Ebay allows buyers to keep items & get refunded after claim is opened

[ryanrobyn]

Wondered if this is happening to other sellers. Claims made that the colors don't match colors in photo so Ebay is allowing buyers to keep  items and also get refunded. Problem is either with the colors set on the buyers monitors or just plain false claims that buyers have come to know works.

My question is does anyone know how Ebay decides if the item gets returned or just kept for free. Can't call about this to the return dept or I get a MAJOR defect too. The regular Ebay reps just read from their scripts that this is regular ebay policy.

[mtgraves7984]

The only sure-fire way to get your item back is to approve  a Return request if you receive one. Then, you make the refund after the item is returned to you . This happens to all sellers. Good luck.

[fab_finds4u]

Your policy is returns accepted. That means a buyer can return an item for any reason without          argument from you.     

Look at the eBay Guarantee in your listings. Click on "Learn more" and go to the link that says "When a buyer wants to return an item or the item doesn't match the listing."

Then you'll see why the buyer was refunded and the item isn't returned.

[reallynicestamps]

You can refuse Returns but you cannot refuse Refunds.

If you want the item back, you have to say so in the Dispute.

Even if your policy is No Returns, you can still demand the return before refunding.

But you will be refunding.
If you don't refund willingly, you will get a defect, and eBay will refund the customer and come after you for their money. They have access to your financials.

You may be paying for the return shipping.

It's business, not personal.

Accept the return, hope that eBay or the buyer will pay for the return shipping, refund promptly.

And on the subject of colour matching-- remember that gold and white/ blue and silver dress that was all over the internet last year?  That is exactly the problem your customers are having. 

It might be helpful to your customers if instead of saying "red" , you added an adjective "cherry red" "scarlet" "maroon" "chinese red" .

[caldreamer]

Lately I had 2 customers complain about color being slightly off (of course they are just being picky but you have "hold in your angry" and politely accept the return).   You will never win against the customer and EBAY believes customer is always right PERIOD.

If customer complains to EBAY that you are refusing accept return or not giving customer money back in a timely manner...than EBAY will step in and give customer money back (often telling customer to keep the item).   Also you will get a "defect" for not being good seller.

[ryanrobyn]

Didn't happen in this case. I got message from Ebay that a claim had been opened because color looked orangey instead if red on her monitor and Ebay decided she get refunded and can keep the scarf. Called Ebay rep again and after telling me this could not happen he looked and then claimed he had never seen anything like this before. Funny thing is my acct shows no claims made at all but the money has been subtracted from my acct.

[ryanrobyn]

no problem with returning money at all - problem is buyer also gets to keep item. First time in selling for 25 years

[ryanrobyn]

I  used to describe the colors but buyers think a spruce green is different as an example. Can't dispute after a refund is provided without getting major defect

[ryanrobyn]

problem this was all done by Ebay when no claim shows up on my acct and buyer just received item yesterday so time is not questionable

[britishbargainshop]

this happened to me when Ebay went to managed payments i think they cleated all their seller preferences. i never allow buyers to keep their items, went back checked and the box ebay highlighted was to allow buyers to keep the item. you have double check your return terms.

[coolections]

No, only YOU can allow the buyer to get a refund and their money. Why did you do that ?

[reallynicestamps]

Not exactly.

The seller does have to demand the return of the disputed item, before refunding.

She can't take it for granted that it will be returned if she doesn't explicitly state that she wants it back first.

This will in many cases mean paying for the return shipping, and some sellers will decide losing the shipping costs both ways makes it uneconomic to demand the return, but she has the right.

What puzzles me in these cases is that apparently the sellers were not notified of the Dispute and did not have time to present their side, even if that side is just "return for a full refund" enclosing a shipping label.

That is a very Bad Thing.

[mcgwirefan]

I've recently had a couple cases opened due to USPS's slow shipping...buyers wanting a refund because items seem to be stuck in transit. I didn't receive the notices until two days after the claims had been opened. I gave full refunds, then days later the items arrived. I used to let the customers keep packages. But since ebay doesn't have our backs, I'm making the buyers return the items.  As sellers ebay's screwing us royally. Ebay went from telling me several months ago, "As long as you get the package in the mail, you're covered & have done your part." to telling me " You have to issue a refund because they haven't received the package. If they don't return the item when they receive it, ebay will invoice the buyer." I honestly don't know if ebay will invoice a buyer or not. I've not read anything about that anywhere on here. So I'm not holding my breath.

[marie185antiques]

Correction:  E-bay SHOWS buyers how to keep their item and get refunded after a claim is opened.

It is referred to as 'the cost of doing business' for unsuspecting sellers.;

Good luck!

[bleu_cheese_chef]

Yeah here's what they'll do send you something besides what they bought. As long as tracking shows delivered, you out your money and your item. It's a buyers market.