10-04-2021 08:02 PM
A buyer requested a refund 14 days after receiving a pop figure. The pop figure I sent them was in perfect condition but they claim that it is defective in the return request with no other explanation. I sent them a message asking them to elaborate and to provide pictures, but I need to respond to the return request before October 7th. What should I do? (They have not responded to my message providing evidence of what is wrong with the item but I need to accept the return soon or eBay will get involved).
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10-04-2021 08:20 PM - edited 10-04-2021 08:21 PM
TBH, their providing photos won't do anything - eBay doesn't consider it as evidence and they don't arbitrate. You need to simply accept the return. Be certain to do it before October 7, and don't ask eBay to 'step in' - that basically means they refund the buyer and you lose the item.
ETA: And get a big nasty defect on your account. 😠
10-04-2021 08:20 PM - edited 10-04-2021 08:21 PM
TBH, their providing photos won't do anything - eBay doesn't consider it as evidence and they don't arbitrate. You need to simply accept the return. Be certain to do it before October 7, and don't ask eBay to 'step in' - that basically means they refund the buyer and you lose the item.
ETA: And get a big nasty defect on your account. 😠
10-04-2021 08:21 PM
Accept the return…do not let it time out.
10-04-2021 08:22 PM
The buyer is not required to provide further information. If you don't accept the return you risk allowing them to be refunded and keep the item.
10-04-2021 08:48 PM
Once the Not As Described case is opened, the seller must refund. If you wait, you will get a defect on your account. So do not delay in refunding. Buyers are not required to prove what they say is true, eBay gives them the benefit of the doubt. So the buyer does not have to supply evidence or pictures, etc. It would be nice, but they don't have to. Ebay places the buyer's interests first. Sellers must watch their own backs.
But there is still something you can do. Contact the buyer and tell them you are shocked that someone has rifled their mail, and you won't rest until you get it reported to the authorities and get to the bottom of the matter. Ask for them to save the packaging to present to the postal inspectors and how much you appreciate their cooperation. Reassure them that theft of mail is taken very seriously. It is a felony.
The reason for doing this is two-fold. First, if they are innocent, they should have no problem with it, and it is the correct action to take. Second, if they are guilty of pulling a scam, this will make them nervous. Scammers want to fly under the radar, so you want to be sure their names are attached to the report. Using the mail to commit fraud is also a felony. It won't get your money or item returned, but it could prevent this from happening to another seller if the buyer is running other such scams. You can make a rifled mail report online.
Good luck and sorry this happened to you.
10-04-2021 08:57 PM
Oh Dear! Please disregard my advice about the rifled mail. Got your post confused with another. How embarrassing.
10-04-2021 09:37 PM
You have options regarding the NAD case but to make things simple just accept the return, pay the return postage (if it is worth shipping back) and refund upon receipt of the returned item. Often buyers will try to phish to get a partial refund to lower their costs. There is a possibility that the buyer will never return the item. If that happens at some point after the case is closed don't forget to cancel the shipping label.