albertabrightalberta | Volunteer Community Mentor
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@mam98031 wrote:
@albertabrightalberta wrote:I'm sorry but you made a mistake.
There are a couple of options to choose from when accepting a return request. You can choose to refund or you can choose to send a return shipping label for the buyer to use for the return.
It sounds like you chose the option to issue a refund without requiring return of the item. And once you've issued a refund, there's no way to force the buyer to return it.
If the buyer is honorable, they should return it but you can't force them to do so, and neither can or will ebay do it.
In the future, be sure to verify that you're checking off the intended option before submitting.
I agree with what you said except for "If the buyer is honorable, they should return it but you ...". I see that a bit differently. When we refund a buyer right away, we are telling our buyer that they do not need to return the item. Because the buyer would not be required to pay for the return shipping and the seller didn't issue a return label. Why would the buyer be expected to return the item on their own dime?
I absolutely don't disagree. I should have been clearer that if the OP wants it back, he/she should approach the buyer explaining the error and offer to pay return shipping to get it back. NO WAY should or would I expect the buyer to be on the hook for return shipping.
@3wholedays wrote:As I indicated in my 2nd post, if ebay would have just said that from the start and not told me otherwise, I would not have an issue. It is disappointing that multiple ebay reps told me incorrect information instead of just letting me know that I made a mistake and there was nothing I could do except work with the buyer
Thanks for your help and follow up though.
I think there was a miscommunication between you and the CSRs you spoke to. You are correct and and it appears they were very consistent in what they said, which would be unusual on the face of it if they were giving you bad info. Since they were all consistent in what they said to you it leads me to believe they misunderstood what you were asking. I wasn't there, so I don't know for sure of course.
This problem you had is not something Ebay would refund the seller for. Even though it was an honest mistake on your part. They hold no responsibility in your decision to refund the buyer right away. In the policy pages guiding returns and refunds would have been a great place to start whenever you are unsure of any procedure.
You also have a misunderstanding about having a No Return policy and I posted some information for you about that as well.
You simply made a couple of mistakes here because you had not dealt with these situations before. We all made mistakes when we were learning the ropes, it simply is not uncommon. But now you know more for the future and hopefully the same issues don't repeat. I hope everything works out for you.
The buyer had the right to expect a return label if they opened a SNAD against you. This is where your misunderstanding about the return policy comes in. When a SNAD is involved sellers no matter what their stated return policy is has to process the claim. Even a no return policy seller has to do this. Because what your policy says is you do not take returns, it does not say you don't offer refunds. The two are not the same.
Your issues with Ebay customer service came AFTER you had made the mistake of accepting the claim and selecting the option to immediately refund the buyer.
There is no ability to Appeal a claim that Ebay did not force the close on. You chose to refund the buyer which closed the claim, therefore it isn't even possible to appeal it because you made the decision to refund the buyer, Ebay did not.
And you are correct, that is what Ebay should have told you. I'm sorry they didn't. While I know Ebay call center too often gives out incorrect advice, it is also the responsibility of sellers to know the policies too. You have always had the ability to read the applicable policies at any time. They would have shown you how to handle the processing of the claim.
Just FYI, the case was closed because the seller voluntarily refunded the buyer. Ebay did not force the close of the claim. The seller can't appeal this because they chose to refund the claim.
@femmefan1946 wrote:Yes, I understand that. Always worth the reminder.
But it is important for sellers to understand that No Returns does not mean No Refunds.
And that even with a No Returns policy the seller has the right to demand the return before the refund.
The seller should always be aware that they may be responsible for providing the return shipping label.
You are absolutely correct. This has been gone over a couple times with the OP, always great advice.
Just one more thing I'd add. Claims can NOT be appealed if the claim is closed because the seller voluntarily refunds the buyer. Only claims that Ebay steps in on and decides the outcome can be appealed.
