Thoughts please
So I sold a fuel pump for large sized Ford Diesel pickup trucks. I listed it for $699+shipping, the part weighs in at 28 lbs. Total on the order came to $813, my cut was after fees and shipping was $592. I specified in the listing description that there was an electrical connector that was cracked, but wires still intact. I also noted that the part weighs in at 28 lbs and I did not want to offer returns on it. Well lo and behold the buyer received it on Friday 10/10 and contacted me yesterday 10/13 stating that he wants to return the part because it was damaged in shipping. He sends me pictures of the electrical connector which had already been damaged as noted in the listing, and yes I even posted pictures of the broken electrical connector. I told the buyer nicely that this was specified in the listing, and I also told him that it would cost about $80+ to return ship it to me. So my question is, should I be the one paying for return shipping? & also, am I going to have to cover eBay's fee in the refund (about $140+)? I even tried to offer a partial refund to the buyer of $100 but he declined. I tried to get a live agent on the phone @ eBay but of course was unsuccessful.
Another thing, I sent the buyer my home address to return the item, he replied "thank you I will send today send me a refund amount" to which I replied "I can issue a refund upon receiving and inspecting the part, this is eBay policy". His response, "I don't think that is fair I need to know if I can do this I will check with eBay". I just know I'm receiving a bad feedback rating from this one even though I was completely honest in my listing.
Anybody have any thoughts or input?
-Anthony
albertabrightalberta
·10 months ago@ajromagnolo93
Personally, I don't think it's fair to require the buyer to pay return shipping for this item, especially after all the errors and inconsistencies were pointed out by @@tortuga_trading.
My opinion is that this is a legitimate NAD claim and return shipping should be covered by the seller.
ajromagnolo93
OP10 months agoI own up to the inconsistencies that were pointed out but let's look at the facts here, the buyer did not even mention part # issues. The cosmetic issues were photographed but also not mentioned. The buyer only wanted to return the item because of an issue that was already addressed in the listing (albeit it was not mentioned in the title, also my mistake). That being said I don't believe I should be liable to pay return shipping for buyer error. I am a buyer on eBay too and whenever I purchase something from a company that doesn't match the description I sometimes have to pay return shipping as well as a re-stocking fee, and these companies have accounts with logistics companies, i.e. Dennis Kirk, Jegs, J&P Cycles, etc.
bonanza125
·10 months agoBuyer has a 30 day moneyback guarantee regardless if you accept returns or not. They should file a case send it as a remorse claim which they should pay for shipping cost. Unfortunately buyer most like will select "not as described" and will force you to pay for shipping back. They will print out a label. Make sure you go through the Ebay system for returns. Do not allow this buyer to just return it to you cause Ebay has no notice of the return. Once received back issue them a full refund. Yes this will be costly for you but get it done and over with. I would highly recommend not selling this fuel pump on Ebay due to situations like this where the buyer fails to read and you are risking another return which will cost you shipping money which is expensive. Ebay allows returns.
redlinear
·10 months agoI disagree. If given the chance, I always attempt the "For Refund Return To:" method.
Just in case the buyer is not eBay return savvy.
That way, they are paying the shipping cost back, AND, I get no INAD
I then refund when the item arrives back.
Many times, the buyer will just keep the item. It never comes back due to return shipping cost.
bonanza125
·10 months ago@redlinear
Our return policies and views are different. You have a no return policy and willing to allow the buyer to return the item outside the Ebay return system in order to avoid paying an "item not describe" case. I have a 30 day moneyback guarantee w/seller pays for shipping cost. So I will cover whatever return happens unless there is a remorse claim. I will be up front with you I wouldn't have sold this item on Ebay in the first place. Not only of the risks due to the damage but also the shipping cost. Anything that costs over $50 in shipping cost I will not list and just sell locally. When I deal with return cases paying returns I am talking $5 to $10. It's all part of the business.
redlinear
·10 months agoI have a 30 day return policy, buyer pays return shipping.
But, that policy only holds up on Remorse Returns. Anything other than a Remorse return, I pay the return shipping.
THAT IS, however, if the buyer knows or follows eBay's return proceedures.
If I get a buyer that's not savvy about that and wants to return something? I'll attempt to get them to return the item on their own.
As for a personal $50 shipping cut-off per item? I'd be out of business
redlinear
·10 months ago@ajromagnolo93
For Refund, Return to: Your address
(this is your reply to each message your buyer sends you....they will eventually get the point)
1) AND, They will return the fuel pump to you.
When you receive it, send total refund immediately.
This is the BEST possible scenario for you.
2) OR, they will poke around on eBay and discover the "Return This Item" link.
You will then have to send the buyer a pre-paid shipping label.
Buyer will then use your label and return the item.
You will then issue a complete refund.
This is NOT your best possible scenario. BUT, it's not the worst either.
If you do something different than above, odds are it'll get a whole lot worse.
meme6253
·10 months agoYour best option is to tell the customer to open a return, Then you get your item back & you refund them in full & that should stop any negative feedback, Otherwise he is covered under ebay's buyer protection policy, So you need to initiate it before ebay gets involved, You do not want ebay to get involved, Good Luck!
caldreamer
·10 months agoReally no such thing as "no refunds" as EBAY 30-Day Money Back Guarantee (supersedes "no return" policy. If customer opens return using reason "damaged, counterfeit, defective" (EBAY will force you to refund "purchase price + shipping BOTH ways". Your selling fees will be refunded to you.
Customer also has the option of contacting their credit card company to get their "payment reversed". If this happens, customer keeps both your money + the part. Credit card company do NOT require the customer to return the item.
