Return Shipping Label

[va_9445]

We are looking for guidance regarding an issue with a recent transaction. Due to an internal mistake, we accepted the creation of a return shipping label, even though it was clearly agreed with the buyer from the start that this item was non-returnable and not eligible for a refund. This condition was communicated and acknowledged prior to the sale.

Despite this, the buyer is now proceeding as if a return and refund apply, which contradicts the original agreement. We are attempting to resolve the situation in good faith by offering an alternative solution, but the buyer is no longer responding or cooperating.

Given this situation, we need to formally open a case and request eBay’s intervention to review the facts and help resolve the matter fairly. Any advice or similar experiences would be appreciated.

[kensgiftshop]

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@va_9445 wrote:

Under that logic, a buyer could purchase an item, keep it for weeks, handle or even damage it, and then on day 29 simply request a refund and automatically “win” the case. If that were truly how the system works, then seller protection would be meaningless.

Surely buyer protection does not extend to covering damage or issues that occur after delivery and extended possession, nor does it eliminate the relevance of evidence, timelines, and buyer conduct. Otherwise, any buyer could exploit the policy, and sellers would have no realistic protection.

That’s why context matters, and why seller protection must exist for cases where the facts clearly contradict a late “not as described” claim. You guys are really not helping at all.

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You're not the first new seller to think that way.

Those of us that's been around awhile know how Ebay works.

As far as seller protection, there is very little.

[1786davycrockett]

@va_9445 

"That’s why context matters, and why seller protection must exist for cases where the facts clearly contradict a late “not as described” claim."

There is no eBay "seller protection" policy -- the only policy that protects eBay sellers is the policy regarding tracking numbers and "item not received" cases:  if a buyer opens an INR case against a seller, and the seller can provide a proof of delivery tracking number, the seller is usually going to win the INR case against the buyer.

The eBay Money Back Guarantee policy has always been a stacked deck against sellers -- no matter how much evidence a seller may supply -- because eBay protects buyers over sellers.

Buyers provide more income for eBay's stockholders than sellers provide -- and that's the way it has been on eBay since at least 2011, when I started selling on eBay.

[simba6]

If you issued a return label, then the buyer can return it for a refund.   Even if you don't , the buyer can file a case and get a full refund.  That's the rules of selling here.   There is a slight chance they won't get around to sending it back.

[albertabrightalberta]

@va_9445 

If you don't take the advice being offered here, I guarantee you won't like the outcome. 

Fight it or ask ebay to step in and the buyer will get to keep the $2000 monitor, they'll also get a refund from YOUR funds and because you didn't resolve the case yourself, you won't get back the FVF (final value fees) from the sale. Your account will get a huge ding for forcing ebay to step in.