Buyer filed dispute over return not recieved. Ebay response isn't accurate.

[mickofalltrades]

Hello, A buyer purchased one of my products without checking the vehicle fitment and returned saying it doesn't fit.
He sent his return via USPS and it may have been lost in transit. It has been 1 week at the same location.

He filed a dispute when I told him I hadn't received it despite tracking showing the location.

Ebay responded saying the product was on the way to the customer. Which I think would be my burden.

Not that the return was on the way to me. Which should be their burden.

The dispute has been suspended. Will I get any input into this? Or will they just close it since it was last marked as my shipping?

[fashunu4eeuh]

Did your buyer open a regular return thru eBay? Or when you say “dispute” are you saying he open a Not As Described case? 

[robbie31415]

The question is who purchased the return shipping label and was responsible for return shipping ?

If it is seller provided label, seller is responsible.

If buyer provided label, they are responsible.

It doesn't matter the direction it's going, but who purchased the return shipping.

[wastingtime101]

The biggest question here @mickofalltrades is whether or not this was a "Guaranteed Fit" sale where eBay covers return shipping on 'does not fit' parts returns.

eBay put an extension on the case to allow more time for delivery because the item shows recent tracking scans.

If this was not a Guaranteed Fit transaction then it comes down to what Robbie said above. The party that paid for return shipping is responsible if the package is lost.

[mickofalltrades]

They purchased the shipping, there's no Guaranteed fit on my listing.

My concern is that the ebay representative marked it as me shipping to him not the other way around.

So if the next guy just reads that note and doesn't check then they may think it was my shipping.

[mickofalltrades]

They submitted the return first, when their return shipping hung up they filed the dispute.

[robbie31415]

I personally would contact eBay and ask for them to notated that the buyer provided return label, and lost packages should be buyers responsibility.

Even if you lose initially, you should win appeal.

[mickofalltrades]

They purchased it, but the ebay rep marked it as my shipping to them before suspending the dispute.

[robbie31415]

Try using facebook.com/ebayforbusiness

I don't like to advertise this anymore, but they are your best bet to get things notated properly.

I'd create a fb just to contact them if you don't have one, but that's me.

GL

[mickofalltrades]

Thank you I'll give that a go.

[oldwestcoins]

The good news is that is the seller provided the label via eBay, eBay will cover a loss in the mail stream.

[house*of*paws]

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@robbie31415 wrote:

The question is who purchased the return shipping label and was responsible for return shipping ?

If it is seller provided label, seller is responsible.

If buyer provided label, they are responsible.

It doesn't matter the direction it's going, but who purchased the return shipping.

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Hi @robbie31415 
Are you certain about this?  Have you seen written policy on it?

I'm asking because I've been under the impression that as long as a buyer returns the item to an address given to them by either the seller or eBay ... they are guaranteed a refund ... regardless of whether the item ever makes it to the seller.   

I hadn't heard that it made any difference who actually paid for the label.  Being given the address seemed to be enough.  [This would contrast to the situation where the buyer simply returned the item to the return address on the package ... without contacting the seller or filing a return request.]

[wastingtime101]

I am 100% sure @house*of*paws , but you can tag an eBay rep if you want official confirmation. Or you can do a search on this forum as it's been stated several times by eBay reps in the past.

Edit: Here's the defunct Knowledge Base Article

https://community.ebay.com/t5/Commonly-Asked-Questions/Who-is-responsible-for-a-package-lost-in-tran...

[wastingtime101]

https://www.ebay.com/help/buying/returns-refunds/returning-item/return-shipping?id=4066#section4

If you're responsible for the return shipping costs, you can choose how to send the item back to the seller.

• You can ship using an eBay label, in which case we will deduct the label cost from your refund
• You can purchase a label directly from a carrier of your choice and upload it to the return

If you choose to use your own carrier, we recommend using a tracked service. Tracking lets the seller know the item is on its way and allows eBay to see the progress of the return in case there's an issue we're asked to help with.

[buyselljack2016]

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@oldwestcoins wrote:

The good news is that is the seller provided the label via eBay, eBay will cover a loss in the mail stream.

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