Why do buyers have such a hard time choosing the correct reason for a return?

[inhawaii]

Case #1

Lady purchased an item. Several weeks after receiving it she files a "return".

Official reason: Ordered by mistake.

Real reason: She wanted 1. Paid for 1.  Received 1.  But somehow thinks she was charged for 2 and want's her money back for the 2nd one.  She was not charged for 2.  Rather than trying to explain this to her and explain this to ebay customer service, i decided to just accept the return knowing that the item will not be returned and ebay will eventually close the case.

Case #2

Man purchases an item. Several weeks after receiving it files a "return".

Official reason: Doesn't seem authentic.

Real reason: Item not received.

I checked the tracking and sure enough, it shows label was created but no pick up. My orders get picked up every day by my mail carrier.  I'm not sure what happened here but it certainly was not the buyers fault.

So i clicked on "refund the buyer" thinking that would close the case. It didn't. It automatically refunded the buyer $10 he paid for his item but not the $4 he paid for shipping.  I now have $4 on hold on my available funds.  This $4 belongs to the buyer. I talked to customer service twice about this (it was very hard to get them to understand) and both times they said they will take care of it but nothing happened.  It's no big deal. It's not my money. I just don't like seeing the "hold" there. 

[mr_lincoln]

@inhawaii   Good topic ...my last return:

-On the Return Details on Seller Hub the reason given was "just didn't like it"

-In the package I received back the paperwork stated "ordered the wrong item" or something to that effect ...

Not sure where the disconnect is but the system may need some tweaking ...

[pikabo-icu]

Seems to me eBay has complicated the refund process greatly.

I'm not surprised buyers are confused, the honest ones I mean.

I've been helping a gal from Greece that tried for days to send a partial refund- buyer finally got tired of waiting for the agreed on partial and now says they have mailed the item back. 

It used to be simple.. It seems so much more complicated an inexperienced seller or buyer doesn't stand a chance of getting it right.. 

[katzrul15]

@inhawaii 

I think part of the issue is that when you click to do a return, only a few choices show initially.  You have to click "more" to see all the options for why you are initiating contact to a Seller.

Recently left FB for an order.  Left 3 stars on shipping time as it sat 11 days before they shipped it - created a label, but no shipment. 

It immediately asks you as the Buyer if everything is okay?  Tell us More.....Wanna contact your Seller/File a Claim?  And I left a Green donut.

Not user friendly and clearly not Seller friendly.  Kinda felt like e-Bay wanted me to ramp up.  Btw - a "3" star = Average.  Just not well thought out.

[div_style]

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@inhawaii wrote:

Case #1

Lady purchased an item. Several weeks after receiving it she files a "return".

Official reason: Ordered by mistake.

Real reason: She wanted 1. Paid for 1.  Received 1.  But somehow thinks she was charged for 2 and want's her money back for the 2nd one.=

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Reminds me of this little joke:  Loan me $20 but only give me $10.  That way you'll still owe me $10 and I'll owe you $10 and we'll be even.

[bigdeals.etc]

Case 1

This happened to me a number of times actually. Many times it’s a different quantity (I’m actually in the middle of one with a buyer right now). Other times it’s the buyer accusing me of increasing the sold price of the item AFTER they paid me what they claimed the original price was (not possible to do in eBay). My formula to deal with these buyers is to give one reply explaining they are mistaken, provide a screenshot, and ask where do they see their claimed quantity/price and ask for a screenshot. If the buyer replies and doesn’t admit to their mistake, I just tell them to file a return request.

Case 2

This is ALSO happening to me as we speak. A buyer files a false SNAD return. The comment says “I don’t have my item yet.” Tracking shows the item is still in transit. The eBay ETA is 7/6… today is 7/3. So I’m sure the buyer filed this SNAD because eBay isn’t allowing them to file an INR since their ETA hasn’t even passed yet. Stupid thing is that eBay won’t even remove that service metric ding for the SNAD for this.

[jonathankirkland]

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Oh don't worry everyone, soon these types of problems will all be gone.

Soon all buyers will jump straight to chargebacks instead of opening ebay cases and bypass ebay all together. 🙄

[bbravo65]

@jonathankirkland 

...precisely point...thank you...you get a thump up...!!!

[bbravo65]

...return request...reason/order by mistake...but doesn't seem authentic...seller paid for returning postage/not buyer...

...any made-up reasons to avoid paying for returning postage as changing mind after purchased...