Buer cannot request refund

[umoraski]

Buyers claims she wants to request a refund for an item, but is restricted because she cannot insert a picture of the item and says its because I do no accept returns. I already told her that was no problem and just start the return process. She claims item is permanently stained and doesn't understand why I want it back.    She just wants me to send the  money without the shirt.  She has sent me 10 messages.  and threatens me with reporting this to Ebay.  

[12345jamesstamps]

Might be a guest using eBay...different rules as a guest on eBay.

Apparently, she thinks "no returns" means no returns...which is not true.

She needs to open a claim case for a refund...but as a guest again different rules I believe.

[chapeau-noir]

@umoraski  She can't report anything to eBay - there's no policy that says a buyer *must* have a refund and also get to keep the item, only that upon return of the item they get a refund. The rest is seller discretion. Also, the fact that you don't take returns has nothing to do with whether she can attach an image or not. I wonder if she just wants to bully you into getting a free shirt.

The only thing I would do is simply say "I'm sorry you're not happy with the item, please return for full refund." And don't argue. Keep all messages. If she threatens to neg you, don't be bullied by that. 

[lakefor94]

"Sorry you are not pleased with your purchase, please return for refund"

Wash, rinse and repeat.  

Could be her return privileges have been revoked.

If I knew the item was permanently stained when I sent it, I would probably just refund. 

[chapeau-noir]

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@12345jamesstamps wrote:

Might be a guest using eBay...different rules as a guest on eBay.

Apparently, she thinks "no returns" means no returns...which is not true.

She needs to open a claim case for a refund...but as a guest again different rules I believe.

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You can return as a guest: "If you need to return the item you bought, you can open a return request through the order confirmation email you received."

[just-me · Accepted solution]

The reason for the picture is because she is filing an item not as described, so she needs to include a photo to show the item she received.  If she gets it to go thru, you will have to issue a return shipping label.   I do not know if a normal return request will go thru for your approval if you have selected no returns.

[mementomoria]

Sounds like a scam to me. My rule is no refunds without sending item back. Period, end of conversation.  Let her call ebay, as long as you have told her to send it back and she doesn't want to - no refund. FYI, report her to Ebay for making threats. You really should consider doing free returns, life is so much easier and you have more protections from Ebay if you are top rated with free returns. I get maybe 1 or 2 returns a year. The savings in final fees and the fact that ebay doesn't allow the buyer to leave negative feedback is worth it to me. The times I do get a return it is a scammer and you can refund 50% with no refund on postage.  In the end I still end up making money on the transaction without all the **bleep**. 

[umoraski]

I don't have a problem with the return, I just dont understand why her request didn't go through.  At this point, I want the item back.   I have accepted returns before even though I have posted I don't.   There has o be a better way or something she isn't doing right.

[chapeau-noir]

I would not do free returns with clothing and shoes, which is a lot of what the OP has. It probably works fine in your markets, but with clothing it may turn one's store into a fitting room - there's a reason stores with these very generous free everything policies have higher prices and a 35-50% return rate, and some are getting rid of the policies altogether.  I *would* go with 30-day buyer pays, though.

[12345jamesstamps]

I heard as a guest they cannot leave feedback...at least...true?

[chapeau-noir]

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@umoraski wrote:

I don't have a problem with the return, I just dont understand why her request didn't go through.  At this point, I want the item back.   I have accepted returns before even though I have posted I don't.   There has o be a better way or something she isn't doing right.

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Maybe you can send her the how-to link on how to file for a return.  In the most helpful way, of course. See what happens.

[gamersbaystore]

If your buyer is restricted from opening a case, then its very likely they already lost their money back guarantee protection. ebay has stated in the past they will block problematic buyers from opening return requests at all. Add to block list and ignore.

[southern*sweet*tea]

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@12345jamesstamps wrote:

I heard as a guest they cannot leave feedback...at least...true?

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That's true.  To leave feedback you have to have an Ebay account.  If you purchase as a guest, you don't have (or aren't using) an account.

https://www.ebay.com/help/buying/leaving-feedback-sellers/leaving-feedback-sellers?id=4007

"Can anyone leave feedback?

Only registered eBay members can leave feedback. If you bought an item as a guest, you won't be able to leave feedback about your experience."

[ten_o_nine]

A problem buyer is a problem buyer. If item was high value, I would pursue a return, if not, I would refund without the return. I know it's against everybody's advice, but I can't deal with headaches on low value items.

[umoraski]

Buyer finally activated Refund Request, but without a pic to show any damage, she said she didn't like it.  Ebay is only refunding her the price of the item with no shipping.  And that depends on whether I receive it by a certain date.  I don't understand what the problem was with the picture, because she inserted one when she initially messaged me.