Just had this return requested

[etk330]

There's something wrong with the item your buyer's received, so they'd like to return it.Please take action by Apr 04.Your PayPal funds from this purchase will be unavailable while this request is open.

Info from the buyer

Reason

Doesn't match description or photos

Comments

The description in the auction does not denote the fact that the screen protector is a SEPARATE item. The item I received is not what I was bidding on. Please accept the return. Thank you.

Sold a case for a iphone 6 on feb 23 to this one person and this is what he wrote today april 1st. What should I do a month has passed and More than likely the case will arrive unsellable.  I do have the option to cancel the return.

[mam98031]

You don't have a whole lot of choice here.  Ebay changed the return system late last year.  It is in your best interest to accept this return, allow Ebay to issue a label to the buyer, once you have the item back, issue the buyer a refund.

If you don't do it voluntarily Ebay will force you and if that happens you do get a defect on your account.

If you try to fight this claim, Ebay will just rule for the buyer, force the refund and may not even require the buyer to return the item.

So your choice it to accept this return inside the claim [formally] or you can just refund the buyer and let them keep the item.  

I'm sorry, but this is just the way the system currently works.  If a buyer files a SNAD, ALL sellers, no matter what their return policy is, no matter if the buyer filed the claim incorrectly or in bad faith, sellers need to accept the return.

[fashunu4eeuh]

Hi, this return is a case opened by the buyer for Item Not As Described. This is part of the Money Back Guarantee that eBay offers. The rules for the return are strict, and a seller cannot cancel this kind of return. Where do you see something that says you can cancel it? 

When a buyer opens this kind of case, the seller is required to provide return shipping if they want the item back.

If you do not honor the request for the refund, eBay can simply reimburse the buyer in full directly from your PayPal if they find in favor of the buyer. Then eBay penalizes the seller with a defect for not resolving the case. It is nearly always in your best interests to cooperate in the return process, even if you state you do not accept returns, when a Not As Described complaint is made.

Below is a link to the Money Back Guarantee policy so you can follow the steps to process this case. Please note that the buyer usually prevails in a NAD claim. 

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

[etk330]

Accept the return
You pay for shipping and can send our return label or your own. Wait to get the item back before you refund the buyer.
Offer another item just like it
The buyer can still decide to get a refund instead.
Offer a different item
The buyer can still decide to get a refund instead.
Give a full refund
You fully refund the buyer to close this request. The buyer keeps the item.
Offer a partial refund
You have one chance to offer an amount. The buyer keeps the item.
Decline the return
This will automatically close the buyer's request.
Send the buyer a message
You can reply to the buyer.

[etk330]

This return was closed

Thanks for the feedback.

Here's what happened

Apr 02

You declined the return request

Comments

The screen protectors come with the case in the packaging. The case is new and so are the screen protectors.

Apr 01

The buyer (***************) created a return

Reason for return

Doesn't match description or photos

Comments

The description in the auction does not denote the fact that the screen protector is a SEPARATE item. The item I received is not what I was bidding on. Please accept the return. Thank you.

[mam98031]

So are you saying you Declined the return?

[this*old*attic]

Now I’m confused- the screen protectors are or are not included?

[penguins_dont_fly]

@etk330 

If you declined an INAD Return Request, you probably earned yourself a nice "unresolved by seller" defect on your Standards dashboard ... it will show up here:

https://sellerstandards.ebay.com/dashboard

To understand Seller Standards:

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347

Also ... Service Metrics are a separate thing:

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

[fern*wood]

If the NAD return request was filed more than 30 days after the item was delivered, they can deny the return.   I did this once and no defect occurred.

[penguins_dont_fly]

@fern*wood 

I missed the "February" part of the OP 😞

The buyer can still open INAD with PayPal or their Credit Card. (Though the buyer would need to pay return shipping)

[ittybitnot]

You don't have a whole lot of choice here.

Why do you think the OP say he has the option "to cancel the return"?  I don't know what a SNAD return request looks like anymore, so I don't understand why the option to deny the return might be there. Just wondering. 

[penguins_dont_fly]

---

@ittybitnot wrote:

You don't have a whole lot of choice here.

Why do you think the OP say he has the option "to cancel the return"?  I don't know what a SNAD return request looks like anymore, so I don't understand why the option to deny the return might be there. Just wondering. 

---

The option to decline an INAD only exists when the MBG period has expired.

If the Delivery Date was over 30 days ago, the buyer is no longer covered by the MBG and the seller can choose to accept or decline the return.

[myjunqueyourtreasure]

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@etk330 wrote:

This return was closed

Thanks for the feedback.

Here's what happened

Apr 02

You declined the return request

Comments

The screen protectors come with the case in the packaging. The case is new and so are the screen protectors.

Apr 01

The buyer (***************) created a return

Reason for return

Doesn't match description or photos

Comments

The description in the auction does not denote the fact that the screen protector is a SEPARATE item. The item I received is not what I was bidding on. Please accept the return. Thank you.

---

So the buyer bought a case with a separate screen protector and sounds like was expecting a case with an integral glass protector?

[2015mhfashions]

Not sure what you are all missing, not a whole lot of choice ? after 30 days days for a delivered item of course you have a choice, decline the return, outside of MBG, Unbelievable how many replies telling them nothing they can do when no one has noticed the sale date the OP Posted, that's the reason the option to decline is there, outside of MBG.

[2015mhfashions]

Ironic how sellers complain about buyers not reading everything, ( I am a seller also ) hands up all those in this thread Guilty, most of you !