seller returned item without starting return process. does not respond to my emails to do so.

[sitonmycar]

I'd sent a buyer a portable shortware radio. I had said in the ad title that the radio runs only off AC power - not batteries. Shortly after the received it, I received it back. I sent him an email telling him he needed to start a return process so I could gladly issue him a refund. He responded compaining that the radio did not run off batteries when I had plainly said this was the case in the title and body of my ad. Should I just refund him or wait for him to start a return?

[ads*and*ends]

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@buyselljack2016 wrote:

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@emerald40 wrote:

I do understand it is not very wise for the buyer to do it.

But the other poster and I are asking from the seller's point of view.  Why is it better for the seller when the buyer just returns it without going through the process.

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Why?

INAD +4% increase on FVF's  (even when the INAD claim is false)

Buyer seems to have paid return shipping. (they may press for that to be refunded)

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I'm asking relating to advice routinely given on the board in this kind of situation. Not this specific situation. 

[pburn]

I'm confused here as well. The buyer has paid, the seller has shipped. How can this transaction now be cancelled?

[buyselljack2016]

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@ads*and*ends wrote:

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@buyselljack2016 wrote:

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@emerald40 wrote:

I do understand it is not very wise for the buyer to do it.

But the other poster and I are asking from the seller's point of view.  Why is it better for the seller when the buyer just returns it without going through the process.

---

Why?

INAD +4% increase on FVF's  (even when the INAD claim is false)

Buyer seems to have paid return shipping. (they may press for that to be refunded)

---

I'm asking relating to advice routinely given on the board in this kind of situation. Not this specific situation. 

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As you can see, my response was not to you.

You may need to back up, and ask your question refrencing the post that you are referring to.

[blueeggsandspam]

The buyer shipped it back already. No need to open a return. Simply cancel with the buyer requested option. The buyer will be refunded in full, FVF will be refunded to the seller, the buyer is out no extra time or hassle navigating eBay's returns process, and the seller doesn't have to worry about eBay using a simple return against them in the future. This is how we used to do it before eBay stuck its nose into everything.

[buyselljack2016]

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@pburn wrote:
I'm confused here as well. The buyer has paid, the seller has shipped. How can this transaction now be cancelled?

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That is an option in the drop down window for items sold on my account.  May not be for all users.

I just did one last week. I got my hands crossed when packing the boxes for shipping.  When the 1st buyer notified me of the error I cancelled, and refunded.

Only + to it was I got a refund credited to PayPal for the overpayment on the USPS shipping label.

[buyselljack2016]

[slippinjimmy]

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@ads*and*ends wrote:

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@buyselljack2016 wrote:

---

@emerald40 wrote:

I do understand it is not very wise for the buyer to do it.

But the other poster and I are asking from the seller's point of view.  Why is it better for the seller when the buyer just returns it without going through the process.

---

Why?

INAD +4% increase on FVF's  (even when the INAD claim is false)

Buyer seems to have paid return shipping. (they may press for that to be refunded)

---

I'm asking relating to advice routinely given on the board in this kind of situation. Not this specific situation. 

---

That advice is often given when a suspected false SNAD is likely and or a buyer appears to be on their way to asking for a partial refund. It also is suggested when a seller has already agreed to accept a return but the buyer keeps insisting that in their mind there is some other way to "make it right" .

[emerald40]

I have another question

Are sellers not going through ebay, just telling buyers to return because too many returns can affect their ability to sell in certain categories?

When a buyer asks to return something, I always insist they open a case to get it on ebay books to show it happened?  Am I hurting myself doing this?

Can they simply return and I refund?  Can they pretend it did not happen and then open a case to return the same item?

[tunicaslot]

I fear people trying to slip around the system like that - is going to come back and bite us with more changes which usually end up bad for sellers.

Ebay knows - payment was made - and can see in most cases that a shipping label was generated, tracking shows and the item delivered to the buyer. 

That said - I've used that option myself as the first time going by the book - telling the buyer to open up a return req - they chose item not as described - which led to an SNAD that now counts as part of our metrics.

[emerald40]

I am still confused.

Are you saying we can get scr*w*d either way.

So what do we advise posters here.

Can I still give the return for refund option?

Should I give both?

Should I give a caveat with each one.

[goodluckselling]

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@emerald40 wrote:

I have another question

Are sellers not going through ebay, just telling buyers to return because too many returns can affect their ability to sell in certain categories?

When a buyer asks to return something, I always insist they open a case to get it on ebay books to show it happened?  Am I hurting myself doing this?

Can they simply return and I refund?  Can they pretend it did not happen and then open a case to return the same item?

---

Returns by themselves are not part of the service metrics and they are not part of the seller standard rating.  They are monitored separately by category and I am not really sure what they monitor this for other than perhaps to place limits on specific categories that a seller might demostrate issues in?

eBay has told us several times recently in the forum that any full refunds that is not connected to a resolution request will be considered an out of stock defect.

Good Luck Selling!

[tunicaslot]

I think the return for refund option is the correct one - no doubt - my concern is buyers who then either choose the wrong option or deliberately chose the item not as described so that they get free return shipping.

This is why I don't support the current system where CS won't get involved when we have documented proof thru Ebay messaging that they are returning because of buyer's remorse and not because it wasn't as described.

[collectablesofliberty]

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@ads*and*ends wrote:

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@buyselljack2016 wrote:

@sitonmycar

I believe that you can cancel using "buyer request" as the reason. No defect, as the buyer does seem to be requesting it.

You would be refunding their full payment.  FVF would be credited to your account.

Seems you have dodged the "return shipping" cost.

If a return is opened as SNAD/INAD (even if it is not) you would pay return shipping, and take an INAD ding on your  seller metrics.

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If this is possible, and I'm in no way doubting you, I'm just curious why so many on the boards advise a seller with an upset customer to respond with "please return for a refund" instead of asking the upset customer if they would like to return the item and if they respond with "yes"...then it can be initiated on the seller end, with "buyer requested" option. 

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I have had this happen once, I was able to just cancle the order and everything worked out fine. If they start a return request, you cannot cancle an order, you just refund instead.

[dbmm-media]

 I have had returns just show up with no previous communication from the buyer.

I just cancelled the order as buyer changed mind.

You could probably do the same thing. 

[collectablesofliberty]

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@fr8hvnhet0 wrote:

First off I would issue a refund and be done, take it as a buyer looking out for you since it won't show on your metrics (granted this has other implications but how about we skip that for a later discussion since I really just wanted to answer this next question).

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@emerald40 wrote:

That is two times we agree.

I have the same question

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Because doing what this buyer did places the buyer OUTSIDE ebay's protection scheme and believe me there exist PLENTY of sellers on ebay who will take FULL advantage of such a naive buyer.

To be quite blunt, the buyer just gave the seller her item back for free.

That's not entirely true, in lieu of a refund the buyer could still open a SNAD request and then send back an empty box. However the concern here is that line of thinking strays off the path. But there do exist sellers here who at this point would play dumb and in some cases it's not even a game when the seller honestly can't figure out what got returned...?

That is the real problem, thus it is always best to educate our buyers however now is not the time.

I believe now is the time to issue the refund and be done with this.

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I agree totally, I have explained to many Buyers why, for their own Protection, follow procedures eBay has in place. I have always gotten a big Thank You after the explanation is sent.