Ebay approved a customer return that has a not return policy

[3d-expressions]

So I just got an email from Ebay telling me they auto approved a return on an item I sell however I have the product listed as "No returns accepted" the reason the customer put was "Ordered by Mistake" and she said that her son misunderstood and thought it was something else. How was she able to start the return with the listing having no returns accepted? 

[pjcdn2005]

They can start a return regardless of your return policy but  if you have a no return policy and the reason is a buyers remorse reason then it shouldn't be automatically approved. You would normally have the option to refuse the return.  

But you do have a 30 day return policy on the GoT door stop..was that the item?

[orangehound · Accepted solution]

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@3d-expressions wrote:

So I just got an email from Ebay telling me they auto approved a return on an item I sell however I have the product listed as "No returns accepted" the reason the customer put was "Ordered by Mistake" and she said that her son misunderstood and thought it was something else. How was she able to start the return with the listing having no returns accepted? 

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First, regardless of how it happened .... it happened.  So, you have a return coming back to you.   These days, eBay won't change a return once it is in motion, but you can protest with eBay once it is received.

Second, given what you just wrote (remorse return reason and a no returns policy), the only thing that I can think of is that the buyer called up eBay customer service, and the customer service agent violated eBay policies and manually approved the return.

Third, to really find out, you would probably need to call up eBay customer service  and ask them what is going on.

[3d-expressions]

Sorry for the delay, this is EXACTLY what happened! The buyer called Ebay and said her underaged son used her account without permission to order my product and thought it was a game controller instead of an accessory like advertised.  The ebay rep said since it was unauthorized use with the buyers account I have to accept the return...... So now im in the hole because I also have to refund her the shipping as well... Ebay has gotten really bad with this stuff, I feel they offer no protection for us sellers. 

[monster-deals]

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@3d-expressions wrote:

Sorry for the delay, this is EXACTLY what happened! The buyer called Ebay and said her underaged son used her account without permission to order my product and thought it was a game controller instead of an accessory like advertised.  The ebay rep said since it was unauthorized use with the buyers account I have to accept the return...... So now im in the hole because I also have to refund her the shipping as well... Ebay has gotten really bad with this stuff, I feel they offer no protection for us sellers. 

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That is a CSR overstepping their boundaries. Sounds like some training is in order.

[myboardid]

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@3d-expressions wrote:

Sorry for the delay, this is EXACTLY what happened! The buyer called Ebay and said her underaged son used her account without permission to order my product and thought it was a game controller instead of an accessory like advertised.  The ebay rep said since it was unauthorized use with the buyers account I have to accept the return...... So now im in the hole because I also have to refund her the shipping as well... Ebay has gotten really bad with this stuff, I feel they offer no protection for us sellers. 

You are 100% correct, they only care about happy buyers.  Sellers have NO protection except for tracking on INRs. 

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[candiesduds]

I would call Ebay repeatedly because the return reason should not have been changed from a remorse to a SNAD. This will also count against you in your seller metrics and I would be ticked off about that as well! A child not reading a description isn't the same as unauthorized use. The parent knew the child was ordering correct? If they stated to you they thought it was something else then they knew and allowed it, the kid just messed up and bought the wrong thing.