Return Process - unresponsive buyer

[dwbf11]

Hello all,

Never found myself in this situation before but here it is...any insights appreciated.

Buyer opens return request a week after receiving the item, but it was borderline incomprehensible (poor wording, english not great, etc.).  The next day, I sent a long a detailed message asking for clarity/specification on the points he made.  Crickets since then.  

For context, he claimed (I think) that 1) the item arrived damaged, 2) it was missing parts that were not a part of the auction, and 3) his mechanic could not figure out how to install it.  I'm not worried about 2 and 3, but as for #1, I asked him to please specify what was damaged in pictures or otherwise.   (The item did have some pre-existing damage, which was specified in the auction in both description and pictures, and I sent a confirmation message when he purchased asking if he'd reviewed the pictures and description and if he still wanted it in light of the disclosed issues, and he said he did). The parcel was fully insured, so it'd be no problem to proceed with filing a FedEx claim.

Ebay still shows I have to "take action" by tomorrow.  I already did, in sending the message the day after he opened the request.  Does replying in a message to a buyer not count as a response?  If I do nothing further before the deadline tomorrow (such as accept the return, offer a partial refund, etc.), what happens?  

Thanks in advance for any guidance.

[missjen831]

Responding to the buyer doesn’t count. After tomorrow the buyer can ask eBay to step in. If they do, you lose the case and best case scenario, you pay for return shipping and the buyer ships the item back. 

[dwbf11]

Thanks for the fast and helpful reply. If I were to offer a partial refund, what happens then? Does it "stop the clock" so to speak? Does eBay consider (positively or negatively) whether you did that in its consideration of the ultimate case? I have no problem making a "best and final" generous partial refund because it will cost more for me to pay return shipping than it will to just refund most of the item's purchase price due to the item's bulk and size.

[dwbf11]

Well, to answer my own question, I offered a partial refund, which would leave me what I paid in shipping plus $10. Now, it says the buyer has 5 weeks to consider my offer. I suppose we'll see what he does.

[tenbigdogs · Accepted solution]

Hi @dwbf11, 5 weeks or 5 days?  Look again and check.  If eBay has to step in you'll get a case not resolved by seller defect.   See the link below for eBay's seller standards.  It's in your best interests to resolve this amicably without eBay stepping in and deciding it in the buyer's favor (which odds are they will) and not miss any deadlines.  Good luck!

eBay Seller Performance Standards

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347&st=3&pos=3&que...

[dwbf11]

Basically, after offering the partial refund, the screen now says that they will wait to hear from the buyer if he accepts my partial refund offer, and he has until April 12 to do so.  If there is no response by that time, the return request will close.  I suppose if he rejects it, and eBay "steps in" then I'll earn my gold star, so to speak 😉

I attempted to resolve it amicably by messaging the buyer multiple times and he did not reply.  I miss the good old days when they'd close out the case if the buyer didn't reply to you.

As for your other point, if I get a defect, I guess I'll have to live with it.  EBay isn't my livelihood, and I probably sell a dozen items on it a year at this point, so it really won't bother me too much.  This buyer was a 0-feedback buyer and against my better judgment I proceeded with the transaction anyways.