Need a help with return request

[fashionoutletdeal]

Good morning need a help how to handle return request from a customer from USA.The customer asked me to pay for return shipping on tote that doesnt match his previous Luggage set.He stated that is a different colour and do not match the description.Of course this model its completely different from what he have and we never said that he could match the tote with his luggage.eBay will aks us to pay for return shipping .What are my options? I will really appreciate your help.Its so confusing

[fashionoutletdeal]

Thank you i know what will happened.Exact the same like the guy said i went thru this .Like my daughter said pay and forget.Move on to the next one until you really get **bleep** and close the account.

[pjcdn2005]

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@mjwl2006 wrote:
I wouldn't think eBay would be allowed to freeze a sum greater than the amount of the original transaction in the seller's PayPal account. Freezing the total amount of the transaction is one matter, making a withdrawal of an amount past that is like theft. It can't be allowed. Their return label policy says it gets added to a seller's monthly fees.

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You are right, they can't freeze an amount greater than the original transaction.  Plus they can't bill the seller for return shipping as they can only do that when they have provided the label. Once the buyer had purchased the label on their own, eBay won't get involved and can't force the seller to pay for it.  

[fashionoutletdeal]

good morning thats good to know .

[i.am.vivian]

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@fashionoutletdeal wrote:

good morning thats good to know .

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You will need to take the advice of  mjwl2006 which was

Customer Service Reps will do the easiest thing in this case -- which is to deny your appeal -- unless you force them to look at it, hard. Don't take 'no' for an answer. Ask to speak to their supervisor, and their supervisor's supervisor. I would fight this tooth and nail. You have clear evidence as admit by the buyer himself that this was a Remorse return. 

That's if you don't want to just lie down and let your buyer (borrower!) try out your items at your expense.  If you do not fight this you are paying that person to try out your items.   Up to you, but I wouldn't accept that if it were me. 

[fashionoutletdeal]

Hi there last update .They turn me off.Im waiting for supervisor to contact me (which i doubt will happened) .I get my item back.I refunded the buyer (borrower) .At least i save my dashboard they remove the defect.What i had learn tonight is that everything is my fault.Thanks eBay CS.

I want to say THANK YOU for your support with this case and didnt let me down .You are treasure and i really appreciate all the help.Great community members.

[pjcdn2005]

They removed the defect because it was not a snad return?

I'm assuming that you didn't end up paying for return shipping either?

[fashionoutletdeal]

No i only end up paying the original shipping.Thank you for your help

[momcqueen]

So, then, in the end as a result of perseverance, you were able to see the Return case settled the way it should be settled: as a Remorse return. Good thing! Good job self-advocating, too. 

[sylviebee]

Good to know.

They are changing the way SNAD returns are handled so quickly that one never has firm footing in these situations.

My last return request was different from previous cases because it stipulated that I, the buyer, should pay for the return and that the seller would reimburse me for return shipping after the item arrived.

That made me cringe because I've read cases on the Buyer's Board where sellers refused to pay return shipping after-the-fact even when they'd promised to do so.

It's my understanding that the case is closed when tracking indicates that the item has arrived and I don't trust that anyone will pay for return shipping once the case has been closed.

Now it seems like they've started to add the cost of the return to the seller"s monthly bill but it's hard to envision such a process going smoothly and not requiring several phone calls to ever make it happen.

[momcqueen]

Yes, the Returns process was or is being formally revisited this fall. Part of it relates to process, like offering automatic replacement, because I read an announcement to sellers that said it was being switched off temporarily while that part of the review was underway. The other part is that eBay sees the process isn't always being used by buyers the way it is supposed to be used so they created a pilot program (by invitation only and no doubt limited to eBay.com only) to examine that, I posted information about it in another thread a few weeks ago. 

[sylviebee]

Yes, mj, I followed that thread.

You have a SNAD return going on now.

How did they instruct you to handle the cost of return shipping?

That is, did they instruct you to get the funds from the seller prior to shipping or after the item had arrived back with the seller?

[momcqueen]

Plus, that problem with international return labels really needs to be addressed. How much of ebay's business crosses borders? A lot. To eliminate an important function of SNAD returns due to logistics should never have occurred. That needs to be fixed. It cannot continue to stand. I wouldn't trust someone to repay after a case was closed, either. 

[momcqueen]

My case of buyer SNAD is domestic so I should not have issues with the label except that my seller hasn't actually accepted my returns request yet. Instead, she (or he) offered me a modest refund for the damage which I haven't decided whether to accept or not. I don't feel like the refund amount being offered is adequate but I haven't determined yet how to say that without looking like a total jerk.