Refund issue
Hey everyone,
How do I go about denying a refund? Customer bought a product from me and they want a refund because the package isn't perfect. I showed the imperfections in the photos. I don't think they deserve a refund. The money is already spent. Maybe I'm wrong but I think I should be able to deny it.
25 comments
momtoabeautifuldaughter
·2 years agoDid you add signature confirmation onto the one that sold for over $1000?
pacoo-9161
OP2 years agoNo I didn't
momtoabeautifuldaughter
·2 years agoOuch!! Even with tracking that shows delivered you would lose a case and have to give 100% refund if buyer would open an INR case.
On orders over $750 you need Signature Confirmation or you will have to give refund if buyer opens a case.
pacoo-9161
OP2 years agoI'm absolutely devastated. I was just trying to do something to help my elderly aunt out with selling a few cars. Thank you for your response..
momtoabeautifuldaughter
·2 years agoNo problem.
I've been a seller for close to 20 years on another account so I kind of know my way around. As someone else mentioned above buyers have 30 days to open case with eBay and 180 days (6 months) with credit card
a_c_green
·2 years agoOkay, hang in there. The worst has not happened yet, anyway. Right now you just have one refund request from one buyer, and it might be an entirely reasonable return from an honest person who will return the car as it was received.
On a brighter note, you have also successfully found the Selling forum where there are lots of experienced sellers. Too often we hear from new sellers after Something Bad has happened, and right now you're still early into the return process. Just keep us informed about how things are going.
a_c_green
·2 years agoI've read this whole discussion thread so far... I would say that you definitely need to ask the buyer to return the car for a full refund. This means no haggling or getting into the weeds over a partial refund for some perceived damage that you say was shown in the listing. (Which sale was it?)
Also (and I know it's a little off-topic for this particular problem since it wasn't involving the $1000+ item, but) as noted, you must add Signature Confirmation when shipping any sale of $750 or more, as that is required by eBay to maintain your seller protection against an Item Not Received dispute. (Below $750, you get the same INR protection from standard Delivery Confirmation tracking for free.)
Never ship to any address other than the one you receive with the payment. (Be aware of address redirection scams that you may receive from other users. You only discuss the sale with the ID of the buyer himself.) Changing the Ship To: address to a different City or ZIP will void your protection against an Item Not Received dispute.
kensgiftshop
·2 years agoIf the buyer has filed an INAD, you can't deny a refund, but it's up to you if you want the item returned before you refund.
pacoo-9161
OP2 years agoThey said it arrived damaged. Can I still get my item back?
itsjustasprain
·2 years agoIf you want it back - sure. For the prices you have been getting for those Hot Wheels cars I would say you should definitely get the item back. Did the buyer send any photos of the damage? How was it mailed? (Box or padded envelope?)
Unfortunately as a zero-feedback seller with high-value high-scam items you will probably have these claims again in future. Scam buyers may return an empty box or a different car or a trinket mailed to a different address within your Zip code (so they have 'proof' that something was returned even though you did not actually get it.) Do not start on Ebay by selling items that you cannot afford to lose completely. Hopefully you have an honest buyer who will return the item they bought from you. Good luck.
pacoo-9161
OP2 years agoThank you for the response. I'm so upset I didn't know this prior to selling on ebay. I'm helping my aunt sell my late uncles collection. This absolutely kills me cause I can't cover the costs. Hopefully the buyers are honest otherwise I'm absolutely in trouble. Thank you
itsjustasprain
·2 years agoYes - definitely stop listing high-value collectibles until you at least have a visible record as a seasoned seller. Even then there are some items that are better sold as Local Pickup Only.
So getting back to this particular claim: have you seen any photos? What is the buyer claiming has happened? Was this for the $1000+ sale? (I hope not)
pacoo-9161
OP2 years agoYes they sent a picture of the package having some imperfections but the same imperfections I showed in the picture. No it's not the 1000+ but I'm nervous now.
itsjustasprain
·2 years agoOkay...
"Dear buyer - I am sorry you are not satisfied with the item. You may return it for a full refund."
Repeat if necessary if the buyer is argumentative or demands a partial refund. You COULD offer a partial refund and let the buyer keep the item but you are not required to haggle a partial refund if you do not want to. You CAN require that the item be returned to you first after sending them a return label. At minimum it will be several days before the package will reach you so you have some time to get refund money together.
PS - There are some buyers who will try this strategy with every purchase - especially against new sellers - so be aware of your right to request a return before refunding and do not be bullied (if it comes to that).
pacoo-9161
OP2 years agoThank you so much. I really appreciate your advice
pjcdn2005
·2 years agoIf there is damage on the packaging or on a product when you list it, you ahould mention that in the description area as people buying on their phones may not notice the damage. For some items you might want to put it on the title as well.
pacoo-9161
OP2 years agoThank you for your response. I wish I would have done that. I really do.
kensgiftshop
·2 years agoWhen you sell online, the money isn't safe for at least 6 months.
If buyers pay using their credit card, they can file a claim 6 months later and some even longer.
pacoo-9161
OP2 years agoI wish I would have known that. I really thought it would be simple exchange.
dryophelia
·2 years agoHow are you handling the taxes? Is the account in your name/SSN or your aunt’s?
reallynicestamps
·2 years ago@pacoo-9161
I'm helping my aunt sell my late uncles collection.
Your aunt inherited her husband's estate?
You are selling for her and putting the money in your aunt's account?
Is this account in your name or your aunt's name?
Because you are required to report all your income and eBay will be reporting the income from those sales.
You may find various threads about whether eBay reports at $600 or $20,000, and when you get the appropriate paperwork, but the point is:
If your name is on the account selling the collection, the gross income from that account will be considered part of your income.
And after all your costs (fees shipping packaging insurance returns) are deducted your income tax will be based on the net.
So.
If the cars are being sold on an account in your name, stop right now.
Open a new account in your aunt's name with her banking information on it.
She gets the money. She pays the taxes.
If you are doing the labour, she can pay you an honourarium or a fee or a percentage, whatever you want to call it, but don't put yourself in the position of paying her income taxes.
stuff4divas
·2 years ago@pacoo-9161 yes, but if it was insured, u should make an insurance claim first.
momtoabeautifuldaughter
·2 years agoYou can but you have to pay to get it back and then give them all their money back.
So decide if it is worth giving them 100% of their money back and also paying for the return shipping.
itsjustasprain
·2 years agoGenerally you cannot deny it (see the details of the Money Back Guarantee) but if the buyer has filed a Not As Described claim you can at least ask for the item to be returned before sending the refund. Send the buyer a return label through the claim process and see if they use it. If they miss their deadline to ship it back to you then you will not have to refund.
stuff4divas
·2 years ago@pacoo-9161 If u deny the refund, ebay will both refund and allow the buyer to keep the item and then charge your account for the refund.