Buyer wants to return item

[kiddiewinks2008]

A buyer who bought an item from me wants a refund as they claim to have not received the item. They are from Germany and bought the item on 7th June. They have opened a case in the reolution center. This is the first corrospondance i have had. Are the entitled to a refund after this length of time?

[kiddiewinks2008]

It is looking that way. Thank you. 

[Anonymous]

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@kiddiewinks2008 wrote:

 I understand hat you are saying but we have have more items go missing in the UK than the rest of the world combined.

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And how do you handle those claims that do not show tracked as delivered?

[Anonymous]

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@kiddiewinks2008 wrote:

It is looking that way. Thank you. 

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It sucks!!!

You may seriously also want to look into the EU consumer directive and what you have to do to comply.  You've left yourself wide open to 1 year and 14 day returns from any of the 28(?) countries in the EU.

[kiddiewinks2008]

We put a claim in with Royal Mail. Long winded and a pain in the back side but at least we get our money back. (But why doesnt the item come back with the return label on it???)

[hafoster]

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@kiddiewinks2008 wrote:

we have have more items go missing in the UK

than the rest of the world combined.

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So something is rotten in your kingdom as well.

But why your title "Buyer wants to return item" if not received?

[Anonymous]

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@kiddiewinks2008 wrote:

We put a claim in with Royal Mail. Long winded and a pain in the back side but at least we get our money back. (But why doesnt the item come back with the return label on it???)

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You're on eBay US's forum and not the eBay UK's forum.  We don't know how Royal Mail works. 

[kiddiewinks2008]

My mistake Hafoster. They did not (?) receive it. And yes, lots of crooks in the UK.

[kiddiewinks2008]

USA forum, really? I dont know how thats happened. I just clicked on the forum to ask a question.

[mr_lincoln]

@kiddiewinks2008

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@kiddiewinks2008 wrote:

Mr Lincoln

1. I do not us the global shipping programme.

2. I did not use electronic tracking.

3. The estimated delivery date was 16th June and the claim is in ebay resolution center.

4. The buyer is asking for a full refund ckaiming they did not receive it.

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Unfortunately none of that is good for your case ... if you do not respond to the claim the Buyer can escalate it when it times out and force the refund or it will simply close in their favor.  Really sorry this happened to you ... but you may want to keep an eye out for the item for sale from the UK ... you never know.

[green-night]

@mr_lincoln   -- it has been established that the OP's buyer is beyond the timeline for MBG protection. 

It has always surprised me that ebay allows "cases" to be opened beyond the deadline for doing so.  Because they aren't really "cases" at all but really just a way for the buyer to communicate or so says ebay. Since OP's buyer is outside the MBG window (providing all dates OP provided are accurate), there is no way a case could be decided in the buyers favor. 

[mr_lincoln]

@kiddiewinks2008

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@kiddiewinks2008 wrote:

USA forum, really? I dont know how thats happened. I just clicked on the forum to ask a question.

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Well it sounds like you are from the UK then?!?  Then let me be the first to say Welcome and thank you for stopping by the US Community!  Again, sorry you are having the issues with your transaction and hopefully you found some answers here. 

[mr_lincoln]

@green-night

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@green-night wrote:

@mr_lincoln   -- it has been established that the OP's buyer is beyond the timeline for MBG protection. 

It has always surprised me that ebay allows "cases" to be opened beyond the deadline for doing so.  Because they aren't really "cases" at all but really just a way for the buyer to communicate or so says ebay. Since OP's buyer is outside the MBG window (providing all dates OP provided are accurate), there is no way a case could be decided in the buyers favor. 

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Yes, but I wanted to verify that and make sure it was a late eBay claim and not an "up to" 180 day from delivery PayPal claim.

[7606dennis]

Germany is noted for having pretty strict consumer protection laws and being that the seller is located in the UK where the UK's Distance Selling Rules apply, I would probably suggest addressing this subject on the UK or German eBay boards.

[missjen831]

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@green-night wrote:

@mr_lincoln   -- it has been established that the OP's buyer is beyond the timeline for MBG protection. 

It has always surprised me that ebay allows "cases" to be opened beyond the deadline for doing so.  Because they aren't really "cases" at all but really just a way for the buyer to communicate or so says ebay. Since OP's buyer is outside the MBG window (providing all dates OP provided are accurate), there is no way a case could be decided in the buyers favor. 

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Now that eBay has made it clear that they expect the seller to take care of the buyer PERIOD, it does not surprise me that eBay allow a case to be opened after the MBG period. They would prefer the seller keep the buyer happy and issue a refund or send a replacement or accept the return & refund in full period because they want happy buyers! That's why they allow late cases that can't be escalated to eBay. I really think it's done in part to trick sellers into refunding. Because the buyer can always contact the seller directly and eBay could easily direct the buyer to send a message rather than open a request after the 30 days are up. The seller could still work with the buyer without a request being opened. 

[green-night]

 I really think it's done in part to trick sellers into refunding.

Me too.