Return process...what happens next?

[stephb001-8]

I have a buyer that has requested a return (of a lipliner), because "Pencil does not work well and it is pink not nude."

I sent the buyer a message stating that I do not accept returns, but certainly wanted to make it right if I made a mistake, and did I send a pink, instead of nude, or did she feel that the color was pink even though it is actually called nude...

I have NOT heard anything from the buyer since receiving her message (Feb 3, now Feb 6). What happens now? What if she doesn't respond to my request for information?

[missjen831 · Accepted solution]

She isn’t required to respond. All she has to do is ask eBay to step in after the 3rd business day and you lose. Might as well just accept the return and put the ball in her court. 

[sam9876]

Don't do anything.

[lintbrush*]

Is it an official return request through eBay? or is it just a member-to-member message.

If it's an actual return request, you have to respond according to the timeline set forth.   She isn't required to provide anything more than the request (although it would be nice).  Don't let that timeline run out before you hit Return for Refund (which holds you responsible for return shipping too)

If it's a member-to-member message, you don't have to do anything more.

[robot-hands]

If it was just a message ask for a picture.

If you can obviously tell they used it ask them to open a case. Call and have it closed because the item cannot be returned in the original condition.

Then you can decide what you want to do from there, exchange, refund or BBL & ignore.

[orangehound]

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wrote:

Don't do anything.

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This may be OK if it was a message from the buyer.  But, if the buyer opened up a Money Back Guarantee claim, this is really bad advice.   A seller must respond to the MBG claim or eBay will punish the seller with loss of item, loss of money, loss of eBay fees, and a defect.

[stephb001-8]

It was an official return request through eBay. One of my choices was to send her a message, which is what I did.

So, even though I have a "no return" policy, buyers can basically return for ANY reason??

[missjen831]

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wrote:
It was an official return request through eBay. One of my choices was to send her a message, which is what I did.

So, even though I have a "no return" policy, buyers can basically return for ANY reason??

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No. Buyers can only return when the item is not as described. Which is what your buyer is claiming. When a seller has a "no returns" policy and the buyer wants to return the item, some buyers feel they have no choice but to lie. 

[stephb001-8]

So, I decided to just go ahead and accept the return request. I "sent" them a label on 02/07; nothing yet.

What happens if buyer does not follow thru and return the item?

[laylajames9]

There is a date on the return request. If the buyer does not ship by that date you can call eBay and ask them to close the request in your favor.

The buyer can then file on PayPal but they would need to pay for return shipping. I don't know if they could still use the eBay-generated label... I guess maybe if they had already printed it before the return request closed. Anybody know for sure?

[hafoster]

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@laylajames9 wrote:

The buyer can then file on PayPal but they would need to pay for return shipping. I don't know if they could still use the eBay-generated label... I guess maybe if they had already printed it before the return request closed. Anybody know for sure?

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For sure: Had 2 PayPal returns with eBay-issued labels.

You're not supposed to but yes, the label's still good.

[stephb001-8]

Buyer was supposed to return the item by Feb 14; Do I call eBay? is there an on-line way to contact eBay? I don't want to "report" the buyer unless this is the correct way to close this item.

[robot-hands]

They have a week to get it in the mail. If not you can call ebay and have it closed.

The CSR will be able to see if they even bothered to print the label.

[stephb001-8]

OK. This is where I'm at: The customer returned the item on her own dime. It has obviously been used, so I am not able to resell it. I am tempted to refund her anyway, since it is a relatively low-dollar item, but... do I have to, since it's no longer sellable? Advice?

[sam9876]

Did the buyer file a SNAD complaint?