Customer return request, 30 days 20 hours

[fbray21]

Hello everyone,

I wanted to ask a question about returns. I offer free returns for 30 days, and today a customer requested to return an item 30 days and 21 hours after it was delivered. Would this count as outside the 30 day window? Customer states the product doesn't work at all, but I highly doubt that as I've yet to have one defective product after something like 500 sales. Usually I get the item returned, just for it to work fine except it would've been broken or mishandled in some way. 

Let me know what you guys think, I just got top rated and don't want to lose it by declining a return unjustly.

[katzrul15]

You won't win on the SNAD and e-Bay will allow the return, even at 30 days 21 hours if the Buyer escalates same.

If you offer Free returns, did it auto generate a label or is it asking you to approve?

I would report your Buyer from the transaction view.  How much money is at stake here?

[fbray21]

It did not generate a label it asked me to approve it, as I believe this item was actually not set to free returns (I only changed over to free returns about a week ago when I got top rated). 40$ is at stake. Not a bunch of money, but I know how these return scams work and I try not to feed into em.

[pjcdn2005]

  Is the reason for return that the item doesn't work?  If so, is ebay giving you the option of accepting the return or denying it?  If the reason is that the item is not as described (doesn't work)  rather than a buyers remorse reason, ebay normally does not give the seller the option of denying the return.  If they are giving you the option of denying it, then they recognize that it is over the 30 days return timeline and the buyer isn't covered by the money back guarantee.

However, if the buyer then opens a payment dispute with Paypal or their credit card, you will probably end up refunding and not having the option of getting the item back so it might be in your best interest to accept the return now.

[finalfantasy3]

If the transaction is outside of the time frame which it sounds like it is, the return once opened will appear differently than normal, allowing you the option to decline the return if you wish.

You can definitely decline the return if you would like and it would not affect your TRS status.

[justafemster]

If it's been 31 days since delivery, you deny the return.  If it's been 30 days, you accept it.  Hours don't matter, actual days is what counts.

Personally, I'd deny the return.

[fab_finds4u]

If you deny a not as described return the buyer can open a dispute on PayPal up to 180 days. They can also file a chargeback with their credit card and then they get an automatic refund keeping the item and eBay charges you $20 for the pleasure.

[pjcdn2005]

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@fab_finds4u wrote:

If you deny a not as described return the buyer can open a dispute on PayPal up to 180 days. They can also file a chargeback with their credit card and then they get an automatic refund keeping the item and eBay charges you $20 for the pleasure.

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The $20 charge back applies only if the seller challenges and loses the charge back.  If they win or they refund without challenging there is no charge.

[fab_finds4u]

Do you think the seller will win a not described case? I never heard of a buyer winning a credit card chargeback for not as described. Maybe times have changed.

I'd like to hear from sellers that won a chargeback and how they did it.

[asset_liquidators]

Yes you can EASILY win a credit card chargeback case. Just NOT on ebay. They do NOT fight them on your behalf. That is a flat out lie and then they will charged you $20 for "fighting it".

[fab_finds4u]

I meant to type seller, never ever heard of a seller winning a chargeback on eBay.  Thank you, I thought the buyer always won on eBay.

[kobunji]

Would deny the return, then in the unlikely scenario they go to PP and win they still have to pay to ship it back so nothing really changes for you, and them happening to pay with credit card and then also opening a chargeback is just really rare.

[dnasilver]

Time starts at zero, day one ends after the first 24hrs. Therefore anything over 720 hours is the start of day 31. You can decide how you want to handle your customers. Hold them to eBay's rules or follow the rules for your business.

[pjcdn2005]

No, I don't think that sellers generally win not as described charge back cases. I was simply pointing out that there is not always a $20 charge if the seller refunds without fighting the chargeback case.  If someone is not familiar with chargeback cases on ebay and they read post 7, they might get the impression that a credit card chargeback always results in a $20 fee so I was pointing out that isn't necessarily true.

[fab_finds4u]

Ty,,,, I always thought it was an automatic fee if they filed a chargeback. Knock on wood I never had one. 

@kobunji  buyers can now sign up for free return shipping on PayPal.