First time dealing with a return request

[jospaya_0]

Happy Fourth of July, everyone. Hopefully yours is going better than mine.

So earlier today a buyer messaged me saying that their item arrived damaged and that they wanted a refund. Not knowing any better, I assumed that it was on them because I state on my listings that I don't accept returns but after doing a little research I learned that eBay doesn't seem to care if you don't accept returns and that you're basically at the buyer's mercy. So I suck it up and accept the return request and purchase a shipping label for them.

At this point I figure I'll at least get the item back but now the buyer is telling me they can't use the label because they don't live in the United States (I shipped the item to Texas from within the United States). The buyer closed the return immediately afterwards. It's my first time dealing with a return and the situation isn't making it any easier. Basically at this point I'm just wondering whether there's anything I have to do now that the return request is closed. Am I required to go out of my way and deal with international shipping even though I shipped the item within the U.S.? Or have I done all I'm required to do and I'll just have to wait it out and see if they get eBay involved? 

Any feedback and advice is greatly appreciated. 

[janet9988]

Ebay's money back guarantee only covers the original shipping destination.

 Since the item could have broken during the reshipment part of the journey ebay would have closed the claim in your favor.

Ebay mostly holds the seller accountable to make sure the item is delivered safely to the buyer.

[jospaya_0]

Thank you, it's nice to know this now.

Unfortunately it looks like now they're trying to say that they never even received the item in an attempt to be refunded... Is there any way I can report them? Would it be wise to get someone from customer service involved?

[gosimus]

@jospaya_0 

< and I'll just have to wait it out and see if they get eBay involved >   

No, not eBay, you're in the clear here.  You just have to wait it out and see if they get their credit card company involved ... if they do that, you're probably toast.  

< now they're trying to say that they never even received the item >    

If they try to open an Item Not Received, just respond to the claim with the tracking number.  You do have tracking that shows that the item was delivered to the original destination, don't you? 

[jospaya_0]

Yes, I've already responded to them with the tracking number that says it was delivered. I also have the messages and pictures they sent of the item proving that they have it in case I need them.

[tenbigdogs · Accepted solution]

Hi @jospaya_0, If a buyer informally expresses dissatisfaction with any aspect of their item, the seller's only response is I'm so sorry there's a problem with your item, please return it for a full refund.  Often that's the end of it.  If they buyer opens a formal Return request through eBay, the seller's only response is to send the buyer a postage paid return label.  As you experienced, often that's the end of it.  Often the buyer never gets around to packaging the item and returning it within the time limit.  The return labels are only paid for after they're used.  If the buyer never uses it, there is no charge to the seller.  You won't have to pay for the one you issued your buyer since they never used it.

A no returns policy is not enforceable and only leads to problems for the seller.  Many buyers won't buy from a seller with a no returns policy because that alone indicates that in case of a problem, the seller is going to be difficult to deal with.   A no returns policy also ranks listings lower in search results.  eBay wants sellers to have a 30 day no-questions-asked return policy, and would prefer 60 days.  It is also important to know that no returns does not mean no refunds.  If a buyer files a formal Return request because an item is not how it was described in the listing, eBay is going to back them.  If the seller won't cooperate with a return/refund, eBay will refund for the seller, with the seller's money of course, and let the buyer keep the item.  Your buyer said the item was damaged, so you may not have wanted it back anyway. 

If you have tracking that shows delivery of the item to the address provided to you by eBay at checkout, then you're covered from an eBay claim for an item not received.  You were lucky here that your buyer closed their claim for an item not as described.  Trans-shipping does not invalidate the eBay Money Back Guarantee for items not as described.  It used to, but not any more. 

Credit card charge backs require buyer proof to justify the claim just like eBay and PayPal disputes.  If you have tracking showing delivery, you should be fine.

You cannot report your buyer. There is nothing to report them for.   Better if you exercised some best practices and tried to work out a customer service resolution with them.   You may not think it's your fault it arrived damaged, but it surely isn't theirs.  Sellers never want to be the one to get eBay involved.

You need to change your return policy to a buyer friendly 30 days.  It's a mystery why eBay even offers no returns as a listing option.  If you'll notice in your listings, right under where it says that you don't accept returns, eBay says oh yes you do by providing a link to the Money Back Guarantee (screenshot).  Good luck!