Automatically approved return on "doesn't match description" listing?

[tori_729]

I received a return request from someone asking for a partial refund, claiming that the doll I sold her has "cut hair" and she can't use it as a gift. I'm usually good about defects when listing and didn't see anything major to an extent that it needed to be mentioned. Anyway, I was unable to message her in the return details or communicate at all, which I thought was odd, so I messaged her about it and asked for some pictures and more details and if we could work it out. 

An hour later, tracking shows up in the return details which appears that she is shipping it back.

I'm a little confused. I thought that returns like this wouldn't automatically be approved. Am I responsible for the return shipping cost now?

[donsdetour]

"Am I responsible for the return shipping cost now?"

I am not sure, but most likely you are.

[kensgiftshop]

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@tori_729 wrote:

Am I responsible for the return shipping cost now?

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Yes, they will charge you for the return shipping.

[tori_729]

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@kensgiftshop wrote:

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@tori_729 wrote:

Am I responsible for the return shipping cost now?

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Yes, they will charge you for the return shipping.

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Ok, but why did Ebay automatically approve it? I thought there was a process of negotiation that would take place? 

Per the return policy: If a buyer wants to return an item within a seller's return window, or if they received an item that doesn't match the listing, they need to submit a request to return the item. The seller should address the buyer's concern and offer a solution, such as accepting a return or offering a replacement or refund, within 3 business days. If the seller doesn't respond to the return request, we may refund the buyer and seek reimbursement from the seller without requiring the buyer to return the item to the seller. In some cases, we may automatically accept a return request on the seller's behalf.

So is this "in some cases"? I don't understand! Makes me mad the way ebay handles this stuff w/o our consent!

I even enclose a note in every package saying if they are unhappy to contact me directly. Ughhghghg.

[tori_729]

Am I also obligated to refund her the full amount including the shipping when I receive it back? 

[refurbgaming]

You have over double my sales and I'm surprised this is new to you. I don't mean any offense by this - I'm just saying you've been lucky to not have had to experience eBay's incompetence before this. 

You are correct - you have to pay for return shipping and must issue a full refund to the customer (it will be automatically deducted from your PayPal account) cost of doing business I guess. 

[tori_729]

Honestly, I've been really blessed to not have SNADS - like I don't even remember the last time. Most of them are just remorse ones and half of those don't even send back.

I was just under the impression I would have to approve the return b/c it's a SNAD. Is this not the case anymore?

[bonjourami]

No seller has to 'approve' a snad return, Ebay expects you to respond promptly with refund after return.

[myescape]

Yes you refund the entire amount she paid or ebay will do it for you

[myescape · Accepted solution]

https://pages.ebay.com/seller-center/service-and-payments/returns.html

1.In most cases, we will automatically accept return requests and provide a return shipping label to a buyer wishing to return an item if an eBay label is available.

[dede394]

[goldguy22k]

What is the reference for this graphic?  Link please.

With eBay generated return labels - could this be a good thing for the small seller?  Wouldn't eBay's buying power allow them to generate labels from a commercial USPS "returns program" that are substantially cheaper than straight postage a seller could generate?

[dede394]

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@goldguy22k wrote:

What is the reference for this graphic?  Link please.

With eBay generated return labels - could this be a good thing for the small seller?  Wouldn't eBay's buying power allow them to generate labels from a commercial USPS "returns program" that are substantially cheaper than straight postage a seller could generate?

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https://ir.ebaystatic.com/pictures/sc/sr182/faster-returns-experience_1.jpg

eBay buys USPS Return Service labels, committing to generate at least 10,000 returns per year, and pays the same average price per label, whether it weighs 1 ounce or 70 pounds.

eBay then turns around and charges buyers and sellers any price they wish for each return label.

[tori_729]

This makes me mad. So there's no way to make a case - if I buyer isn't happy, they can just claim SNAD and send it back and get a refund right away, no questions asked? Then we are out all of our money?

I guess the seller can make a case if they don't receive it back or if they receive it in worse condition/damaged etc.? What happened to working it out?? Super frustrating.

[tori_729]

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@myescape wrote:

https://pages.ebay.com/seller-center/service-and-payments/returns.html

1.In most cases, we will automatically accept return requests and provide a return shipping label to a buyer wishing to return an item if an eBay label is available.

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This says it's only for Managed Payments users but I'm assuming it's for everyone now?