Tech support for buyer?
Summary: bwiltfang2013 shared an issue with an international buyer whose item was returned by customs. Despite the buyer opening and closing two cases, bwiltfang2013 managed the situation by refunding the item's cost but not the $110 shipping, as per eBay's guidance. Multiple participants agreed with the approach and emphasized that the seller should not bear unreasonable costs, pointing out the necessity of following eBay’s channels for protection. bwiltfang2013 expressed concerns about how much tech support should be provided to buyers unfamiliar with online processes.
I have an international buyer whose item was rejected at customs and returned to me. The past few days I've been trying to walk the buyer through submitting a "item not received/delivered" case and the person has opened two cases and closed them both before I could initiate the refund. A day and a half later, I am attempting to pass them on to eBay support but it seems they do not know the basic functionality of a computer or phone - I'm not certain how they purchased something online in the first place and have zero problems messaging me back. How far does a seller provide tech support when it isn't our job? Am I justified to suggest to them that they get someone in their community to help them with the basic functions of contacting eBay support?
Thanks for your help and guidance,
Brad
mam98031
·2 weeks agoIf this were my transactions, much like others have said, I'd go and refund the buyer myself. Except I would NOT refund them for the original shipping nor the selling fees associated with the amount I was keeping. I'm very willing to break even on this transaction, but it shouldn't cost me money either.
bwiltfang2013
OP2 weeks agoI did do that (refund for the item and not shipping); I was just trying to walk the buyer through proper channels that eBay set up. 2 days of tech support (my former job) all for not. I refunded the money for the item. eBay stated several times to me, from three different support agents, that the citizen of customs (in this case, the buyer) is responsible for paying shipping and that I do not need to refund the shipping cost of $110. The buyer wasn't happy about that (if I were in their case, I wouldn't be either); but we can't please everyone for everything.
caldreamer
·2 weeks agoGo to ORDERS (click SEND REFUND).
bwiltfang2013
OP2 weeks agoI guess my greater question isn't whether to or how to send a refund. It's what length does a seller go through to help a buyer use proper channels that eBay has set up (for both buyer and seller protection). This was two days of tech support that did not go any where. I did end up refunding the buyer as that is the right thing to do. They did not receive a refund of shipping (totaling about $110) and weren't happy about that; but eBay said a return from customs is not the seller's responsibility and it falls on the buyer.
kandf_vintage_finds
·2 weeks agoYou have your item back? Can't you just refund without a case being opened? I have done this a few times when an issue arises.
bwiltfang2013
OP2 weeks ago · EditedI have done that in the past as well; yet I do try to have the person go through proper eBay channels - of which, I know eBay cares about since they protect both the buyer and the seller in a transaction. After talking with eBay and verifying with them, the buyer did not have any course of action; which I wasn't sure of until talking with eBay. I did refund the original price of the item. They were not happy that they didn't receive their $110.00 shipping back - but eBay also stated that customs return was not my responsibility to refund..
kensgiftshop
·2 weeks agoIf they have closed the cases, nothing more they can do on Ebay.
When the item is returned to you, you can refund the price of the item.
bwiltfang2013
OP2 weeks agoThanks for the thoughts kensgiftshop. I did verify with eBay - the buyer did not have any course of action; which I wasn't sure of until talking with eBay. I did refund the original price of the item. They were not happy that they didn't receive their $110.00 shipping back - but eBay also stated that customs return was not my responsibility to refund..