Return request - buyer not responding

[grilady]

I got a return request for a defective item and from the sounds of it, it was due to a mistake of the buyer. One of the options was to send the buyer a message. I did to learn more about the situation, but no response. It still says I should respond to the seller until tomorrow, but my message to the buyer is visible on the page. What am I supposed to do, if the buyer doesn't respond?

[downunder-61]

If it is for INAD then you accept the return, provide the buyer with a return label and refund when you recieve the item.

[caldreamer]

You need to "accept return" before the deadline.   If you don't....EBAY will refund customer (with your money) and tell customer "not to return item".

[mtgraves7984]

You've already tried one option... sending the buyer a message. The buyer doesn't have to respond and will get to keep the item and get a refund if you don't APPROVE THE RETURN... so that is your next option. Do it before the case times out to keep any dings from your account.

[kensgiftshop]

@grilady 

If you want the item returned before refunding, you need to accept the return and provide a return shipping label.

[vintage-camerastuff]

You sent the buyer a message.  The buyer did not respond because he does not want to communicate with you.  You accept the return and refund the buyer as soon as you get it back.  Or you can refund the buyer and let him keep the defective item.   those are you choices.

[grilady]

Thank you, guys. "Decline" is another option I have. I find it weird, that sending a message is an option and if the buyer decides to not respond, the case just gets decided in their favor. They wreck your item and then don't even have the courtesy to respond. That certainly does not make me want to give her what she wants. I don't want my item back. It's no longer usable.

[katzrul15]

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@grilady wrote:

Thank you, guys. "Decline" is another option I have. I find it weird, that sending a message is an option and if the buyer decides to not respond, the case just gets decided in their favor. They wreck your item and then don't even have the courtesy to respond. That certainly does not make me want to give her what she wants. I don't want my item back. It's no longer usable.

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In the case of a SNAD, the MBG prevails and as a Seller, your only "viable" option to avoid a defect to handle this yourself.  Buyer does not ever have to respond to you as the Seller.  E-Bay considers their "return" to be communication.

If you do not want the item back, refund the Buyer in full and the return request will close.  If you want the item back (btw, you are paying to ship it back to you) then approve the return.

eBay Money Back Guarantee policy

Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return shipping.

[grilady]

Yeah, but in a message to me she admitted she didn't follow the instructions, which resulted in the defective item. Now she wants a full refund. I assume if she opens a case, ebay would look at that.

[downunder-61]

If she opens a case for INAD eBay will expect you to Accept return and refund as advised above, or they do it for you.

You can appeal their decision later if you want, but declining once INAD is filed would be a bad move on your part.

[wastingtime101]

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@grilady wrote:

Yeah, but in a message to me she admitted she didn't follow the instructions, which resulted in the defective item. Now she wants a full refund. I assume if she opens a case, ebay would look at that.

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Nope. The only thing eBay will look at is that the buyer use a not as described reason to file the claim. Was this the grains or the aquarium plant?

Your options are:

• Refund without requiring a return. Block the buyer and move on.
• Accept the return and pay for return shipping. When you get it back, report the buyer then refund them. Block the buyer and move on. If you were TRS that offered returns or if you offered free returns regardless of seller status, you would be able to withhold up to 50% of the refund, but that does not apply here. You're not TRS and you have a no returns policy.
• Do nothing or decline the return which will prompt eBay to step in. eBay will force the return from your account, they will not refund the fees and you will get an unresolved case strike on your account. This is not a position you want to put yourself in, especially not over 20 bucks or less.

[vansi-4124]

If you have contacted the seller and they have not responded, it is best to accept the return before the time allowed, and contact ebay to complain about the problem you are having.

[kensgiftshop]

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@grilady wrote:

Thank you, guys. "Decline" is another option I have. I find it weird, that sending a message is an option and if the buyer decides to not respond, the case just gets decided in their favor. They wreck your item and then don't even have the courtesy to respond. That certainly does not make me want to give her what she wants. I don't want my item back. It's no longer usable.

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You can decline to accept the return, then Ebay will take over and refund the buyer from your account and let them keep it, plus give you a defect.

[kensgiftshop]

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@grilady wrote:

Yeah, but in a message to me she admitted she didn't follow the instructions, which resulted in the defective item. Now she wants a full refund. I assume if she opens a case, ebay would look at that.

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No, all they'll look at is the buyer filed an INAD, nothing else matters.