Buyers remorse return question
I have a customer return for buyers remorse. Never had a return before so I am trying to figure this out. So the buyer did not have a problem with paying return postage and verified my address threw messages. But despite me contacting them within 30 minutes tell them they needed to open a return request they stated the next day that they had already shipped it. Tracking shows they did not ship it till the next day. They started the request and I approved it and I got the item back in a couple days. I told them they had to add the tracking to the return request and they added a different tracking? My only option to refund states refund full amount and buyer keeps the item. I am in possession of it, but legally is it still theirs? So confused, really don’t want to loose seller fees since it was a $400 item.
texastrickworm87
OP2 years agoI do Not have the option of marking it as received. Only option is to click refund, then offer full refund or partial and it states;
Send the buyer a full refund to close this request. Or you can offer a partial refund. If the buyer accepts your offer, they keep the item.
I did look into law, and basically they couldn't sue me if they are claiming ownership it their state because of jurisdiction issues, but they could travel to mine for small claims. So basically it would cost more for a trip and such so doubt that would be an option. So I will issue refund since I have the item and move on. Thank you for your help.
mam98031
·2 years agoAs previously stated, there is NOT a problem to just refund your buyer. You have the item back. You concern over ownership, but it isn't a valid concern. I think you are over thinking things and maybe even spinning out a little because of it.
You are making your buyer wait for their refund which is sad because this buyer has dealt with you in a very honest and forthcoming way. No you are making them wait for their money for no real good reason.
kako_5344
·2 years agoSo now you've said that OP told the buyer within 30 minutes to open a return request first.
Then before the buyer did that, they shipped the item back first.
But incorrectly, you last said:
It can't be both, can it?
mam98031
·2 years agoNo, I'm not saying that, that is what the OP said. "But despite me contacting them within 30 minutes tell them they needed to open a return request they stated the next day that they had already shipped it."
I have no idea why you feel the need to argue this point. If you take issue with what the OP said in their post, it would be best if you asked the OP directly, not me. I am only going by what the OP actually posted.
dare-2046
·2 years agoAll that had been said and done, before OP wrote the title. Then said again when you asked. Not sure what's your point?
mam98031
·2 years ago@dare-2046
Not a problem. You can ignore the post easy enough if it doesn't cover anything you care to visit. I just responded to another poster's question to me.
sdneped
·2 years agoThe title is "Buyers remorse return question" and the first sentence in the OP is "I have a customer return for buyers remorse" -- so we know it's a Buyer Remorse return request?
Also where is the ability to send a message to the buyer from inside the Return Request, to let them know they uploaded the wrong tracking number to the claim?
And to add that they should correct that so you can process their refund -- when eBay doesn't let buyers change their return tracking number?
Yes the options are Mark as received, and Refund buyer. After you click Mark as received @texastrickworm87 you will then be able to withhold the original shipping from your refund for the remorse return.
mam98031
·2 years ago@sdneped
The title is "Buyers remorse return question" and the first sentence in the OP is "I have a customer return for buyers remorse" -- so we know it's a Buyer Remorse return request?
You are reading into that statement something that is NOT said. No where does it say that the buyer actually opened a Request for Return and selected a reason that made it a properly filed Buyer's Remorse claim.
You need to read the rest of the paragraph the OP wrote. The OP wrote "But despite me contacting them within 30 minutes tell them they needed to open a return request they stated the next day that they had already shipped it. Tracking shows they did not ship it till the next day. They started the request and I approved it and I got the item back in a couple days."
So the buyer shipped the item back to the OP BEFORE they opened a Request for Return. Then the OP did not state until much later in the thread that the buyer did open the Request for Return with a buyer's remorse reason.
Also where is the ability to send a message to the buyer from inside the Return Request, to let them know they uploaded the wrong tracking number to the claim?
Well I should be careful here as Ebay changes things faster than most of us can keep up with. I don't currently have a Return Request I can look at. But the ability to contact the buyer use to be in the screen Open Returns.
