mam98031 • Volunteer Community Member • Buyer/Seller since 1999
That was nice of them to tell you all that and I do hope it made you feel better about the situation. But they is what they were doing. Just trying to make you feel good about it.
The truth would be that they are outside of the MBG [Money Back Guarantee], so a seller does not have to honor that return request.
Something else you need to know. ALL sellers are REQUIRED to have a return policy that meets or exceeds the MBG. So even though you have a No Return Policy, if a buyer files a Request for Return, you need to process it and you shouldn't deny it as that will just cause the buyer to ask Ebay to step in and then you will have a defect on your account as Ebay will most certainly have you refund the buyer.
The only type of claim you can deny is a properly filed Buyer's Remorse claim. That you can say you will not accept the return and you aren't going to refund.
Keep in mind having a No Return Policy only means you don't want the item back, not that you can't be force to refund.
The return policies options are as follows.
- No Returns
- 30 day returns w/ buyer pays shipping
- 60 day returns w/ buyer pays shipping
- 30 day returns w/ seller pays shipping, AKA Free Returns
- 60 day returns w/ seller pays shipping. AKA Free Returns
- 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, if the buyer properly filed the claim. 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 options 2 or 3 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: Camera Drones, Camera lenses, Collectibles & Art, Digital Cameras, Jewelry and Medical & Mobility.
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.
@dougsvintagestore wrote:Wow, I am taken aback with the replies so far. I have seen stories from buyers and sellers too about not getting a fair deal.
She told me the person was being blocked from communications with me and that I was protected as a seller with the Seller Protection Policy.
Unless that buyer was being abusive in the emails to you, that Customer Service person would have no right to block that buyer from communicating with you.
Now this can still come back on you. If your buyer paid you with a Credit Card or a Debit Card, they have up to 180 days [depends on the rule of the card] to file a disputed through their Card.
So be nice to the buyer, the best you can. Don't upset them unless there is just no other way. Good Luck.
@coolections wrote:
@dougsvintagestore wrote:She told me the person was being blocked from communications with me and that I was protected as a seller with the Seller Protection Policy.
You were protected by Ebay's seller protection policy. The policy is a buyer cannot have a refund after 30 days has passed. She lied about the part of blocking communication with you. You have to do that yourself. Go to the blocked buyer list and add the person. Check the box that says do not allow communication.
You can't block a buyer from communicating with you if you have a recent transaction with them. Likely up to 60-90 days after their purchase.
@greatmidwestcoin wrote:eBay doesn't block communication. They never have that I have heard in my 23 years of selling here.
They will if the buyer is continually abusive in what they say in multiple emails. If not blocking them, sanctioning them. Its a long story, but I had a buyer that just wouldn't leave me alone for MONTHS.
Ebay does take abusive emails seriously.
@dougsvintagestore wrote:29 messages since I put the item up for sale on July 11.
Have you reported them? Have you blocked them?
You should do both. But if you don't report them, Ebay can't help you as they don't know you have an issue with them.
