Buyer didn't upload tracking on return. Closed in my favor. Can she hit me with anything else?

[shelllynn]

I had a buyer open a return request because an item didn't fit her.  She refused to use Ebay's return shipping label. She was corresponding with me regularly with requests for me to provide my address again, etc., but it was slightly odd in tone.  As if she was trying to drag out the return process as long as possible or something. She is not new to eBay by any means. She did state she was aware of the date she was supposed to return it.

You all know you start to get an instinct sometimes that something is off, you're just not sure what. I heed it on the rare times I get that. It was an item that was cheapest to ship priority from her location to mine.  We were far enough past her expected ship date that I should have received it.  I was on the phone with CS for another item and asked Ebay to close the return.  I learned the hard way last Christmas to not let returns linger or to notify buyers ahead of time that I was going to close the return. 

The customer is livid that I closed the return case in my favor and 'against her'. I understand where she is coming from, but it was her responsibility to provide tracking.  I know she can't leave feedback, but can she hit me with anything else, either in eBay or Paypal? Can anyone provide me with the link that provides more information than ebay 'directs buyers to provide tracking' when using their own shipping? Thanks, in advance.

[usmc*usnmom]

Well, she can try in Paypal, but she'd be responsible for shipping back, so.....

[shelllynn]

I apologize.  I left out important information.  She now claims that she did send it back.  Has not provided tracking or carrier to me, but I didn't inquire either. Figure I'll wait and see.  I told her that if it arrived, I would refund her minus any fees that I can't reclaim.  Or, at least that's my understanding of fees and closed cases, even with a refund after closure.  Wondering if she can find some trumped up way to make a case or chargeback against  me for that small amount that's not refunded.

[timzbiz · Accepted solution]

If she does not provide tracking that shows package delivered to your address she will lose every case she opens.

[shelllynn]

That's true.  Thank you.  I was assuming she had the tracking info available somewhere, just had failed to upload or even let me know she had shipped.  If buyers message me that they've shipped, I always advise them that they need to go into the return and upload the tracking.  

I've obviously blocked her.  Most of my buyers are wonderful, there are just those rare experiences with cheating buyers that has made me wary of what a buyer will do if they get mad enough. Some seem to be very savvy as to how to escalate situations to benefit themselves and hurt the seller.

[newcoloringbooks]

Her only recourse no would be to go to paypal and open and item not as described but they will make her cover return shipping for it.

[shelllynn]

Thanks.  I appreciate all the advice from those of you with more experience and expertise.  I'm trying to figure out if it's worth it to fight her over keeping a small amount out of the refund.  I do think she will probably try something if she stays at this level of anger against me.

[shelllynn]

Does anyone have a link to anything that says a buyer MUST upload tracking for a return?  All I can find is that eBay 'directs a buyer to provide tracking'.  Was hoping it might be spelled out more explicitly somewhere. Thanks!

[newcoloringbooks]

I wouldnt communicate with her any further. If she negs you it can be removed since you won the return case.

[newcoloringbooks]

http://pages.ebay.com/help/sell/return-process.html

If you scroll down to the alternative return shipping arrangement it says we instruct buyers to include tracking information

[shelllynn]

Thanks.  That's the point I'm at, actually.  Just trying to get all my facts straight to note in the return if the item arrives or for Paypal if she decides to fight there next.  Have been really lucky, I think, to have this be my first livid buyer!

[shelllynn]

Thanks.  That's what I found, too.  I was just hoping to find something that was more explicit and strongly worded, so that I could notate it in the refund or a case.  I'm surprised it doesn't say that buyers MUST upload tracking information or they may lose return case, if they choose to use their own shipping.  

Probably expending too much energy on this.  It just seems like these days there are people finding new ways to open fraudulent cases, esp. this time of year!

[chrysylys]

PP has changed a lot since I last used it, but as I understand it, if she enters a tracking number when filing a PP claim that they can view on-line, it will be used in their determination.

[chrysylys]

And remember, PP and eBay are completely separate now.  I don't know if they review any claims filed here or not while determining any disputes filed there.

[vintagecraze50]

We have had some of these types of returns. Buyers need to understand that THEY are at risk, not the seller, NO TRACKING NUMBER NO RECORD OF RETURN, NO REFUND as far as Pay Pal is concerned.