Refund and Return
I'm still new to eBay... I have a problem where a customer claims that the book they sent is fake and pirated even though the book has an ISBN number that the customer can see on the ISBN search website and I also have proof of purchase receipt from a legitimate supplier so I want to ask for your opinion on what I should do... and to me if the seller has to bear the cost of returning the item it is very unfair because the seller has to bear a lot of costs because the payment has been held by eBay.. so are there any suggestions on what I can do.. can the return claim requested by the buyer be closed
6 comments
pickapaper
·1 year ago@dtmfyeshop
I'm curious how much did the book sell for?
If it was an expensive book, I can see where a buyer might file a claim if they thought it was pirated. Or was it something like an inexpensive novel?
powell-collectibles
·1 year agoMost will give the advice to just accept the return – if you want the item back. If you don’t, you can refund the buyer. Or, if you think that you’d like to offer a settlement with the buyer, you can always propose a partial refund. Totally up to you.
an ISBN number means a little to nothing if I wanted to pirate a book, I would also just copy the ISBN number. eBay doesn’t know that what you bought is a legit copy – let alone that you actually sent that legit copy, and not an unauthorized printing.
and, yes, a return case can be closed. If the buyer wants to close it, all he needs to do is click one button on his return details page.
1786davycrockett
·1 year ago@dtmfyeshop
There are many, many overseas book publishers who are taking advantage of lax international copyright laws, and who are publishing unauthorized publications without permission from either the author or the current licensed copyright holder.
Many of these "pirate" publishers are located in China, India and other countries in Asia.
And simply because the book has an ISBN code is meaningless -- the code may not even be legitimate, or may be a "pirated" number, as well.
What is the name of your supplier, and in which country are they based?
pickapaper
·1 year agoIf a buyer files a Not as Described claim, you have two options:
You issue a return label for the buyer to return the item and upon your receipt of the item, you issue the buyer a full refund.
If it is an inexpensive item and not worth it to you to pay for the return shipping, you can just issue a refund and let the buyer keep the item.
If you fight or ignore a return request, after three days the buyer can ask eBay to step in. If that happens, eBay will force a refund from you and let the buyer keep the item and give you a defect for not taking care of your customer. It is best to accept the return, get the item back, and resell it. I doubt very seriously that this book was a fake; either the buyer didn't like it or read it quickly and now wants to return it. Unfortunately, you will find that buyers sometimes lie to return items but because of eBay's Money Back Guarantee, you have to accept it. And no, it isn't always fair, but it is eBay's rules and policies.
titipeo
·1 year agoPlease get familiarized with eBay’s money back guarantee to learn on your protections you will see that is sided more towards buyers. Depending on cost, is best to accept return for full refund, keep in mind that you will be charged return shipping. Is you deny, buyer can escalate to eBay, they will step in close case in buyer favor issuing refund and then keeping the item.
Good luck.
krazzykats
·1 year agoIf the customer files a "not as described" case, you'll end up covering the return shipping costs anyway. Just accept the return, get your book back, then issue a refund to the buyer.
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