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]

---

@stuff_from_dylan wrote:

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

---

That is EXACTLY what they were always after.  If the item doesn't actually fit, a partial refund is not going to suddenly make the item fit properly.

[castlemagicmemories]

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.

Yes, we do see that all the time.  Not only do they lose the case, they get a case without seller resolution defect, which is very serious.  

[castlemagicmemories]

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.

Yes, we do see that all the time.  Not only do they lose the case, they get a case without seller resolution defect, which is very serious.  

[castlemagicmemories]

I'm glad you reached resolution. Less stress on you.

[clehay]

Anyone who puts a policy of no returns in their listings is severely misguided.  No such thing on Ebay.  A dishonest buyer can not only return any item they wish but force you to pay the return shipping simply by choosing the correct reason code.  There is NOTHING you can do to combat this.  Case closed.  Let's say you do win the Ebay battle and decline the return...Paypal is lurking in the shawdows with their ironclad 180 day return policy.  Simply put, no matter what, you will end up accepting the return.  Also, no matter what condition it is returned in as long as tracking shows it was delivered you will be forced to issue a refund.  Accept the return.  Best case scenario they have to pay for the return shipping.  If they do not provide tracking within 5 business days Ebay will close it out in your favor if you call on the 6th day.  If you don't accept it you will be forced to down the line anyways with perhaps more expense to you then it began with.

[stuff_from_dylan]

I offered the partial refund to them -- they didn't ask for one. I really truly believed that they misread or didn't see the size on the listing. It's such a shame that this happened. Hopefully, they leave me good feedback as I accommodated her.

[mam98031]

---

@stuff_from_dylan wrote:

I offered the partial refund to them -- they didn't ask for one. I really truly believed that they misread or didn't see the size on the listing. It's such a shame that this happened. Hopefully, they leave me good feedback as I accommodated her.

---

Because a buyer isn't the first one to say something about a partial refund does not mean they aren't taking advantage of you.

Besides, it doesn't change what I said, a bit of money back is NOT going to change the size of the item.  If they thought it wasn't going to be the right size they need before the partial refund, why would is suddenly work for them after the partial refund?

Caution:  Issuing a partial refund is NOT going to close that open claim.  You need the buyer to actually go in and close the claim.  If they don't, you could still have issues with Ebay and the buyer could still escalate it to Ebay and get the rest of their money back too.  So make sure you have yourself covered.  Have your buyer close the claim.

[castlemagicmemories]

If they do not provide tracking within 5 business days Ebay will close it out in your favor if you call on the 6th day.

Technically, yes, but I have read of buyers getting extensions on the time they are given to get the item in the mail, much like sellers can ask for an extension so that delivery may occur.

[stuff_from_dylan · Accepted solution]

Solved even further! eBay closed the return request! I guess this is good news.

[penguins_dont_fly]

---

@stuff_from_dylan wrote:

Solved even further! eBay closed the return request! I guess this is good news.

---

Keep an eye on your dashboard for a "Case Closed without Seller Resolution" strike ...

https://sellerstandards.ebay.com/dashboard

[stuff_from_dylan]

In an e-mail it said "This case will not affect your seller performance"

[mam98031]

---

@stuff_from_dylan wrote:

In an e-mail it said "This case will not affect your seller performance"

---

They haven't redesigned that message as that statement isn't true even if it was found in your favor.  While when it is found in your favor, no defect happens.  But the mere fact the case was opened, no matter the outcome, it does count in the Service Metrics.

[stuff_from_dylan]

What do you mean? Where do I find if my account standings were affected?

[mam98031]

You are most likely just fine as it does take a minimum of 10 Snads in any one category to kick in.  But the message from Ebay needs to be updated to reflect that it does still matter in the Service Metrics.

You find your standings regarding the Service Metrics from the Seller Hub.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy...

[sharingtheland]

---

@stuff_from_dylan wrote:

What do you mean? Where do I find if my account standings were affected?

---

Click on your feedback; then on the right side of the next page you will see "View your Seller Dashboard".   Click on that.

[mam98031]

---

@sharingtheland wrote:

---

@stuff_from_dylan wrote:

What do you mean? Where do I find if my account standings were affected?

---

Click on your feedback; then on the right side of the next page you will see "View your Seller Dashboard".   Click on that.

---

That is the Seller Dashboard.  From the information there, that is one of two ways in which Ebay evals it's seller.

The second way is the Service Metrics in regards to SNADs.  This is a completely separate way in which sellers are eval'd and if you get into trouble on this metrics you can end up Below Standard too.  You could actually look perfect on your Dashboard and be a TRS seller and yet fall below standard because of the Service Metrics.