Buyer claims return system doesn't work.

[bluejay71]

Have a situation where a buyer said their item is defective.  No problem, it happens these are used parts after all.  I regularly get a few returns a month and process them with no problem.  However, this buyer insists the return system doesn't work.  I have even explained how to navigate the website on how to return an item.  They're still being evasive and saying it doesn't work.  If the item has issues I want to get a return processed but I seriously doubt what this person is saying as I've had hundreds of returns in the past few years with no problems.  Honestly feels like a scam attempt.  What should I do?  Is there a way to get a return initiated on my end?   

[kensgiftshop]

No, the buyer has to do it on their end.

Did they say what wasn't working?

I know some buyers are having problems uploading a photo to the return.

[bennotbill]

Maybe they've "overused" returns and been kicked off eBay's money back guarantee.

[stainlessenginecovers]

Tell them 'there is nothing more I can do until you open an official return. I've told you how to do it- if it's not working for you, you will need to talk to ebay'

[ebooksdiva]

Either your buyer has abused returns and isnt allowed to use MBG or the buyer is fishing for a refund without actually returning anything. 
I wouldn’t entertain them with further communication. You’ve done all you can, ball is in the buyers court. 

[brightlightbookseller]

Tell them to contact eBay, then stop responding.  As others have said, they likely aren't allowed to open a return or are fishing for a refund without returning, and either way, it's not your responsibility.  Until and unless you get a formal return request via eBay's system, you don't have to do anything, and it's probably best for your sake to stop communicating with the buyer.

[pjcdn2005]

Do they have 0 feedback?  If they purchased as a guest they will have to start the claim from their purchase confirmation email.

[penguins_dont_fly]

Does the buyer have a funky user name and zero (or just 1 from you) feedback?  They may be a guest.

If the buyer purchased as a guest, the process is slightly different:

https://www.ebay.com/help/buying/returns-refunds/returning-item/returning-items-bought-guest?id=4065

[bluejay71]

Unexpectedly, no.  They have over 200 feedback.

[bluejay71]

They're saying the confirm button is greyed out.

[a_c_green]

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@bluejay71 wrote:

They're saying the confirm button is greyed out.

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Just as a guess: it looks like a photo is actually required here, and the button will not activate until at least one photo has been uploaded.

[frankenhobbit]

Only ever done one return in nearly 20 years on eBay (item was damaged in mail, seller had used a bubble mailer not a box). Pretty sure I had to upload a pic. 

[pjcdn2005]

As others have said, it looks like they need to upload a photo first. eBay has been requiring that for some returns.

[mam98031]

"Scam" is an over used word.  The buyer would somehow have to cost you money by keeping your item and getting a refund from you or something.  With the way they are going about it, they aren't protected by Ebay and they can't force you into anything.

If they want to return the item to you without opening an INAD, let them.  Give them the address to ship the item back to and then wait.  If it comes back, then refund them.  If it doesn't don't refund.  It does not have to be more complicated than that.

If they send you back something they did not purchase from you, there is nothing that can make you refund the buyer without a claim in place.

So keep it simple.  It doesn't have to get complicated.

[inhawaii]

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@a_c_green wrote:

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@bluejay71 wrote:

They're saying the confirm button is greyed out.

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Just as a guess: it looks like a photo is actually required here, and the button will not activate until at least one photo has been uploaded.

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You, my friend, are a genius!   😃