Buyer Violated MBG - E-Bay still sides with Buyer? Why?

[katzrul15]

Buyer buys.

Buyer evidently changes mind - told e-Bay found cheaper. 

Parcel shipped same day as order/payment.  Arrives in 2 days, Buyer refuses parcel at Delivery.

Buyer wants full refund.  MBG says it is voided by Buyer refusal of parcel at delivery.

We reached out to e-Bay CS on social media.  They indicate we are to refund and it does not void MBG. 

Why not?  It is in written policy it does. 

Why do we owe Buyer a full refund??

[divwido]

I don't think you should refund the shipping.  I think there needs to a point where someone (ebay staff???) says, you paid to ship in good faith, there is no reason why you should refund money that you've paid out to do your job.  They don't want it?  Then refund the cost when it returns.   Fair is fair and that rule is not fair.

[my-cottage-books-and-antiques]

@katzrul15 

What is your stated return policy?

Has buyer actually filed a claim under ebay's Money Back Guarantee?

[katzrul15]

Buyer pays, 30 days.  Yes they filed.

[katzrul15]

Why have the written policy if e-Bay will not follow it or enforce it?

What is the point of the written policy?

[pburn]

If you have the opportunity, appeal eBay's decision.

[katzrul15]

---

@pburn wrote:

If you have the opportunity, appeal eBay's decision.

---

Not at that juncture currently - have 2 days to respond.

[my-cottage-books-and-antiques]

@katzrul15  

So, you have a 30 day return policy, which means buyer can return for ANY reason (including a remorse reason, such as "found it cheaper".) So, you must accept the return, since it is within your 30 day framework. The reason given is a remorse return reason...are you saying the buyer filed an INR or an INAD? Or did he just file for a return under your 30 day policy?

If this was brought under your policy, it is not really a MBG return.

[inhawaii]

Sorry this happened to you.

I don't understand either.

Hopefully another round with ebay CS and you will be to straighten this out. 

Good luck!

[dbfolks166mt]

     If the buyer has actually filed a case with eBay accept the return and be glad the buyer refused the shipment since there is no cost for the return postage. You should not need to create or issue a return shipping label and may have to work with CS on this. Once you have the item back refund the buyer you may have an argument regarding not refunding the original shipping cost but not sure what the cost was and how much your time is worth to you to fight the battle. 

     One thing for sure add the individual to your BBL. 

[onlinecentral]

I started a notepad file of my returns and found that 0.294% of my yearly revenue is a loss for the outgoing and return postage of returns.

Adding to this file has put things into perspective and I am an awful lot less resentful and irate about returns than before keeping the records. The buyer didn't rip me off for $53.37 dollars. I was able to resell the merchandise to another buyer and my actual loss was $3.37 in postage.

Is the eBay policy fair? Since I can't change it, I don't worry about that so much nowadays. I have bigger fish to fry.

[my-cottage-books-and-antiques]

@katzrul15  In case I was not clear:

The rule you mention refers ONLY to MBG cases: Item Not As Described and Item Not  Received cases. So, if this return is through your stated Return Policy, MBG does NOT come into play. Since this appears to be a remorse return, NOT an INAD or INR, it seems to be through your return policy.

By refusing delivery, the buyer has saved the expense of return postage, so return postage is not an issue.

Assuming the item is returned in the same condition as it was sent, you need to refund per your own Return Policy. 

[katzrul15]

We shipped our parcel UPS ground due to heavy oversized parcel.

It was expensive to ship and we as a Seller complied with shipping quickly per e-Bay.

This is not a $5 shipping charge and not something a seller can just build in to the next sale.

This is wrong on so many levels and penalizing to a Seller.  It also does not fall into the TRS definition to withold up to 50% as that is tied to item condition only per e-Bay.

[my-cottage-books-and-antiques]

@katzrul15  Again, was this filed as an INR or an INAD?

IF it was NOT, you need to accept reality here: The rule you are talking about does NOT apply to your situation, it ONLY applies if this was filed as an INAD or an INR. 

[fern*wood]

If the buyer filed using the reason "found cheaper", then it is a remorse return and not a MBG return so, you won't have to refund the initial shipping ---unless it was free shipping initially.    I'm curious, does UPS ground get returned on refused items for free?

oops-- I see my cottage already went over this.