How do I decline a return request?

[stuff_from_dylan]

Hi,

An eBay buyer bought amazing arms from me. The size of all of them is small, which it said that in the listing. They now want a return with the reason "item wrong size". I asked them what size they were. She told me that they were small but she needs large. There is no option to decline the return request. Does anyone know how?

Thanks.

[mam98031]

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@stuff_from_dylan wrote:

I just called eBay and the representative told me I have to call back next Wedsnday and give the new person a reference ID. She also told me that she made notes for my case as she sees that buyer filed the case under the wrong category instead of buyer remorse. Is this good news?

She told me to call back on the 9th, by the way.

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YIKES!!!  Terrible advice.  By then the buyer would escalate the case and most likely have it shipped back to you on your dime.  That CSR gave you BAD information that will only cause you to get a defect on your account.  Ebay is NOT changing SNAD claims to Buyer Remorse claims no matter what kind of evidence you have.

You can do what the CSR told you, but it will hurt your selling account stats.

[mam98031]

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@stuff_from_dylan wrote:

They told me if I call back Tuesday, that I'll win the case as they have confirmed this is buyer's remorse.

Should I call again Monday?

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Someone is NOT being truthful with you.

[mam98031]

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@pjcdn2005 wrote:

If this situation happened a year ago, you would probably win.  But I’m the last few months ebay has stopped looking at any evidence in not as described cases.  However, if you accept the return and refund once you get the item back, you can appeal and eBay may refund the cost of return shipping.   If you follow the customer service reps advice and the buyer asks eBay to step in, you will likely be forced to refund and will then receive an unresolved claim defect,  

Of course it is up to you how you decide to handle this but if I were you, I would accept the return or refund without a return asap.

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You are exactly right.  And it is because of the Service Metric policy.  We have had some in depth discussions on the weekly chat regarding this about 3 or 4 weeks ago.  It was actually on two Weekly Chats in a row.  Very interesting stuff.

[vsoivj_0]

You can refund your buyer which will close out the return.

[castlemagicmemories]

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@threshold.sales.group wrote:

OP, unfortunately you have no chance whatsoever of winning the case once the three days passes. After three days the buyer will request or eBay on their own will "Step In" and you'll lose - guaranteed. eBay will issue the buyer a return label that you will pay for and because eBay had to get involved you'll lose your final value fees and get a case closed without resolution strike. Accept the return and when the package arrives issue the refund, then call eBay and they may credit you back the return shipping. That's the best you can hope for.  

@stuff_from_dylan

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OP, this is true.  Great post, @threshold.sales.group

[castlemagicmemories]

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@drbeat2007 wrote:

I have to be honest , Ebay sucks if your a seller ,What ever happened to caviuot-em-tor ? buyers just buy and return like its walmart ,So Stupid my li bro just got burned again on the ebay return policy as a seller ,the are no repercussions for the buyer , since they started the no question asked return policy, horrible idea since most products on ebay are used ,so i might buy something on ebay ,no more selling .Seems ebay only wants big clearing houses to sell here ,im not blind or dumb so put a stop to the buyers no question asked policy asap !!!

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Caveat Emptor should always be observed by doing your buyer's due diligence.

There are questions, though, that a buyer will never think to ask and all information that a buyer needs to make an informed buying decision (which can protect the seller from these situations) should be in the listing.

[fashunu4eeuh]

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@stuff_from_dylan wrote:

They said they are unable to take action as they must wait 3 days for the buyer to give their case although I'd win...

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Just shocked beyond words at the damaging advice you have received from eBay Customer Service!

PLEASE do as you have been advised here in the forum and reject the very bad information that was sadly given to you by CS.

This transaction was less than $10. Don’t let such few dollars stop you from acting. No need to call eBay again. Simply agree to the return, refund once the items have been received, then relist (and mark them up a bit) and resell.

Loss/shrinkage is part of selling both online and in-store. Sellers need to know that it will happen and plan for it. I set a few cents aside from every sale to cover the rare loss when it occurs (cookie jar insurance).

