eBay

stridder123 · ‎07-30-2018

Hi Guys,

I sold new item that was never opened, in original package and moreover it comes with manufacturer warranty and I received return request. Buyer clams it doesn't work, which is hard to believe since it was brand new and never opened.

There's slight chance the product he/she bought is incompatible with their hardware (its hardware part), but even so that shouldn't be a ground for return.

My listing says 'returns not accepted'.

But there's no even such option to decline the return request!

I replied to buyer, but ebay gives few days to respond to return request, and my reply doesn't seem to count as respond.

What will happen if I don't take any action besides replying to buyer?

Thanks!

goodluckselling · ‎07-31-2018

@stridder123 wrote:
@hillbillymedia wrote:

Sellers can`t leave their buyer bad feedback. They also can`t leave a positive feedback with a negative comment. If they do, it could be removed by ebay. If you think the buyer is abusing the returns process you can report them.
Thank you. Yes, its pretty clear than returns process is abused.
How long it usually takes for ebay to look into if one reports a buyer?
Is there a chance ebay will look into this within couple days?

You can report buyers as you wish and eBay will do there research into the buyers habits, but you nor I will know what they do and if anything will be done. We really do not need to know what they find. Our job is to just inform them of our issues and let them handle it.

I do not think the return abuse is rampant at all. Misused sometimes certainly, but when you consider eBay completes more than 1 Billion transactions daily worldwide and we see a handful of instances daily here is not a big problem.

Good Luck Selling!

kensgiftshop · ‎07-31-2018

@stridder123 wrote:

Thank you. Now I'm totally confused...
Anybody tried accepting return for listing with 'no returns'?

If they claim the item is defective, Ebay's MBG overrules your no return policy.

If they file an INAD, accept the return and let Ebay provide a return shipping label.

Have a great day.

stridder123 · ‎07-31-2018

@kensgiftshop wrote:
@stridder123 wrote:

Thank you. Now I'm totally confused...
Anybody tried accepting return for listing with 'no returns'?

If they claim the item is defective, Ebay's MBG overrules your no return policy.
If they file an INAD, accept the return and let Ebay provide a return shipping label.

Whats INAD?

By 'they' you mean buyer?

If Ebay provide a return shipping label, will I be charged for it?

sam9876 · ‎07-31-2018

"Whats INAD?"

Item Not As Described. It is also called Significantly Not As Described.

"By 'they' you mean buyer?"

Yes.

"If Ebay provide a return shipping label, will I be charged for it?"

Yes.

stridder123 · ‎07-31-2018

@sam9876 wrote:
eBay should look into it and rule against you in less than a day.

Well, now I'm prepared. Do we get email with decision?

hillbillymedia · ‎07-31-2018

@stridder123 wrote:
@hillbillymedia wrote:
@stridder123 wrote:
@sg51 wrote:
Its possible. But 1) there's warranty. I even offered buyer to help with warranty - no response yet. Item is high quality from good brand (one of the best on the market)
2) Its WAY WAY MORE LIKELY buyer bought smth incompatible with what he has.

So let's say your guess is correct.

Buyer can choose to return it to you, and know for absolute certainty that the return will succeed. If you're smart, you will accept the return and quickly refund upon return. If you're not smart, eBay will refund, and you'll be in for a truckload of grief.

Or, buyer can try the warranty, and wonder how that might go.

Which would you choose if you were buyer?
Of course for buyer its easier to just abuse the right to return. But seller can leave bad feedback and/or click report buyer button. Don't know if anybody at ebay cares though
That buyer have good feedback and ebay account for many years, so I guess he would care

Sellers can`t leave their buyer bad feedback. They also can`t leave a positive feedback with a negative comment. If they do, it could be removed by ebay. If you think the buyer is abusing the returns process you can report them.
Thank you. Yes, its pretty clear than returns process is abused.
How long it usually takes for ebay to look into if one reports a buyer?
Is there a chance ebay will look into this within couple days?

Ebay won`t let you know the outcome of your report(if any).

"There`s always barber college" - Dalton - Road House

chicboutique31 · ‎07-31-2018

the buyer can dispute the process and they get their money back and get to keep the item. In quite a few cases i have had, they were bluffing to see if i would immediately just issue a refund. the best thing to do is accept the refund and have it returned. either way, it is most likely a lose lose but maybe you can resell it as used if it is in working condition and you can get some of your money back. Accept the return. it is the right move to make and go from there. you will have to cover the shipping costs as the item is claimed as defective. It may not feel right to do but it is proper customer service which we, as sellers are supposed to be providing. Best of luck to you and i hope it works out. feel free to message me with further questions.

brian@ebay · ‎07-31-2018

@missjen831 wrote:

@sidemouse wrote:

@stridder123 wrote:

Thank you. Now I'm totally confused...

Anybody tried accepting return for listing with 'no returns'?

To my understanding the seller can accept the return, however the application does not automatically issue a label... Instead the seller has to generate a label and send it to the buyer (one way to do this is to make the label into an image and then either send it through a message or formulate it as a 'response' into the case / return) but there's still risk...

One has to hope at this stage the buyer is honest...

If so then the buyer returns the merchandise and things proceed as intended.

However the application can issue the refund whether the item is returned or not (because of the MBG).

This behavior is specific to "no returns accepted" scenarios.

A return label is issued no matter what the sellers return policy is. A no returns policy does not prevent a label from being issued. The system can and will issue a label. No matter what the sellers return policy is. The seller doesn’t have to issue the label themselves. If the seller doesn’t accept the return and eBay steps in, they automatically issue a label. If confusion about when a return shipping label needs to be provided by the sellerthe seller accepts the return, they have the choice of having eBay issue a label or they can provide their own.

tyler@ebay brian@ebay can you please assist us here, there’s some serious misconceptions bere. Thank you.

