their own returns. Once the item gets return, we have a couple of days to review it and then refund it, but Ebay does not auto refund unless I've taken too long to refund and then Ebay may step in and force the refund. But I've never allowed that to happen.
Yes sellers do have some protections, but allowing Ebay to auto refund for you doesn't lend itself to protecting you.
You have to get the proof if you want to win this appeal and get the info to Ebay ASAP. If you want to assume you can't get it, then it is unlikely you will win the appeal as Ebay has no proof to work with.
robbie31415
·2 years agoEbay expects you to be at a 50/50 loss with them (technically more like 65/35) with you taking the larger hit.
The only real protection is issuing a 50% deduction if you are a TRS with at least 30 day returns or above average with FREE 30 day returns.
Outside of that any attempt for you to retain funds would be a courtesy/exception from eBay and not actual policy.
It sucks that there are dishonest buyers out there but it's just a risk gotta deal with if you sell on eBay.
macsatwsu
OP2 years agoThanks for your input.
chevymontecarlo88
·2 years agoYou just posted about how you WON a case that is almost identical to the one the OP has posted.
Recent post of item returned that was not the item sent on eBay
Were there any specific steps you took to get your refund that may help the OP?
m60driver
·2 years agoYou can go through the appeal process but the odds are high you will lose an appeal. It really depends on how much you have into the item, not the sell price. For most items that I see you sold recently I would not bother. I would just write it off and move on. Your sales are good. If you are going to appeal best to use Facebook for Business.
macsatwsu
OP2 years agoIt was a $400 football helmet. Not easy to walk away from that one. No problem on a $20 hat.
Thanks for your reply.
dbfolks166mt
·2 years agoYou can go through the appeal process but the odds are high you will lose an appeal. It really depends on how much you have into the item, not the sell price. For most items that I see you sold recently I would not bother. I would just write it off and move on. Your sales are good. If you are going to appeal best to use Facebook for Business.
The problem with doing nothing is it just encourages the scammers to keep on doing the same thing.