Buyer returns

[nunzio747]

I sold a third party authenticated item and the seller wanted to return it because my FREE GIFT was a repro of a $500,000 coin! Ebay authorized the return. They sent me an email stating the buyer had trouble with the label THEY sent and I should take a picture of a label and upload it. It will not accept a PDF. I called 4 TIMES and spoke to an overseas customer service rep. EACH time they told me we will take care of it and send another label.  Well time expired and now the buyer gets his refund AND gets to keep the item. The item was $700!!!!

I have appealed once. Denied! I have appealed again. Waiting. There is NO "send buyer a return shipping label" button. Nothing. Small claims here we come..

[mtgraves7984]

"... because my FREE GIFT..."

@nunzio747 

Yes... less really is more, sometimes. It's sad that something like that would cause a NAD Return.

With that being said, was there a Return request that you didn't respond to? If you had ticked 'Return the item', your buyer would have received a return shipping label through the case. I've never heard of "take a picture of a label and upload it" anywhere... are you sure those messages came from eBay?

You also state, "Ebay authorized the return." By this, do you mean 'eBay authorized the refund '? If so, then it might have been due to no action to a Return request.

I'm a bit confused in your presentation... what exactly happened after your customer received your shipment?

[nunzio747]

He said he bid on the item for the free gift only. He thought I was giving away a $500,000 coin. I said it was a "token". He contested the sheet of Colonial notes as being non authentic but they are graded by PCGS. An eBay authorized third party grader. I think eBay is saying I did not respond to the request although I called them 4 times responding. They told me not to worry about it. I contested it. Maybe that was the link I was supposed to hit. 

[myescape]

Yes you needed to respond in the case not by calling

[ma-647837]

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@nunzio747 wrote:

Ebay authorized the return. They sent me an email stating the buyer had trouble with the label THEY sent and I should take a picture of a label and upload it. 

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When eBay sends you an email about a return label, that means the buyer has already asked eBay to step in.

- Your 3 business days to resolve the return request on your own has lapsed.

- You now have just 5 days to provide the return label, or eBay will force the refund and award a defect.

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@nunzio747 wrote:

THEY sent and I should take a picture of a label and upload it. It will not accept a PDF. I called 4 TIMES and spoke to an overseas customer service rep. EACH time they told me we will take care of it and send another label. 

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It looks like you were already given clear instructions on what was needed, and how to provide, via eBay Messages, a return label -- as a photo (the only attachments allowed in eBay Messages is images, not PDF, not Word, not anything else) -- so you didn't need to call even one time, to listen to the reps reading from a script.

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@nunzio747 wrote:

Well time expired and now the buyer gets his refund AND gets to keep the item. The item was $700!!!!

I have appealed once. Denied! I have appealed again. Waiting. There is NO "send buyer a return shipping label" button. 

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When a return is escalated, there is no longer a button to send an eBay-issued return label, nor to upload anything at all, not a label, not a photo, nothing into the case itself. You needed to heed the 5-day deadline and take action as instructed; eBay is self-service. And your appeal and re-appeal won't succeed: Either the buyer or the seller asked eBay to make the final (final) decision, to which you agreed by listing on eBay.

[kensgiftshop]

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@nunzio747 wrote:

 I think eBay is saying I did not respond to the request although I called them 4 times responding.

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You needed to respond the case on Ebay, not calling.

When you called, it got them involved and when you do that, it never turns out good for the seller.

[mtgraves7984]

Well, dang. No good deed goes unpunished. Yes, unfortunately, calls to eBay (even messages to the user) are not considered 'responses to the case' in eBay's eyes. Even more unfortunate is the information passed along by call-in eBay C/S... who gave you bad information if they told you "not to worry about it".

I guess you've learned to always approve a Return, if the buyer has cited a 'Not as Described' reason, which I'm sure the buyer did. And I wish you luck on your appeal... even if your 'Courtesy refund' comes from a pool that all we sellers pay into.

I notice that your listing honestly calls it a 'token' and says you'll even throw it in, but your buyer saw the photos and never read the description. Moving forward... change any other listings that might confuse. And hang in there through this issue.