Buyer requesting return of notebook she recently received.

[gemba-kaizen]

An eBay buyer recently purchased a notebook I had listed on eBay via "Buy It Now" feature and paid for it and the shipping costs.  The day item was received, the buyer gave me a positive feedback and remarked how new it looked.  A few days later, the buyer requested a cancellation of the transaction due to the difficulty she was having operating it and that for a 72 year old she was having problems resolving it.  Note: I clearly noted on the "Buy It Now" auction, no return policy.  I told her to ship it back and I will refund her monies after receiving it and inspection.  She informed me that she was going to ship it back and provided me a UPS tracking number for which at this writing does not exist in the UPS data system.   If the item is returned unharmed and not missing anything, I intend to refund her monies, but then do I need to let eBay know to refund my final auction costs/fee for this failed transaction?  She did not open a return via eBay,

[pcobra93]

If she has not opened a return in Ebay then I don't know what you would have to worry about. If it shows up then be honest....if it never shows up then you owe nothing.

[kosi3464]

If it is a cheap notebook, simply refund her and ask her to keep the book. Even she is wrong and it's absurd, don't push it too hard. Sometimes, we have to deal with such situations, it comes with this business. She has already given you a positive feedback, just let it go and move on. Just resolve the issue with the buyer, otherwise this might lead to defects.

[48hrs-clothing]

Noted that to-date you have not had confirmation that your buyer has sent your item back as no tracking number has been advised. I would not ask her to open a return case at this stage.

I would recommend that when you receive the item back carefully inspect it and if you are happy that there are no problems then send your buyer a message advising her that she must open a return case on eBay and select reason like Changed my mind and then issue a refund through the case.

This will your final value fees will be refunded to you.

[gemba-kaizen]

Not a cheap Notebook.  It is a Samsung Galaxy Note Pro 12.2 and we are talking about $200+

[gemba-kaizen]

Won't I lose out on my final value fee?

[jonathankirkland]

---

@kosi3464 wrote:

If it is a cheap notebook, simply refund her and ask her to keep the book. Even she is wrong and it's absurd, don't push it too hard. Sometimes, we have to deal with such situations, it comes with this business. She has already given you a positive feedback, just let it go and move on. Just resolve the issue with the buyer, otherwise this might lead to defects.

---

Pretty sure by NOTEBOOK he means tablet aka computerized thing, not an actual notebook of paper...

[lamber9347]

@gemba-kaizen You need to keep in mind this platform offers a MBG to all buyers. Unless it is a remorse return, your own no returns policy is trumped by the returns policies for eBay. You dodged a bullet with the buyer not opening a return case against you. All returns stay on your selling account for 18 months. Best of luck to you....

[gemba-kaizen]

Thanks

[chapeau-noir]

---

@gemba-kaizen wrote:

An eBay buyer recently purchased a notebook I had listed on eBay via "Buy It Now" feature and paid for it and the shipping costs.  The day item was received, the buyer gave me a positive feedback and remarked how new it looked.  A few days later, the buyer requested a cancellation of the transaction due to the difficulty she was having operating it and that for a 72 year old she was having problems resolving it.  Note: I clearly noted on the "Buy It Now" auction, no return policy.  I told her to ship it back and I will refund her monies after receiving it and inspection.  She informed me that she was going to ship it back and provided me a UPS tracking number for which at this writing does not exist in the UPS data system.   If the item is returned unharmed and not missing anything, I intend to refund her monies, but then do I need to let eBay know to refund my final auction costs/fee for this failed transaction?  She did not open a return via eBay,

---

If the notebook shows up, you can cancel the transaction with 'buyer requests' (which she did) - you will have your fees refunded.

[pureinnocenthelp]

don't refund her money. first of all she was happy it seems she did gave u positive feedback and how it looked. so she is just using you. 2 if she was unhappy then she would've left a negative feedback or neutral.  

[gemba-kaizen]

As of today 3/30/2021 the UPS tracking number the buyer submitted to me is still showing it not in their system.  I sent her a eBay message yesterday and today that the UPS tracking number is not in their system and sent a photo of the UPS Tracking site.  I requested the buyer to verify the tracking number if it was correct and find out why the discrepancy.  No response by buyer yet.  I hope all this goes on the record for eBay to see what is going on here.

[gemba-kaizen]

Update:  Buyer gave me a revised UPS tracking number that is correct.  The buyer had two letters of the tracking switched around....All is good for now, just hoping to receive the laptop back in the same condition it was shipped.