Buyer asks for Return & Refund on an Item Described & Pictured Accurately

[det1835]

I don't know if this is where I should post or if I should be posting to some other area.

But -

I don't accept returns. However, I had no choice since the buyer said the device did not work or was defective and eBay does not offer an option to decline. I could have asked them to step in, but, after reading all the garb, it seemed senseless. I realize eBay needs buyers. Don't they need sellers too? You would think before making a seller refund a purchase there would be other steps for the buyer to show/prove the sell was described inaccurately. I can't make a buyer "read every word and interpret as intended". I try to write my descriptions so that an eight grader would understand (and show pictures that indicate the same as the description). I don't sell a lot (and it's probably going to be less now), but, this is only my 2nd request for a return. The first was a pair of jeans that the buyer said did not fit (Hello, I can't help if you gained or lost weight) and of course eBay allowed me to decline. It's upsetting first that the buyer asked for the refund, then I had to pay for the return label, then the buyer used part of my packaging, but, left the device to bounce around in the container I shipped it in. Luckily, it worked the same as when I shipped it out. Otherwise, I suppose I would have a different sort of situation.

My question is: Does eBay ever review return requests?

Do other sellers ask that eBay get involved on small sales ($20 - $40)?

What options do I have for follow up feedback? (I did comment to the buyer through the refund comments, that if they had future returns, they should at least package as they received the item).

The only thing good I can say is: the buyer did communicate with me when I asked about the return label & shipment. 

I guess I need to let a de_d dog lie and consider this a learning experience.

Any advice from more experienced sellers?

[soh.maryl]

Maybe you didn't know this:

On eBay, all a buyer has to do to get a refund is claim an item is not as described.  They are not required to prove this.  eBay doesn't get involved in return requests unless the seller refuses to refund, in which case there is a very real possibility that eBay will refund the buyer from the seller's funds and allow the buyer to keep the item.  

[caldreamer]

Better to allow returns at least that way customer pays return shipping (unless they claim "not as described or defective").   Most customers are honest about reason for return.   

Because you don't allow returns you give customer no option but to lie.   If you had allowed returns and customer claims garment "does not fit" (customer pays return shipping).

EBAY Money Back Guarantee (supersedes your "no returns" policy) and allows customer to claim "not as described, defective, counterfeit".    Customers are NOT required to proof their claims.

[postfiftymodern]

Unfortunately, accepting returns is a cost of doing business. Though Most buyers are honest, Some know how to "work" the ebay system to their advantage. For example, I had a buyer purchase and electronic item from me and requested a return on the last day they were able to (29th day after receiving) saying the item was defective and didn't work even though the item was brand new, unused in original packaging and tested before selling. Took them 30 days to realize it was defective? LOL

By saying it was defective they are except form having to pay return shipping. Of course I accepted the return even knowing the buyer was most likely being dishonest. I sent a return label immediately after they opened the return last week. They still have not returned the item as ebay gives them two weeks or more to actually get it in the mail back to me. Yes, it is frustrating but I just deal with it and move on.

[det1835]

I had to pay the return shipping because the customer said the item was defective.

So, as it stands right now (50/50):

1 honest

1 lied

I also understand the eBay money back guarantee supersedes my "no return" policy. I also understand:

1) It does not make eBay right

2) I have other options as far as places to sell (and have already switched a lot of things to a different site, so  that, I don't have all my eggs in 1 basket)

I can at least say this: I was honest and I can lay my head down at night without guilt.

[kensgiftshop]

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@det1835 wrote:

Do other sellers ask that eBay get involved on small sales ($20 - $40)?

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As a seller, you never want to get Ebay involved, unless you want to loose the item and payment.

Ebay would refund the buyer from your account, let them keep the item and give you a defect.

When the buyer says the item isn't as described, you don't have many choices.

[det1835]

I was not going to let the purchaser get off so easy as to keep the item Plus get a refund.

Thanks for your reply.

[det1835]

I did do my part in what I thought was a timely manner. I contacted the customer "before" anything else and stated how the item was as described, etc. I believe I did that within 2 days of the return request (enough time for me to gather my thoughts). Once I was "forced by eBay (given no other options in my opinion), I purchased the label through eBay and it was sent. I also followed up with the customer to make sure I/they knew I had sent the label. After being told they had shipped it, I reached out 2 or 3 days later, because, tracking had not started. I'm sorry, but, I feel if I'm going to go through this, then the customer is going to do their part also. And if I have questions (to provide the proper customer service) then I'm going to ask them.

So, now that I have vented, maybe it's time to move on.

