Return requested - buyer mistake

[shopgirlohio]

Buyer filed a request for return because they ordered by mistake. My description was for 6” plates and they thought they were getting dinner sized plates (prob 10”) 

my auction states no returns

i sent a message to the buyer letting them know I do not accept returns unless I made an error. Which in this case I do not believe I did

my question is can they now try and request a return where I am obligated to accept and then have to pay shipping - such as NAD

would ebay accept a second return request like that after a return request  due to order by mistake was declined?

[rubberb-46]

Bad news they can file and NAD via eBay or PayPal or do a credit/debit card charge back

[vintagemoth12]

If they open a case of SNAD where you would be liable for the return shipping, call eBay and show them what you have said. They might side with you and close the case. Ask them to close it right then in your favor. 

Breakables don't need to be shipped back and forth, of course, and I hope this buyer will own up to her mistake and do the right thing.

[shopgirlohio]

Thank you for your replies. 

I have not denied their first return request- only sent a message

It seems from what I read that with a NAD claim eBay always aides with the buyer 

just wondered if anyone has experience where eBay doesn’t. Especially when their was a secondary request for refund. 

Dies the system even even allow you to make a second return request for the same item?

[vintagemoth12]

What kind of return request did they send? What reason did they give?
If they sent the reason as, “ordered by mistake”
I think you can close it and I can’t file another. There was a post about this not long ago. The discussion went back-and-forth and was asking if a buyer could file two different types of return requests. I hope someone will come along that remembers this conversation and what was said.

[vintagemoth12]

@missjen831

I think I remember you discussing something like this.

[vintagemoth12]

Don’t do anything until you hear from @missjen831

I have reached out to her and I’m hoping she will come and help.

[shopgirlohio]

Yes. The buyer filed a return request as ordered by mistake 

I have not officially declined just sent an message explaining my no returning policy

i would like to formally refuse the return and close the case

howevee if the buyer is able to then file another return claiming not as described  i will instead of closing  and not accepting the first return case opened allow them to return under the order by mistake claim so they will have to pay shipping. In this way I wont be stuck paying for shipping IF they have an option to file a second return claim with a new reason. 

Buyet has feedback of zero just as fyi. They are new to eBay 

[missjen831]

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@shopgirlohio wrote:

Yes. The buyer filed a return request as ordered by mistake 

I have not officially declined just sent an message explaining my no returning policy

i would like to formally refuse the return and close the case

howevee if the buyer is able to then file another return claiming not as described  i will instead of closing  and not accepting the first return case opened allow them to return under the order by mistake claim so they will have to pay shipping. In this way I wont be stuck paying for shipping IF they have an option to file a second return claim with a new reason. 

Buyet has feedback of zero just as fyi. They are new to eBay 

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You can deny the eBay return request. They can ask eBay to step in and make the final decision but you would win because the admits they thought they bought a different size. They can file with PayPal but may not follow through

with returning when they realize PayPal makes them pay for return shipping (unless they know about the return shipping program, if they do know about it & enrolled in it then they know PP will reimburse their return shipping cost). It’s entirely up to you. Since it’s a solid case of buyers remorse eBay shouldn’t back the buyer up here. If you decide to accept the return through eBay, you don’t have to refund the original shipping cost unless it was free and the buyer pays for return shipping. When they realize that, they may decide not to return after all. Good luck!’

[shopgirlohio]

Thank you so much

I am thinking about allowing a return even though it appears I don’t have - although on a $60 purchase with almost $20 shipping cost each way maybe they would change their mind

I have been fortunate with 20 years on eBay to never had a return request so don’t know what happens if I offer the return and receive back damaged or junk in place of merchandimy merchandise. Am I still obligated to refund?

That is the one risk I see of being nice and offering a refund despite not being required to. I am not familiar with what my exposure is

[ed8108]

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@shopgirlohio wrote:

I have been fortunate with 20 years on eBay to never had a return request ......

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You are indeed fortunate !

[monster-deals]

Doubtful since they admitted to the mistake.

I'd let it play out.

[shopgirlohio]

I denied the return and today I received a notice from PayPal that 

“
We are writing to let you know one of your buyers opened a case for this transaction. The buyer stated that they previously canceled this recurring payment”

Will PayPal refund them? This is clearly a lie

[shopgirlohio]

And my PayPal account now has a negative balance