first time dealing with customer using reshipper, help needed

[lp08ss]

hello everyone, 

as the title state i have a customer who messaged me saying the phone i had shipped was defective so i immediately trying giving advice to try rectifying the problem and stating if those dont work send back for a full refund. well they indicate they dont want to send back because shipping was too much from the domincan, well this set off a red flag to me because i could have sworn i sent it to miami, so i look and sure enough it went to miami but went through what im assuming to be a reshipper from the little bit ive looked into. so ultimately i tell the guy i dont know what else i can do for him and he comes back with give a partial refund or he will open case with ebay, so my real question here is do i just let him open a case or do i give the partial refund just to make him happy? any help is greatly appreciated! 

[justafemster]

Keep repeating "return for refund"  

You are only responsible for return shipping from Miami, not from the Domincan.   

He won't return.  

[southern*sweet*tea · Accepted solution]

If the buyer opens a case with Ebay, all you have to do is call Ebay, let them know that you shipped to an address in Miami, and the buyer had the item reshipped to the DR. Reshipping an item voids any and all Ebay buyer protection.

Have this link ready:  https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Refer to this statement in red under read our full policy>what's not covered:

Not covered

• Buyer remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller’s return policy for return options)
• Items damaged during local pickup
• Local pickup items that were not collected by, or on behalf of, the buyer
• Items not delivered, damaged during collection, or damaged during shipment when the buyer arranges pick-up or shipping of the item (for instance, the buyer arranges freight)
• Duplicate claims through other resolution methods
• Items shipped to another address after original delivery
• Vehicles (see eBay Vehicle Protection), Real Estate, Websites & Business for Sale, Classified Ads, services, Digital Content, Intangible Goods, and some Business Equipment categories (see eBay Business Equipment Purchase Protection)
• Items sold through Sotheby's

Any decent CSR should close out the case.

Now, the buyer CAN file with Paypal, but THEY would be responsible for shipping the item back to you with tracking.

Don't cave in and give a partial. You have no idea what has happened to that phone once the reshipper got hold of it.  IMO you are better protected when buyers use reshippers than you are when you ship straight domestically.

[lp08ss]

ok ill stand strong and say exatly that! really i just want to go about this the right way and hopefully avoid any negative feedback! 

[lp08ss]

ok well in the event that a case is opened ive never called ebay before, im guessing it automated but will i have a easy anough time getting to who i need to speak to ?

[missjen831]

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@lp08ss wrote:
ok well in the event that a case is opened ive never called ebay before, im guessing it automated but will i have a easy anough time getting to who i need to speak to ?

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Yes, there is no rush even when talking to the automated system

[gew6463]

Does anyone know if this (contacting Ebay concerning the item being re-shipped) will prevent the seller from getting a negative feedback from this buyer? Or maybe I should say 'get feedback removed' since the buyer probably will leave it when their demands aren't met? 

I occasionally get an order that I perceive to be reshippers, as they request the item number be written clearly on the outside front of the package, and no invoice be put inside (usually they are located nearby in California). I welcome them as they often purchase items that have sat on my Ebay shelf for longer than I prefer. However, I have never had a problem with them (no returns especially)and I hadn't really thought of the implications of an item being returned through them. I've never had a GSP return either; it's been smooth sailing with both so far. But that was also before the seller-paid returns becoming an option. 

[lp08ss]

so turns out our friend never opened a case just left me with negative feedback, do you guys think i would be able to get the feedback removed? or should i just make a polite and well thought out reply and leave it at that ?

[marinermikes]

Be glad that the buyer didn't ship it back to the freight forward company and have them send it back. Then you would be on the hook for what ever came back. Could happen yet. They have one hundred and eighty days to file with Pay Pal. If the reshipper sends it back to you, you will have no way to prove that it was sent overseas. You at least have messages stating that it went to abroad. It doesn't matter that the address you sent it to is a reshipper. Pay Pal will rule in the buyers favor because you can not provid a tracking number abroad.

Sad but true. Happened to me twice now.

[myjunqueyourtreasure]

Were they SNADs or INRs?

You wouldn't lose a SNAD for not providing a tracking # to overseas, nor an INR as the reshipper's address is the one on the PP transaction.

[lp08ss]

what do you mean i would be on the hook for whatever came back? id rather have them send it back so i could give a full refund and get my product back from someone im guessing is just fishing for freebs. or am i misunderstanding something?

[lp08ss]

from what i read this is how i thought it worked as well.