Also, it may be time for me to rethink some of the category listings I use. I've sold a number of things for Parts & Repair. So it may be time for me to use those again.

Thanks Everyone!

[katzrul15]

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@det1835 wrote:

I did do my part in what I thought was a timely manner. I contacted the customer "before" anything else and stated how the item was as described, etc. I believe I did that within 2 days of the return request (enough time for me to gather my thoughts). Once I was "forced by eBay (given no other options in my opinion), I purchased the label through eBay and it was sent. I also followed up with the customer to make sure I/they knew I had sent the label. After being told they had shipped it, I reached out 2 or 3 days later, because, tracking had not started. I'm sorry, but, I feel if I'm going to go through this, then the customer is going to do their part also. And if I have questions (to provide the proper customer service) then I'm going to ask them.

So, now that I have vented, maybe it's time to move on.

Also, it may be time for me to rethink some of the category listings I use. I've sold a number of things for Parts & Repair. So it may be time for me to use those again.

Thanks Everyone!

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Buyer has a WIDE window to return the item.  Annoying the Buyer to "do their part" usually results in a RED donut that e-Bay will not remove.

You are vaguely calling the Buyer a liar with your email antics.  Not a smart move for a Seller.

Online Selling is not for everyone.  Your Buyer claimed Not as Described.  They win.  Every time.  If this is not a concept you can embrace, online selling is not for you.

[det1835]

You may very well be "right" about my email antics. And it might not be a smart move for a Seller. At some point, you do have to make a call. I chose to let the buyer know that my description was correct (and it was). I was not ugly to the buyer in any respect. I only stated the facts after they "vaguely as you stated" accused me of selling something that I described and pictured as wrong. 

How do you know that the buyer might not have changed his/her mind about the way they acted? You don't!

I do not feel guilty in any way about the way I handled this situation. I hope the buyer on the other hand does. I can rest at night. No Problem. And, eBay is definitely not paying my bills. I have not "followed up" with any comments on their feedback and at this point, do not intend on doing so. 

Also, I believe the "wide" window that eBay gives is "much, much, much" too wide of a window. But, like a lot of this is "my" or "your" opinion and neither has control "other than" selling/buying etc. somewhere else.

So, it's OK for the buyer to vaguely or otherwise call me a liar by requesting a return, but, it's not OK for me to at least show that I am not a liar to the buyer (not the whole world).

At some point you must take a stand for yourself. Maybe online selling is not for me, but, up until now, I have not had a problem with anything I have sold.

You cannot please everyone all the time.

I can embrace quite a few concepts.

It doesn't mean I have to agree with them, nor, does it mean I have to bend over to accept whatever comes. 

Fair is Far, regardless how you look at it, whether I'm treated fairly or not. At least I know the difference.

Done!

[onefootflipper · Accepted solution]

Clothes are return magnets. Best just to accept returns for clothes with buyer paying return shipping, that will keep the more honest flakes from gaming the system. 

I wouldn't worry about returns for units sold for parts. I have had zero problems with that stuff over the years.

[fern*wood]

I imagine most sellers have their own version of your experience at least once.  I've had several myself.  One thing I won't do is reach out to a buyer to inquire about when/if they are are going to use my label to return.   I've had several never bother, which is fine with me.  No return = no refund.

[lf32_54]

Acknowledge their request, show some sympathy, provide a brief explanation of why you cannot issue a refund (even if it is an old warranty, refund deadline is missing, returned product Condition etc.), and if possible offer alternative solutions.

[onefootflipper]

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@fern*wood wrote:

I imagine most sellers have their own version of your experience at least once.  I've had several myself.  One thing I won't do is reach out to a buyer to inquire about when/if they are are going to use my label to return.   I've had several never bother, which is fine with me.  No return = no refund.

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I have honestly never had a return request that was legitimate. In the few cases where something shows up damaged or broken I always either get a message about it and then I fix it, or the person drops feedback about it without ever contacting me and ignores my offers to fix their problem. Every actual return request I have had was remorse or inability to read submitted as SNAD. 

[downunder-61]

You cannot please everyone all the time.

I can embrace quite a few concepts.

It doesn't mean I have to agree with them, nor, does it mean I have to bend over to accept whatever comes. 

Fair is Far, regardless how you look at it, whether I'm treated fairly or not. At least I know the difference.

Done!

Problem is that it is not how you or we look at it - but how ebay looks at it. Defects on your account that you receive by leaving it to eBay to step in are hard  impossible to get rid of and can end up costing money.

Seller101: Keep the buyer happy - deal with the rest later using the appeals process if you feel you are being scammed.