Return Requests

[rjp1165new2u]

So, after experiencing my first return request (I don't offer returns, but apparently item is protected under the "doesn't match photos or description" clause, which is highly suspect, as I have impeccable feedback), I responded to the buyer the same day, over 2 weeks ago. Ebay's system didn't recognize that I had responded, so on the last day before response was required, I contacted customer service. I was assured that they can clearly see my response on the history page that took place 3 days prior (I took a screen shot just to be safe) and that nothing more needed to be done on my part until the buyer responded. I never got a response from the buyer until I got the notification last night that they had opened a case. And now ebay will just refund their money and I eat the shipping on the item twice and likely end up with an opened item that I sold NIB?  There doesn't seem to be a place to contact ebay on this and resolve why I was told (and verified in excess) that if the buyer now doesn't respond within a certain time frame, that no....ebay will not just issue a refund. But the message shows that the buyer opened a case and once ebay has notification that the item was delivered back to me, they WILL issue a refund.  I'm not even sure what my question is anymore. The buyer never tried to contact me prior to initiating a return request, and never responded back to me on the return request form I responded on. Buyer had 0 feedback, too. Does this just sound like I'm out of luck and just move on? Am I just being a paranoid old lady? This is the first time this has happened to me. Why is it right that the buyer doesn't have to provide any proof that the item didn't match description or photos? I went back to my listing, and cannot see any place where it was incorrect or misleading. And as I stated before, my feedback comments are great, some even say better than described. I want to stay 100% and I strive to provide good service, which is why my listings are accurate and any flaws are noted. 

[chevymontecarlo88]

What was the item sold and what was the reason given that it was not as described?

[mtgraves7984]

"I don't offer returns, but apparently item is protected under the "doesn't match photos or description" clause..."

@rjp1165new2u 

Yes... every item sold here is protected as you are finding out. Returns are no fun but know that you won't have to refund until your item is back. I find that if an item sells once, it'll sell again. Get your item back to relist for the right buyer. Good luck.

[kensgiftshop]

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@rjp1165new2u wrote:

that if the buyer now doesn't respond within a certain time frame

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They did respond.

When the buyer filed the INAD, you had 3 days to accept the return and provide return shipping.

When you didn't, the buyer responded by asking Ebay to step in.

[tarpongreen]

I had an item packed with bubble wrap and packing material and was sent pictures of it shattered. Looked like it had been dropped. I asked for pictures of the box and the box was completely intact. Buyer was sending messages to me about how he would not send the item back because it took to much of his time and if I didn't refund him his money, he would leave me a bad review. What was he going to do now? He didn't have money to buy another till I refunded (it was a $20 item). His profile showed he had over 2000 reviews so obviously he shops Ebay a lot. 

I saw no recourse except to refund based on Ebay's buyer protection rules and to get him to stop the emails. Maybe I should have reported him for the number of messages he kept sending.

In my refund note I finally told him case was closed and do not contact me again. 

Hoping at some point Ebay will enforce some conditions for buyers. Most of us are doing our best to be honest sellers.

[xadexane]

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@rjp1165new2u wrote:

I was told (and verified in excess) that if the buyer now doesn't respond within a certain time frame, that no....ebay will not just issue a refund.

But the message shows that the buyer opened a case and once ebay has notification that the item was delivered back to me, they WILL issue a refund.  

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eBay customer support is just there to steer you in the wrong direction, to keep your fees (see below) large or small, it adds up. Don't believe this, if you want, but it's true.

When a buyer starts a return request @rjp1165new2u you have 3 business days to resolve the request, to either Accept the return for a refund, Refund with no return needed, or Offer a partial refund with no return. 

Instead, you tried the option to respond, which is not the same spelling as to resolve the request.

The buyer is not required to reply to your response(s).

After the 3 business days, following midnight Pacific time, if either seller or buyer asks eBay to step in it, the eBay resolution robot will usually resolve for the buyer.

When eBay steps in it, splat, you've lost. Then as soon as tracking shows delivered back to you, eBay will immediately refund the buyer -- you will have around zero seconds to look inside the package. You gave up the 2 business days to examine the NIB return if eBay has to step in it, whatever "it" is that eBay steps in. Worse, you now 

-- forfeit all fees

-- paid for shipping in both directions

-- earn a "case closed without seller resolution" defect

It's best to resolve the return request yourself and never allow eBay to step in ... it, neither automatically nor by invitation.

[rjp1165new2u]

It was a novelty chime clock, new in original packaging and there was a factory cut-out in the box to "try me", which was operational at listing time. No reason given, that's just the auto-button the buyer selected. I never got a response from the buyer on ebay's form and apparently, responding on their form isn't considered a response. In reading answers to this post, ebay's wording doesn't state to resolve, but respond. But what they mean is resolve, or seller has no recourse.  

[rjp1165new2u]

Thanks. I'm just hoping that the original packaging is intact to relist. 😐 It just stinks that the buyer doesn't have to respond or provide any info as to why it didn't match. 

[rjp1165new2u]

As I'm discovering, ebay's wording and form is misleading. I responded on ebay's form from ebay's options.  What ebay means is resolve, not respond. Just frustrating. 

[rjp1165new2u]

A few years ago, I had a buyer contact me that the item arrived broken. Again, my feedback shows all kinds of praise regarding my safely packaged items. And I get it, some things can be handled roughly. But when I asked for photos, the box was intact as well. But, the item that sold was a limited edition (and it was numbered and photos of that were included in the listing). Guess what? Yes, the broken item they sent pics of were not from the auction. I told them that, I don't know if they ended up filing a claim with USPS. But when I called them out, they stopped and actually left me good feedback. 
I absolutely agree that there needs to be something in place that protects sellers to some extent. 

[rjp1165new2u]

Live and learn, I guess. I definitely thought I was doing my due diligence to handle it appropriately. Hopefully, there won't be a next time, but at least I now know the wording offers little to no clarity. Thanks for your input. 

[monster-deals]

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@rjp1165new2u wrote:

I don't offer returns, 

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Yeah you do, we all do unless you just refund without getting the item back.