ebay make wrong decision unfair for seller

[virajgemsnjewel]

i have sold one diamond bracelet to one USA buyer.

He got the item and suddenly he opened a return request as stated changed the mind he don't want then i accepted the return then after 4days i got a mail from ebay that buyer is unable to send the item just because of custom so you have to send return shipping label or pay return shipping cost.

then i have not done anything then after 2 days i got an mail that ebay has refunded to buyer then i appeal for that.

after appeal i got a mail that my appeal has been rejected.

now nonsense reason ebay give me

first ebay said that you have agree with buyer to give refund but dont refund

when i appeal i got a mail

[ja-2149]

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@virajgemsnjewel wrote:

i have sold one diamond bracelet to one USA buyer.

He got the item and suddenly he opened a return request as stated changed the mind he don't want then i accepted the return then after 4days i got a mail from ebay that buyer is unable to send the item just because of custom so you have to send return shipping label or pay return shipping cost.

then i have not done anything then after 2 days i got an mail that ebay has refunded to buyer then i appeal for that.

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This is where you went wrong: You buyer stated "changed mind" but the return reason was a Not As Described reason. You missed that, sorry.

For a not as described return request, the seller is responsible for return shipping, even overseas return shipping.

[no_zero369]

Hmmm, please take this in the spirit is intended - being helpful.

I note you are a seller with a feedback score of just 12 and you have 1272 items listed, the highest priced item over $35,000?  If you are running that size/kind of business it makes sense to understand how eBay's Money Back Guarantee works and what are the obligations of sellers regarding returns.

Sorry this has happened to you, but often scammers look for new sellers with low feed back, selling very expensive items.  Unfortunately a lot of the time newerish sellers take things personally, rather than see them in a business perspective.  It's unfortunate when a bit of study of the policies is available.

You found us here after it was too late.  If you get stuck understanding the policies, as you study them, come back & ask.  Also when something goes off the rails, next time, might make some sense to ask upfront.

[mam98031]

i have sold one diamond bracelet to one USA buyer.

He got the item and suddenly he opened a return request as stated changed the mind he don't want then i accepted the return then after 4days i got a mail from ebay that buyer is unable to send the item just because of custom so you have to send return shipping label or pay return shipping cost.

WAIT!  What do you mean by "custom"?  Do you mean customs fees or was it a custom order?  If it is because of customs fees, that would mean the bracelet is currently in a different country and therefore address than you originally sent it to.  That alone voids the MBG [money back guarantee].  If it is a custom order, then I think there are some separate rules for those too.  So please explain more as to what you mean by "custom".

then i have not done anything then after 2 days i got an mail that ebay has refunded to buyer then i appeal for that.

That tells me that you didn't respond to the return request.  You are only given a certain amount of time to do that.  You can't just ignore them or procrastinate on taking care of them.  This is most certainly a real problem that you may not be able to fix even upon appeal.

after appeal i got a mail that my appeal has been rejected.

now nonsense reason ebay give me

first ebay said that you have agree with buyer to give refund but dont refund

when i appeal i got a mail

Well we might be able to help, but first we need to know what you meant by "custom".

I understand that the buyer has not returned the item back to you and they have received a full refund. I realize how frustrating this is because you do not have your product back. However, we placed this case on a 5-day hold as of January 30th to allow you time to provide the buyer with a means to return this item. Meaning you needed to send a prepaid return label or send them funds directly to their PayPal account to cover the cost of the return shipping.

Because this was not done in the allotted time while the case was on hold, we closed the case in the buyer's favor and issued them a full refund. In the future, it is imperative that you work with your buyer to facilitate the return in the allotted time. An Email was sent to you on January 30th outlining this.

As a result, I was forced to deny your appeal. No additional appeals will be reviewed for this case.

Seems to me they were pretty clear as to why you lost the case.  Ignoring a case doesn't make them get frozen in time.  There are stated time frames and ramifications for either party for not meeting them.

[virajgemsnjewel]

Hello

sir

let me explain you certain things

i am selling from india and the buyer is from USA.

I sold the item but buyer wants the item on 20JAN because of her wife birthday present and the got the item on 25jan.

so after getting the item he open a return request stated i need by 20jan but i got 25jan so i want to return and the option he choose 'change the mind' then i accept the return so as per ebay rule if customer want to return reason is he changed his mind then he have to pay return shipping. then after 2 days i don't get any response from buyer so i escalted the case.

then next day i got a mail from ebay side they are saying that the item is diamond and gold so buyer is not able to send the item due to usa customs so you have to pay shipping cost or send return shipping label so i ignored the mail then i got a mail that they have refunded to buyer

[selmon_97]

You ignored what eBay told you to do, you lose. Next time do what they say.

[pjcdn2005]

You shouldn't have escalated the claim because you are asking ebay to step in and make a decision. That rarely works out in the sellers favor and I'm not sure how to handle it at this point.

The buyer was responsible for return shipping because they had 'changed their mind' so if they didn't send the item back, you wouldn't have had to refund and the return request would eventually close.  If you were in the US you can phone to have it closed after a certain amount of time but because you are on another continent it would have probably  been easiest to just wait until the request timed out.

[no_zero369]

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@virajgemsnjewel wrote:

Hello

sir

let me explain you certain things

i am selling from india and the buyer is from USA.

I sold the item but buyer wants the item on 20JAN because of her wife birthday present and the got the item on 25jan.

so after getting the item he open a return request stated i need by 20jan but i got 25jan so i want to return and the option he choose 'change the mind' then i accept the return so as per ebay rule if customer want to return reason is he changed his mind then he have to pay return shipping. then after 2 days i don't get any response from buyer so i escalted the case.

then next day i got a mail from ebay side they are saying that the item is diamond and gold so buyer is not able to send the item due to usa customs so you have to pay shipping cost or send return shipping label so i ignored the mail then i got a mail that they have refunded to buyer

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What was the last day of the estimated delivery window, eBay had on this item?

The reason I ask this is that IF the last estimated delivery date was 20-Jan and the item arrived AFTER that date then this would be a valid reason for a SNAD case.  In that situation the seller is responsible for return shipping.  Looks like the buyer filed the wrong reason for the return, so you were lucky in that regard.

But it also looks like one did not understand the MBG and seller's responsibilities associated with returns.  So one lost and lost big on this deal - it stinks when it happens.  But just chalk it up as  "tuition" paid in the school of eBay selling!  Resign yourself to that AND commit to learning enough as to avoid said disasters in the future. 

However,  I have found one's success as a seller hinges on on being able to make "business decisions" and not take things personally.  Selling looks easy, but good selling is far from "easy!"

Best wishes going forward!