Sorry but this all part of selling on EBAY (you win some and you lose some). Hope everything works out for you.
tortuga_trading
·10 months agoUnfortunate situation. Automotive parts can be tricky. Some buyers will purchase, use to troubleshoot a problem, then try to send back. That said, the original listing states the part has a 2-year manufacturer warranty. That would be very odd for a 10 year-old pump. Also, the part number on the sticker in the photo doesn't match the part number in the listing. As previously stated, the condition says remanufactured. Also inaccurate, should have been listed as used or parts/not working. The housing is definitely scuffed up and appears to have been installed before. Honestly, for a part of this value, I would have fixed the connector, did a bench test and provide results in the listing.
ajromagnolo93
OP10 months agoI shouldn't have copied the info from another listing, you're right I should've caught the warranty thing that was a mistake. No the condition is re-manufactured, it was in a sealed bag, I have video proof showing me opening the bag that it was in, I had to open it in order to photograph the unit. It looks worn in some spots but only because of where it had been stored for a decade. I thought about replacing the connector, though there is no way to bench test these 6.4 pumps without the main harness, engine and fuel system out of the vehicle, not possible.
ittybitnot
·10 months ago@ajromagnolo93
There was once a time on eBay if something (like the broken connector in your case) was shown in the photos, and described in the text, a buyer could not use that as a reason for a "not as described" claim. Customer service was allowed to intervene on your behalf. Those days are long over. The system is automated, and the only thing that counts is what the buyer chooses from the dropdown menu when making a return. It need not be the truth, and it could be something already documented as in your case.
You do not have to refund just because the buyer asks you, but if they file the formal return, you certainly will, and it won't matter what is in the return parcel either. Those in charge of the money, control the outcome. That person in charge is NOT you where eBay is concerned.
An example I used to give is a seller that is selling a used toy wagon that is missing a wheel. That information is in the title, and mentioned four times in the description that the wagon is missing a wheel. Pictures of the place where the wheel should be are shown from three different angles.
Said buyer claims "not as described" and puts in the comments 'wagon is missing a wheel'. The seller is required to take the return, fund shipping both ways, and refund when something arrives, or refund the buyer and let them keep the item for free. END of story. You refuse to play, eBay is going to do it for you with additional penalties for not cooperating. That is only if the buyer files a claim. You are not required to tell them how to do that.
Dear buyer,
Sorry your are not please with your purchase. Please return for a full refund.
Sincerely,
You
Please do not make business decisions based on whether or not the buyer MAY leave you a negative review. They don't count for anything regarding your seller standing anymore anyway. Sorry for what is happening to you, but it is indeed part of doing business here.
ajromagnolo93
OP10 months agoThis has been very helpful I appreciate it, going forward I will just accept the return and move forward. My feedback will just be an afterthought for now on., eBay customer service did tell me that in some situations they could review and remove negative feedback so that was convenient to know. Thanks for the help!
luckythewinner
·10 months agoeBay has a feedback removal policy, but it is extremely limited and only for a narrow list of reasons:
We remove all feedback that contains any:
IMHO there is nothing in this that should reassure you that eBay would remove a bad feedback about a broken connector.
bashort
·10 months agoMy thoughts are if there is something about the item that the buyer absolutely needs to know (like a broken connector) that info needs to be in the title, in the condition notes, pictured and in the description.
I sometimes just put "DAMAGED !! in the title.
Most people are buying with a phone and never read the description
ajromagnolo93
OP10 months agoThat's a good idea, going forward I will have to do just that, because this buyer clearly didn't read the description or look through all of the photos.
broto_64
·10 months agoHow exactly is this buyer returning the item?
Some of the members here seem to assume it's through a proper return case / item not as described or some such... Me, I'm different because:
Which leads me to believe your buyer is sending it outside of any formal returns process.
So the question I have is, did this buyer open a return for "item not as described" with you?
Or did you simply instruct the buyer to mail it back and the buyer is just going to do that?
ajromagnolo93
OP10 months agoThe buyer did open a return case but I told him flat out I would not be supplying the shipping label, so I pm'd him with my home address info so he could choose how he'd like to return ship it.
albertabrightalberta
·10 months agoWhat kind of return case did the buyer open?
If it was "not as described" (whether a lie or not), this isn't going to end well for you.
jonathanbrightlight
·10 months agoSo first, your description does indeed state that, but the condition you selected was "Remanufactured", and that definition is spelled out clearly in the listing itself:
So by that alone, you should allow them to return it, and they do not have to accept the offer of a partial refund, though in some cases it is a great solution.
Has the customer opened a formal return request? If they have not yet, wait for them to do so. The reason they choose when they open that request will determine whether you or they pay the return shipping, since you have No Returns specified, but the eBay Money Back Guarantee overrides that for covered reasons (so if they select something like "Item Not As Described", or "Damaged in Shipping", both of which would be expected here, you'll pay return shipping). If they have opened a return request, make sure you respond promptly and provide a return label, but do not send the refund until you have the item in hand. eBay will not force a refund if they never use the shipping label.
luckythewinner
·10 months agoSo my question is, should I be the one paying for return shipping?
If you accept the dispute, you will have to pay return shipping. If you challenge the dispute and lose, you will not get your item back, and you will not get your fees refunded.
also, am I going to have to cover eBay's fee in the refund (about $140+)?
If you accept the dispute, eBay will refund the fees.
bonjourami
·10 months agoJust tell the buyer to open a not as described case, then you can provide him with the return label, and refund after return. Do not ask Ebay to step in, they will refund him without having him return your item. The buyer will get his complete refund, including any shipping. Ebay wont take that from any pending funds but from your payment source, cc,bank acct,etc.sorry..99.9% buyers always win these cases..If you cooperate with the case, Ebay will credit any listing fees.