I'm not really sure how important any of this is anymore. The OP has their item back. IDK if they have refunded the buyer yet as the OP has some issue with "ownership" they are trying to work out, that honestly doesn't make any sense to me, but it is important to the OP. So as it stands now, the OP just needs to refund the buyer.
texastrickworm87
OP2 years agoNo, I tried option for issue refund from the item page, but it says there is a open case cannot issue refund. As far as the messages, it does not have a message option from the case page but other messages that we sent did show up there once the case opened. I did look into possession and ownership law and possession does not technically prove ownership. I'm always better safe then sorry person so that is why I was thinking to ask them to relinquish ownership in a statement. I know that I overthink things sometimes so your answers are very helpful.
mam98031
·2 years agoYou do the refund FROM the open case, NOT the transaction. Open up the case, there will be an option to refund the buyer.
I'm unsure of your concern over ownership. That you will just need to do what you think is best. You have the item back, it is yours, but if you feel it still belongs to your buyer, I'm unsure as to what you might want to do since the buyer did not want it and shipped it back to you.
texastrickworm87
OP2 years agoThank you for your response, I do appreciate it.
Yes that is the reason they chose, so it is a proper buyers remorse. I did message them right away about the wrong tracking number and have not heard from them.
I am trying to write another message explaining the option of return and let keep and am asking them to send me a statement of their own free will relinquishing any ownership in the item and then I will refund with that option. What do you think?
mam98031
·2 years agoDo you have the option to just refund the buyer less the original shipping?
If you do, I'd send the buyer a message from inside the claim, letting them know you have received the item back and are issuing them the refund for the product. Then go an issue the refund.
There isn't an issue of "ownership", you have the item back, it is now yours. That part isn't an issue.
fern*wood
·2 years agoWhen I've had a return case open, I see a spot within the return which I can click that indicates the returned item has arrived. Sometimes I do that if the tracking hasn't updated yet, so I can continue with my refund. Hopefully it will let you use the toggle to not refund the original shipping.
texastrickworm87
OP2 years agoBuyer stated did not like it as the reason, so yes buyers remorse technically. Since the wrong tracking shows it has not been shipped yet the; return and let them keep, is the only option I am given.
mam98031
·2 years ago@texastrickworm87
So when they filed the Return Request that is the reason they chose? If so then yes it is a proper Buyer Remorse return. But if they said that in the email to you but selected a different reason when opening the Return Request it may not be correct. The controlling reason is the one they selected when opening the Return Request.
You have the ability to send a message to the buyer from inside the Return Request. Let them know they uploaded the wrong tracking number to the claim and they should correct that so you can process their refund since you did get the item back. Hopefully they will work with you on this.
zgnisaer
·2 years ago@zgnisaer
Which was it
-- Return Request using a Buyer's Remorse Reason, or
-- Return Request for an INAD reason
when the "only option to refund states refund full amount and buyer keeps the item" as we read in the OP?
@zgnisaer
Also, where does it say that
-- OP had the buyer open the Return Request in Ebay
-- after they already had shipped back the item?
mam98031
·2 years ago@zgnisaer
Which was it
-- Return Request using a Buyer's Remorse Reason, or
-- Return Request for an INAD reason
when the "only option to refund states refund full amount and buyer keeps the item" as we read in the OP?
The OP has not answered what the reason the buyer opened the Return Request for yet.
The OP already has the item back, so they have no concern of losing the product.
Also, where does it say that
-- OP had the buyer open the Return Request in Ebay
-- after they already had shipped back the item?
This is from what the OP said in the first post "They started the request and I approved it and I got the item back in a couple days."
inhawaii
·2 years agoIn a situation like this, I think I would cancel the sale (if it will let you), reason "buyer requested" which would refund the buyer in full and also refund your fees in full (except 30 cents).
texastrickworm87
OP2 years agoWould that refund their original shipping also? They are asking for the item price in the request details. Thanks for helping.
inhawaii
·2 years agoYes, it would.
mam98031
·2 years agoIt only complicated things when you had the buyer open the Return Request in Ebay after they already had shipped back the item. It wasn't necessary.
But now you do have a claim you need to process. If you got the item back in the same condition it was when you sent it out, you now need to refund your buyer from the Return Request the buyer filed.
If your buyer filed the Return Request using a Buyer's Remorse Reason, when you go to refund the buyer you will be allowed to refund them for the product price only and you don't have to refund the shipping.
But if they filed the Return Request for an INAD reason, then you can't withhold the original shipping.
mam98031
·2 years agoNo they can't because the OP had the buyer open up a Return Request in Ebay. So they can't now cancel the transaction. Oh and it is 40 cents now.