Return - not at fault

[jalapenocheddar2020]

The buyer initiated a return because the zipper doesn’t “work well” in their opinion. Before shipping out the product, I tested it and there is no defect in the zipper so it is the buyer’s error. I think eBay saw this too and sided with me as a seller. However, eBay still refunded the buyer anyways. Although there is no impact on me as a seller, thank goodness, did the buyer just walk away with a free item? Do they get penalized for initiating returns that are not the seller’s fault? Does anyone know if the buyer can still provide public feedback on the seller at this point?

[lakefor94]

So what exactly happened?  Did the buyer open a return case? If so, what was the reason the buyer selected for the return?

Did eBay send a message when the return was closed? What did it say?

[lamber9347]

Sorry but sellers are responsible for the items they sold. You cannot prove the zipper wasn't working correctly before you shipped the item. This platform doesn't get into he said/she said scenarios. Most likely the buyer chose a remorse reason for the return if you were not charged by eBay- you got lucky. 

Yes, the buyer can still leave you feedback because they had a transaction with you. It is their option and very difficult to get removed if it comes out negative, so keep your fingers crossed. 

No there is no penalization for the buyer because there is no proof they did anything wrong here. The zipper wasn't working well for them, that's not a crime. I have a lot of trouble with zippers myself from clothing straight off the rack.

This platform offers a money back guarantee to all buyers, so every buyer has a right to request a return. Here is a link to the MBG, you should familiarize yourself with this so you can respond to any future return requests easier. Best of luck to you....

eBay Money Back Guarantee policy

[jalapenocheddar2020]

The buyer bought a jacket from me. No where in the description do I mention anything about the zipper. There’s just a picture of the jacket with a zipped up and unzipped. The buyer got the jacket today and quickly opened up a refund request and said that “The zipper doesn t work well. It jams up and takes a while to get it to work.” eBay opened up the case I got all the notifications but within minutes, eBay determined that I was not at fault, but refunded the money to the buyer anyways.  

[jalapenocheddar2020]

The buyer is asking me how I’d like them to return the item. Is this something that buyers pay for? I’m not really sure that I should ask them to return the item because eBay isn’t demanding the monies back from me. The buyer can technically keep the item for free since ebay refunded them. 

[albertabrightalberta]

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@jalapenocheddar2020 wrote:

The buyer bought a jacket from me. No where in the description do I mention anything about the zipper. There’s just a picture of the jacket with a zipped up and unzipped. The buyer got the jacket today and quickly opened up a refund request and said that “The zipper doesn t work well. It jams up and takes a while to get it to work.” eBay opened up the case I got all the notifications but within minutes, eBay determined that I was not at fault, but refunded the money to the buyer anyways.  

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You haven't answered the type of case the buyer opened. What did it say the refund request was for? 

If the buyer said the zipper doesn't work, that would be "NAD" and you would be required to either accept the return or issue a refund. 

[jalapenocheddar2020]

I’m looking at the case summary provided by eBay and it doesn’t inform me about what kind of reason the buyer opened the refund request for. Attached is a screenshot. 

 

since since eBay already refunded the money to the buyer and closed the case, I don’t have an option to do anything. I shouldn’t be refunding the buyer again since eBay already refunded them

[lakefor94]

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@jalapenocheddar2020 wrote:

I’m looking at the case summary provided by eBay and it doesn’t inform me about what kind of reason the buyer opened the refund request for. Attached is a screenshot. 

 

since since eBay already refunded the money to the buyer and closed the case, I don’t have an option to do anything. I shouldn’t be refunding the buyer again since eBay already refunded them

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This is out of the ordinary.  It is almost like the buyer inadvertently closed the return case. 

I don't know for sure. 

[lamber9347 · Accepted solution]

You should simply tell the buyer to keep the item now that they've been refunded. You can't expect the buyer to pay for return shipping which means you'd have to pay. Not worth the trouble and expense at this point, this is a done deal now. Best of luck to you.... 

[48hrs-clothing]

Noted that eBay closed the case stating" You were not at fault".

Item in question no longer belongs to you as you have been paid. 

My advice would be please do not concern yourself on how eBay has dealt with the buyer. 

If eBay have advised you that they have refunded the buyer therefore eBay as owners of the said item do not want to receive the item back.

Message you received from eBay should tell you if buyer is able to leave feedback and how eBay will deal with this.