Unauthorized return received 40+ days after purchase

[gorhad]

Hi all

Need a little advice, please

Buyer purchased the item Jul 27, 2017

We delivered it Jul 31, 2017

Buyer sent the first message Aug 5, 2017, asking to return item due to the wrong item purchased

We sent reply Aug 6, 2017, asking you to go through the correct channel for returns eBay "The easiest and best way is to go through the eBay returns system

Thanks"

Buyer sent reply Aug 6, 2017, saying "The easiest way is to clrify your return address"

We sent reply Aug 7, 2017, with our address and a second message Aug 7, 2017 "Please ensure you go through the eBay returns process, as we are unable to accept returns, otherwise Thanks"

Buyer then decided to leave us a negative feedback "This seller is a very hard and complicated to deal with". Which we had removed.

Buyer then mailed it off regardless of the eBay system Sep 5, 2017, as per their shipping label on the envelope

We received it here Sep 7, 2017, in a regular envelope with the item wrapped in our original shipping label. Instructions sent with kit were missing

So from time of purchased Jul 27, 2017, to us receiving it back Sep 7, 2017, is 42 days

Our Returns:
30 days money back

I had forgotten about it sitting on my desk until last night when Buyer sent message

"Hi .Haven t recived any money from you
( item retuned long time ago )"

Thanks in advance

[sidemouse]

I know the technical answer but now we have an ethical and moral problem which we may have helped create, may have been a better idea to simply inform the buyer they were outside the 30-day return window to begin with, I don't want to know how you got the negative removed.

[jasperscouture]

Did you get the negative feedback removed? Have you resolved this issue? If not, I can help you with this.

[gorhad]

yes it was removed. My issue is what do i do

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@jasperscouturecandy wrote:
Did you get the negative feedback removed? Have you resolved this issue? If not, I can help you with this.

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[jasperscouture · Accepted solution]

I have bad news. You are basically screwed. None of the eBay 30 Day window means anything. Because "Big Daddy" PayPal overrides everything. This is really sad and I had to learn the hard way. Your buyer has 180 days to open a case with PayPal. PayPal will ask you, did you receive your item back? And your answer will be, "yes". That is all they need to hear and buyer will receive their money back. Take photos, save any documentation but, all you have is that the instructions are missing. What is the dollar value of that? (PayPal's policy) If you can get new instructions PayPal will take money from your account and refund the buyer in full. If you can prove that devalues your item, then they may only give a partial refund. Your buyer is a savoy jerk and I would Block that buyer as fast as I could. Also, you can report your buyer for abusing eBay policy. You can choose not to refund your buyer at this point and see if a case is opened. It's past the window at eBay so you will not receive any dings. Just have all your ducks in a row because my guess it that a PayPal case will be opened. If there are any hostile or threatening messages you can file a police report.

[phcd1]

If the item wasn't set to with tracking, there is nothing more the buyer can do with eBay or PayPal (maybe a chargeback, but it doesn't sound like a credit card purchased item).  The decision is yours if to refund or not. The buyer can't leave you negative feedback. Personally I would refund a partial minus my costs, but that's me.

If the item came back to with tracking, theoretically they could still open a PayPal return and show proof of delivery. I welcome off eBay returns, I'm in control and I can refund according to MY policies, not eBay's. I would have not argued in the first place and I certainly would not have encouraged the buyer to open a return in eBay. Yes, I know eBay won't refund the FVF without a return case open, but I subtract that along with the original shipping in a return scenario. BTW, if you choose not to refund, I would message the buyer one last message if they want the item back, they have to pay to have it shipped to them as they are past the 30 day return window. BLOCK and ignore.

[missjen831]

Just issue a partial refund. Deduct the shipping cost & eBay fees from the total payment received from the buyer. It's a remorse return and it's outside your return window and the MBG. 

