Buyer wants a return after 30 days

[ggij-97]

Just wanted  opinions from other sellers about this return a buyer started, even though I know what the solution is. The buyer requested a return saying that the dvd/vhs player wasn't working right, but it's been more than 30 days since they bought it and got delivered , so it's up to me to decide if I accept the return. Weird thing is that it was working when I shipped it and even if it got damaged during shipping I would've assumed that they would want to start a return days after it arrived. I've never had a return like this so I'm not sure what's the best solution is. 

Thank you for your time. 

[kensgiftshop]

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@ggij-97 

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If they had it more then 30 days, you can deny the return on Ebay.

If they paid using Pay Pal, they have 180 days to file a claim, but they'll have to pay return shipping.

[duncanvr]

If your returns policy is 30 days then you have every right to refuse the return and explain to the buyer they are out of the returns period. They can still try to raise PayPal claim as well if they are really wanting a refund. The next thing is all they have to do is open a charge back at their bank and you would lose the money and item. Depends how badly they want a refund. You have to weight up the pros and cons on if it is worth accepting it and see what they send back and then if you accept then could you resell it again.

[caldreamer]

I think they are covered by EBAY guarantee by claiming "defective item" and can return it after 30 days period.   Probably best to allow the return...otherwise they will contact EBAY and they will give them refund (and let them keep DVD).

[kensgiftshop]

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@caldreamer wrote:

I think they are covered by EBAY guarantee by claiming "defective item" and can return it after 30 days period.   Probably best to allow the return...otherwise they will contact EBAY and they will give them refund (and let them keep DVD).

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No, they only have 30 days from the time they receive it to file a claim on Ebay.

Once the MBG expires, Ebay won't get involved.

[mam98031]

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@caldreamer wrote:

I think they are covered by EBAY guarantee by claiming "defective item" and can return it after 30 days period.   Probably best to allow the return...otherwise they will contact EBAY and they will give them refund (and let them keep DVD).

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Nope.  The MBG is 30 days.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

@caldreamer 

[reallynicestamps · Accepted solution]

You can refuse returns but you cannot refuse refunds.

While the 30 days from delivery window that eBay allows for Disputes is up, as others have said, the buyer still has 180 days from payment for a Paypal dispute.

Since you are sure the player works fine, tell him to open a Dispute with eBay first "to keep the record straight".

Be polite, professional and friendly.

Now.

If the buyer is faking (and if you have a No Returns policy this is not unusual) he may just go away because he doesn't want to be on eBay's radar.

You can demand a return before refunding, even with a No Returns policy. This surprises some scammers- but if he doesn't return it, you keep the money.

If he honestly has a problem, you may be required to send a Return Shipping Label. Do it.

When you get the player back, working or not, refund.

Now.

When he can't, because the deadline has passed, tell him he can go to PP with the Dispute again "to keep the record straight".

You don't have to tell him how to do that. We're all grownups here.

However, PP demands that the Buyer pay for tracked return shipping.

That will stop a scammer since he wants to have both the item and the refund, and he can't have either unless he pays to return his purchase.

If you get the player back, working or not, refund.

Not refunding on return will give you a Defect which is more expensive to your selling account than the cost of shipping or even of accepting a non-working return.

You should always be polite and professional, but you don't have to wait on him hand and foot. He can figure out the Resolution process himself. Eventually. This is a guy who took 30 days to figure out that his new DVD player didn't work.

Politely-- Captain Malcolm Reynolds

[coyo2986]

Hello, just read your article and know you are very professional in this field. So can you pls do me a favor and tell me what I should do in my case?

I bought a old camera lens from a French seller in Sept 23th and received at early Oct.  But found it now as descrived as soon as I got it, so I immediately sent message to seller and open a case at eaby. Seller agreed the return and I paid the UPS for shipping lens back to him.  But unexpected France custom charges about 200 euros duty of the lens and seller refuse to pay. I asked ebay and ebay said it's seller's responsibility to pay for it. But he refuse to sign the package for almost a week, because the lens value is very high(6000 euros) and I was very anxious it may get lost during the time, and ebay customer service won't provide much help so I filed a dispute in PP as well( big mistake!).  Then ebay close the case and let PP in charge of the dispute. I sent PP all the info I got but they said ebay and pp are different companies and PP won't continue with ebay's unfinished case.... 

   Later I called the seller asked him sign the package first, and let PP decide who should pay for the duties. And seller did sign it.  But when PP asked him if he received the parcel or not he kept silent, so I had to ask UPS provide me a proof of receipt. but 10 days later seller told PP there is condensation inside the lens!  and I know it's totally bull**bleep**, I kept the lens at my place just 2 days, however PP asked him provide a proof. Till now the case is unsettled and seller relist the lens and sell.  It's very easy for the seller to fake a proof because he is a professional camera seller.

  Can you please tell me what I should do in this case?  Seller talked to me by whatsapp and want a 400 euros refund and I declined.

[inhawaii]

Dear Customer,

I'm sorry but you have exceeded ebay's 30 day money back guarantee.

If you have questions about this policy, please contact ebay directly.

I reckon that should take care of things.  I wouldn't even mention or bring up paypal.

Good luck and stay safe!

[calntom]

I had one of these in the past year.  Buyer was about 90 days out if I remember correctly. EBay opened a return for the buyer.  I refused the return and the case was closed. End of Story.

Inhawaii's response is a good one. Just make sure to refuse the return if that is your choice. 

[1tuna]

..............general reply..................

I get plenty of retunrs so I am used to them.A return that is past the 30 day MBG will look different than it normally does and that is your 1st clue that its different

any returns started aftter 30 days can be closed easily by just saying no to the return in the dispute console.

once you click that button its over and goodbye goes the dispute

[reallynicestamps]

You made an (understandable) error. The lens should have been marked "Return Merchandise" to avoid those customs fees. 

And it is always best to keep any conversations on eBay, because that leaves a record for eBay.

I doubt PP has access to eBay Messages however.

I'm not familiar with What'sApp, can you screenshot the messages for Paypal or is it one of those instant disappearance apps?

So at the moment there is an open Dispute on Paypal, the seller has paid the customs fees, he go the lens back listed and sold it.

At this point PP has asked him to provide proof of the damage.
Since you can see the relisting, perhaps you can forward it to PP as evidence of its quality. 

Hmmm- he sold it in France? And in French? It would be helpful for the PP clerk to be able to read the description that re-sold the item. Google Translate would be your friend here.

Was the lens resold for more?Less? The same?

And your seller can get his customs fees back by notifying the French customs with copies of the original paperwork that the lens was returned merchandise, and getting those import fees refunded. Given the French bureaucracy-- well they invented the word "bureaucracy".

All I can add is PP is slightly slower than the mills of the gods, but what you say does sound as if PP is leaning to your side. Slightly.

[jbjbj_7]

Solution is to deny return. 

[monster-deals]

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@duncanvr wrote:

The next thing is all they have to do is open a charge back at their bank and you would lose the money and item. 

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Maybe. That isn't a slam dunk.

[ggij-97]

Thank you to everyone who replied, appreciated.