mam98031 • Volunteer Community Member • Buyer/Seller since 1999
penguins_dont_fly is a Volunteer Community Mentor
@goodluckselling wrote:
@mam98031 wrote:NO you do not have to have the buyer open a claim. It is an option, but NOT a requirement. It is not just an option. It is the direction eBay gives to buyers and sellers in the help pages, weekly chat, several threads you mentioned, and the only way for the buyer and seller to retain there MBG benefits. Not a requirement is an option to the written and highly recommended eBay MBG path but it comes with drawbacks.
If I have a buyer contact me via Ebay email with an issue, I have no problem taking care of the needs of my customer. Opening a claim does not make me give my buyer better customer service. Actually it does. When a buyer, seller and or eBay can all see the actions of all parties this makes things easier for any of the parties to go to one location and be able to see all actions. What if the buyer has to contact eBay for whatever reason and eBay has to tell them I do not see any request opened I can not help you with anything you just said.
I just have the buyer return the item, when it comes back I issue the refund to my customer. If the FVF is of importance, I call Ebay and get it refunded. They will do that as they can see that I issued a refund. Your path is not a guarantee that you will get fees back or that you will not get defects. It just is not as simple as you want to make it and you should not be encouraging others looking for help to work through this loophole.
When you have the buyer open the claim, if it is a SNAD, it counts against you in the Service Metrics. No matter the reason it is opened or the outcome, a SNAD counts against you in the Service Metrics. So I don't advise sellers to insist the buyer opens a claim as it really isn't in the seller's best interest. But that does mean that the seller is still responsible for taking proper care of their customer. So you are telling buyers how you want to handle snad returns outside of the designed paths eBay setup because it is not in you the sellers best interest? What about giving the buyer the directions that are in there best interest so they can retain there MBG benefits? It is almost as if you are trying to get something over on them?
I am unsure as to what more to tell you. You were a participant on the thread that happened AFTER the Weekly Chats. I get it that you disagree with me and apparently now with Trinton as well. That is your right. However it does not make me wrong.
If it isn't an "option" then that would make it mandatory. Please supply a link to the rule that says this is mandatory. That would completely resolve the issue once and for all. Keep in mind that a recommendation does NOT equal a mandatory action.
A buyer opening a claim may inspire you to give better customer service, but you do NOT speak for me and I did not lie when I stated that it changes nothing for me. I will provide my customer with good customer service whether there is a claim in place or there isn't.
As to defects. As long as there is communication within Ebay regarding what the buyer and seller are doing to resolve the issue, there will not be a defect when the seller refunds the buyer. I've posted the link to this a couple of times on the thread.
Your statement that I am somehow trying to take advantage or harm my buyers is beyond ridiculous and you have no facts in which to base such an allegation on. You don't like that we have different points of view on this subject so you are just slinging mud in the hopes that it sticks without anything to back up your unwarranted statements. The simple fact that we don't agree does not make me somehow a bad person willing to take advantage of others.
Let me tell you a little story...
I had a buyer just recently open a SNAD return because I sent them the wrong item.
It's true, I really did.
Yesterday ebay closed the return because the deadline passed and the buyer never sent the item back.
So let me ask you this:
Did I issue that buyer a refund?
If no, why not?
Is this a trick question or questions? Why would you consider refunding the buyer if you did not get the item back? I'm not sure I follow your logic.
Isn't it the right thing to do, I sent the buyer the wrong item, doesn't the buyer deserve a refund?
Absolutely, if you get the item back. Now I suppose if you were so inclined, and knew the buyer was correct, you could refund them and allow them to keep the item. I've done that before on a similar situation. However when I did this, I never gave the buyer instructions or a label to return the item. I just let them keep it and I refunded them.
Oh but wait, the buyer never returned the item!!!
I understood that the first time you said it. My answer is above.
Oh yes, I almost forgot that detail, phew good thing I remembered...
So...
Did I receive the item outside of tracking?
Did the buyer return the item to me but skip the process?
How would you know?
How would anyone at ebay know?
Should I now issue the refund, if that were the case?
