Handling a return when out of country

[pa_collectibles06]

I have an item that the buyer wants to return. However, the deadline for returning is while I'm out of the country, and I won't be back until after the deadline for determining whether it's damaged or not.  I'll be having my mail held by the USPS, so I won't see the item until more than 2 weeks after it may be returned. 

I suspect that the buyer has damaged the item and then wants a full refund. Any suggestions on how to handle the time delay on when I can inspect the item before determining whether a refund should be issued? Any other advice??

Thanks in advance!

[comics-scifi-collectibles]

@pa_collectibles06   What is the item number?  Did you use eBay International Shipping program OR did you direct ship to the buyer?  

If you direct shipped then YOU must handle the return case as you would any not as described case and issue a return shipping label, ( or send the buyer the $ to buy a return label)  get the item and refund the buyer.   The seller is responsible for items are arriving safely to the buyer when you direct ship.  There is no "inspection" because eBay is going to rule in the buyers favor. 

If you used eBay international Shipping then your job is DONE once the item reaches the forwarding center in the US.    The buyer will file a return request and you get a notice of it but eBay is supposed to handle the rest including refunding the buyer out THEIR pocket.  

[kensgiftshop]

It's not going to make much of a difference if they damaged it or not, they'll get a full refund, whether you inspect it or not.

[pa_collectibles06]

Thanks for your response! I think I might have mis-communicated. I'm in the U.S. and shipping to a U.S. address, but the return may happen while I'm out of the country, so I won't be able to check it out until I return a c ouple of weeks later.

So, to clarify, here's the timeline:

1) buyer purchases item, and I ship it the next day.

2) USPS delivers to the address, but buyer says he never got it

3) Buyer complains to me that he never got the item, but I provided the USPS tracking number and detail showing it was delivered on a specific day and time.

4) Buyer tells me he may lodge a complain with USPS, I tell him I'm supportive, but not much I can do.

5) He asks for a refund from me, but I don't agree since tracking shows it was delivered.

6) 2 weeks later, he claims it (a watch) doesn't work and wants to return for a refund.

7) I remind him that I have a "no return/refund" policy, but

😎 He files with eBay that he expects a refund.

So, what guarantee do I have that he hasn't just changed his mind, damages the watch, then returns it for a refund from me? If it's damaged, I can't resell it, and I'm out the money AND the value of the watch.

Hope that is a better update. Can you explain more about how eBay would refund the buyer from THEIR funds, rather than mine? Don't quite understand that yet.

[pa_collectibles06]

So, to clarify, the buyer will get a refund REGARDLESS of whether they damage the item or not? And who coveres the cost of the refund? The seller or eBay? The buyer has been a pita and I wouldn't put it past them to damage it so to claim that "it doesn't work" - then I can't resell it in that condition. What protection do sellers have?

[comics-scifi-collectibles]

@pa_collectibles06   A buyer CAN file a not as described refund request after they file a not received refund request.  eBay allows this because a buyers item may have been late arriving and then when they finally get it they find it's not as described.    eBay MBG over rules your no returns policy which is for returns FILED with a buyers remorse reason such as changed mind, doesn't fit etc.  

 You did not answer my question... HOW did you ship?  

Did you use EIS or direct ship to the buyer?     How you shipped GREATLY affects your rights and obligations as a seller. 

What is the item number of the  item?   

[pa_collectibles06]

Thanks for a quick response.

Okay - I shipped via USPS with a label purchased through eBay.  I provided the buyer with the tracking number and details showing that it was delivered April. 25th. He says he didn't get it, then, as I said, he now claims it's defective.

Here's the item number: 185861294965

Am I correct in thinking that there are some circumstances where eBay refunds a buyer, but the seller doesn't lose the payment? Perhaps I misunderstood.

Thanks again!!

[kensgiftshop]

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@pa_collectibles06 wrote:

Thanks for a quick response.

Okay - I shipped via USPS with a label purchased through eBay.  I provided the buyer with the tracking number and details showing that it was delivered April. 25th. He says he didn't get it, then, as I said, he now claims it's defective.

