eBay emails re a "return request" border on harassment

[lookng2015]

Buyer ordered 2 x A and 1 x B and I mistakenly sent her 1 x A and 2 x B. My mistake obviously.

Rather than "contact seller" buyer opened a return request as "missing part". I have mailed the buyer the missing item A and told them to just keep the extra item B and sent them a message through the request giving them the tracking # for the part.

But so far since the "request" was opened I've had FOUR emails about the return request (in 2 days fgs)

The issue is I'm supposed to refund by the 15th and there is NO way to "respond" to the request except their options of accept return, full refund or partial refund. Apparently eBay doesn't recognise send buyer a message as a "response".

If I accept the return then what? I'm loathe to call eBay and get an inept CSR who closes it in the buyer's favour, and no response from the buyer, so what now?

[flashback-rocklin]

1st off, please never send a buyer anything more than they ordered. They just used you to get free stuff without paying for it. If you have proof you sent it (tracking number) then you may have a case with eBay but probably not.

It's NOT your fault...it's eBay's...their policies are atrocious when it comes to things like this. They do not regognize a message sent as a "response". When they say "respond" they mean "do whatever the buyer says and accept this return or we'll punish you".

If they haven't sent anything back to you then you don't have to refund anything. If anything I would accept the return and have them send things back and issue the refund then, depending on how much things cost and cost to ship. But I usually accept it just to stop them from getting it for free. Sometimes they don't return it at that point.

I would wait until the day after you're supposed to "respond" and contact ebay to give them the tracking number of the replacement item and have them review the messages that were sent where you provided them the tracking. Make sure you get confirmation eBay closing the case in your favor and get an SR (service request) number from them on case they screw up and don't do what they say. If they say that they are not going to side with you, TELL THEM SPECIFICALLY that you don't want to open a case! Otherwise you'll get a "ding". Again, document it all and get that SR#.

[lookng2015]

I didn't send them "more than what they ordered". I stuffed up the order and sent the wrong items, so it's on me to fix it which I have by sending them what they actually ordered.

The issue is if I accept the return then I'm expected to send a label for the return or eBay will.

[blueberryjellyfish]

Call eBay, tell them a replacement was sent with tracking and ask for an extension on the case to allow for delivery of the missing item.

[lookng2015]

And like the thread title says, I'm more po'd about the # of emails I'm getting about it.

[lookng2015]

Yeah, thinking I'll do that tomorrow. Too tired to talk to CSR right now.

Unfortunately the buyer is a 1FB buyer so may not even get the message I sent.

[gramophone-georg]

eBay is just WAY too involved in things they have no understanding of. Honestly I wish they'd just get out of the way and let sellers sell and buyers buy!

[lookng2015]

Yep. If ONLY the buyer had contacted seller instead of opening a return this would have been an easy fix. Now ity's a whole can of worms I don't want to deal with.

Last thing I need is an unresolved by seller strike on top a eBay initiated refund.

[the_fancy_fox]

How long do you have till you have to respond vs your replacement is delivered?

[lookng2015]

I have to 'respond' before the 15th and I just mailed it to CA FCP this morning.

I'll call tomorrow as the replacement tracking will show movement by then.

[the_fancy_fox]

My thought would be to wait as long as possible then accept the return. If the buyer doesn't use the label you will not be charged.

meantime I would contact the buyer and explain the whole mess.

i have done a few doozies in my time as well.

as for all the eBay emails, i got tired of how many I was getting and had my mail program kick them into their own file.

[lookng2015]

My concern is the newbie won't read the messages to her and actually use the label to return, not realising the item I left out is on it's way.

[the_fancy_fox]

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@lookng2015wrote:
My concern is the newbie won't read the messages to her and actually use the label to return, not realising the item I left out is on it's way.

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it's a possibility. Take your best shot it's all you can do. Call CS and see if they will give an extension.

[ted_200]

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@lookng2015wrote:
Yep. If ONLY the buyer had contacted seller instead of opening a return this would have been an easy fix. Now ity's a whole can of worms I don't want to deal with.

Last thing I need is an unresolved by seller strike on top a eBay initiated refund.

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They may well have tried contacting the seller, but eBay throws up a lot of re-directs designed to get them to open a case...

[castlemagicmemories]

This new buyer may have no clue as to how things work; and that breeds anxiety.   That anxiety may be causing the 4 emails in two days.  They may not be aware that they should contact the seller first, before opening a case.  They are new and their trust level may not be high.

I understand it is frustrating for you, but with one feedback, they may be panicking that things have gone wrong already on their second purchase.

Hopefully this will all be resolved soon.