I don't know what point you are trying to make. But let me state, I do NOT work for Ebay. I work for my customers. Ebay doesn't have to know every step of my business. They are the venue in which I choose to sell on. As long as I adhere to their rules, that is what they require of me. And I do adhere to the rules.
I've had problems like this in the past. I don't require my buyer to return the item usually. I let them keep it and I refund them fully with a sincere apology for my error.
Oh and let me add. I would do the same thing with our without a claim in place and have. So your point it what exactly?
..................
Flip the coin, swear to me on the bible that you're going to refund me as soon as you get the item back...
And I send it to you outside of any returns process, tell me...
What are my options if you decide NOT to issue said refund?
No need to "flip a coin". If a buyer of mine wants to open a claim they have every right to do so and I do NOTHING to prevent them or try to get them not to do so. EVER!! But if my buyer does not want to open a claim, I do not tell them that I won't help them until the open a claim. Nor do I say no claim not help. That would be ridiculous.
Yes, the buyer can return an item outside of the Returns process.
What we are saying is that it is not recommended that they do so.
In the OP's case ... the ring doesn't fit. Remorse. Nobody is saying "Open a case or no help".
Dear Buyer. We will be happy to take a return of the ring. Please go to your Purchase History and use the "Return this Item" option. Please use "Does not fit" as the reason for the return. You will be able to print a return label through that menu. You can schedule a free pick-up of the item through USPS.com We will refund as soon as the ring is received back. Thank you. Seller"
1) It is not a "case". It is a Return Request.
2) If a seller does not have Free Returns, the buyer gets a Discounted Commercial Base label.
3) The buyer can schedule a pickup. They don't have to take time out of their day to go to the Post Office.
4) There is no chance of the buyer transposing address numbers or misspelling names on the return label.
5) The tracking is automatically uploaded into the return and can be viewed by both parties (and eBay).
6) Return received ... "Refund Buyer". No muss no fuss.no chance of miscommunication or misunderstandings.
@penguins_dont_fly wrote:
Yes, the buyer can return an item outside of the Returns process.
What we are saying is that it is not recommended that they do so.
In the OP's case ... the ring doesn't fit. Remorse. Nobody is saying "Open a case or no help".
Dear Buyer. We will be happy to take a return of the ring. Please go to your Purchase History and use the "Return this Item" option. Please use "Does not fit" as the reason for the return. You will be able to print a return label through that menu. You can schedule a free pick-up of the item through USPS.com We will refund as soon as the ring is received back. Thank you. Seller"
1) It is not a "case". It is a Return Request.
2) If a seller does not have Free Returns, the buyer gets a Discounted Commercial Base label.
3) The buyer can schedule a pickup. They don't have to take time out of their day to go to the Post Office.
4) There is no chance of the buyer transposing address numbers or misspelling names on the return label.
5) The tracking is automatically uploaded into the return and can be viewed by both parties (and eBay).
6) Return received ... "Refund Buyer". No muss no fuss.no chance of miscommunication or misunderstandings.
I've never said any different. Ebay "recommends" all kinds of things for all kinds of reasons on all kinds of subjects. It just doesn't mean it is the only way to handle it and stay within the rules of Ebay.
For me, I just do whatever the buyer prefers. If they want to open a claim, fine, if they don't fine. I will still take care of them. I don't require a buyer to do what Ebay recommends.
For me, I just do whatever the buyer prefers. If they want to open a claim, fine, if they don't fine. I will still take care of them. I don't require a buyer to do what Ebay recommends.
It's not a claim.
It takes just as much effort to write a message that says
Yes, I will take your return. Please mail the package to 123 Main Street.
And
Yes, I will take your return. Please go to your Purchase History and select "Return this item"
And the actual return process saves the buyer time and money.
No manually writing a label
No going to the Post Office (at all if they schedule a pick up)
No paying Retail Postage (including First Class up to 15.99 oz)
@penguins_dont_fly wrote:For me, I just do whatever the buyer prefers. If they want to open a claim, fine, if they don't fine. I will still take care of them. I don't require a buyer to do what Ebay recommends.
It's not a claim.
It takes just as much effort to write a message that says
Yes, I will take your return. Please mail the package to 123 Main Street.