Here's the item number: 185861294965

Am I correct in thinking that there are some circumstances where eBay refunds a buyer, but the seller doesn't lose the payment? Perhaps I misunderstood.

Thanks again!!

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It depends on how it was shipped.

Was it shipped to a freight forwarder located in the US?

Or, did you use Ebays International shipping?

[kensgiftshop]

That item only ships to the US, so it was probably shipped to a freight forwarder.

If it was, the buyer will have to pay to have it returned to the freight forwarder and you would pay return shipping from there.

A lot of buyers, once they find out how much it's gonna to ship it back, they don't, unless it was an expensive item.

If they do get it shipped back, you would be paying the refund.

[comics-scifi-collectibles]

@pa_collectibles06   It looks like you didn't even have international shipping offered on that listing:

https://www.ebay.com/itm/185861294965

You MUST issue a refund or eBay will step in and force one since you shipped directly to the buyer the standard eBay Money Back Guarantee applies.   

If you look at the shipping tab on a computer for your other listings they are enrolled in the eBay International Shipping Program.  Click on the shipping tab on this listing on a computer and select Change Country:      https://www.ebay.com/itm/185861294965 

Then you will see that you are set up with eBay International Shipping Program which DOES offer seller protections....

US $28.12

Bermuda

eBay International Shipping

Estimated between Tue, Jul 4 and Mon, Jul 24

Here details of the eBay International Shipping Program.  ( this is NOT regular international shipping)   

You ship to eBay forwarding center in the US then they forward the item the buyer:  

https://www.ebay.com/sellercenter/shipping/ebay-international-shipping/details

When you use EIS you are only responsible for the item arriving safely to the US forwarding center.  After that if the buyer files a not received or not as described eBay refunds the buyer.  

[comics-scifi-collectibles]

@pa_collectibles06.  Adding to @kensgiftshop  great advice.......

If you shipped it to a forwarding service of the buyer's choosing then just approve the return shipping label as it will be for that location.  

If the buyer doesn't return the watch then you don't have to refund.   As Ken said a buyer isn't going to want to pay that international return fee.  

[kensgiftshop]

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@comics-scifi-collectibles wrote:

@pa_collectibles06.  Adding to @kensgiftshop  great advice.......

 As Ken said a buyer isn't going to want to pay that international return fee.  

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There was a post the last couple months where the buyer was complaining about the shipping cost back to the freight forwarder.

It was going to cost around $120 to ship it back and have the forwarder ship it back to the seller.

[pa_collectibles06]

I Apologize! I didn't realize how misleading my message heading was. I SHOULD have written: "Handling a return to my U.S. home when I'm out of the country" Neither of us (buyer or seller) are international. Both in the U.S. My concern has to do with having the item shipped back to my (U.S.) address while I'm out of the country and can't verify IF it's been returned or if it's been damaged by the seller.

So, set aside the "international shipping" aspect - doesn't apply. My BIG question has to do with being forced to accept a return from and issue a refund to a buyer who may have damaged the item post-acceptance, making the resale of the item impossible.

Am I FORCED to refund to ALL returns, regardless of condition on return? I'd be surprised if that's the case.

Again, thanks for your collective insight and again, I apologize for throwing a "non" factor into the equation.

[comics-scifi-collectibles]

@pa_collectibles06   Yes, your question was confusing.   

The answer is you must accept the return and issue the return shipping label.   If you don't then eBay will force a refund and you will not get the item back, you will get a defect and your sellers fees will not be refunded. 

Even if you were home to inspect the watch there is nothing you can do as eBay will side with the Buyer under the eBay Money Back Guarantee.  

What I would do is accept the return.  Get the item back. Refund the buyer.    I would not wait until I got home to check the item.   

[pa_collectibles06]

Thanks for your advice. Accept the return and refund. Regardless of the condition of the return? If it's not resellable because of buyer damage, it's my loss? Sucks!