Dispute / Return process

[eslatertx]

I am an infrequent EBay seller. Earlier this month I sold my parents' old Samsung S5 phones. The buyer of the white one filled out negative feedback within a week of receipt, which I did not see.

A week later she filled out a dispute, saying the phone wasn't holding a charge (not true, but whatever). I replied that sales were "no returns" and images show phone holding a charge. I didn't realize she indicated "item not as described" and that I had to accept a return.

EBay kept saying "Respond to dispute by 4/23!" and I kept thinking "I did respond, told her no refunds" but what they really meant was "you HAVE to do a return/refund, you get it going or we will."

I get a huge discount on shipping and would like her to use my shipping method. But I don't see how to communicate with the buyer via the Dispute portal anymore. So I went to the item, clicked "contact buyer" and sent the shipping label.

I've got a bunch of questions:

- How can I ensure she uses my shipping label?

- The dispute portal says "We asked the buyer to return the item for a refund." If she doesn't use my label how's she going to ship it? Am I going to end up paying for the shipping?

- Dispute portal says "We'll refund the buyer when tracking shows the item is delivered". What can I do if she's damaged the item? There was a case with the phone, what can I do if she doesn't include the case?
- She wrote "you" (meaning me) instead of "I" (meaning her) in the negative feedback, so it reads like she's falsely accusing me of something. Can I ask Ebay to remove this feedback? How do I do that? Do I need to wait until this dispute/refund is done to request that?
- I want to put her on my blocked buyer list (she's the first!). Do I need to wait until the dispute/refund is done to do this?

- I don't Ebay reaching into my Paypal (much less credit card or bank account) to grab my money without asking me for it. Is there any way I can keep them from doing so?

Thanks for any help. I'm sure this info is in these forums somewhere but I couldn't seem to find it (I blame Ebay's search function).

[coastaltechsolution]

Not sure if you issued the label through the dispute claim? or just sent label through eBay communication? 

Lot's of questions but it boils down to if you followed the dispute through eBay then wait for item return, inspect then either issue a refund or try and dispute the return (that is another topic) 

When you state no returns that means really nothing, buyer claims INAD and you as the seller are still responsible. 

[bonjourami]

If you dispute the return, that means Ebay has to step in, and they will immediately refund the buyer and you wont get your phone back, Ebay sees that as a non responsive seller. When the case is closed you can file an appeal, which usually does no good whatsoever. Ebay wont remove that feedback, the buyer is entitled to express her opinion..and whatever pictures you have of the phone charging mean nothing.

[bonjourami]

You can block her anytime, but because she had a transaction with you, she can still contact you until the case is closed.

[papa486516]

---

@eslatertx wrote:

I went to the item, clicked "contact buyer" and sent the shipping label.

- How can I ensure she uses my shipping label?

- The dispute portal says "We asked the buyer to return the item for a refund." If she doesn't use my label how's she going to ship it? Am I going to end up paying for the shipping?

---

You can't. eBay issued a prepaid return label, billed to you if it is used. Perhaps.

Your buyer can use that label, your label sent through eBay Messages, or buy her own return label. Any of the 3 would get a full refund, even if she doesn't return your actual phone, or if you don't receive any package back at all.

---

@eslatertx wrote:

- Dispute portal says "We'll refund the buyer when tracking shows the item is delivered". What can I do if she's damaged the item? There was a case with the phone, what can I do if she doesn't include the case?

---

eBay will force a full refund a few moments after return tracking shows Delivered. You won't be able to examine the return (if it was mailed to you) before the forced refund. And eBay won't share the return tracking number with you, to prevent you from interfering with the delivery.

---

@eslatertx wrote:

- She wrote "you" (meaning me) instead of "I" (meaning her) in the negative feedback, so it reads like she's falsely accusing me of something. Can I ask Ebay to remove this feedback? How do I do that? Do I need to wait until this dispute/refund is done to request that?

---

Even if you had found a technicality to remove that feedback, it's not possible now because you locked it in place with your unprofessional, emotional, public response to it.

---

@eslatertx wrote:

- I don't Ebay reaching into my Paypal (much less credit card or bank account) to grab my money without asking me for it. Is there any way I can keep them from doing so?

---

Fortunately, since you don't have available payouts and a connected checking account for eBay to reach into, you can zero out your reimbursement funding source at eBay. But eBay likely put a negative balance on your PayPal account, which if it was anywhere positive before this, eBay will get it before you can get it. And zero out your bank account at PayPal, too. However, eBay will go to collections if you don't repay eBay.

[femmefan1946]

I replied that sales were "no returns"

You can have a No Returns policy, but you cannot have a No Refunds policy.

What you can do is tell the unhappy buyer to return the phone for a refund.

Since she opened her Dispute as a Not As Described, you will have to send her return shipping.

If you don't, she keeps the phone and gets the refund anyway.

I get a huge discount on shipping and would like her to use my shipping method.

Buy a Return Shipping Label from your shipping supplier and send it to her as a jpeg or pdf.

You can do this through eBay Messages.

What can I do if she's damaged the item?

This is why you are prompt, polite, and professional with requests for a return. Hammers exist.

There was a case with the phone, what can I do if she doesn't include the case?

Then you appeal the Dispute since the buyer is required to return the unwanted item as it was received. Anyway, why shouldn't she return the case? Are you perhaps overthinking this?

I want to put her on my blocked buyer list (she's the first!).

Go ahead. She will not be able to bid or buy from you in future.

But because there was a transaction, she will be able to communicate with you. Delete buttons exist.

Is there any way I can keep them from doing so?

No.

It's in your contract with them.

[eslatertx]

@papa486516 

>> your unprofessional, emotional, public response to it.<<

Wut?

[eslatertx]

@coastaltechsolution 

>>try and dispute the return (that is another topic) <<

Where can I find info on disputing the return?

Other responders seem to imply that it's not possible, that the buyer gets credited as soon as any return is delivered, with no action on my part.

[lamber9347 · Accepted solution]

---

@eslatertx wrote: @eslatertx 

I've got a bunch of questions:

- How can I ensure she uses my shipping label? You can't, you can ask her to use it but that is all

- The dispute portal says "We asked the buyer to return the item for a refund." If she doesn't use my label how's she going to ship it? Am I going to end up paying for the shipping? If buyer doesn't use the label you sent her outside of the return case then eBay will issue her a return label which will be charged in full to your account

- Dispute portal says "We'll refund the buyer when tracking shows the item is delivered". What can I do if she's damaged the item? Really nothing as it will be a he said/she said and eBay will side with the buyer

There was a case with the phone, what can I do if she doesn't include the case? You lose your phone case. If you were a top rated seller and offered free returns then you could keep up to 50%
- She wrote "you" (meaning me) instead of "I" (meaning her) in the negative feedback, so it reads like she's falsely accusing me of something. Can I ask Ebay to remove this feedback? How do I do that? Do I need to wait until this dispute/refund is done to request that? There is no policy violation in that short negative FB so it will not be removed. Feedback is a buyer's opinion only, unless they call you names, use vulgarities, or threats, none of which she did
- I want to put her on my blocked buyer list (she's the first!). If you continue to sell online she will have plenty of company. Do I need to wait until the dispute/refund is done to do this?  No but buyer can still stay on contact with you until this case is resolved- in her favor

- I don't Ebay reaching into my Paypal (much less credit card or bank account) to grab my money without asking me for it. Is there any way I can keep them from doing so? Nope

---