What should I do next?

[thespic-96]

Hi,

I am looking to get some opinion on what I should be doing next regarding my situation please. From looking around other topics regarding similar issues the views seem to differ. I don't want to mention too much as to give away what the item was or the overall situation (Random occurrence that buyer views this) as I have a feeling the seller just wants to be as difficult as possible now judging by the tone of messages and their claims.

Item was a modest sum, £xxx, with free postage on the item roughly £60 due to weight. I have already lost £60 and face having to pay again for the return.

I sold an item back towards the end of March, I listed the item the best I could at the time, the day the item was purchased it was shipped out and received next day. I was then surprised to see a returns request on the same day they got it!

Buyer chose ''Doesn't work or is defective ''  for the return reason, stated that the description I had wrote on the listing was accurate but that something on the item was hard to use and proceeded to claim all sorts of non sense and that it was defective and wanted their money back.

This is my first encounter of this situation and accepted the return (Had no choice really?). Item is not defective in the slightest and buyer was linked various material showing that his ''claim of a defective item'' was actually not a defect but how it was designed to work and I merely then pointed out that it seems to be an issue he's creating were no issue actually does exist - buyer blew up at this stage with more insinuations and I was warned that they had the power of negative feedback on their side.

Buyer has had 21 days so far out of 25 days to post the item to return it by the date set by eBay, which is coming up very soon. Buyer has had the return label sent to them on the same day the request came through. What with Monday and Tuesday coming up in the UK as Bank Holidays, tomorrow is the only day left for buyer to stick it in the post to get a tracking number to update the return case to stop it timing out not long after.

With the buyers attitude so far I am fully expecting (I may be surprised yet) to see the buyer tomorrow updating with a postage confirmation and tracking code just in time to delay it from timing out and making me wait longer (I did ask nicely twice if they could be prompt with returning it).

With all that said there is one or two questions I have and would like opinion on them.

1.   I plan on fighting this if the item actually does get posted back out to me. The question therefore is,  do you think in your opinion based on what I will post after this, would it be enough to take to the eBay CSRs and potentially have the ability to get the outcome that I hope to achieve? Or is there no hope and no common sense will prevail and as a seller I am condemned already haha? 

On the position of a refund I have no issue with it is what it is, the postage return cost being at my expense for what is a return request that has been made without merit is unfair and for that the buyer should get his refund minus the return cost (Both of us out equal amounts). I feel I have enough to take to eBay CSRs what with the messages, the use of negative feedback against me, the material that is available on the internet from reviews from various sources that clearly takes the issue that the buyer has stated as being a ''defect'' and shows clearly that this is how it was designed and made and that is how it actually functions. Lastly I have sold 2 of these previously in the past (still have listing ID's) and the transactions were both completed with positive feedback and therefore assumed happy buyers.

2.  What should I do regarding the deadline date for the buyer to return the item by as set by eBay? I have seen two differing opinions - Although they seem to be more about normal returns opposed to 'Doesn't work or is defective'' return by dates which is why I am asking - should I sit tight and wait and hope that the return request times out (Will it actually time out or is there the chance of it getting extended?) and not contact eBay in any way or should I try ringing/contacting eBay a day before or on the deadline day or even sooner and say no attempt to return item by buyer and get them to close/cancel the return request in my favour?

Sorry for the long winded read. Thanks.

[dare-2046]

What date does your Return details page say the buyer has to post the return -- can you post a screenshot with personal info scratched out?

Your buyer should have 8 calendar days, not 25 days to post the return: Are you confusing the days until the return automatically closes due to neglect?

After 8 calendar days, you can start a chat with eBay to close the return in your favor because the buyer has not returned. eBay will first escalate the request, then close the case, and remove/block any feedback.

[thespic-96]

I should have said as well that I am a private seller not a business seller if that changes anything.

I have not sold too many items and the few that I have I have never had an issue so this is the first of this kind of situation for me so I don't think I might be current with what is what but I will try my best to get the information requested.

The photos attached is what is shown in the returns section and then under the resolution section.

 

[orangehound · Accepted solution]

I don't want to mention too much as to give away what the item was or the overall situation

Without details it is difficult to give more than generic answers ...  keep in mind also that this is a US seller's board, and rules vary slightly between US sellers and UK sellers.  There is a UK board here.

I plan on fighting this if the item actually does get posted back out to me. The question therefore is, do you think in your opinion based on what I will post after this, would it be enough to take to the eBay CSRs and potentially have the ability to get the outcome that I hope to achieve? Or is there no hope and no common sense will prevail and as a seller I am condemned already haha?

If the item is returned, then you will have to refund their purchase price plus the shipping that they paid, since this is a Money Back Guarantee case.   Obviously you are also paying for return shipping ... that is, you are responsible for shipping both ways. 

Now, if the buyer is abusing the Money Back Guarantee to avoid paying shipping, then you can call eBay with whatever evidence you might have, argue that this is a "remorse" return, and sometimes a kind CSR will give you a complimentary refund on the return shipping costs.  That's the best you can hope for.

Buyer has had 21 days so far out of 25 days to post the item to return it by the date set by eBay

What should I do regarding the deadline date for the buyer to return the item by as set by eBay?

There is minimum number of days that the buyer is expected to return the item (in the US, it is 5 business days).  When I believe that the buyer is being dishonest with a Money Back Guarantee claim,  if the item has not been shipped byday 6, I will call eBay to ask them to close the return ... sometimes they will, and sometimes they extend another 5 days.  But at 21 days, this seems like an obvious case where the return should be closed because the buyer is waaaaaaay late on the return.  So, I would call and ask for the return to be closed due to the buyer not returning it.

[thespic-96]

Ah thank you dare-2046 and orangehound for the help. I honestly did not notice this was the US board, I had actually wondered why there was two different styled boards (Got to here through Google rather than using links through site) thought it was all as one.

I will post over on the correct board now then rather than waste anymore of anyone's time . See what the rules are regarding the return deadline within eBay UK. Seems there might be some differences then.