Buyer return request after 30 days…help!

[**vols**]

I recently sold a “hot” Christmas season toy I had an extra of and shipped the next day after the auction ended. The buyer has requested a refund and it has been over 30 days(I don’t accept returns, but of course there’s either MBG stipulation) and saying several items are missing. I originally purchased the item from Amazon and stated in the listing it was in a different box than the big box stores (came from Amazon that way), but still had on the outside of the box what it was (it was brand new, it was just a “simpler” packaging than big box stores).
So I opened one side and took a picture for the listing to show that it was what the box said it was. I didn’t remove any contents and taped it back up right after the picture was taken. Many of the items the buyer claims are missing are in the picture and were definitely in the box when I shipped with UPS.
An eBay rep said no worries, it was past the 30 days (46 to be exact) and to ignore the request. From reading other posts do I actually need to decline the refund, just ignore and eBay side with me because it’s past the 30 days? I really don’t want to pay shipping for a return when I know they won’t return everything I sent them. I’ve never had an issue selling….this is a first!

[bonjourami]

You can refuse the return but dont be surprised if the buyer goes to their cc for a chargeback.And leaves you a negative feedback.

[lamber9347]

@**vols**  There are many posts on here where a buyer can still send a return request after the 30 days have passed, so you're not exactly in the clear. You can always decline the request but understand the buyer can still escalate it to eBay or go through their method of payment, which allows a buyer 6 months for a return.

Also stop calling eBay because those reps are outsourced and will always tell you what you want to hear in order to get you off the phone. You should NEVER ignore any type of return or case opened against you.

Always keep in mind your selling account. This is just business and not personally against you. Luckily this is your first time at the rodeo of returns, but it won't be your last. Best of luck to you....

[mtgraves7984 · Accepted solution]

You should NEVER ignore any type of return or case opened against you.

@**vols**  ^^^ This.

Note that @bonjourami and @lamber9347 both suggest that you address the case... as do I. The very best way to protect your seller metrics is to be proactive. eBay likes for their sellers to handle the sellers' businesses, and the Rep you spoke with was just wrong to tell you to ignore it.

If you don't want to pay return shipping, have you thought to offer your buyer something  to keep it, less the parts they claim that are missing? That might work, and would be the best way to mitigate your losses.

If it goes to PayPal, you'll be off the hook for return shipping, but will be issuing a full refund upon the return of whatever package the buyer sends. If it goes to a CC dispute, you'll refund in full, pay a $20 CC fee and will get nothing returned.

Just a couple of things to consider. Sorry this happened to you and good luck.

[**vols**]

I guess I could find this somewhere on boards but if both parties agree on a partial refund can the buyer try to file with PayPal for a full refund still?

All these suggestions are a great help! 

[mtgraves7984]

@**vols** 

I don't think so. Wait for posters with actual experience before you take my word as gospel, though.

[pjcdn2005]

If a return is opened more than 30 days after delivery, the case can't be escalated because eBay will not step in after the 30 days.  But as others have said, the buyer can go to their payment provider and open a claim then.

If you do a partial return then make sure that it is done through the transaction itself. Then if a claim is opened later on, there will be a record that they have already received a partial refund so you won't have to refund that amount again.