A buyer was refunded for an item but has not returned the item to the seller. What can I do?

[mollie34]

A buyer purchased a Jimmy Choo from me.  She did not want to keep it.  I refunded her but have not received back the handbag and Ebay released the refund to her and then closed the case immediately.  I have no way of getting in touch with Ebay and I would like to have the item returned.

[48hrs-clothing]

Your statements " I refunded her but have not received back the handbag, eBay released the refund to her and then closed the case immediately" 

Please note eBay did nothing on their own accord as you issued a refund which resulted in funds being released to buyer and case closed.

Issuing a refund before receiving the item back is generally understood to mean seller does not want the item back.

eBay do not have your item. they never had your item.

Your buyer has the item.

Most you can do now is to send your buyer a message asking them to return your item as you have already issued them with a refund and hope that they do.

2 Golden rules of selling.

Never ship anything till you have been paid/ authorised by eBay to dispatch.

Never issue a refund till you have received the item back.

[chapeau-noir]

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@mollie34 wrote:

A buyer purchased a Jimmy Choo from me.  She did not want to keep it.  I refunded her but have not received back the handbag and Ebay released the refund to her and then closed the case immediately.  I have no way of getting in touch with Ebay and I would like to have the item returned.

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You need to receive the item back before refunding.  By not doing so, you essentially told eBay that you were willing to refund and have the buyer keep the item.  eBay can't do anything about this now - get hold of your buyer and try to get the bag back - most people are honest. 

[bigdeals.etc]

Sorry to sound harsh, but how has this become a thing now? I've been hearing more posts about how sellers issued refunds before (and expect) the buyer to return the item afterwards. Is there some breakdown in ebay instructions?

So far I'm still seeing the option in my returns and it looks okay to me...

"Give a full refund

You fully refund the buyer to close this request. The buyer keeps the item."

[chapeau-noir]

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@bigdeals.etc wrote:

Sorry to sound harsh, but how has this become a thing now? I've been hearing more posts about how sellers issued refunds before (and expect) the buyer to return the item afterwards. Is there some breakdown in ebay instructions?

So far I'm still seeing the option in my returns and it looks okay to me...

"Give a full refund

You fully refund the buyer to close this request. The buyer keeps the item."

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I think it's the number of new online sellers since the pandemic - I was really surprised when I read in the ecommerce press how high a percentage this was. I've even had people say "Well, what happens when you ship them the item and they don't pay for it?"  I can only think that this is from people utterly unacquainted with etailing or retail at all.  It's why it's better never to make assumptions about something one is very new to and try to ask questions and get information.

@mollie34  Offering to send your buyer a label to ship back to you may really help.  You can simply create another one from the closed listing - you'll need to change the 'ship to' address to yours and the zip code on the 'from' address to the buyer's zip.  Jimmy Choo ain't cheap and it would be worth it.  You may have a startled buyer who actually feels funny about having the item AND the refund, or is waiting for the next step.  As I say, most people are honest.

[fern*wood]

Since you are rather new to selling it would benefit you to read what to do in these situations before doing anything.  If a return is filed, you have a little time to figure out the best response before doing something like refunding before getting your item back.

[7606dennis]

Never refund until you have the return in your hot little hand.

[postingid7659]

I thought it was just common sense, if somebody wants to return the item, you insist it be returned before you refund money.  

[inhawaii]

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@mollie34 wrote:

A buyer purchased a Jimmy Choo from me.  She did not want to keep it.  I refunded her but have not received back the handbag and Ebay released the refund to her and then closed the case immediately.  I have no way of getting in touch with Ebay and I would like to have the item returned.

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Sorry, but you did something wrong.

[terrycece62]

Unless the buyer agrees to return item you are out of luck  and your  expensive Jimmy Choo shoes

I am puzzled when I see these threads where sellers refund buyer prior to receiving item back 

Sorry this happened but as another poster stated refunding prior to return of the item is a  message that you are NOT REQUIRING  return 

It is a tough lesson learn

DO NOT EVER REFUND BUYER IF YOU WANT ITEM BACK

[terrycece62]

 Sorry its late

'Require item returned prior to refunding buyers payment'