I'm happy to step in and offer some clarify, @missjen831!

There are two pieces of information that have been brought up in this thread concerning Not as Described returns that I need to correct. First, some in this thread have stated that if the buyer asks us to step in, we will approve a refund without requiring the buyer to return the item. This is not correct. We will have the buyer send the item back to the seller before a refund is approved.

Second, there is some confusion about when a seller needs to provide a return shipping label. For domestic transactions a label will be provided to the buyer within the return, meaning the seller will not need to provide a label. If the transaction is international then the seller will need to provide a label or funds to cover return shipping costs.

@stridder123, I'd like to offer my advice on what your best option is going forward. Based on the information you've given in this thread, it would be best for you to approve the return. New items can be defective upon arrival, so the buyer claiming that it does not work is not cause for suspicion.

The buyer will have 5 business days to ship the item back. If tracking does not show that it's been handed off to the shipper within this timeframe then you can contact customer support to have the return closed in your favor. If they do ship it back within 5 business days, you'll have 2 business days to issue a refund to your buyer once it's been delivered to you. If a refund isn't started in this timeframe, we'll automatically issue the refund on your behalf. I hope this help give some clarity! Let me know if you have any other questions

Brian,
Community Team

bubbleman2010 · ‎07-31-2018

Your first statement says you don't issue buyers refunds and allow them to keep the item. Then down below you state .... If a refund isn't started in this timeframe, we'll automatically issue the refund on your behalf...... Does the buyer have to return anything before you issue a refund?

stridder123 · ‎07-31-2018

brian@ebay wrote:
@missjen831 wrote:
@sidemouse wrote:
@stridder123 wrote:
Thank you. Now I'm totally confused...
Anybody tried accepting return for listing with 'no returns'?
To my understanding the seller can accept the return, however the application does not automatically issue a label... Instead the seller has to generate a label and send it to the buyer (one way to do this is to make the label into an image and then either send it through a message or formulate it as a 'response' into the case / return) but there's still risk...

One has to hope at this stage the buyer is honest...
If so then the buyer returns the merchandise and things proceed as intended.

However the application can issue the refund whether the item is returned or not (because of the MBG).
This behavior is specific to "no returns accepted" scenarios.

A return label is issued no matter what the sellers return policy is. A no returns policy does not prevent a label from being issued. The system can and will issue a label. No matter what the sellers return policy is. The seller doesn’t have to issue the label themselves. If the seller doesn’t accept the return and eBay steps in, they automatically issue a label. If confusion about when a return shipping label needs to be provided by the sellerthe seller accepts the return, they have the choice of having eBay issue a label or they can provide their own.

tyler@ebay brian@ebay can you please assist us here, there’s some serious misconceptions bere. Thank you.
I'm happy to step in and offer some clarify, @missjen831!

There are two pieces of information that have been brought up in this thread concerning Not as Described returns that I need to correct. First, some in this thread have stated that if the buyer asks us to step in, we will approve a refund without requiring the buyer to return the item. This is not correct. We will have the buyer send the item back to the seller before a refund is approved.

Second, there is some confusion about when a seller needs to provide a return shipping label. For domestic transactions a label will be provided to the buyer within the return, meaning the seller will not need to provide a label. If the transaction is international then the seller will need to provide a label or funds to cover return shipping costs.

@stridder123, I'd like to offer my advice on what your best option is going forward. Based on the information you've given in this thread, it would be best for you to approve the return. New items can be defective upon arrival, so the buyer claiming that it does not work is not cause for suspicion.

The buyer will have 5 business days to ship the item back. If tracking does not show that it's been handed off to the shipper within this timeframe then you can contact customer support to have the return closed in your favor. If they do ship it back within 5 business days, you'll have 2 business days to issue a refund to your buyer once it's been delivered to you. If a refund isn't started in this timeframe, we'll automatically issue the refund on your behalf. I hope this help give some clarity! Let me know if you have any other questions

brian@ebay

Thank you for your reply.

As I mentioned above there are 2 memory modules, and both modules cannot be defective. Buyer doesn't even want to disclose which motherboard/CPU model he use, I guess b/c he knows than it will be easy to determine that memory modules he ordered are not supported by either motherboard or by CPU. I asked this information from buyer twice already.

What if modules are good?

Will ebay reimburse me? Or ebay always supports only Buyers?

and seller here always assumed at Fault?

missjen831 · ‎07-31-2018

eBay might reimburse the returning shipping charge. But If the buyer returns 2 working modules, you won’t get reimbursed for the refund you made to the buyer.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

stridder123 · ‎07-31-2018

@autosavior1 wrote:
My guess would be they had one that didn't work... They would be keeping yours and sending you back the one they already have. We a pretty sure we've had this happen with beer lights/advertising. Just a thought... It sucks though... because you aren't protected against that.

Didn't think about this. Yep, thats also possible

stridder123 · ‎07-31-2018

@missjen831 wrote:
eBay might reimburse the returning shipping charge. But If the buyer returns 2 working modules, you won’t get reimbursed for the refund you made to the buyer.

ebay rips me 1st and last time. already deleted all other listings. don't get how they can treat people who pay their salary this way!

stridder123 · ‎08-01-2018

@bubbleman201 wrote:
Your first statement says you don't issue buyers refunds and allow them to keep the item. Then down below you state .... If a refund isn't started in this timeframe, we'll automatically issue the refund on your behalf...... Does the buyer have to return anything before you issue a refund?

brian@ebay I have the same question.