Declining buyers return request

[nomatchingshoes]

I'm a relatively new seller here and this is my situation: My Buyer created a return request "10 days" after receiving the item on a listing for a pre-owned item that states "No Returns".  Buyer indicated item "arrived damaged" but she also stated in the initial comments section of the return request form and in subsequent messages to me that the item was actually just "more" worn than she "expected" it to be based on the photos and description and didn't contact me within the required 3 days as noted in the listing for any returns to be considered because it was a gift to someone and she didn't want to open it right away.  I immediately responded to buyer clearly outlining the reasons I was declining the return request making sure to point to the listing in support of my decision, including the photos, item description, time frame not met to request a return and that she had admitted in the comments that the item didn't actually "arrive" damaged, it just wasn't what she was expecting.  After a few polite exchanges within a 48 hour period from the date the return request was created the buyer understood that I was firm in declining her request.  It is my understanding that there is a 3 day time limit in which to try to resolve issues amongst ourselves, however, I have not heard back from the buyer or from Ebay that the buyer lodged a formal complaint or generated any other action and we are now approaching day 3 and my money is on hold due to the open return request but I do not want to ask for Ebay's intervention if I can avoid it. So here's my question - Am I required to ask eBay to help before the 3 day time frame expires or will eBay automatically intervene if no action is taken within a certain time frame? Sorry it took so much back story to get to my question but I wanted to make sure I covered all the basis. As always, any help is truly appreciated.

[edwedw8383 · Accepted solution]

No, eBay does not step in automatically, but it's now a race who hits that button first, as soon as 3 business days lapse. When that happens, policy states:

When an item isn't returned to the seller

In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:

• The seller chooses not to accept a return request when they offered returns in the listing, or the return request was opened because the item was not as described
• The seller did not provide a return shipping label or funds for the buyer to return the item

[orangehound]

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Allow me to give you some advice/thoughts:

Buyer indicated item "arrived damaged"

This is a Money Back Guarantee return reason.  There are several other reasons that are similar.  With a MBG claim, the buyer has a lot of power ... they can force you to refund by escalating the return into a "case".  Should they do this, eBay will only look at the return reason - no messages, photos, dialog, pictures, listing, etc.  Since this is a MBG claim, should it get escalated to a "case" by you or the buyer "asking eBay to step in", then eBay will (a) force the refund, (c) you lose eBay fees, (c) you will get a nasty seller defect, and (d) the buyer may be able to keep the item.

If you want to be a serious seller on eBay, you never want a return escalated to a claim ... you will lose.

I do not want to ask for Ebay's intervention if I can avoid it. So here's my question - Am I required to ask eBay to help before the 3 day time frame expires

You NEVER want to escalate a Money Back Guarantee return into a claim ... that's like taking a hammer and hitting yourself on the forehead.  It only serves to punish you.

...  or will eBay automatically intervene if no action is taken within a certain time frame?

They haven't intervened in the past, and I'm pretty sure they haven't started doing this.  The buyer or the seller has to press that button ... if neither "asks eBay to step in", then the return request eventually expires.  But, again, it is risky not to settle a MBG claim, because the seller might "ask eBay to step in".  Perhaps your buyer will not ...

a listing for a pre-owned item that states "No Returns".

Just to be clear, on eBay "no returns" does not mean "no returns, no refunds, all sales final".  If the buyer's opinion is it the received item is "not as described", then they can activate a Money Back Guarantee claim to force a refund ... it is up to you whether you take the item back, but eBay often assumes that a "no return" policy means that you don't want it returned, even though you have to refund the buyer's money.

didn't contact me within the required 3 days as noted in the listing for any returns to be considered

eBay has standard return policies that all sellers must adhere to.  Anything that you put in your listing regarding returns that is not consistent with these return policies is unenforceable.

[nomatchingshoes]

WOW - that is a lot to think about and does seem more than a little one sided but I guess if I want to play ball with the big folks than I have to make a decision as to what side of the bank statement I want to land on!  Thank you very much for your quick response and bountiful insight into the "real world" of online sales.  Stay safe and thank you once again for your guidance  :~) 

[nomatchingshoes]

Thank you for the quick and informative response -  I am learning more and more each day about this wonderful world of online sales  ;~) 

[cantonhouse]

It doesn't matter. They will find for the buyer, and you will have to pay for shipping both ways.  

[nomatchingshoes]

Thank you for taking the time to respond. I decided to go ahead and accept the buyers request to return the item rather than take the risk of having a seller's defect on my record - which I'm still trying to reconcile in my head as I believe this was a clear cut "buyers remorse" situation! But there's no point in crying over spilled milk - life is too short and I'm just going to move on and add it to my rocking chair stories. Be safe and thank you again for taking the time to help out a "newbie" ;~)