And
Yes, I will take your return. Please go to your Purchase History and select "Return this item"
And the actual return process saves the buyer time and money.
No manually writing a label
No going to the Post Office (at all if they schedule a pick up)
No paying Retail Postage (including First Class up to 15.99 oz)
If you prefer not to call it a claim, I take no issue with that. You know what I'm talking about no matter what you choose to call it.
I never EVER said this had ANYTHING to do with how much TIME it takes me to process the return, request for return, email or whatever. My time is of NO issue to me in this process.
The formal return process that is available to the buyer does not save the buyer any time or money. You seem to be assuming that I would be placing some financial burden on the buyer that they would otherwise not experience if they opened a return claim. I've never said any such thing or implied it on this thread.
What I have ALWAYS said is that I do NOT offer a different customer service to my customers with a claim or without. I take care of them either way. Your assumption that I do something that isn't in the best interest of my customer is unfounded and ridiculous.
I haven't manually written a label in years. And my buyer doesn't have to either. I don't need the Ebay return process to issue a label to my customer.
The buyer doesn't have to go to the Post Office to drop off the package unless they choose to.
And paying retail postage isn't something I've done in YEARS.
You assume way too much. I find this a bit unusual for you.
A return request is not a claim.
And I'm not talking about you writing a label or buying postage.
I'm talking about your buyer writing a label and buying postage and going to the Post Office.
Without a pre-printed label, the buyer has to
Write a label
Go to the Post Office
Pay Retail Postage (Retail Priority for 13.1 to 15.99 oz)
Come back to you and give you the tracking number (hopefully)
Nobody is saying that you don't give your buyer's good service.
What I am saying is that for your buyer it is less time consuming and more cost effective to use the Return process.
If you have a buyer requesting a Remorse return, it is easier on both parties to use the system.
Buyer: Can I return this?
Seller: Of course! Go to your Purchase History and select "Return this Item"
@penguins_dont_fly wrote:A return request is not a claim.
And I'm not talking about you writing a label or buying postage.
I'm talking about your buyer writing a label and buying postage and going to the Post Office.
Without a pre-printed label, the buyer has to
Write a label
Go to the Post Office
Pay Retail Postage (Retail Priority for 13.1 to 15.99 oz)
Come back to you and give you the tracking number (hopefully)
Nobody is saying that you don't give your buyer's good service.
What I am saying is that for your buyer it is less time consuming and more cost effective to use the Return process.
If you have a buyer requesting a Remorse return, it is easier on both parties to use the system.
Buyer: Can I return this?
Seller: Of course! Go to your Purchase History and select "Return this Item"
OK. I'm just not sure why you ask.
You can speak for yourself, but not other posters. However I do appreciate that.
Buyer Remorse claims are a tricky one. Most buyers even when it is a BR, or should be, they don't file correctly and do a SNAD reason so they can get the seller to pay shipping. IMHO properly filed BR returns are far and few between.
I take everything on a case by case basis and just try to do what is in the best interest of my buyer. What I find when a buyer writes me about an issue they are having with a transaction, whatever that reason may be, those that contact me before filing a return are being upfront with me and honest about what is going on. I'm sure others have had different experiences, but this has been mine.
I just take care of them. I issue a return label and move on. I don't make a big fuss or cause my customer any more stress. I just try to resolve the issue as quickly as possible for my customer. This has served me well over the years and I will continue to do business this way. Over the years I've gained repeat customers due to handling things like this. Because making it as easy as possible on the buyer while giving the proper customer service is usually what they want anyway.
You and anyone else is free to do whatever they see fit to do within the rules of this site. I take no issue with that. What I do is NOT against policy, my customers are happy and life goes on.
No one else is required to do as I do. I shared how I handle things so that the OP knows they have options. I get it that some prefer to do as Ebay recommends. That is great. If that is your choice, so be it. It will work. But that doesn't mean that what I do is wrong or that I am in ANY way harming my customers. I have previously posted a link that explains it is OK to do this within the Ebay rules.
So all that is going on here is just your preferred way of handling things and mine. Neither one of us is wrong. We just handle things differently. It is being made out to be far more than it really is.
