How to respond

[ellenshideout]

I have a quick question.

A buyer messaged me upset that they only got 2 instead of 30 pieces. Which is susipicious since anyone should know that price would never be for 30. 

It is for a banknote whose catalog number is p15-cs. Thought it meant 15 pieces which makes no sense. All listings that is that specific banknote say this also.

This is someone whom has been buying on eBay for several years so not a rookie. Also weird since order was from over a 2 months ago and now wondering about it.

[wastingtime101]

Over 2 months ago is past eBay's Money Back Guarantee window. You have the option of not responding and blocking.

You could also send a reply about the catalog number.

What was the item number? Was only a single note pictured or did you have a pic of multiples?

[ellenshideout]

But I was just reading the message and it says buyer could ask eBay to step in and still get the money back. Order was from 2-14. No option to do anything but accept refund. They also bought other items and are trying to get back money for those also, which adds to my suspicion.

The listing shows one banknote. 

[wastingtime101]

You said the buyer sent a message. You did not say eBay sent a message because the buyer opened a claim.

Copy/paste the exact wording (remove buyer ID). Also need the exact subject line of the message.

[ellenshideout]

Yes, sorry about that. This is what they wrote for the claim. Very tired and under the weather. 

Return Reason

Missing parts or pieces

Comments

Hey, whys this say 15 pcs and I only got 2? What is this? Should’ve been 30

This was how the page shows the information.

Read their eBay feedback. Thankfully which adds to oddness they gave me great feedback along time ago. They are very rude sellers to put it midly.

[wastingtime101]

But what about the message from eBay in your eBay messages or in your email - that's what I asked about above.

Copy/paste the exact wording (remove buyer ID). Also need the exact subject line of the message.

Do you have tracking confirming delivery and what was the delivery date?

Basically, if you have tracking confirming delivery more than 30 days ago and the message subject line says "return requested" then the buyer is past their MBG window. If it says "return approved" then the MBG window is still open.

[grand-and-glorious-purpose]

Report, BBL, accept return and refund when appropriate.

There is nothing to gain by contacting a buyer this confused about ebay or words or life.

[ellenshideout]

Now I got it. eBay let them do this since he is claiming not as described when it was.

Reread their original email and that is upsetting since it was not that. Went back and found their feedback from almost two months ago and was very positive. Fishier then a fish market. Feedback is horrible oy 92.2%!

[12345jamesstamps]

What did the photo(s) of the item(s) show?

Was it 2 or 30?

A buyer will expect what is shown in a photo(s) whether it's 2 or 30.

We have a few buyers who can't read or don't understand English so always go by what a photos(s) shows.

[reallynicestamps]

"I regret you are unhappy with your purchase. Please return it for a refund."

Rinse.

Repeat.

[reallynicestamps]

Order was from 2-14.

When was delivery? The buyer has 30 days from DELIVERY for a Claim.

Even if the buyer loses the Claim, they can still go to their credit card for a chargeback for up to 180 days from payment, depending on the card policy.

"I regret you are unhappy with your purchase. Please return it for a refund."

‎

"I regret you are unhappy with your purchase. Please return it for a refund."

"I regret you are unhappy with your purchase. Please return it for a refund."

[fashunu4eeuh]

Below is the policy regarding how to handle a Money Back Guarantee claim which is what this is. How you respond and when is important. Good luck.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[wastingtime101]

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@fashunu4eeuh wrote:

Below is the policy regarding how to handle a Money Back Guarantee claim which is what this is.

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Except it may not be. Signs point to this being past the MBG window @fashunu4eeuh .

[ellenshideout]

Delivery was 2-21. 

They are trying to get around that this way they can make me pay for the return shipping. Listing clearly states returns allowed but BUYER pays for return shipping. 

Pictures show one banknote so they should have known. Been on eBay 11 1/2 years so they should know this.

[wastingtime101]

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@ellenshideout wrote:

Delivery was 2-21. 

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Then it is past the MBG window. You do not need to respond to the claim. You can ignore it and let it time out.

The message says the buyer can ask eBay to step in even though they can't. It's misleading. As long as it was a "request" and did not say "approved" - and it should say request since it's more than 30 days past delivery - then the MBG does not apply.

The buyer has no recourse through eBay. Although, as someone else mentioned above, that will not stop the buyer from going to their credit card to file a dispute.

My advice is this:

As long as your listing showed a photo of only one item, I would go to the return request, click the link to send the buyer a message (through the return request) and mention that was the catalog number and maybe even mention he previously left positive feedback. You could also tell him even though you have a 30 day return policy, he's welcome to ship the item back if he's unhappy with his purchase and include your return address. Then, if he returns, refund him and resell.