Buyer is Requesting a Return but the Item hasn't Been Delivered to their house yet
I just received a return request from a buyer. They live in the UK and we are based in the US. Their item was purchased on March 31, and I shipped it out on April 2. Their message for a return stated 'Return Reason
Missing parts or pieces' -- There's an estimated delivery date of April 6-April 15 to their location. According to Ebay, I only have 2 days to either accept the return or give them a refund or they will step in and resolve it for the buyer. What is going to happen if ebay steps in esp since the buyer hasn't received the item yet? The tracking shows that the item is on the way. The buyers message as to why they want to return it is this, "Didn’t receive YSL right Saint Laurent twin bedsheets wasn’t delivered wasn’t received cancel refund ASAP". So, she's asking for a refund because she hasn't received it but the reason for her 'return' is because it's missing parts. How can ebay accept a return when an item hasn't been delivered yet? And if I accept the return, I will need to pay return shipping because of the 'missing pieces' and 'items not described'.
I did message the buyer and told them to check the tracking information and told them that the item is on it's way but being that she's located in the UK, shipping will take longer and I even gave her the estimated time of arrival. I didn't think buyers were allowed to request a return until after the item as been delivered?
8 comments
reallynicestamps
·1 year agoAccept the return.
Then you don't have to do anything until you receive the returned item.
And if they return nothing, you don't have to refund. The buyer must provide Proof of Delivery (not return shipping, delivery).
If they simply Refuse the delivery, that makes the shipment Undeliverable, and eBay will not require a Seller to refund at all.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr
simply-the-best-for-you
·1 year agoWait, you shipped it on APRIL 2nd, is that right? Cuz it's May 3rd. Even to the UK, it should have arrived by now. What's the status of the Tracking?
glorybells
·1 year ago@simply-the-best-for-you ,
The post #5 above is someone who hijacked the thread, not the OP.
simply-the-best-for-you
·1 year agoI knew that lol, but I didn't look at the date of OP's post. It all makes sense now, thank you!
womanbot88
·1 year agoI just had the same exact thing happen. The buyer opened a claim for missing pieces for a T-shirt that I just shipped the day before. It was not even delivered yet. How can a T-shirt have missing pieces? I explained that to customer and they said they just didn't want it. How can I handle this situation?
12345jamesstamps
·1 year agoMy question is why does eBay allow some buyers to open an item not received before 'Delivery : Estimated date of arrival'? while other buyers cannot.?
momtoabeautifuldaughter
·1 year agoeBay told me a case can be opened on the first estimated date shown, so in this instance buyer can open case anytime after April 6th.
estimated delivery date of April 6-April 15
jonathanbrightlight
·1 year agoHow did you ship the item? I checked some of your sold listings and you appear to use eBay International Shipping, so if you shipped it to the eBay Hub and the customer wants to return it, eBay should be taking over the case, no requiring you to respond to it. If you shipped it directly internationally instead, then the process is different. Ignore everything below this if you did use EIS.
I don't remember if you can use eBay to provide a return label from the UK to the US (most international returns you can't), but if you can, then you could always issue a return label that way and you wouldn't be charged for it until and unless it's used, which of course they have nothing to return.
I would message the customer and let them know they opened the wrong type of case for you to be able to assist, and they need to open an Item Not Received case (they should be able to close the return and then open an INR case). Then, you can respond to the INR case with the tracking information and the case should stay open as long as there's movement on the tracking.