How to handle dispute with customer

[fashionoutletdeal]

Hi there customer order from me 2 handbags Roots within few hours deference so they where sent separately .However he received the first one and i got kind of agressive  message from him that the purse dont look like the pictured one .He said he will open dispute .I was busy at the store and didnt have time to respond ,but my daughter called eBay and PayPal to asked what we should do .From eBay they told her that his message is very agressive and they will watch him.I was expecting that he will open a return request and i was going to accepted because i have 30 days return policy.Well this morning i received a message from PayPal that they refund him.Yesterday we tried to recall the second item,but Post Canada said its out for delivery.I sent a message to the customer that i want to have my items back with all the original manufactures packaging .Please help me. In the past one months i get ripped  off from customers with false claims and even tho i called ebay and asked for assistance and i did what they told me to do i never got my merchandise back and all the customers get the refund without sending me back the merchandise.Customers service its not helpful at all. The only thing that i want its my items back.Thank you very much in advance for your help and advise 

[sylviebee]

Now I think I understand the problem.

The buyer sent a request to return the item via eBay and your reponse was to pick the option "send the buyer a message."

That automatically started the return process.

The buyer claimed that the item was not as described and that meant that you were required to pay return shipping.

You thought you were still communicating with the buyer but in reality the clock was ticking and when you didn't send funds for return postage eBay refunded the buyer without requiring a return.

Is that what happened?

IMO that's a huge glitch in the process and i got caught too, but in my case the buyer just said she'd changed her mind so I wasn't required to pay return shipping.

[pjcdn2005]

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@sylviebee wrote:

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@fashionoutletdeal wrote:

eBay never allowed me to escalated the cases .I was writing to messages to the customer and approved the returned request.The buyer claim in the escalating case that she cant communicate with me even tho she never answer my messages and eBay can see this they granted her full refund without asking the buyer to send  me the item back .Joke .... That never will happened in real store.

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I've had exactly that same problem.

When a buyer requests a return and you opt to send a message before making a final decision, the return request is automatically approved.

Quite the Glitch!

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I've sent a message first and I'm sure that the request wasn't approved by doing that.  I'll have to check that next time as that shouldn't happen.

[sylviebee]

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@pjcdn2005 wrote:

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@sylviebee wrote:

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@fashionoutletdeal wrote:

eBay never allowed me to escalated the cases .I was writing to messages to the customer and approved the returned request.The buyer claim in the escalating case that she cant communicate with me even tho she never answer my messages and eBay can see this they granted her full refund without asking the buyer to send  me the item back .Joke .... That never will happened in real store.

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I've had exactly that same problem.

When a buyer requests a return and you opt to send a message before making a final decision, the return request is automatically approved.

Quite the Glitch!

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I've sent a message first and I'm sure that the request wasn't approved by doing that.  I'll have to check that next time as that shouldn't happen.

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pj, I can't speak for you but that's exactly what happened to me.

[fashionoutletdeal]

The problem is when you call eBay for support how to handle this kind of situation they are not very helpfull.Imagine that after all calls that we did the last agent said " Ah i see where is the problem .You are in Canada".When they pull up the file its look like they like to finish with you so fast that they dont pay attention on details at all.In the two cases that i had  i approved the return request right the way and at the same time i wrote a message to the customer as well. I discovered that for the fees that we pay we get little in return.PayPal do not agree with eBay way of working.There is a lot of issues on the site that eBay team must work.

In the case that i have now i hope PayPal will be more helpful.

[sylviebee]

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@fashionoutletdeal wrote:

There is a lot of issues on the site that eBay team must work.

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I know that the next time a buyer requests a return I won't choose the "Send Buyer a Message" option.

I don't know if what happened to me (us?) is a glitch or if the system has been set up to accept the return when you try to send the buyer a message (probably not).

If I want to communicate with the buyer before making a decision I'l do it another way.