eBay

laysa841 · ‎04-13-2020

Hello!

I am a bit confused here.

I have sold of few of these particular shirts. There was only 1 left.

April 6th, the buyer purchases the girls shirt (the very last one I had left). On the April the 8th, the item is packed up and is taken to the post office. A little while later I receive a message from the buyer "I just bought this shirt thinking it was a junior girls as I was told this by another seller that had the same shirt available but in a larger size... now I see another listing with the shirt being worn by a little girl so I am really confused.. could you let me know thanks". She sounds polite, and my response to her is that the shirt is girls size (The title clearly says GIRLS). That was it, nothing else from the buyer.

Today I receive the return request with

**Reason
Doesn't match description or photos
Comments
Item had a guaranteed delivery for Friday April 10 but did not arrive till Monday ... Do not need or want now .**

The item does match description, the item was shipped out in timely manner. I do not see how I am at fault here.

I do not have return option in my listings.

However when I see return request details, I do not see decline request option anywhere.

****Select a reply
Accept the return
You pay for shipping and can send our return label or your own. Wait to get the item back before you refund the buyer.
Offer another item just like it
The buyer can still decide to get a refund instead.
Offer a different item
The buyer can still decide to get a refund instead.
Give a full refund
You fully refund the buyer to close this request. The buyer keeps the item.
Offer a partial refund
You have one chance to offer an amount. The buyer keeps the item.
Send the buyer a message
You can reply to the buyer.****

I can't get ahold of ebay (guess they work remotely these days, and there are no representative on the phone). I am really not sure how to proceed with this.

cream_couture · ‎04-13-2020

You can email eBay or contact them via Facebook or twitter. I believe eBay handles deliveries outside of the guaranteed delivery time frame (I thought it was buyers received a $5 eBay credit). Facebook and Twitter is quicker way to get a hold of eBay, so I would contact them ASAP before responding to your buyer.

BTW - Your buyer obviously is making up an excuse to get a return funded by you. COVID-19 is slowing shipments in some areas, so I would think she would be more understanding, but obviously she is not.

laysa841 · ‎04-14-2020

Thank you for your response.
I did report the buyer explaining why and how, not sure how fast that would go through.

I will get ahold of Ebay on FB and email to see where I get response first.

thanks again.

azaz_8302 · ‎04-14-2020

@laysa841 wrote:
Today I receive the return request with

**Reason
Doesn't match description or photos
Comments
Item had a guaranteed delivery for Friday April 10 but did not arrive till Monday ... Do not need or want now .**

I can't get ahold of ebay (guess they work remotely these days, and there are no representative on the phone). I am really not sure how to proceed with this.

That's a valid return request. It's the experienced eBay reps handling online customer support now, so they would know this and tell you Doesn't match description or photos is valid when an item arrives late, because it didn't meet the expectation set by the listing, and the buyer can return the item with a prepaid label from the seller.

leyla8484 · ‎04-14-2020

I get the part where it was late in delivery to the buyer. However the item has been shipped out withint 2 day handling time ( is what my every listing says) , i was not late at my end. I don’t get why the fingers are pointed at me here? How am I responsible for USPS processing time and eBay ESTIMATED GUARANTEED (I don’t see how these 2 words can even be in one sentence) delivery?

orangehound · ‎04-14-2020

@leyla8484 wrote:
I get the part where it was late in delivery to the buyer. However the item has been shipped out withint 2 day handling time ( is what my every listing says) , i was not late at my end. I don’t get why the fingers are pointed at me here? How am I responsible for USPS processing time and eBay ESTIMATED GUARANTEED (I don’t see how these 2 words can even be in one sentence) delivery?

It is not your fault, but the performance of the delivery service is considered part of your service, so if they are late with the delivery then it can be used to justify a Money Back Guarantee claim for SNAD/INAD. Here is a comment from an eBay employee on this matter:

https://community.ebay.com/t5/Shipping-Returns/Can-eBay-force-a-refund-for-2-days-later-than-estimat...

Regardless, you MUST act on the return claim according to the choices that you were given by eBay ... do it before the deadline. I know it is unfair. I know that it will make you angry. But, let me be clear, there is no option to somehow get this claim voided ... eBay will not stop even the most blatant abuse of the Money Back Guarantee any longer. If you do not act, if you try to battle the customer, or if you think eBay will "make it right", then you will suffer should the buyer escalate the claim ... or if you are naive enough to escalate the claim (sellers should never, never, never, never escalate a Money Back Guarantee claim).

Make your choice from the options. Fume. Move on. Yes, it sucks, but that's the system. You can always appeal the situation after receiving back the item and refunding, but eBay has been hands-off for the last 4-5 months.

Then, if you believe the buyer is in the wrong, report the buyer for abusing the Money Back Guarantee claim.

laysa841 · ‎04-14-2020

I understand where you are coming from and sometimes this is the price of doing business.

I am not arguing but I am curious about what good does it do for me to accept return, pay return shipping label (it was free shipping for a buyer at first place, so I would be paying twice) and then when this is over and dealt with report a buyer for abusing money back guarantee later? She gets what she wants (for a record, she does have very good feedback rate as a buyer with over 1000 reviews). I believe she is a good buyer and made an honest mistake buying the wrong size and now is trying to back out of sale every way possible. However I seem to be a punching bag here when I did not even do anything wrong lol

laysa841 · ‎04-15-2020

Here is the outcome.

I felt like I was being taken advantage of by the buyer, so I did have Ebay involved: emails were no help, I got a standard reply that Ebay encourages me to accept return, I was under impression that the representative did not even look into the issue, so that road was closed for me.

I sent a message via Messenger, about 6 hours later, they got back with me. Long story short, the buyer got a full refund (without returning the item), I got to keep my money, the return request case was closed without impact on my account, Ebay took the blame.

So hopefully this information is helpful if you go through the same issue...

orangehound · ‎04-15-2020

@laysa841 wrote:
Here is the outcome.
I felt like I was being taken advantage of by the buyer, so I did have Ebay involved: emails were no help, I got a standard reply that Ebay encourages me to accept return, I was under impression that the representative did not even look into the issue, so that road was closed for me.
I sent a message via Messenger, about 6 hours later, they got back with me. Long story short, the buyer got a full refund (without returning the item), I got to keep my money, the return request case was closed without impact on my account, Ebay took the blame.
So hopefully this information is helpful if you go through the same issue...

Thanks for sharing. That's the first time I've seen eBay do that in the last 5 months ... perhaps they are actually covering buyers on a case-by-case basis for late deliveries during this pandemic. A lot of sellers will be eager to see this type of situation backed by eBay.