What do I do when a buyer hasn't sent a returned item back yet?

[junchoone]

A buyer ordered a skating dress from me and asked for rush shipping to be delivered by the 10th of July for a skating competition. It was delivered on the 9th of July.

On the 15th of July, she requests a refund because there is a small tear in the mesh on the sleeve. I don't offer refunds so I ask her to send it back and I'll issue a refund after I inspect it. She escalates this to a case.

I refund her money on the same day. I still have not received the dress back and she does not respond to messages. I can't find any information on eBay's help pages about this situation so I'm posting here.

Is there anything else I can do to get either the dress or the money back?

[bigdeals.etc]

No. She likely isn’t returning the dress to you since she got her refund already. No incentive for her to send it back to you now.

[mtgraves7984]

What do I do when a buyer hasn't sent a returned item back yet?

@junchoone 

As you've presented it, your item probably won't come back. When your buyer requested a refund, you could have asked them to open a Return... then, they'd have a label to send the item back with. If you've already refunded the buyer in full, they have no incentive (or shipping funds) to send it back at all.

You could always message the buyer and offer to transfer (via PayPal) the return postage... maybe the buyer is honest and kind and would mail it back. Good luck moving forward...

[caldreamer]

Never refund money until "after" customer returns item.   No way to recoup your money (or force customer to return item).

[48hrs-clothing]

Details you have posted are not clear and following is my understanding. Any errors to be corrected by "

junchoone original poster".

You state" She requested a refund".

I understand this to mean you received a message asking for refund.

You state" She escalates this to a case".

I understand this to mean she opens a case and I assume this was Item not as described or item does not work and you did not respond on the case.

You state" I refunded money on the same day".

You issuing a refund closed the case and as far as eBay is concerned you did this because you did not want the item back.

I note that buyer is not responding and it is more than likely that you will not be receiving the dress back.

You could send a message to buyer with a pre paid return label attached to this message and ask her to send your item back. It is unlikely that your buyer is going to send the item back and I am not aware of any way that return can now be guaranteed.

Always remember that if seller  wants the item back then when a case is opened seller must respond to the case and issue a refund when item is received back.

[lamber9347]

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@junchoone wrote:

Is there anything else I can do to get either the dress or the money back?

---

No, I'm afraid not. Once you refunded the case was closed. The presumption is that you no longer wanted the dress returned so you went ahead and refunded. No one can force the buyer to now return the dress. Here is a link to the MBG, you really should read this carefully so you can understand how it works. Next time come to this forum sooner with any questions as you will receive some great advice. Best of luck to you....

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[dirk12955]

Costly mistake to refund before receiving the dress back.

A Dance recital dress that her kid wore and wowed the crowd and got a standing ovation and has no intention of wearing a second time and was rented at no cost.    

[inhawaii]

Lesson learned.  The next time you accept a return, don't refund customer until you get the item back. 

If the item is not returned by ebay's return date, the case will be closed in your favor.  

FYI: When one of my customers files a return, about 50% of them end up not returning the item. 

[dbfolks166mt]

     Have to agree with you on this one a lot of times the buyer is phishing to see if the seller will offer a partial refund and allow them to keep the item rather than have to pay the return postage or they are hoping the seller will make the same error the OP did and refund their money before they have the item back. Pretty common tactic and I too have had it happen a lot more often that I like to deal with. 

[terrycece62]

No way to get item back or force refund reversal  so you are paid ago

This deal is done  

move on

Never refund prior to receiving item back (if you want your item back)

[dentalrprtek2012]

You probably won’t see that again. eBay will not force them to return it. Sounds like they used it for what they needed now want money back. Good luck.

[coolections]

NEVER give someone money without getting something for that money. You are most likely screwed. Hopefully you have an honest buyer.

[rolemodel24]

As is the case on this community board, we don't always get a thorough enough answer.

I am researching this because I am in the same boat. I had a pair of shoes listed as an 9.5 and the shoe was actually an 8.5. Buyer contacted me for a refund. Everything I read said issue the refund, the buyer guarantee protects them if you screw up the listing. If you make ebay get involved, they will ding your seller account so your listings show up last. So I authorized the refund and ordered a shipping label. She clicks on the print shipping label, but nothing happens. When I click on the returns, it says that return is closed. She WANTS to send me back the small shoes. But can't get my label to download. If I just do nothing for 2 weeks, she won't send the shoes back, despite wanting to. 

You wrote:
"If the item is not returned by ebay's return date, the case will be closed in your favor." 

Does all of that go out the window because I authorized the refund?

[mudshark61369]

@rolemodel24 

‎

"As is the case on this community board, we don't always get a thorough enough answer".

You should always check the date a topic was posted before replying to it.  This one is about 2 1/2 years old. Then read it to make sure that the topic matches your issue, and look for answers.  If your issue is not the same as the one posted, start your own discussion. This topic will be locked soon.

If the buyer has not shipped the shoes by the date ebay gave them, the case will be closed in your favor, and you can keep the money.  The only way you can refund the buyer if they return the shoes would be to send them a check, cash, or money order for the item price and original shipping. Unfortunately, they will lose the sales tax charged by their state. 

If you and your buyer cannot print out the return shipping label try the instructions below. If it works for you message your buyer with the instructions.

Go to the shipping labels and select the reprint option. In print settings save the file to your computer. Print directly from the saved file instead of the website.

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.