[hillbillymedia]

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@stuff_from_dylan wrote:

I just called eBay and the representative told me I have to call back next Wedsnday and give the new person a reference ID. She also told me that she made notes for my case as she sees that buyer filed the case under the wrong category instead of buyer remorse. Is this good news?

She told me to call back on the 9th, by the way.

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I doubt it is good news. Ebay CS has been famous for telling you what you want to hear and ebay, in most cases, leans in favor of the buyer. In the return request.....what date does ebay give you to respond?

What I`m afraid of is ebay will escalate and close this case because you called and your buyer will get to keep the item, get a refund and you will get a defect on your account.

Honestly what I would do at this point is to A) quickly provide the buyer a return label or B) just refund your buyer and let them keep the item and money.

You can`t trust ebay`s frontline general customer service reps.

[stuff_from_dylan]

Thanks. I’m going to call Saturday morning once more and see if this gets resolved. If it doesn’t, I may be forced to do this. Otherwise, I’m going to do this and block the buyer for sure. Terrible buyer.

[stuff_from_dylan]

Wait, the buyer just said “OK. I’ll change the reason.” Are they able to do this? Thank goodness.

[stuff_from_dylan]

Wait, the buyer just said OK. I’ll change the reason. Are they able to do this? Thank goodness.

[lacemaker3]

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@stuff_from_dylan wrote:

Wait, the buyer just said “OK. I’ll change the reason.” Are they able to do this? Thank goodness.

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No, there isn't any way for the buyer to change the reason themselves.

Possibly, if the buyer calls customer service, they may be able to change the reason for the buyer. But I have never heard of that happening, so I don't know if it is possible, and I don't know if they would do it even if it is possible. Or if it would make any difference if they did change the reason.

eBay employees have explained that they always decide cases based on the reason that the buyer chose when they opened the case, even if there are messages that indicate that the buyer really opened the case for a different reason (i.e. buyer remorse). As others have explained, they used to take such messages into account, but starting sometime last year, they stopped doing that because they said that the results were more accurate if they were based on the original reason.

That's why everyone has been telling you to accept the return case. If you don't accept it voluntarily, and eBay gets involved, then all our recent experience says that eBay will decide for the buyer, and force you to refund the buyer in full. You may not get the item returned to you. You will get a defect on your seller account, which will affect your seller performance rating, and you won't get the final value fees credited to your account.

There have been lots of cases where sellers believed after talking to customer service that they would win the case, but then they come here and complain afterwards because they lost.

[goodluckselling]

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@stuff_from_dylan wrote:

Wait, the buyer just said OK. I’ll change the reason. Are they able to do this? Thank goodness.

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You are playing a very dangerous game.  Just accept the return and pay for the label.  The return is going to happen regardless of the reason.  All you are doing is trying to reason why you the seller should not have to pay the return shipping.

As other have said to you bad things happen in these return requests when seller ho hum about accepting the return.  It is not worth the very bad mark on your selling account.

Good Luck Selling!

[hillbillymedia]

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@stuff_from_dylan wrote:

Wait, the buyer just said OK. I’ll change the reason. Are they able to do this? Thank goodness.

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What lacemaker3 and what goodluckselling state above is true. I`m not sure why you continue to ask for advice and not take it but it`s your money and your account so no hard feelings on my part. Had you followed what I told you to start, you more than likely would have gotten your return shipping fees returned to you, your item back and your account unscathed, along with a customer made whole. Now I`m unsure how you will fair.

Who knows....maybe ebay will give your customer a one time courtesy refund and call it a day without giving you a defect. That is the problem with ebay CS.....it is unpredictable.

My original advice to you was based on what sellers here have been instructed to do, in cases like yours, according to ebay employees on this forum, which is why I felt safe in relaying that info. to you.

[stuff_from_dylan]

The buyer told me they’d accept a partial refund. I think this has been solved.