Help - Buyer got automatic refund even without shipping the item back

[sdgearexchange]

This occurs to me today and I'm very confused.

Basically, the buyer used the item improperly and damaged it then request return claiming "item damaged".

eBay of course, automatically approved the return. Then I was waiting the item to be shipped back (BTW, I did messaged the buyer kindly try to settle down on a 50% refund and he keeping the item solution, but no response.)

Then after a month, the buyer hasn't shipped back the item. Based on my knowledge, the return should be closed. But today, eBay send me a message says "We decided in favor of the buyer and deducted funds from you". Is eBay typical way of handling this kind of things?

What should I do if this happens to me again. Many thx.

[dqdistribution]

Did you provide a shipping label?

If you didn't then eBay will refund without return.

[sdgearexchange]

Thanks for replay, returning label is automatically generated based on listing weight and size. I believe there is a click button in the buyer's return panel for getting label and the tracking will be automatically updated to the system. 

[kenneth686321]

You need to provide the buyer a return label at your expense for "item damaged" or "item not as described" return requests no exceptions. When you receive the item back then you issue the refund. If you don;t do anything Ebay will let the buyer keep the item and issue them the refund from your funds. 

Your 30 day buyer pays return shipping only applies to remorse returns such  as "changed my mind" or "found cheaper price" etc... 

[dqdistribution]

If you have require RMA selected, you will not generate a label automatically, it will require you to manually do it.

But if you generated one automatically and they never sent it back it shouldn't have been in buyer's favor.

Are you sure it wasn't a chargeback?

[sdgearexchange]

Hi, thx for reply. I don't think so though. 

----ebay official page ----

"There are several ways you can send an item back to the seller. Who pays the cost of return shipping depends on the seller’s return policy and the reason for the return.

Who pays for return shipping?

The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesn't match the listing description.

You pay for return shipping if you're returning the item because you changed your mind, and the seller's return policy states that buyers are responsible for return shipping."

-----------

So as long as the buyer select item is damaged as return reason, the shipping label they generated is charged on the seller. But of course, seller could send buyer label but I don't believe it is a requirement. Also for my case, the buyer didn't respond to any of my message.. he didn't message me either. 

[sdgearexchange]

I don't have RMA selected. I had several return cases of claimed "defect" or "damaged" for which I didn't do anything, the buyers printed labels, sent back to me and shippings were charged to me. There is a built-in automatic process for return I believe.

Otherwise eBay should at least remind me to send a label to buyer right? But they don't. 

[dqdistribution]

Not sure what to tell you then.

I use automatic labels and if a buyer doesn't return (use the label) then the case always closes in seller favor.

Require RMA from my knowledge is the only option that would block automatic labels (Sellers use it simply to prevent eBay labels from being generated so they can buy on other platforms like pirateship)

The only thing I can think of that would result in a refund for the buyer without using a return label would be a chargeback.

ACTUALLY, the above is true, but there is another way that I know... The buyer can buy a very cheap label and use your return address to ship it to an address in the same zipcode. Since you generated a label their tracking wont show up. Then they can contact customer service and let them know you never refunded and they show the tracking they purchased. All the CS reps really verify is zip code and 'delivered' status.

I would try and contact eBay customer service on facebook as they are better than the regular call center ones ( www.facebook.com/eBayForBusiness )

[richard1rst]

---

@sdgearexchange wrote:

Hi, thx for reply. I don't think so though. 

Who pays for return shipping?

The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesn't match the listing description.

If the buyer opens a case stating that the item is not as described YOU are REQUIRED to send a label. Failure to do so results in eBay issuing the refund without you ever getting it back.

Yes, yes, yes - the buyer damaged it. eBay neither knows nor cares about that. They take at face value that it does match the description. Even if the buyer is lying.

Sorry but YOU brought this on yourself. You should have opened the return and clicked on "send a label". eBay DOES NOT do it automatically. They make it possible for YOU to do it automatically but it requires your action, which you obviously failed to take.