[postingid2017]

What about this: 

"We received it here Sep 7, 2017, in a regular envelope with the item wrapped in our original shipping label. Instructions sent with kit were missing,"  

if the item was returned w/o the total item, can the OP fight it and win?  Is it not policy to return the entire item?  I know it is eBay's but PP's policy no?

[missjen831]

PP doesn't have an item condition policy like eBay does 😞

[pjcdn2005]

This doesn't really answer your question but wanted to clarify that the 30 day return means that they can start a return within 30 days once they have received the item. So if they received it on July 31, they had until August 30 to request a return. Once you approved the return they would have had 5 business days (I think that's the time allowed) to enter a tracking number showing that it was on its way back. If they would have done things that way, they would have had until September 5 to mail the item so technically, the return really isn't outside of your return window. 

[hammondstreasurehunts_4u]

I'M NEVER SO SICK OF BUYERS LIKE THIS IN MY LIFE...... I MYSELF JUST GOT SCREWED BY EBAY IF ITS NOT EBAY I HEAR ITS PAYPAL...  TRUST ME DONT DARE ASK FOR EBAYS HELP THEY WILL SIDE WITH BUYER EVERYTIME I DONT CARE WHAT IT IS. THEN PUNISH YOU FOR ASKING FOR THEIR HELP AND NOT JUST GIVING THAT BUYER A REFUND. I HAVE A 99.3% GOOD FEEDBACKS, LAST BAD WAS OVER SIX MONTHS AGO, BASED ON A RETURN IN WHICH SHE GOT HER REFUND YET EBAY STATES SHES STILL HAS RIGHT TO LEAVE A BAD FEEDBACK, BUT I COULDNT BECAUSE SHE DID PAY ME.. HELLO!!! I NOT ONLY REFUNDED HER SHE DESTROYS MY ITEM IN RETURN I SHOW EBAY PHOTOS AND THEY CLAIM QOTE " HOW DO WE KNOW BUYER CAUSED THAT DAMAGE TO ITEM? " UNQOTE ARE YOU KIDDING ME... I PAID TO HAVE THE ITEM RETURNED IN HOPES TO GET SOME OF MY MONEY BACK... I HAD 10 PHOTOS OF THE ITEM BEFORE SENT TO BUYER AND THAT MANY ON HOW HORRIBLE , DAMAGED AND SOILED OF URINE IT WAS SENT BACK AND EBAY  STATES SORRY TO BAD.

IF YOU ASK ME EBAY JUST BITES THE HANDS THAT FEEDS THEM BUT FOR US SELLERS THERE WOULD BE NO EBAY.... THERE WOULD BE NO BUYERS.... YET EBAY BACKS THEIR BUYERS?

IM ALL ABOUT REFUNDING A BUYER, YOU BET I AM. I HAVE HAD MY FARE SHARE RATHER I FEEL THEY ARE FULL OF IT OR NOT, I JUST REFUND AND LET THEM KEEP ITEM TO AVOID ISSUES. BUT IM GETTING TO THE POINT ENOUGH IS ENOUGH.... I BET FOR EVERY 10 SELLERS I HAVE ONE WANTING A REFUND. THEN CLAIM THEY WILL JUST PITCH THE ITEM FOR ME. NOPE!! NOT WHEN I KNOW THERE IS NOTHING WRONG WITH THAT ITEM... THATS WHEN I RUN INTO THE ISSUE. ASKING FOR MY ITEM BACK. EVERYTIME.... THEY FEEL ITS A WAIST OF TIME TO SHIP IT BACK TO ME. HELLP IM PAYING TO HAVE IT SHIPPED BACK. SO APPARENTLY I DONT FIND IT A WAIST. YA DUDE, GIVE UP YOU LOST THE MINUTE YOU SENT THAT ITEM ON ITS WAY TO THE BUYER... EBAY CLAIMS THEY STAND BY A SELLER AS THEY DO THE BUYER. UMMM LOL I QUESTION THAT