eBay

millie1220 · ‎08-18-2017

Hello ~

I received a request to return a DVD. The DVD is new/sealed. They buyer requested to return the item and the reason was Item not as described. They state that the version they received is in Spanish. In my title of the DVD, and the description, I listed the DVD as Spanish version. The writing in the item photo is in Spanish. The sub -genre is listed as Spanish, The details by UPC number state the edition as Spanish. I do have a 30 day return policy but it states that if there is an error on my part or item arrives damaged. I also have stated no buyers remorse. How should I handle this? Buyer is demanding that I take the return and give her the English version. Thank you

green-night · ‎08-18-2017

I do have a 30 day return policy but it states that if there is an error on my part or item arrives damaged. I also have stated no buyers remorse. How should I handle this?

If you have a return policy then you accept returns for any reason.

My advice is simple: There is no question the buyer chose the wrong reason for return, however, getting ebay to assist you in any way will be like moving heaven and earth and it won't be worth it for the cost of paying return shipping on a DVD plus a full refund.

I would accept the return and move on. Report the buyer to ebay for abusing the return system.

phcd1 · ‎08-19-2017

@millie1220 wrote:
...I do have a 30 day return policy but it states that if there is an error on my part or item arrives damaged. I also have stated no buyers remorse. How should I handle this?...

You used a stock photo which is real small, you can't even read what it says. You state in the listing "Buyers remorse returns not excepted." yet you have a 30 day return policy. This is all just a recipe for a SNAD case. I suggest you accept the return, pay the return shipping and fix your listing.

If you have ANY return policy other then "No Returns", eBay expects you to accept the return.

If you DID have No Returns as your return policy, then maybe you could have won the SNAD case and force the sale.

I had a post about a SNAD claim (on this id) back in Nov. 2016. It's a long read but you might want to read it. It has eBay inputs on fraudulent SNAD returns. Just click on my name and search for SNAD and click on the 2nd one down.

phcd1 · ‎08-19-2017

BTW, it looks like you had a problem a few months ago with a similar situation, you really need to read and understand about SNAD returns and how to fight them. In both these cases you may have been able to win these. It takes your listings being perfect, it takes the buyer admitting they made they mistake, it takes a no return policy and it take persistence at the minimum to win.

readabouthorses · ‎08-19-2017

Geez, I wonder how that buyer missed Spanish in that listing? I see it at least 5 times, including in the title which should have made them read the listing just a bit closer before acting. When I see listings like this that use a stock photo then I would be reading them even closer than if the seller had used their own photo and possibly asking questions before I acted.

phcd1 · ‎08-19-2017

@readabouthorses wrote:
Geez, I wonder how that buyer missed Spanish in that listing? I see it at least 5 times, including in the title which should have made them read the listing just a bit closer before acting. When I see listings like this that use a stock photo then I would be reading them even closer than if the seller had used their own photo and possibly asking questions before I acted.

Buyers don't read listings, they look at the picture on the phone and if it looks right at the right price, they buy it. I do agree with you though. The problem is that the OP has a return policy, they WILL lose.

missjen831 · ‎08-19-2017

You are required to accept the return. You need to change your return policy immediately. Your return policy is unenforceable. Per eBay policy--if you accept returns, you accept them for any reason. You CANNOT have a 30 day return policy and then state you accept SNAD returns only so you need to take that OFF your listings. I don't even understand why any seller here would have such a silly policy when eBay's money back guarantee is for 30 days and it means you accept SNADs returns period, Whether your return policy is no returns or returns accepted. If you don't want to take buyers remorse returns then you need to have a "no returns" policy.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

millie1220 · ‎08-20-2017

Thank you all for your input. I have been debating for awhile now not to offer returns at all. This case proves that I should go forward with that option. It does not seem to matter how the listing was or if the problem was with the buyer reading/or not reading in this case, it sounds like if I offer any type of return policy at all then I have to take it. But even with having a no return policy - eBay is all about the buyer and not about the seller, especially the smaller seller.

Thank you all again~

7606dennis · ‎08-21-2017

While the error undoubtedly lies with the buyer for not reading the listing, I would probably send her an English version if you have one available. Other wise just have her return for a refund. I would probably send her a return label.

Frankly, if you have the item listed as the Spanish version the item isn't SNAD. However, with your 30 day return policy you probably have to accept the return regardless.

"It is an intelligent man that is aware of his own ignorance."

millie1220 · ‎08-21-2017

Update: Spoke with eBay today was advised to except the return, not offer the return shipping label as I have a "buyer pays return shipping" in the listing, when item is received in the condition sent buyer would get a refund less 10% restocking fee as I have listed.
Agree that buyer should be reported for abusing the system but they are a new user with no feedback. Thank you

millie1220 · ‎08-21-2017

Photo of item has Spanish writing on it. Reguardless of if there is a return policy or not, eBay has a money back policy for buyers. Thank you

millie1220 · ‎08-21-2017

Thanks for the information, I will reword/change policy to either except or not except. Does not seem to matter if I have one or not as eBay does have buyer protection that would over ride my return policy.

myboardid · ‎08-22-2017

The Customer Service Reps gave you the wrong information - a very common occurrence. If you do as they requested, you will find that the buyer asks eBay to step in, and eBay will give them a full refund without requiring them to return the DVD, and, in addition, the will give you a MAJOR violation for "Case closed without seller resolution". A couple of these and eBay will cancel your selling privileges permanently.

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Successful and experienced seller since 1997, over 70,000 feedback, boardie since the boards were begun.

kattinsanity · ‎08-22-2017

Don't forget that if you change to a no return policy you will lose your 10% discount on FVF. You will most likely remain a TRS but without the perks.

I have had a no return policy for several years and it has saved me several times from having to accept returns. You just have to be aware of the "fights" you can win and the ones you can't win. If a remorse request is opened ebay CLEARLY gives you the option to deny the request & the request is closed. The no return policy doesn't help in all cases but it sure does help in many cases.

Being a plain TRS seller you also have the option to extend your handling time and not have to jump through the hoops of shipping within 1 day. I had a 3 day handling time but due to a family emergency I am dealing with I had to cancel over 100 listings in July. I just started listing again 2 days ago and now have up to 5 day handling time as I'm still dealing with traveling between WI. & MN. yet. I can handle the 5 days but 3 days was too hard to handle. I am still a TRS even with the added handling time and that's good enough for me.