Returns

[ashius]

Bernard

I am posting this here at the guidance of eBay customer service.  I am on the phone with a rep who suggested that I tag you.  I refunded you promptly and have pleaded with you to return the item and offered to pay shipping.  At this point it is clear that you want to keep the item.  Please pay me for it.  Please be a good community member of eBay and do the right thing.  

[1786davycrockett]

@ashius 

This is the eBay Community Boards, and not the individual whom you are trying to contact.

The individual whom you are trying to contact probably has no knowledge that you are attempting to contact him in this manner, and whomever told you to do so at eBay Customer Service was wrong to tell you to use the eBay Community Boards in that manner.

If you are a seller who refunded a buyer before the buyer returned the item to you, then you have done the reverse of eBay policy -- you should NEVER refund your buyer BEFORE the buyer has returned your item back to you.

If you have attempted to contact your buyer through the regular eBay email system, and your buyer is ignoring you, there is nothing further than eBay can do at this point.  Unfortunately, you have been robbed.

Please  re-read the eBay instructions for accepting returns before you attempt to sell another item -- 

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[ashius]

I asked the rep point blank if I should just accept that I have been robbed and she insisted that this was the best course of action.  I’ve delisted everything I had for sale because it’s just not worth the aggravation. Still I appreciate your feedback on how to handle returns.  Thank you for your guidance about this forum as well.

[wastingtime101]

Hi devon@ebay - can you have this CS call reviewed for coaching? CS should never tell a seller to post here on the public Community forum in order to tag a buyer they're having a problem with. That should all be done through private eBay messages.

[ashius]

Maybe have them review all the calls I’ve had pertaining to this saga while you’re at it.  A goldmine of customer service training opportunities.  Don’t worry, I’ve already paid for it (apparently).

[lacemaker3]

@ashius,

Have you given a prepaid return shipping label to the buyer?

I wouldn't accept an offer to pay for the return shipping after the fact, for sure.

[ashius]

I did offer to pay for shipping.  But in his mind it’s his property now- possession is 9/10s of the law when eBay doesn’t have your back.

[powell-collectibles]

For a buyer, it is terribly confusing to be told that he doesn’t have to return an item, then later be told that he needs to. Especially when you send him money to complete terminate the transaction, then ask him to lay out his own money to send something back to you. Understood, you made a mistake – your buyer didn’t. 

[lacemaker3]

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@ashius wrote:

I did offer to pay for shipping.  But in his mind it’s his property now- possession is 9/10s of the law when eBay doesn’t have your back.

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Offering to pay for the shipping is not the same thing as paying for it upfront.

Actually, when you refunded without having it returned first, you told eBay and the buyer that they could keep it. I get that you didn't intend that, but you were told that they would keep it before you returned their money.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#sect...

[ashius]

Here’s my thoughts on it- you buy something and though it was clearly stated that it could not be returned the seller refunds you because you are not happy with it.  You  got your money back and the seller tells you they’d like the item back and would pay for a shipping label to be sent to you.  

But you keep it though you’ve now not paid for it and  it was not gifted to you.  Yes you have the opportunity and the temptation and you might even rationalize it as (their mistake for not waiting till I sent it back first, so it’s mine now.)

I personally would not keep something that I was not entitled to especially if it was clear to me that it was wanted back.  To me that would be stealing.   But I think it’s because of my upbringing.  It’s just who I am.  More importantly it’s who I am

not.

[ashius]

It’s confusing but it’s still not theirs to keep.  Keeping something you did not pay for that the person wants back and has  offered to pay to have shipped back is stealing.  Period.

[dryophelia]

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@ashius wrote:

It’s confusing but it’s still not theirs to keep.  Keeping something you did not pay for that the person wants back and has  offered to pay to have shipped back is stealing.  Period.

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You are correct, it isn't theirs. Have you sent the prepaid label, or was your offer to pay return shipping, just said in messages? Don't wait for him to ask for the label. Send it to him. You won't be charged unless the label is used.

As you have now experienced, no returns doesn't mean no refunds. 

[tobaccocardyahoo]

YOU made a mistake. YOU refunded prematurely. YOU do not seem to understand that this situation exists because of your error.

When you do understand, and not before then, should you write an appropriate message to the buyer, acknowledging your error and seek his indulgence and cooperation.

The buyer is not in the wrong. He has met all of his contractual obligations.

[ashius]

I am clearly new to the whole returns process .  This was actually my first time.  I was not even aware that I would not be charged if the label remained unused.  In 3 separate calls with eBay customer service this wasn’t shared with me.  Thank you for that insight.  Maybe the most helpful thing they did was asking me to post on this forum. And yes, no returns on eBay means absolutely nothing.

[grand-and-glorious-purpose]

You didn't tag anyone.