cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Item not returned but refund given

I'm a private seller. At the beginning of December I sold some collectable teddy bears, all in very good condition. Everyone has been very happy with their items, with the exception of one seller who raised an issue with eBay to return the bear because she said it was in poor condition, faulty, etc. I know it wasn't when I posted it, and I'd wrapped it up well, but I had no option other than to refund her because she'd gone directly to eBay. So, I agreed to refund her the cost of the bear but not postage, which she surprisingly accepted straight away. eBay then went ahead and refunded her and now they've closed the case.  

 

The bear never arrived, the buyer has ignored my request for a tracking code - if she'd sent it back second class by Royal Mail she would have had a receipt as it was quite big - and I am nearly £55 out of pocket. 

I'm not sure what I can do. I can't find a way to contact eBay as they've closed the case. I reported the seller weeks ago as that seemed to be the only way to raise an issue, but nothing's come of it.  Help!

Message 1 of 22
latest reply
21 REPLIES 21

Item not returned but refund given

I certainly do! From now on anything I list will be ‘returns accepted’.

The buyer has just contacted me to say she posted the bear back and that she’d find the receipt. But then she said eBay told her not to, which is why she didn’t post it, so now I’m not sure if it was posted or not.

I have not accused her of anything and always try to be polite. You never know, I may get it back yet. 

Message 16 of 22
latest reply

Item not returned but refund given

eBay has streamlined the money back policy but the same rules still apply,  and one of those rules addressed "when an item isn't returned to the seller."  It said sometimes eBay will refund the buyer and the item isn't returned. This happens when a seller's refund policy is returns not accepted or the seller hasn't provided a return label.

 

 

 

Message 17 of 22
latest reply

Item not returned but refund given

Thank you. I have learnt my lesson.

Message 18 of 22
latest reply

Item not returned but refund given

Do you understand that if you had returns accepted on your listing and the buyer accepted a partial refund that you still wouldn't get the item back?  

 

A non returns policy only means that you can decline a buyers remorse return. If a buyer opens a return stating that the item was not as described you can:

1. send a return shipping label and refund when the item has been returned

2. refund without requiring a return

3. offer a partial refund and if the buyer accepts, the return is closed and the buyer keeps the item.

The options above are what happens  regardless if the seller accepts returns or not. 

 

You might want to read this page..   https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115&st=1...

 

Message 19 of 22
latest reply

Item not returned but refund given

Thanks for clarifying. I’ll go through all the advice in the morning and read what you sent as I think I need to gen up on things like this.

Message 20 of 22
latest reply

Item not returned but refund given

For clarity there is a difference between the buyer and seller agreeing on a deal without eBay if the seller does not accept returns. 

 

If the seller does not accept returns as a policy, but both parties via messaging or email can agree to partial/full refund with or without returning the item and how who pays for return. This have nothing to do with eBay Buyer Protection

 

If the Buyer lodges "Item is Not as Described or Faulty/Damaged" dispute (with the seller not accepting returns) than this triggers eBay Dispute Resolution and any agreement by the seller for partial or full refund means the buyer can keep the item.

Message 21 of 22
latest reply

Item not returned but refund given

Hi everyone,

 

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

 

Thank you for understanding.

Message 22 of 22
latest reply