And, yes, if you fail to send a label; this us exactly what happens.

And to answer your final question:

Is eBay typical way of handling this kind of things?

YES if you fail to complete your side of the returns process this is exactly what happens.

If you had provided the label then you would not had to have sent the refund until you got it back. And if they never sent it back you would never have to make the refund.

[dqdistribution]

You aren't quite right, eBay does do automatic labels if you don't have RMA on. All my returns get a label instantly when the return is opened.

At first I didn't like the automatic labels (Because they are priority and more expensive, but I use them again because I'm lazy).

If they have automatic labels on then they don't have to do anything for their returns other than refund once the item has been returned.

You probably have require RMA on and never deal with automatic labels. I'd guess most experienced sellers all have require RMA on.

[fashunu4eeuh]

“Is eBay typical way of handling this kind of things?  What should I do if this happens to me again.“

The first thing you need to do is bone up on eBay policy, so you can head off problems before they cost you money and trouble with eBay. As a Top Rated Seller, more is expected of you.

When a buyer claims an item is damaged, and opens a case,  the seller must approve the return inside the opened case, and then provide the buyer with a return shipping label (if they want the item back).

This is part of eBay’s Money Back Guarantee policy, and once a buyer invokes it, sellers have very few options open to them. Any negotiations cease at that point. See link below to the MBG policy.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Btw, how did you determine what damage was done to your item, and by whom, as the item was not returned? Not that it matters much after the fact, sadly. Once the buyer claims the item is damaged (Not As Described), the process is nearly automatic, and weighed heavily in favor of the buyer.

There were a couple of other things i noted in your listings that were not following policy. See as follows.

A listing must always be accurate across all the fields/sections within the listing. In the ones i reviewed, there is a discrepancy in the Shipping and Returns information. In the Shipping section, your return policy is stated as 30 days, buyer pays return shipping. But in your Description field, you have stated 14 days.

Not every category is eligilble for 14 day returns, see link below for the list. If that choice is not available in your category, then it is unenforcible to state otherwise.  The 30 day return must be honored. (FYI: Musical Instruments & Gear are not eligible for 14 day returns.)

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests/setting-rules-re...

Since 2018 in the Spring Seller’s Update, eBay no longer allows restocking fees (or re-packaging fees).  An exception to this include TRS’s and those offering Free Returns, who can withhold up to 50% of the refund if the item is returned in an altered state.

[dhbookds]

I'd call ebay and ask why the refund was made, even though the buyer didn't return the item........

the only reason I can think of.......is that if this was an international sale...wherein ebay can't generate a label....  then you are required to send money for the label...

[sdgearexchange]

Thanks for the reply, but now eBay adopts a automatic return process. More details in https://www.autods.com/blog/dropshipping-tips-strategies/ebay-automatic-returns-solution/

"

Every time a buyer opens a return request, eBay will automatically approve it and provide the buyer with a return label on the seller’s expense, including the seller’s return address. The new addition is once the item returns, eBay will automatically send a refund to the buyer after two days if the seller didn’t initiate the refund. 

"

But thanks to your all advice, what I think may prevent this is 1) review the return case check if send the return shipping label option is open, 2) remind the buyer to return every 3-5 days, 3) before 30 days ship back window limit, if the buyer hasn't ship out the return item ask eBay for help.

I looked at my case again and I feel my case was processed by eBay algorithm not by human. When hitting the 30 days ship back window limit, a claim from buyer side was automatically generated even there is no return tracking provided and got approved automatically. After that, nothing can change that from seller's perspective. 

[coolections]

---

@sdgearexchange wrote:

What should I do if this happens to me again. 

---

Accept the offer through the dispute details. When you do nothing Ebay assumes you do not care if you get the item back.

[sdgearexchange]

Thx. Its not possible to dispute a return unless you receive the return back and file a dispute.