eBay

reinvention_2019 · ‎03-21-2022

I listed a St John knit skirt with a hole needing repair. Usually I do not offer returns, although I will sometimes accept remorse returns anyway. The buyer asked if I could either drop the price or revise the listing to accept returns in case, despite her skill as a knitter, she should receive the skirt and feel that she could not repair it after all. I agreed, revised my listing, and she purchased the skirt.

When it arrived she sent a message saying she was pleased and that she thought it would be easy to repair and she left me great feedback. But a few days later (today) she opened a Return Request and selected as the reason that the item was damaged and beyond her skill to repair. eBay automatically accepted the return and put my associated $$ on hold.

I wrote to her and explained the difference between the type of Return Request she'd opened (seller at fault, buyer to be refunded in full including shipping both ways) and the type of Return Request she should have opened (buyer changed mind/didn't like item) Obviously there was no point in revising the listing to allow a remorse return only to have a buyer open a Buyer Protection type of return.

The buyer is apologetic and asks how to fix this.

- Can she close the existing return request and open a new one of the correct type?
- Can she allow the existing return request to expire by not returning the item and then return it privately and I refund her on ebay as a 'partial refund'?
- Can either of us phone eBay Customer Service and get the type of return changed from seller at fault to seller-not-at-fault (so that I am not on the hook for those double shipping expenses)? The buyer is willing to pay those expenses
- Other?

kensgiftshop · ‎03-21-2022

@reinvention_2019

A few years ago, CS could change the type of return if they seen it was a remorse return, but not any more.

Since the buyer filed an INAD, not much you can do.

Want to wish everyone a Safe and Happy Independence Day.

reinvention_2019 · ‎03-21-2022

Oh dear! Well that's disheartening, as I will end up out of pocket nearly $20 for the shipping both ways.

santamonicajeweler · ‎03-21-2022

- Can she close the existing return request and open a new one of the correct type?

No, once she closes this return request, all is done. She can't open another return request.

- Can she allow the existing return request to expire by not returning the item and then return it privately and I refund her on ebay as a 'partial refund'?

Just tell her to close this return request, so you won't get penalized. Whatever you guys do in private is up to you guys.

- Can either of us phone eBay Customer Service and get the type of return changed from seller at fault to seller-not-at-fault (so that I am not on the hook for those double shipping expenses)? The buyer is willing to pay those expenses

You are welcome to call them but all they have in front of them on computer screen is a flowchart. On that flowchart, original reason of return request can't be changed.

- Other?

Best for you is closing this request. Best for her, if she wants to help you, is close this request. If not, work out a partial refund deal with her. I think, you both will achieve what you want. Partial Refund is the way to go as you thought of it at the beginning.

bebe-1153 · ‎03-22-2022

@reinvention_2019 wrote:
Oh dear! Well that's disheartening, as I will end up out of pocket nearly $20 for the shipping both ways.

If you can have her buy the return shipping herself -- rather than return using your label (eBay won't bill when your label is not used) -- you can save that expense.

After it's returned, the return proceeds as normal: She gets a full refund (including original shipping) and you get your FVF credit and no defect -- just the ding, which is not a defect, because the buyer opened a request, which happens for buyer's remorse as well.

reinvention_2019 · ‎03-22-2022

Thank you everyone. Your information and suggestions have all been truly helpful. I will be back in touch with the buyer later today and we'll resolve it now that, thanks to you, we have a clearer idea what options are open to us.