eBay

bargainmaster · ‎03-13-2018

How many times can a buyer open a case.? I sold an item, it arrived on Feb 22. Buyer opened a case item not rec'd on March 5. I provided tracking which showed the item delivered. The case was closed. I won ( I think). An hour after the case was closed the buyer open a new case that the item was different from what they ordered and they would like to return it.

First they claim they didn't get it now they want to return it. Can they really do this? Is there a solution?

timemachine777 · ‎03-13-2018

@bargainmasterwrote:
How many times can a buyer open a case.? I sold an item, it arrived on Feb 22. Buyer opened a case item not rec'd on March 5. I provided tracking which showed the item delivered. The case was closed. I won ( I think). An hour after the case was closed the buyer open a new case that the item was different from what they ordered and they would like to return it.

First they claim they didn't get it now they want to return it. Can they really do this? Is there a solution?

Both are separate issues. So they are valid.

castlemagicmemories · ‎03-13-2018

Yes, they can. Delivery of the item does not preclude it being not as described.

Also, buyers sometimes open the wrong case. They may confuse item not received with item not as described. For example, they may have received delivery but everything that was in the listing is not there, or part of the item is missing. So they say item not received when they really mean, item not as described. They only find this out when they lose the first case when the seller enters tracking showing delivery.

Solution is, if you are not already doing this, is to be very clear, careful and accurate in your descriptions and pictures.

Perhaps your buyer has you confused with another seller. You might want to ask them to please explain why they think the item is different from what they ordered.

Dear Buyer:

So sorry to learn that you are not happy. Please tell me why you feel this item is different from what you ordered. Thank you for your help with this matter.

Sincerely,

Your Seller

If they answer, you can go from there. They may refer to an item that you never sold them. Of course this is your call, and you may decide not to do anything so as to not irritate your buyer.

goodluckselling · ‎03-13-2018

@bargainmasterwrote:
How many times can a buyer open a case.? I sold an item, it arrived on Feb 22. Buyer opened a case item not rec'd on March 5. I provided tracking which showed the item delivered. The case was closed. I won ( I think). An hour after the case was closed the buyer open a new case that the item was different from what they ordered and they would like to return it.

First they claim they didn't get it now they want to return it. Can they really do this? Is there a solution?

Buyers can only open one request for the purpose of getting a refund per eBay policy.

The first one INR was just a request for delivery not for a refund.
The second request is for a return which would result in a refund

When a buyer or seller escalates a request it will then become a case. Request are not cases. Requests allow the two parties to work out a solution. When a request becomes a case is when eBay gets involves and makes a decision for both parties to close out the case.

Good Luck Selling!

lewisburggold · ‎03-13-2018

Yep they sure can. They do to us . Best regards

couldabeenworse · ‎03-13-2018

That's it for eBay cases, but if they lose both on ebay, they can move on to PayPal and their credit card.

retrose1 · ‎03-13-2018

How many Times can a buyer open a case?

As many times as it takes until they get that freebie.

They get two shots on ebay - 2 on paypal and then there is always a credit card chargeback.

Now, about taking that return - the buyer can return a picture of what you sent them and ebay/paypal will force you to refund them, because you said to return something and when they prove they did, the seller is stuck for the refund and shipping both ways.

(*Bleep*)

bargainmaster · ‎03-13-2018

Thanks for the answers. I Think there might be a language problem. After a couple emails now they want more of what they didn't get.

ted_200 · ‎03-13-2018

They may confuse item not received with item not as described.

Any confusion is the result of eBay, their choice of words, and them constantly re-naming things something else.

How many Times can a buyer open a case?

Well, you documented two at eBay, so the number is four... they can go to PayPal next, and to their credit card after that.

The Floggings Will Continue Until Morale Improves.

newnewnewmann · ‎03-13-2018

@bargainmasterwrote:
Thanks for the answers. I Think there might be a language problem. After a couple emails now they want more of what they didn't get.

So buyer said they didn't receive it, you provide proof it was delivered, buyer then says it wasn't what they ordered, then buyer later says that the want more of what wasn't what they ordered and never received.

Your buyer is a gem.

I hope it all works out for you.

ON VACATION
GONE FISHING
BACK AT 6

missjen831 · ‎03-13-2018

@ted_200wrote:
They may confuse item not received with item not as described.

Any confusion is the result of eBay, their choice of words, and them constantly re-naming things something else.

Actually that’s not true. A lot of the time, it’s the result of the buyer jumping the gun & not reading the MBG. It happens quite frequently—buyers who want to get their money back before the item is even late request a return because it’s the option they see on their purchase history. Some of the blame falls on the buyer for not reading the MBG & using it incorrectly.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

tofu107 · ‎03-13-2018

they are 2 different cases,you can recieve the item and find out it is not what you expected.

seller has to accept return,if ithappens to you,you want to return the item too.

Put lime in the coconut and call me in the morning !

gothicmaker0416 · ‎03-13-2018

A Buyer can open quite a few cases against a Seller should they feel they need to. They can open an Item not received case, they can open a Item not as Described case, they can open a Return and Refund case if they feel like the Item is not what they actually wanted, and there are a Few more.

For the Item not received cases, usually a Refund is needed, or if the Seller has multiple Quantity, then the Buyer can ask for a Replacement sent at no extra charge since they didn't receive the First one.

Also, for Item not received cases, a Buyer could just receive the Item Late, and they can open that case in order to try and get a Partial Refund for receiving the Item Later than it was supposed to be there.

If a Package arrives and it looks damaged, then a Buyer can open a case for that as well to get a Partial refund OR a new one sent out, or an exchange.

If the Item they get is SIGNIFICANTLY not as described, then a Buyer can open a case for a Full refund, an exchange, or to have the Seller Resend a New one at no extra expense.

In short, Buyer's Usually have the Final Say in the cases they open against Sellers, especially if they can provide proof.

ted_200 · ‎03-13-2018

@missjen831wrote:
@ted_200wrote:
They may confuse item not received with item not as described.

Any confusion is the result of eBay, their choice of words, and them constantly re-naming things something else.

Actually that’s not true. A lot of the time, it’s the result of the buyer jumping the gun & not reading the MBG. It happens quite frequently—buyers who want to get their money back before the item is even late request a return because it’s the option they see on their purchase history. Some of the blame falls on the buyer for not reading the MBG & using it incorrectly.

Well, the thing is, there is no need for any of this. If there's a part missing, the only option any buyer should be seeing is "Contact Seller", and that should - always - lead directly to a form to contact the seller. At that point, if the buyer feels a missing part is "Not as Described" or "Item Not Received", it's irrelevant, I'll fix the problem or facilitate the return as necessary. It's only because eBay has inserted itself into all this that anyone is confused, or is using something incorrectly.

I'm not sure how many buyers have read the full terms of the MBG. I'm guessing it's in the single digits, percentage-wise. I guess I'll blame them if you want me to, but eBay referring to disputes for SNAD... and ordinary returns... both... as "Return Requests" is, just as one example, NOT HELPING. Who exactly decided to put a "Return" option in front of a buyer when the item is not even due to arrive? It wasn't the buyer... and it wasn't the seller...

All this is just making everyone, buyer & seller, a slave to the process... actually resolving problems, treating people right, getting things done... it all falls by the wayside. The only winners are those who learn how to manipulate the process best... and honest buyers and honest sellers don't spend much time doing that.

The Floggings Will Continue Until Morale Improves.

threshold.sales.group · ‎03-13-2018

So, if the buyer actually did receive the item, then why didn't they right away close out the INR case? That alone ought to tilt the scales in favor of the OP in any later dispute.