Respond to message asking for return?

[irlandaise]

A few weeks ago, I sold some NASA lithographs to a buyer in Europe (I'm in the U.S.). I used Global Shipping, so the buyer paid me for the domestic shipping and I don't know what transpired between him and eBay for the overseas shipping costs.

When he received the photos, he said they were the "wrong format" and he wanted to return them. I asked what he meant by "wrong format" and he said he wanted A3. That's a European paper format, not anything that NASA would use. My item descriptions clearly indicate that the lithographs are 11"x14". (A3 is about 12"x16".)

He filed a return request, which I denied. Now he's written to me again asking to return the photos. Should I respond? Although this was clearly his mistake, if he were in the U.S., I might accept the return as long as he paid for mailing. But I don't want to get tangled up in a global shipping issue. Would eBay maybe try to recover their shipping costs from me?

Also, I thought that my response to eBay about the return request would be archived somewhere, but I can't find it. Are they not stored like eBay messages? I can find his request but not my response.

[pjcdn2005]

If you were able to deny the return they must have used a buyers remorse reason and you must have an international no return policy.  When they did the return request, what was their reason? 

When a buyers files a remorse return they are responsible to pay for the full return shipping. The GSP does not support remorse returns so they would not refund the import fees or international shipping portion. You would have to refund the amount they paid for the item but I'm not sure if you would have to refund the domestic portion of shipping...normally you wouldn't have to for a remorse return but I'm not sure how it would be set up with the gsp. If you let them know that any amounts paid to Pitney Bowes won't be refunded, they might decide they don't want to return.

If they paid with a credit card there is the chance that they would file a not as described case with the cc company.  I'm not certain what would happen in that situation although you could end up losing the money and not get the item back.

[irlandaise]

Hi, PJ, thanks for helping.

As mentioned, the buyer said the photos were the "wrong format." In fact, they were just as I described them; they simply weren't the format he preferred. Here is what the buyer put in his return request:

Reason

Just didn't like it

Details

Wrong format

I declined the request on May 4th, citing the same information I  provided in this thread, that the items were as described, and that the buyer had purchased them knowing their actual dimensions. I didn't hear any more until the buyer sent me another message today.

You mentioned, "If you were able to deny the return they must have used a buyers remorse reason." Does that mean that an eBay reviewer accepted my response? Or is the return-request process automated and it got closed simply because I said I was declining the return? (I have a no-return policy on both domestic and international sales, although of course I would accept a return if I made a mistake, but that wasn't the case here.)

Thanks!

[pjcdn2005]

It means that they used a buyers remorse reason 'just didn't like it' and that the  system allowed you to decline it because you don't accept returns...it is automated.  If they had used a reason such as 'wrong item sent' or 'not as described' you would have had to either accept the return and pay for return shipping or refund without a return. Those would be your options even if the item was as described. You can sometimes appeal a portion of the return after you receive it back if the return was damaged or opened under false pretenses but if the buyers says an item wasn't 'right' then ebay allows them to return.

[irlandaise]

Thanks for the explanation of that process. I don't think the buyer saw the details of my response, right? Seems to me the return response page said that my response wouldn't be shared with the buyer.

So should I respond to the buyer's personal message, saying that it's unfortunate that my items weren't the format he preferred, but they were as described in the listing? Or should I ignore him?

And is there anywhere I can view the response I sent to eBay?

Thank you!

[pjcdn2005]

If you go to the resolution Center you should be able to see any messages sent between you and the buyer through the request. Although I’m not sure about what they see when the request has been denied.

[irlandaise]

I had checked the Resolution Center earlier today, but apparently it only records when a case has been opened. There was no sign of the return request.

Does anyone here have suggestions on the best thing to do once a return has been declined and the buyer contacts you again? Should I answer his note or ignore him? My instinct is to be polite and reply, but I know there are situations where it's best not to engage, and this may be one of them.

[paradiso*bella*a*venire]

Let them hear the crickets chirping 😋

[irlandaise]

🙂  Thanks, I'll go with the crickets!

[paradiso*bella*a*venire]

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@irlandaise wrote:

🙂  Thanks, I'll go with the crickets!

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hehehe 😋

[cream_couture]

In the resolution center once a request/case is closed it is not visible by default settings. Click on the "view" drop down and you can select "All requests or cases" to view closed cases. You can also adjust the "Period" drop down to get a broader date range. 

Personally, I would respond to the buyer with the same info you provided in the return request. 

[irlandaise]

Hi, CC. Yes, I did look at all the menu options in the Resolution Center. They all say "0" cases or requests.

Would the buyer only have received a terse "Return declined" message?