Need some help with a return

[monkeytgarden]

We do not ship internationally. We sold an item to a buyer with an address in TX. He wants to return the item; I accepted the return and provided the return label. Now I find out the buyer had the item sent from TX to mexico and wants us to pay for return shipping from mexico. He used Estafeta Members service to have the item sent to mexico. I advised the buyer, we would only pay for return shipping from the address it was shipped too. The item was $19.99 with free shipping, ebay could clearly see from the return request that a return label was provided.  I thought if the buyer used a forwarding service it voided the money back guarantee.  I have not responded to ebays email yet and I have no problem sending another usps mailing label to ship the item back to us from TX. What is the best way to handle this?

BELOW IS THE EMAIL FROM EBAY WITHOUT THE BUYERS INFORMATION:

The item the buyer wants to return is covered by our eBay Money Back Guarantee. This allows the buyer to request a return for items they say don't match the listing description.
As you may know, sellers must honor the eBay Money Back Guarantee even if they state that they do not accept returns.

We've placed the request on hold for 4 calendar days from the day you received this email to give you time to arrange return shipping with the buyer.

There are two main ways to provide return shipping for your buyer. You can purchase a prepaid shipping label from your preferred shipping service and then send the label to the buyer through My eBay: Messages. If you choose this option, be sure to purchase a shipping label sufficient to cover the item’s return.

If you can't provide a label, another option is to provide the buyer with the funds to purchase their own label. See our Return shipping for sellers help page for more about your return shipping options.

If you don't provide return shipping or otherwise resolve the return within 4 calendar days, you may be required to issue the buyer a full refund without the item being returned to you.

If you have questions, let us know. We're here to help.
 

Thanks,

eBay  

[inhawaii]

I would agree to the return and purchase the return shipping label.

The shipping label will be good from TX to you.

The fact that the buyer is not in TX is not your problem, it's the buyers problem.

As long as ebay shows that you provided a return shipping label, you should be covered.

It is now the responsibility of the buyer to use the label to return the item.

If the buyer fails to do this you should win the case and there will be no refund.

[yoonix1]

I would refund the Buyer, swallow the loss, and move on.

[klhmdg]

@monkeytgarden  All you are required to do is supple the return label from the address you shipped the item to.

Go in and approve the return, a label will be sent to the buyer.

This shipping label will be from TX to you.

I would not respond to the buyer anymore. 

Just approve the return and send a label. 

It is up to the buyer to get the item to TX to use the label or return it another way.

[chevymontecarlo88]

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@yoonix1 wrote:

I would refund the Buyer, swallow the loss, and move on.

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The buyer has already offered to refund them once they returned the item.

[robbie31415]

Buyer can't force you to send an international label. If the label doesn't get used you will win the case.

However for customer service what I'd do is ask them to return in their dime.

And I'd send them the value of the return label to TX once I received the item. So they are only paying the difference.

[cardxcraft · Accepted solution]

Here's Ebay policy regarding INR's (Item Not Received) and INAD's (Item Not As Described) with buyers utilizing Ebay MBG (Money Back Guarantee) using freight forward service...see images below.

If I were you, I would contact Ebay, and explain the situation quoting their own policy.  Per Ebay policy, you shouldn't have issued a refund label.  Savvy buyers know exactly how to game the system.  I doubt this buyer is up to shenanigans with a $19 item, but it's besides the point.  If the shoe were on the other foot, Ebay policy would be enforced to your detriment.  When it's your turn, adhere to policy like any other business would.

Side note: you can void the label or let the label void on its own: USPS Ground Advantage labels void after 28 days.  I'm not sure if you'll get an automatic refund if you allow the label to void or expire on its own.  But, first, talk to Ebay if you desire to correctly follow policy.  It's your choice either way.

 

 

[monster-deals]

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@monkeytgarden wrote:

The item the buyer wants to return is covered by our eBay Money Back Guarantee.

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but it isn't since they had it sent to Mexico

[44012]

I like the advice that @inhawaii and @klhmdg gave and if this ever happens to me that is what I will do.

[profitweb]

You really need to provide a label within 2-3 days of the return request!  It looks like you were too slow, which can hurt your account performance rating AND allow the buyer to keep item and get a full refund.

You do not give a return label from a different place than it was sent to.

I would've called eBay customer support immediately for help. If I couldn't, I just would've accepted the return and provided the label that eBay offers in the return request. It would've been to the address you shipped to.

That would've protected you and satisfied return requirements.

Good luck!  Get help from eBay immedately.

[gurlcat]

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@chevymontecarlo88 wrote:

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@yoonix1 wrote:

I would refund the Buyer, swallow the loss, and move on.

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The buyer has already offered to refund them once they returned the item.

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I think they are saying they would refund without getting the item back.  -That is how scam buyers are created, so advice like this makes me furious.  Not to mention the smug suggestion that losing 20 bucks is something to just swallow like it's nothing.  So out of touch with reality.