Does a message about a return count as a return request?

[brandsterinc]

We received a message from buyer on 10/23 stating they had an issue with their item and wanted to send it back. Their 30 day return policy expired on 10/25 - they sent a formal return request on 10/26 and we declined the return and then told them that after 30 days we do not accept returns but that we offer manufacturer warranty support. The customer has since made threats of all kinds that are largely insane (calling the police, contacting the authorities to get her money back etc) - is she within policy since she messaged about a potential return prior to 30 days?

[orangehound · Accepted solution]

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@brandsterinc wrote:

 - is she within policy since she messaged about a potential return prior to 30 days?

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According to eBay policy, she has to initiate a return request through the eBay return system within 30 days from the date that she received the package - PMs/messages don't count.  However, if the email request were received within the 30-day window, I would have given instruction about how to do the return and I would have approved the return ... that's just the way I operate, and you are under no obligation to do that.

That said, some angry customers often will figure out that they can do a charge-back on their credit card ... and credit card companies are quite liberal in siding with the buyer.  If that happens, then you'll be forced to refund, you'll get an additional fee assessed by eBay, and you won't get the item back.

[1tuna]

I rarely  ever get a message about returns since I have 30 days free returns

as the other poster mentioned I woud have just said   "please hit the return button"

after 30 days the MBG can be ignored by a seller with no consequences

returns  are pretty  simple for me and I am up to about 27 in the last year

[monster-deals]

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@brandsterinc wrote:

We received a message from buyer on 10/23 stating they had an issue with their item and wanted to send it back. Their 30 day return policy expired on 10/25 - they sent a formal return request on 10/26 and we declined the return and then told them that after 30 days we do not accept returns but that we offer manufacturer warranty support. The customer has since made threats of all kinds that are largely insane (calling the police, contacting the authorities to get her money back etc) - is she within policy since she messaged about a potential return prior to 30 days?

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The cut-off is the cut-off.

However they can just file a chargeback and you get to lose the item, your money and pay $20 for the privilege.

...who knows what an unhinged person might do, they may do nothing at all.

[monster-deals]

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@1tuna wrote:

after 30 days the MBG can be ignored by a seller with no consequences

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on, by or from ebay.

A menagerie of other consequences not on ebay are available free of charge.

[brandsterinc]

Appreciate the insight, thank you!