What happens when buyer does not return item, I've already accepted return & paid for postage label?

[georgverno_3]

Hi all,

Had a buyer decide to return an item, and contrive some reasons as to why it's not as described, according to him. He's very rude and I'm not big on the vibes he's giving, but there's nothing a seller can do to avoid these kinds of borderline fraudulent buyers, behaviour that would never be accepted from a seller...

Graciously accepted the return and sent him a Hermes label (heavy item that would be ridiculously expensive with Royal Snail), after he confirmed he had access to a parcelshop could drop it off. It's only been a few days but I'm not totally convinced he's going to send it back, I can see it hasn't been dropped off, and I don't believe there's anything wrong with the item and I think he was just trying his luck for some money back, so if he simply does not return the item, how do I recover the funds I've spent on purchasing a return label?

eBay actually gives this buyer three weeks to dispatch the item, absolutely disgusting...

Many thanks!

[tvr-inc]

Ok first. When a buyer asks for a return and you approve and buy the label. Ebay gives them 5 business days to upload tracking. I get this all the time. On the sixth day I contact ebay and and they close the case in my favor because the buyer did not follow return rules. The one glitch in this is that they can still contact paypal and complain. Paypal does not care whhat ebay sais and will give them another 30 days to retrun the item even if Ebay has closed the case. Paypal syas if customer returns item they refund . End of story. The second thing is that when you buy a return label you do not pay for it imediatley like when buying shipping thru ebay. It is charged to your monthly invoice. Ebay has told me that it is not added to your bill until it is used.

[georgverno_3]

Massive thanks for taking the time to reply with that information, but there are a couple discrepancies here.

In this case they seem to have been given 3 weeks to dispatch, not 5 working days. I have already attatched the tracking number because I bought the label.

More importantly, I did pay immediately for the return label. I did not buy it through eBay because it's a heavy item that would have cost too much with Royal Mail, so I sent a Hermes label through the "send your own label" option that I have had to pay for out of my own pocket. My question is, if the buyer doesn't return the item, how do I claim my money back for return postage, since it's already costed me?

[berserkerplanet]

You are posting on the US boards, although you dropped hints (Hermes, Royal Mail, dispatch) you neglected to state that you are a UK seller (most posters have neither the time nor inclination to chase down user profiles to check every OP), and you are getting US centric responses. UK ebay policies are different, and few here are conversant in them.

As far as I know, there is no way to get a refund for an outside purchased shipping label from either ebay or Payapal. Your only options are Hermes or the buyer (and I doubt the buyer will agree)

Here in the states, FedEx ( and I believe also UPS labels are not "live" until used and the shipments enter their systems, and are not billed until delivery. USPS postage is paid at label creation time and can be voided for 5 days after purchase.

Question is, does Hermes work that way or can you get them to void or refund the label.

[georgverno_3]

Ah, I thought I got here by the UK site, I didn't realise this was the US boards, thanks for pointing it out. Correct, I'm UK based.

Well that's typical, no thanks to eBay for making no effort to elucidate that fact.

Hermes is like USPS regarding time of payment, except that a shipment can only be cancelled on the same day it's made. If the buyer doesn't return the item I'll kick up a fuss with Hermes to get the order refunded nevertheless, and I expect I'll win due to the volume of business I do with them.

Thanks for the help 🙂

[m_rayner_12]

Hello - Now I know that this post is old, but maybe this will help somebody else with the same question as this JUST happened to me. Solved in my favor as the seller on April 10th, 2019.... read below for a few details and what I did (I'm sure seller account level and such play a part in both sides, but this is what happened in my favor....)

Buyer purchased my item for $142.77 on March 24th. Item was delivered to them by March 27th. Buyer requested a refund on March 31st and marked the "Item Not As Described." (the typical reason - in which history repeats itself that the seller will not win this if they fight it.) - I accepted the refund on the same day and purchased the send back label for the buyer to send the product back. (March 31st) And also sent them a message (make sure you click "Contact Buyer," under the details portion in the "Requested Refund on..." so that it is recorded on the exact transaction that you did reach out (cover your tracks with positive marks before jumping right to conclusions even if you know you're 100% correct in the matter.) 

Once I purchased the return label, eBay sent it to the buyer and noted on the details that the buyer had until April 8th to process the refund (start the shipping back methods/contact seller otherwise) or the return will be closed.

Buyer still has not sent back, as you can check the tracking in the details, and it is now April 10th.

I contacted eBay - Let them know that I accepted the return, have not received my item back and I was just curious to the next step I need to take in order to finish this transaction.

The lady on the phone from eBay (very sweet - and no I do not work for eBay, lol - I am not just saying this) - put me on hold for a couple of minutes to review the transaction.

She let me know that since the buyer has not responded to the messages and has not processed the return in the window of 8 days that eBay gave them (being day #10 at this point) - that she'll "close the case" in my favor and release the funds back to my PayPal account.

Now she said "close the case," as I noticed after making the phone call - she literally opened the case for me, and then instantly closed it. I say this because there was never "a case or dispute," open as I complied and just agreed to accept the return to avoid any defects on my account worse than a refund, such as losing a case because I couldn't prove an "Item Not As Described" clearly.

So my opinion overall is to follow the steps that best fit the situation as if you were viewing it from an eBay employee's eyes. Whether something "looks" right or wrong, or you know you're 100% right. Take a deep breath, and continue with logic over emotion.

Summary of my situation that turned out in my favor (Sellers - yeah, i know - almost un-heard of right lol):

- Buyer purchased the item on March 24th for $142.77

- Item was delivered March 27th

- $142.77 was released into my (Sellers) PayPal account on March 29th

- Buyer requested a refund on March 31st.

- eBay then automatically pulled the $142.77 and put it back on hold in PayPal.

- Seller (me) accepted the return on March 31st.

- eBay put in the details that the buyer had until April 8th to send back the refund.

- April 10th I called them (main reason for my call, and let them know that you just want to make sure you take the correct steps in order to complete the transaction.)

- 2 minutes later, eBay opened the case so that they could close it on my behalf and in my favor. (Sellers)

- 5 minutes later the funds were released back into my PayPal account!

When I searched the community boards for suggestions on what I should do, most said "learn from the lesson" or wait 30 days after the day eBay gives the Buyer to return the item. (thumbs down) - really just play out the situation in good manners and make it as easy as you can for the eBay employee to make their decision with the least amount that you'll have to explain on the phone!

I hope this helps somebody! Have a good morning/evening/night! (depending on when you're reading this!!) :0)

- Mike

[kh-jean]

Hi everyone, 

Due to the length of time that has passed since this thread began, we have locked it from future replies. If this is still an issue that warrants discussion, don't hesitate to begin a new thread here

Thanks.