Returns

[marineelectron]

Got hit with a buyer who bought a prop from us and said it was ordered by mistake. I had to return funds right away and it has been several weeks and still haven't seen the returned prop.  Is the return policy help out the sellers at all or just protecting buyers. And why hasn't product been returned?

[soh.maryl]

Cannot think of a situation where a seller would have to refund before receiving the returned item.  Unless the buyer didn't want the item to be returned, which is evidently not the case in your situation. 

Did the buyer actually open a return case? 

[12345jamesstamps]

'return funds right away'....a seller waits for item to be returned before a refund.

'still haven't seen the returned prop'...and probably may never see it.

If it's not an honest buyer...you gave refund and item away for free.

Nothing can be done at this point.

[slippinjimmy · Accepted solution]

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@marineelectron wrote:

Got hit with a buyer who bought a prop from us and said it was ordered by mistake. I had to return funds right away and it has been several weeks and still haven't seen the returned prop.  Is the return policy help out the sellers at all or just protecting buyers. And why hasn't product been returned?

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Your listings offer free returns which means that any buyer could return their purchase for any reason. You are required by eBay to approve the return and provide a shipping label but eBay DOES NOT require that you refund until you have actually received the return.

It would appear that your jumped the gun and issued a refund before the item was actually returned. In eBay land this means that you have chosen to refund without requiring a return and thus the buyer is NOT required to ever return the item.

It's a mistake on your part because you didn't understand the process. Live and learn, you probably won't make that mistake again. The only consolation is that eBay refunded your fees and you didn't have to pay for return shipping.

[worldcoinauctions]

Why did you refund before receiving the item back? I would have waited until it was in my hands and verified the condition as well. There is no reason to refund before receiving the item. Good luck!

[oregon_bins]

I'm interpreting you saying you had to return funds right away as simply your funds became not accessible to you and were on hold. As soon as anyone opens a return eBay immediately puts all the funds from that transaction on hold until the case is closed. If they don't return it to you within a certain amount of time then the return will close and you will get your money back. 

[soh.maryl]

The product hasn't been returned because there's no incentive for the buyer to return it since you refunded BEFORE receiving the return.  So your buyer has the refund and the item as well. 

[kensgiftshop]

You don't return the funds right away.

You accept the return, then wait for the item to be returned before refunding.

Once you issue a refund, the buyer doesn't have to return the item.

[soh.maryl]

"I had to return funds right away."

WHY? 

[aproudparent2010]

I've been on eBay for over 20 years and never had to give a refund before I got my item back. I've gave a refund willingly without a return if item was damaged or not worth me paying return shipping...but never required to do that.

[inhawaii]

I went in to walmart and said I was going to be returning a item I bought from them. They gave me a full refund if I promised to return the item later.

[jerseyboymusic]

@marineelectron 

I don't understand. When a buyer opens a return request, you approve that request and then the buyer returns the item. Once you receive the item back, THEN you issue a refund. Why do you feel you HAD to refund right away?

[bonanza125]

If you refunded the buyer once receiving the case however without actually receiving the item in your hands then expect the item not to be returned. Ebay specifically tells you this prior to refunding the buyer. You didn't have to issue the refund right away but made a mistake and error in judgement. This is a lesson learned. 

[mam98031]

@marineelectron 

Was what you got hit by a claim that the buyer filed in Ebay?  If so it DID NOT tell you to refund right away.  Ebay does not say that.  The email will however help you to process the claim.  No refund should EVER be issued unless you have received the item back.  It is highly unlikely that the buyer will ever return the item and Ebay can not make them.

Please read through this carefully so if you get another request for return that you process it correctly and not cost yourself too much.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

https://www.ebay.com/sellercenter/protections/returns

I sincerely hope this wasn't an expensive item.

[marineelectron]

Thank you. I need to pay better attention.