eBay Buyer Protection Policy

[lkdnv]

I sold a purse, in excellent condition on eBay. Not new but in great shape. Buyer didn’t want it. Fine. I offered to refund and asked them to send it back.  They asked for a paid return label which I don’t think is fair. Also I could not figure out how to send a label on eBay. Now eBay has fully refunded the buyer and I don’t have my item back.  So frustrated!  

[inhawaii]

What was "official" reason for the return?

[tobaccocardyahoo]

If you failed to follow Ebay procedures in responding to the return request, you forfeited your item, and the Ebay fees.

You should never be in the position that the buyer can ask Ebay to step in on a return. You will almost always lose your item and the money.

You have no recourse. Ebay cannot charge the buyer again.

[caldreamer]

What reason the customer gave when they opened "case against you" will determine who is responsible for shipping costs.   If customer claims "not as described, counterfeit, defective, missing parts" (Seller pays  shipping BOTH ways) but if customer used reason "changed my mind/buyer's remorse" (Customer pays  shipping BOTH ways).

No such thing as "no returns" because EBAY 30-Day Money Back Guarantee (supersedes "no returns" policy) allows customers to return item by claiming "not as described, counterfeit, defective".   EBAY does NOT require customer to prove their claims.  EBAY always rules in favor of the customer.

If customer asks EBAY to "step in" and solve problem.   EBAY will give customer an immediate refund (and allow them to keep your item).   Plus, the Seller will get a "defect" on their account because EBAY had to step in.

Just so you know for the future Seller does not need to "send label" to the customer.    When customer opens "return request" this allows customer to print label themselves.   Seller will be charged for return label (if you are "at fault" for defective item).

[12345jamesstamps]

You needed to OK the eBay claim for a return at your expense...not sure of what buyer reasoning was...if it was for item not as described you clink to send a return label...before eBay steps in.

You let eBay step in and thus refund and item doesn't have to be returned for buyer escalated the open claim.

And you get a 'ding' for not refunding as well and letting eBay do what you should have done.

A lot of experienced sellers and buyers here...next time come here with questions earlier so we can help you.

[monica-sells]

You panicked....

and did not follow procedure to protect yourself from this result.....

A quick read under Returns in your Selling Help page or a quick visit here could have avoided this dilemna....

You can try to get the buyer to return your item, but as far as ebay is concerned this is closed.....

[kensgiftshop]

@lkdnv 

Since you don't accept returns, I'm guessing the buyer filed an INAD.

On an INAD, seller has to pay return shipping.

When a buyer files an INAD, you only have a couple days to accept the return and provide a shipping label.

If you don't, buyer can ask Ebay to step in and they usually refund the buyer from your account and let them keep the item.

[albertabrightalberta]

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@caldreamer wrote:

What reason the customer gave when they opened "case against you" will determine who is responsible for shipping costs.   If customer claims "not as described, counterfeit, defective, missing parts" (Seller pays  shipping BOTH ways) but if customer used reason "changed my mind/buyer's remorse" (Customer pays  shipping BOTH ways).

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@caldreamer 

Correction to your post: 

Depending on whether the seller has a return policy or not and how the seller charges for shipping, that's what determines who pays return shipping.

For NAD returns: seller pays return shipping and buyer gets a full refund of original payment. 

For remorse returns: the buyer doesn't necessarily pay shipping in both directions. 

• If the seller has a "free returns" policy, seller pays return shipping. If the original listing had a separate shipping charge, the seller is allowed to issue a refund for just the item price (not including original shipping).
• If the seller has a "free returns" policy, seller pays return shipping. If the original listing had "free" shipping, the seller has to issue a refund for the FULL payment made by the buyer. 
• If the seller has a return policy with buyer pays return shipping, whether the buyer gets original (separate) shipping reimbursed is at the discretion of the seller. Again, if shipping was "free" for the buyer, it cannot be deducted from the refund.

[lkdnv]

First buyer said it was not authentic so I sent photos of the receipt. Then they changed to not as described due to a small ink mark on interior of the bag. All interior photos were included. You could barely see it.  It was buyers remorse.   I immediately agreed to accept the return. The problem I had was that I had to provide return shipping which is not fair and I could not figure out how to send a return label anyway.  Now buyer gets a full refund and gets to keep the bag. Not fair.  Leaving eBay. 

[albertabrightalberta]

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@lkdnv wrote:

First buyer said it was not authentic so I sent photos of the receipt. Then they changed to not as described due to a small ink mark on interior of the bag. All interior photos were included. You could barely see it.  It was buyers remorse.   I immediately agreed to accept the return. The problem I had was that I had to provide return shipping which is not fair and I could not figure out how to send a return label anyway.  Now buyer gets a full refund and gets to keep the bag. Not fair.  Leaving eBay. 

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If they opened a return request and chose "not as described," you have to pay for the return shipping label. 

If ebay ended up refunding the buyer and letting them keep the bag, that happened because you didn't respond to the return request claim. 

[lkdnv]

I did respond immediately to the return request and said I would take it back and refund in full. Buyer asked for a paid return label which I did not know how to do even after reading everything and asked that they simply send it back. This is just supporting buyers, who know how to work this system, not sellers. I’m done with eBay. 

[lkdnv]

Didn’t even know this community existed but thanks. 

[albertabrightalberta]

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@lkdnv wrote:

I did respond immediately to the return request and said I would take it back and refund in full. Buyer asked for a paid return label which I did not know how to do even after reading everything and asked that they simply send it back. This is just supporting buyers, who know how to work this system, not sellers. I’m done with eBay. 

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Did you respond to and accept the return request through the order? If you just did it through a message, that's not how it works. 

If the buyer opened an actual return request for NAD (not as described) and you checked to accept, the buyer would have received the shipping label through the claim. Then they'd just print the label, pack the item and ship it back to you. 

It sounds like you didn't actually have a claim filed and if that's the case, it's possble that the buyer went directly to their payment source (chargeback through their credit card)  and got the refund.

[broto_64]

Reviewing a few of your listings I see you have a "No Returns" policy, as you can see this doesn't prevent a buyer from seeking a refund (which is because of ebay's Money Back Guarantee).
You may wish to change your returns policy to "Returns Accepted" as this can facilitate your issuing a return label.

[kensgiftshop]

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@lkdnv wrote:

I did respond immediately to the return request and said I would take it back and refund in full. Buyer asked for a paid return label which I did not know how to do even after reading everything and asked that they simply send it back. This is just supporting buyers, who know how to work this system, not sellers. I’m done with eBay. 

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Did you actually accept the return or just send the buyer a message saying they can return it?

If you accepted the return, there should have been an option to have Ebay send a shipping label or you could upload your own.