Return and refunds via paypal or eBay return request option

[creativdep59]

Question before background:  I've never dealt with this before, but do I let a Return Request expire or do I initiate one of the three Actions: Issue refund, contact buyer (which I did), report buyer.  I can see nowhere that he escalated his claim.

I'll try to keep this simple as I can.  A buyer was not happy with a bottle of pet shampoo he used, said it didn't work, but another type he purchased on eBay did.  He initiated a return request.  I asked how much he used so I could determine a fair credit on his purchase. He proceeded to say I pictured THREE, 4-ounce bottles, but he only received ONE, 12-ounce bottle. So if it HAD been the three bottles, he used about half of one, so NOW will I authorize his return.  So I did some math and decided that if he used one sixth of the bottle I'd give him a $2 credit and told him he could either keep the bottle or donate it to a local rescue who would be happy to have it.  Shipping is nearly $5 which is offered 'free' and it seems silly to pay for return shipping and give him $11.99 back.  After that I have heard nothing.  Paypal funds are on hold.

Another buyer wasn't happy about the product and left neg, and I got another message yelling at me for picturing three bottles instead of one, if I was just selling one (he bought a bottle six weeks ago).  I get it already, and will change my photo, but I feel sorry for all you sellers who sell retail type merchandise, yikes!!!

[disneyshopper]

Your Gallery photo shows three 12 ounce bottles.  You need to remove that photo or you will have more unhappy buyers.  Your other 2 photos are fine since they show the front and back of one bottle.

[watchingbands]

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@disneyshopper wrote:

Your Gallery photo shows three 12 ounce bottles.  You need to remove that photo or you will have more unhappy buyers.  Your other 2 photos are fine since they show the front and back of one bottle.

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Ebay is full of sellers like that. I really never understood the bait and switch. Do they get more buyers willing to purchase because they thought they were getting  more, but gave up, rather than the buyers they lost because of the diception?

[lintbrush*]

If you don't respond to that Return request with one of the 3 given resolution options (refund requiring return, refund without requiring return, offer partial), the buyer will be given the ability to have eBay step in on the 4th business day.  If they do, you will be deemed unresponsive.  eBay will force the refund and you will also get an Unresovled By Seller.  Those are dangerous.  It doesn't take many to have your selling priviledges restricted or revoked.

Partials should only be offered after you know the buyer is receptive.  You only get one bite at the return apple.

I don't get the $2 thing.  If I spent $12 and you offered me $2 for a product I think defective, I'd be pretty unhappy.  

Either accept the return and pay for return shipping or cut your losses and simply refund the full amount.

I'd opt for the latter.  

[creativdep59]

Thank you for actually answering my question.

[creativdep59]

That's a funny reply.  I have no mal-intent, wanted to picture the ACTUAL items I have, instead of using the cut and paste that all sellers for this product use.  I have bought books without ACTUAL photos and the books are not in acceptable condition at all.  My question was about the product return, not if I'm successfully deceiving buyers--who CAN'T READ.   I didn't picture three different types of shampoo and say "you'll receive something similar to what you see in the photo." 

[creativdep59]

Thanks

[goldguy22k]

Me thinks the statements by OP were intended to be helpful.

Not directed at you and not intended as critisim, so please do not take this wrong.  

But what I have seen NUMEROUS times on ebay are pictures that are deceptive, use of canned photos (stock photos), text that contradicts what is stated in the "Canned Fill-in" sections, lack of descriptions, no expiration dates for food & health care stuff, etc.

There are MANY poor listings so, for me, I want to do everything in my power, even if it takes 5-minutes extra, to be as detailed as possible in describing what is on offer and showing numerous photos.  For example, every box or book has six sides, what is inside the box may need three angles or views, now one is up to 9 photos.

There was just a seller on here recently that sold a trampoline cover, but included a picture that showed a trampoline too.  Buyer objected because he didn't get the trampoline too and eBay sided with the buyer.

So YES, unfortunately,there are many who don't read the fine print.  So, I approach selling as I DO need to have photos and descriptions for those "who can't read."  On some levels I recognize one is selling to the buyer, but try not to forget that "the other audience" is eBay CS and their review of a INAD or SNAD case.

[creativdep59]

All good points.  I should have said DON'T READ, not can't. 

I've never had problems selling, but I think it's not just the photo but the ability to return a bottle filled with water.  I'll be better off just donating to the local pet rescue.  Thanks for your input!

..... Once I sold a cargo basket pictured in the back of our Ford Explorer.  Another seller used my copy and photo, and when I wrote and said it looked suspiciously like my vehicle, including the house in the background, he never took it down and eBay never responded quickly enough to take it off either. 

[goldguy22k]

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@creativdep59 wrote:

..... Once I sold a cargo basket pictured in the back of our Ford Explorer.  Another seller used my copy and photo, and when I wrote and said it looked suspiciously like my vehicle, including the house in the background, he never took it down and eBay never responded quickly enough to take it off either. 

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I hear ya!  Frustrating!  That is nothing. lol.   Drifted off task last week and looked at some "health care" products.  Found items that have real world serious consequences selling with expiration dates 16 months past at the worse to 3 months expired.  Probably 60% of listing were for expired stuff.   Not to mention that about 25% of listing didn't bother to show an expiration date!

I followed the ebay links and reported the expired stuff and they are still listed.  I sent emails to about a half dozen sellers asking what were the expiration dates and only got one reply!

One of the reasons I believe it makes sense to spend 5-min extra on listings to differentiate ones self from "others."  just saying.  

[mam98031]

It is NOT in your best interest to allow this Request to be escalated to Ebay unless you are on the phone with a CSR.  It is important to remember that in many cases, when you escalate a request it is a bot that reviews the claim and not a real person.  If they were to close it in your buyer's favor, then you would lose your money and get a defect on y our account.

In a case like this, it is best for the seller to check the box and agree to the return of the item.  Then just wait.  If more than 3 or 4 days pass, call Ebay.  Ask if you can have the request escalated and closed for non response by the buyer.  They should do that.  Stay on the phone with them while the request gets escalated and then closed in your favor.

If you have issued the return label for the item and more than 5 business days have passed without the buyer actually shipping the item back.  Then call Ebay and get the request closed in your favor because the buyer did not ship the item back.  You won't be charged for the return label unless the buyer actually ships the item back, so no worries there.

Either of these methods will get your money off hold and it is the best way to avoid getting a defect on your account.  It will also serve to protect your FB.