Buyer Returning Item - Help!

[jdh219]

I recently sold an item, and the buyer wants to return the item because he says the box was damaged in shipping.  I'm not going to argue with him, and will go ahead and refund the item.  (Even though it was stated in the auction that I do not accept returns).  However, I do not feel that I should be responsible for return shipping, so I asked the buyer to pay/ship through paypal.  He wants me to send him an ebay shipping label (which means that I will be paying for shipping twice - on an item that I was not planning on accepting returns).   Please help!  What can I do?

[soh.maryl]

It's surprising that you've apparently not read eBay's Money Back Guarantee for buyers.  It's present in every listing and should be required reading for both buyers AND selling.

First of all, your "I do not accept returns" policy means nothing in the face of eBay's MBG.

All that buyer has to do is open an item not as described case and you will be required by eBay to send him a prepaid return shipping label.  When you receive it back, you are required to refund him his entire payment.

Suggestion:  A little more reading.  

[jdh219]

Sorry - you're right, with all of my free time, I have not read ebay's MBG policy.  Thanks for answering so kindly. 

[48hrs-clothing · Accepted solution]

Returns for INAD or damaged in transit must be accepted. That is distance selling and consumer protection law that eBay and all sellers must adhere to.

Please make sure that buyer opens a return case.

If he opens an INAD then eBay will automatically offer him a pre paid return address label.

If he opens any other kind of case known as remorse then he will have to pay return postage either to eBay OR postal service provider of his choice and upload tracking on the case.

Please issue a refund only after you have received and examined the item and if you feel buyer has abused the return procedure then report him to eBay. This should help avoid any defects on your account.

If I was in your shoes I would not involve pay pal or any one else in this transaction and I definitely will keep my communication to a minimum otherwise this may become you said I said argument.

Hope this helps.

[powell-memorabilia]

@jdh219 

Well, it wasn’t the nicest of replies.  You should understand that good sellers can be upset by a return policy that makes eBay sellers look like schemers.  If an item is damaged in transit, you accept the return, and you pay for the return shipping.

[1tuna]

the best course of action would be to get the buyer a return label and put this in your rear view mirror

[jdh219]

I absolutely understand that - and that is very frustrating.    I have never had an issue selling anything on eBay and have never had a buyer ask for a return.    I truly feel that this is much more buyers remorse and not item not as described.  However, it seems as there is nothing eBay does to protect sellers in cases like this when the buyer does mark it as item not as described.  Therefore, there are no options, and I must accept the return.  

[kensgiftshop]

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@jdh219 wrote:

I absolutely understand that - and that is very frustrating.    I have never had an issue selling anything on eBay and have never had a buyer ask for a return.    I truly feel that this is much more buyers remorse and not item not as described.  However, it seems as there is nothing eBay does to protect sellers in cases like this when the buyer does mark it as item not as described.  Therefore, there are no options, and I must accept the return.  

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Once the buyer files an INAD, there isn't much a seller can do.

You can refund the buyer and let them keep the item.

Or accept the return and pay return shipping.

Even if it is buyer remorse, it doesn't matter to Ebay, all they go by is what kind of case the buyer files.

[soh.maryl]

Can you explain what part of my message "wasn't the nicest of replies"? 

[charlotteslyesoap]

It sounds like instead of an "Item Not As Described" issue, this should be a "damaged in shipment" issue.  Isn't that why EBay suggests we use Priority Mail service and/or purchase insurance?  Depending on the value of the item, I realize purchasing insurance is not always practical.  Items valued at $50 and under automatically have insurance when shipped with USPS Priority Mail Service.  Has the Buyer sent you photos of the damaged box?  If insurance was purchased, has anyone contacted the carrier (USPS, FedEx, UPS, etc.) ?  Has anyone had experience filing a claim and receiving a refund from the USPS, FedEx, or UPS?  I haven't and I'm curious how the process went.

[jdh219]

That’s a great thought/question!   I did purchase additional insurance for the shipment (based on how much the seller paid).  So the item was insured for the same amount that he paid.  I did ask for pictures of the item, and he did send a few.   There were a few creases on the box that were not there when it left my house.   

is there anyway to proceed with an item damaged in shipment case?  or since the buyer has already tag the auction as item not as described, am I out of options?