Buyer says item doesn't work but won't open a return request.

[piatepete]

As the title says, a buyer claims that a item I sold doesn't work and wants me to send him a label for him to return it. I am OK with that although I test my items and have my doubts about it not working. Anyways. I replied to him within a day and told him that's fine and I will approve the request for a return. This was about 10 days ago and I heard nothing since then until today. Once again, he asks for a label to send it back and still has not opened a return request. I politely restated that if he opens a return request I will OK it and send a label...For some reason he is ignoring that and wants a label outside of ebay, which I don't do, because I feel that it's shady to expect me as seller to do that and also raises red flags too me. Is there something I am missing here with this? I think as long as he won't work with the system that I am fine, is that right? Expecting a return request seems to be completely rational unless I am missing something.

[714ricki]

Maybe the buyer is using a guest account & has no idea how to open up a return request. Next time they ask, politely instruct them to contact ebay customer support for help in opening the return request.

Good luck 🙏

[albertabrightalberta]

Explain that you're happy to accept the return but the only way you can provide a return shipping label is if he goes to the order and opens a return request. 

[toysaver]

Tell them a shipping label attached to your account has to come from the request.   Draw a map for both computer and phone, where do you find the link.  Some have no clue how to open a return request or what that even means.  

[piatepete]

That's good info and I appreciate the reply. I should have added more detail to my original post about the buyer's history [without giving away info of course, per the rules]. As far as the very important detail of whether he is a guest account buyer or not - the buyer has slightly more than 100 feed back, so it's not a guest account. I was thinking of this when I was reading his messages about sending a label, thinking that he should know how it works considering that, but there is always the chance that he genuinely did not.

[piatepete]

Thanks. I informed him how to do it just a few minutes ago, and included a link, just in case he genuinely is not aware. Hopefully he is sincere.

[mam98031]

If the buyer doesn't open the Request for Return, then just wait, you have done all you can to help them at this point.  It is likely they are fishing for a partial refund, but don't fall for that either.  

If for any reason they leave you negative or neutral feedback because you wouldn't just refund them, come on back as we can likely assist you in getting that removed.

I hope all goes well.

[robbie31415]

I give return labels via message all the time, but I don't issue refund until they open a return.

[dhbookds]

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@robbie31415 wrote:

I give return labels via message all the time, but I don't issue refund until they open a return.

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So do any buyers just send the item back without opening a return? 

[mam98031]

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@dhbookds wrote:

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@robbie31415 wrote:

I give return labels via message all the time, but I don't issue refund until they open a return.

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So do any buyers just send the item back without opening a return? 

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I have had a few buyers over the years that have not opened a return in Ebay but we have handled the exchange on our own.  There is no requirement that there has to be a open return to do this.  We are free to work it out directly with our buyers.

[robbie31415]

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@dhbookds wrote:

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@robbie31415 wrote:

I give return labels via message all the time, but I don't issue refund until they open a return.

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So do any buyers just send the item back without opening a return? 

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Yes, same concept of putting a return label inside the package when you ship it.

I really see no reason not to provide a return label when asked. I understand some sellers here use eBay for their return labels so that would be problematic for them, but I use Pirateship for my return labels and have no issue sending them via message.

[bennotbill]

I've had the occasional one who just sent the item back, and the more polite buyers who asked if it's OK first.

It all works for me. eBay doesn't have to get directly involved in returns. Secondly why would I want to potentially upset a buyer by saying no you will have to open a proper eBay return, and then explain to them how to do it. Especially if they are happy to pay for the return themselves.

[buyselljack2016]

Another remote possibility.

Some buyers request so many returns that they lose the eBay MBG.

[mam98031]

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@buyselljack2016 wrote:

Another remote possibility.

Some buyers request so many returns that they lose the eBay MBG.

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True, but in my experience non of the buyers that I've done this with appear to have that problem.  When a buyer asks me to return an item for refund through emails, I always take a close look at them before responding.  Typically if there is this kind of issue with a buyer, there is some evidence on their feedback Left for others.

FYI, a buyer that has lost their rights to the MBG can still open an INAD.  Sellers can not tell if a buyer has lost their rights to the MBG.  It only becomes evident if the seller doesn't respond or process it quick enough and the buyer would normally have the right to ask ebay to step in.  That option doesn't appear for them and an INAD will not get closed in the favor of the buyer.

This leaves sellers at a disadvantage for sure.  We simply have no way of knowing.

[dirk12955]

Yes  Yes  Yes

They may very well be blocked for having too many returns.