New to Returns

[gusgallowsyss]

I don't sell on Ebay often, I am not a business, just go through and find things to resell every now and then or do an attic cleanout.  

Recently, I sold and item.  Silly me didn't take measurements, but I did state clearly to ask ANY questions prior to bidding.  I had so many pictures.  Now, my customer is saying that they recieved the wrong item.  It wasn't the wrong item, it was exactly what was in the picture.  Even in their comment they said, "I thought it would be bigger"  OK, I should have done the measurement but they could have asked had that been a big deal to them (this is an item that size really shouldn't matter that much and the size could easily have been found had it mattered).  Despite my no return policy, I decided to just go with it because I have read how Ebay always sides with the buyer and not the seller, no matter what my write up and return policy may say.  Now, I am out the cost of shipping and a return label.  

What about the Ebay charges?  I am a little confused.  Should I expect to get those back from Ebay or am I out those too?  I am going to use this as a learning experience.  It is just the first time in the 20 years I have been using Ebay that I have had an issue come up. 

[mtgraves7984]

What about the Ebay charges?  I am a little confused.  Should I expect to get those back from Ebay or am I out those too?

@gusgallowsyss 

Your FVFs will be reversed with the Refund issuance. Hang in there!

[lamber9347]

@gusgallowsyss As you've already noted, this was a learning lesson for you. This platform offers a money back guarantee to all buyers, which trumps your own no returns policy. Selling anything based on a size means supplying measurements and sometimes photos of the item next to a ruler/tape measure. Every little bit counts. You are now better prepared for the next time, and there will be a next time. Best of luck to you.... 

[sapphire_studio]

Also consider changing to Buyer pays returns instead of No Returns

Good job accepting the Return and not letting the whole thing emotionally drain you

[gusgallowsyss]

Thank you

[itsjustasprain]

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@sapphire_studio wrote:

Also consider changing to Buyer pays returns instead of No Returns

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That might help attract buyers who would not buy from a No Returns seller. But in a Not as Described case like this the seller pays for the return shipping.

[sapphire_studio]

Yeah no matter what you choose (policy wise for Returns) if they decide to say the item was not as described the seller will have to pay the return shipping. However there are people who are actually honest about the reason they want to do returns.  This person could have been someone who just changed their mind but because that wasn't an option to select they had to make up a different reason to force the return. There are a surprising number of returns that I've received where people are very honest about the reason for their return.

[gusgallowsyss]

Thanks Scout.  I have started listing mine as buyer pays returns.  I am becoming frustrated with some of the policies and am about ready to give up on Ebay.  It would be different if I was a business but I just try to sell things from time to time for more than what I would get in a yard sale and I can't stand FB Marketplace.  I guess we will see how this works out.   It seems a lot harder than it used to be.   

So, if they lie about not receiving the right item and force a return, then what happens when they return an item in bad shape (not the way it was sent)?  Does EBay force you to take the loss and return the money anyways?  

[reallynicestamps]

The buyer is disappointed in his purchase.

You can go two ways.

You can ask him to return the item for a full refund -- and send a Return Shipping Label which you pay for.

When it is returned, you refund his original payment.

You can ask him to open a Not As Described dispute -- and send a Return Shipping Label which you pay for.

When it is returned, you refund his original payment, and eBay refunds your fees, less the 30c non-refundable service charge.

In either case, you lose the shipping cost in both directions-- although you can downgrade the return shipping to a slower , less expensive service if you wish.

IN either case, you will not get a Defect, which is much more important than the cost of shipping.

This last sometimes worries sellers but it was discussed some time ago with tyler@ ebay.

 When it comes to return claims, a seller would get a defect for a SNAD (not as described) case if they do not handle it themselves and eBay has to step in and force a decision on behalf of the seller. If the seller handles the SNAD return without us needing to step in then there would be no seller defect placed on the account. 

I added the bold.

And of course, next time make sure the measurements are in the Description. You have something like 5000 keystrokes available to sell your items.

when they return an item in bad shape (not the way it was sent)? Does EBay force you to take the loss and return the money anyways?

At first, yes. But then you can Report the buyer and sometimes eBay will reverse their decision .

The phone clerks do NOT work for  eBay . In spite of your dislike for FaceBook, the eBay employees who cover eBay's account there are very well trained.

And you get a transcript.



https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://twitter.com/askebay?lang=en
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.

[mam98031]

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@sapphire_studio wrote:

Also consider changing to Buyer pays returns instead of No Returns

Good job accepting the Return and not letting the whole thing emotionally drain you

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A No Return policy will NOT prevent a seller from having to process and Request for Return for a defective item or not as described.  Well they don't have to take the return, but then they will need to fully refund the buyer.  It will be one or the other no matter your return policy.