Suggestions to help resolve a return request

[bwm1974]

I am the seller looking for suggestions from the community on how to best handle a return request.

Buyer said item was damaged in shipping and requests a return. Item sell price was $40 and shipping was $40.

I contact shipping company and they said If I could provide pictures of the damage, they may be able to resolve the issue without me having to  pay the return shipping for the buyer to return it to me, which would be nice since it would save me from going under on this transaction by $40. I request the buyer provide pics of the damage, but they have not responded +/- 48 hours since request for pics. I'm inclined to just issue the refund of $80 and tell the buyer to keep the item and eat the loss. But if they could provide me with pics, I'm might be able to get reimbursed from the shipping company. If I issue a return shipping label, I'm looking at spending $40 to get $80 back, but nothing for sure. One other thing I noticed is that this buyer has left 3 feedbacks recently for sellers and said "... very understanding" which, along with the lack of response, makes me feel like I'm being taken.

Any suggestions?

[daw365 · Accepted solution]

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@bwm1974 wrote:

Item sell price was $40 and shipping was $40.

If I issue a return shipping label, I'm looking at spending $40 to get $80 back, but nothing for sure.

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Nope, you're spending $40 to refund $80 back, after return tracking says something was delivered.

Do the numbers:

Buyer paid you: $80

You spent: $40 to ship the item

You spend: $40 to get it back

You refund buyer: $80

Result:

You spent: $80

You earned: $0

[bwm1974]

ha! good math right there. Sounds as if I'm best to just issue refund, add the buyer to my blocklist and move on. Still frustrating that the buyer won't respond to my request for pics. If they could provide pics, I could not lose so much.

[obojoekn]

From what I have read on these boards, I believe that you should tell the buyer to return the item for refund. If you print the return shipping label, it will include tracking. If the tracking for that return does not show that it was delivered to you, you can get refunded for your return shipping label. 

[epicure1]

Did the buyer do a Return request through eBay or an eBay message?

I would not refund the buyer.  I would again send a request for pictures for proof of damage and any pictures of outside box and packaging.  Kindly state that you need pictures to file a claim.

Anyone can say their is damage and hopefully keep item and money. 

If they did a Return Request through eBay as damaged, that's better. If not tell them to do so.

If they do not respond to you, just before the time ending on request, call eBay, explain customer is not complying with request for proof of damage.  They will escalate it, and any negative feedback left after will be removed.  If eBay states you have to wait, and customer escalates and wins (auto bot), call eBay to have reversed.

If a customer pays 80 for a purchase and it's damaged, most would send pics right away. 

[robot-hands]

It might do you some good to call ebay and explain that the buyer is not helping you with an insurance claim.

If you don't have any policy for it though they might not do anything....they simply might not do anything. 

If on the phone or in the forum you see or hear this:

"We encourage you to continue to work with your buyer"

that is CSR and Blue speak for "Please go away because we aren't going to help."

You get that line? Might as well refund and walk away.

[7606dennis]

Your options are to accept the return and pay the return shipping or refund the buyer and let him keep the item.  You cannot force the buyer to furnish pictures.

[fern*wood]

I have seen posts by ebay reps claiming they will help in some way if a buyer won't provide photos but I've also heard the opposite.  You might try calling to see if ebay will do anything to help. 

[bwm1974]

Thanks all for the replies and suggestions. After a third request for pics, the buyer responded saying they don't have the packaging, but also didn't include pics nor offer a response as to if they would or could provide pics. I'm fully aware I can't force them to provide pics, but I'm baffled as to why they wouldn't. Because I'm concerned they might send back a different item, thus furthering this debacle, I've decided to not issue a return shipping label and just refund the money and move on. This doesn't feel right to me, but I'm also keen to not lose any more money and potentially waste any time chasing dead ends with eBay reps.

[pooh333piglet]

whatever you decide be sure to report the buyer. simply state requested return for damaged item. you did refund but requested pics which buyer would not provide. Seems like not a big deal but if you do this and then ebay gets another similar complaint and another they do take some action. It may not be what a seller would want but they do get denied returns at some point and other action.

[7606dennis]

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@bwm1974 wrote:

Thanks all for the replies and suggestions. After a third request for pics, the buyer responded saying they don't have the packaging, but also didn't include pics nor offer a response as to if they would or could provide pics. I'm fully aware I can't force them to provide pics, but I'm baffled as to why they wouldn't. Because I'm concerned they might send back a different item, thus furthering this debacle, I've decided to not issue a return shipping label and just refund the money and move on. This doesn't feel right to me, but I'm also keen to not lose any more money and potentially waste any time chasing dead ends with eBay reps.

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Alas!  If a buyer files a SNAD there is little you can do but accept the return and pay the return shipping.  I have never heard of eBay making any type of attempt to force a buyer to furnish pictures in these cases.

[dbmm-media]

the buyer is a scammer trying to get money and the item.

reply to the case  return for refund 

do not give your money away.