Screwed by offering a return and partial refund

[mtbele25]

I sold some earrings: Item no.:256230769506 and the buyer asked for a return/refund on the basis that the item wasn't as described. I wasn't happy to provide a full refund as I had included photos of the size of the earrings against a ruler and the thickness of the earrings. I didn't think I should be out of pocket for postage as a result of the buyer's error in viewing the listing. I therefore offered a partial refund to cover the cost of postage, however now it turns out that the buyer gets to keep the earrings at a cost of $19. This is NOT what I had intended. I find the ebay returns/refund policy is really confusing. You only have to have a look at the commentary that I provided back to the buyer and our conversations. This does not seem to me to be equitable.  I want my earrings back but have no way of getting them back. I am happy to provide a full refund if required.

[albertabrightalberta]

When the buyer opened a NAD (not as described claim), you had several options: 
1. Issue a full refund without requiring a return

2. Accept the return and pay for the return shipping label. Once return is received, you issue a FULL refund including original shipping

3. You can try to negotiate a partial refund, which is what you did. But when you and the buyer agree to the partial, the buyer keeps the item at the reduced price. 

What did you expect the buyer to do? 

[fashunu4eeuh]

Here in the States, once a buyer invokes the Money Back Guarantee, which is what a Not As Described case is, seller choices in resolving it are limited. The time to negotiate is past. Did the buyer reach out before opening the case?

I see you are in Australia. Did you list it there? (Sorry, i could not find the listing.) The rules Down Under on eBay may be different than here on the USA site. As much as I/we here want to help you, it may be better to contact the Australian forum for help. Do please let us know your outcome. Best luck to you.

[mam98031]

@mtbele25 

First rule of thumb is if you want your product back, NEVER refund the buyer any amount of money before you have the item back.

What kind of return policy did you have on this specific listing?  

You should have advised your buyer to open a Request for Return.  You get notified by Ebay when a buyer files for one.  Depending on what your return policy was on this listing, will determine how you should handle the return request.  That along with the reason they selected when filing the Request for Return.

Your item number you provided doesn't work.  When was this sale?  The ID you are posting with doesn't show any current listings or sales.

[mam98031]

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@albertabrightalberta wrote:

When the buyer opened a NAD (not as described claim), you had several options: 
1. Issue a full refund without requiring a return

2. Accept the return and pay for the return shipping label. Once return is received, you issue a FULL refund including original shipping

3. You can try to negotiate a partial refund, which is what you did. But when you and the buyer agree to the partial, the buyer keeps the item at the reduced price. 

What did you expect the buyer to do? 

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Just for a little clarity, we don't know if those are their only option.  We don't know what the Op's return policy was and we don't know what reason the buyer selected when filing the request for return.  Without that information, we can't accurately advise the OP.

[mtbele25]

Thanks for the advice. I realised after I had clicked partial refund that this wasn’t the way to go, but eBay provides no option to talk to someone and for anything to be reviewed. And I couldn’t undo it hat I had done. I’m not sure why the item number doesn’t work, maybe because eBay has now said the issue is resolved and there are no review options.  I’m thinking about closing my account as this is very unsatisfactory only being able to talk to a Bot. 

[mtbele25]

I had advised that I was happy to provide a refund but as they didn’t read the description properly I didn’t think I should pay the postage and so I offered a partial refund which excluded the cost of postage. To me a refund/return is the same. It was not clearly distinguished that a refund would not result in me getting my goods back. I expected the buyer to return the earrings for the amount that I was offering. 

[luckythewinner]

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I find the ebay returns/refund policy is really confusing. 

If a buyer claims an item is "not as described" dispute, your options are to to either (a) accept the dispute and pay the return shipping, or (b) ask eBay to step in and accept their decision (which generally means refunding losing the item). 

I therefore offered a partial refund to cover the cost of postage

Unfortunately, when a buyer claims an item is "not as described" eBay policy says they are entitled a full refund including the original shipping and return shipping. Offering less will generally not work. 

 I am happy to provide a full refund if required.

You are only happy to do that now that the partial refund did not work. There is no provision in the policy that says "If I challenge a dispute and lose, I want to change my mind and accept the dispute". 

[mam98031]

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@mtbele25 wrote:

Thanks for the advice. I realised after I had clicked partial refund that this wasn’t the way to go, but eBay provides no option to talk to someone and for anything to be reviewed. And I couldn’t undo it hat I had done. I’m not sure why the item number doesn’t work, maybe because eBay has now said the issue is resolved and there are no review options.  I’m thinking about closing my account as this is very unsatisfactory only being able to talk to a Bot. 

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What do you mean?  Get what reviewed?  Before you take action or after?

We are on the US site, likely why I can't call up your listing.  I did not go to the Australia site.

You are going to let one transaction stop you from selling on Ebay?  A $19 loss?  You just need to learn how to sell and you'll likely be fine.  What I tell all inexperienced sellers is never assume you know how to handle something you have never handled before, reach out and find the actual answers first.

As for Customer service, there are options.  You are assuming you can only talk with a Bot because you are unaware of your options.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[mam98031]

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@mtbele25 wrote:

I had advised that I was happy to provide a refund but as they didn’t read the description properly I didn’t think I should pay the postage and so I offered a partial refund which excluded the cost of postage. To me a refund/return is the same. It was not clearly distinguished that a refund would not result in me getting my goods back. I expected the buyer to return the earrings for the amount that I was offering. 

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Again, only due to your inexperience.  We all start somewhere and we all make mistakes.  The key is to learn from them and move one.  If you had consulted the policies for returns you may have gain some info that was important and you might not have made the choice you did.  Or is you had come here before making the decision, we would have helped you through what to do.

You just made a mistake.  Again we all make them.  What is important is what you do coming out the other side.  Are you going to learn and move on a little smarter, or just stop selling all together.  Your choice of course but if we all quit after an honest mistake, most of us would not be here as long as we have.

[mam98031]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to, they can accept the return and have the buyer pay the return shipping.  If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.