Help with getting a return from a buyer? Where is eBay support?

[cherryhillone]

I sold an item to a buyer; the item was damaged in shipment and buyer sent photos of damage. Buyer claimed he did not want the item any longer, and he was refunded in full.  Carrier accepted responsibility, though it took 2+ weeks to sort it out. Buyer is now not responding to multiple attempts to contact. I offered three options, a heavily discounted price to buy the damaged item; re-pack it and I'll send a label; or take it to the Fedex store and I'll handle it. No replies, and there doesn't seem to be any way to contact eBay.  HELP!! They don't have a phone any longer, there is no chat (they say there is but I can't find it) and the robotic help is useless.

[jonathankirkland]

First of all; has a case been opened by the buyer?

[jonathankirkland]

And you said he was refunded in full already. So I don't understand what you are talking about offering 3 options after that?

[katzrul15]

If your Buyer has been refunded in full, they are not going to return the damaged item to you.

Why do you want the damaged item back?  Speaking with e-Bay CS will not change your scenario, unfortunately.

[jonathankirkland]

If you already fully refunded before receiving the item back/having a case open there's nothing you can do... it's over.

[ittybitnot]

 Buyer claimed he did not want the item any longer, and he was refunded in full.

@cherryhillone 

There is some missing information here.  Who did the refunding?  Did the buyer make a claim with eBay?  Was it a GSP sale?  A "Payment Dispute"? 

It seems that if the buyer has already been refunded, they probably have no obligation to return anything to you.  

[jonathankirkland]

If we are assuming things wrong here please correct us.

If not, for the future please keep in mind how a return should work.

Buyer needs to first open a case with ebay. You need to then provide them a label. This is done through the case. I believe if you offer 'free returns' it is done automatically.

Then the buyer mails the item back to you, they have 10 days to do so. Then once you receive it, you refund the buyer.

Also keep in mind a buyer is under NO OBLIGATION to get involved with any kind of insurance matter with USPS, FedEx, etc. You can ask them to kindly return the damaged item/packaging and all so you can then present it for an insurance case but I think that's about all you can really do.

Additionally, per ebay rules, nobody is under any obligation to return any type of contact (ebay messages etc) to any other person on ebay for any reason. So just keep that in mind also.

Better luck next time, sorry.

[postingid7659]

If you want a return make them do it before refunding them

[terrycece62]

You have refunded  it is over 

nothing can be done now

move on

[frodobagginskennedy]

If the shipping carrier paid you then YOU do not deserve to have the item back as it no longer belongs to you.  Technically it belongs to the carrier.  What makes you think you should have the money and the item?

[1tuna]

it woud appear to me that the buyer did there thing and you did your thing

the missing link is return for a refund....you should have insisted on this

the carrier has not really done anything for you except  lull you into a false sense of security while not doing anything

you chose to let the item slip away while thinking fedex had your back

I am sorry it worked out like this but you needed to say YES to a return

[toysaver]

 "Carrier accepted responsibility"

What the heck does that mean?   That sounds like you received an insurance settlement and are trying to double dip.  The item was damaged,  buyer was refunded.  Why do you want the item back?   What do you expect Customer Service to do?  They won't cover your loss and they can't re-charge the buyer.  Most of your sales are for $20 or less.  Move on, the buyer did.  Take it as a learning experience and re-evaulate packing fragile items.   Would you have been comfortable if you dropped the package down cement stairs at the Post Office?  If not it's your fault.

[muttlymob]

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@toysaver wrote:

 "Carrier accepted responsibility"

What the heck does that mean?   That sounds like you received an insurance settlement and are trying to double dip. 

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This. 

If the carrier has refunded you through insurance, the item no longer belongs to you.  You have no basis to ask or demand the buyer return it.

If the carrier did not refund you, then the others are right that once you refund a buyer they are no longer obligated to return.  You need to get the return before refunding.

[donsdetour]

"and he was refunded in full."

Game OVER:

the buyer no longer has to do anything.

[lilbama911]

Based on the following statement by the seller, Buyer claimed he did not want the item any longer, and he was refunded in full.