Help w/ a return + refund

[j.strn]

So a few weeks ago I sold an item on eBay, and the selling process was smooth up until the delivery, when the buyer requested a refund and promised to return the item. However, after 10 days the buyer hasn't made a single attempt to return the item with the shipping label provided to them. I had met my promise to them for a 100% refund, however I am now unsure that I'll get the item back, especially since I'd like to relist it on eBay. Any help or comments will be appreciated.

[mtgraves7984]

@j.strn 

Hopefully, the buyer opened an eBay Return... correct? If so, be patient. Buyers have like Forever + 1 Day to return ship.

Afterthought... you don't have to refund until the item is returned to you. You didn't already refund, did you?

[lakefor94]

If the buyer opened a return case and you accepted the return and provided a return label, as a seller, you do the refund after the item is returned, not before.

Once you refund, the case is considered closed. You are at the mercy of the buyer to return the item.

[vintage-camerastuff]

You NEVER EVER REFUND until you receive the item back.  

[kensgiftshop]

@j.strn 

If you already issued the refund, the buyer won't have access to the shipping label and won't have to return the item.

[pickapaper]

The procedure for returns is for the buyer to open a "Not as Described" claim (if that's what it was), you accept it and provide the buyer with a return label; they return the item and when you receive it back, you issue a refund.

You did not follow this procedure and "trusted the buyer" when he "promised" to return the item.  When a seller gives a buyer a refund before the item is returned, that is basically giving the buyer a gift because he then has the money and there is no incentive for him to return the item.   Unfortunately, there is nothing you can do now and you are out the money and the item.  eBay cannot and will not help you.

Jumping into selling on eBay without being familiar with eBay's policies and rules, especially the Money Back Guarantee, has turned out to be an expensive lesson for you.  I'm really sorry this happened to you.

[1786davycrockett]

@j.strn 

If you refunded the buyer BEFORE the buyer returned the item to you, you very likely will never see the item again, since there is no reason for the buyer to return the item -- except for honesty.

A buyer must request an official "Return this item" request through eBay.  Once you (the seller) have accepted the return, eBay provides a return label to be downloaded by the buyer; and, once the seller (you again) have accepted and examined the item, only THEN does the seller refund the buyer.

So -- did you refund the buyer BEFORE the item was returned?

[j.strn]

umm... yes, I unfortunately did

[jonathanbrightlight]

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@j.strn wrote:

umm... yes, I unfortunately did

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You can contact the buyer and offer to send them a return shipping label via messages, and if they’re an honest buyer they may agree. They can’t access the one sent through the return case once you’ve refunded.

[aproudparent2010]

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@j.strn wrote:

umm... yes, I unfortunately did

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Oh, well now buyer doesn't have to return it. They should though......you are at mercy of buyer now.

[mtgraves7984]

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@j.strn wrote:

umm... yes, I unfortunately did

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@j.strn 

Well, pooh. Moving forward, always 'Approve' such requests, but never tick the 'Refund' prompt. Lesson learned, no? 😐

[mam98031 · Accepted solution]

@j.strn 

I sincerely  hope this wasn't an expensive item.  You will need to take this as a learning experience.  We NEVER refund a buyer before you get the item back.  That will pretty much guarantee you will never get the item back because the buyer has no incentive to return it to you and they know that Ebay nor you can force them.

I do encourage you to report this buyer for their abuse of the system.  Below is a link to how you can easily do that.  PLEASE make sure you refer to the messages between you that they tell you to refund first and they will still return it.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

Try not to be too hard on yourself.  We all make mistakes.  Learn from it and grow.

[soh.maryl]

Looks like that refund ship has already, unfortunately, sailed.  

[powell-collectibles]

There is no clear “abuse of the system.”  Buyer might have assumed that seller didn’t want the item back.  We all know that sellers often refund with no expectation of a return.  Not sure why the buyer would be reported for a seller error.

[mam98031]

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@powell-collectibles wrote:

There is no clear “abuse of the system.”  Buyer might have assumed that seller didn’t want the item back.  We all know that sellers often refund with no expectation of a return.  Not sure why the buyer would be reported for a seller error.

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I respect that for you, you don't see one.  For me I do and the buyer can and should be reported for it IMHO.

Maybe the buyer did assume that, not sure why, since per the OP the buyer said they would return the item if  they refunded them.  Seller refunded and buyer did not return the item.