eBay

fashionoutletdeal · ‎10-03-2016

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 · ‎10-05-2016

Well they told me something else two days ago today my daughter called they said different things.This return request its mixed up but if i do accept as it is i will cover the two shipping costs

momcqueen · ‎10-05-2016

Don't do that.

Ask Raphael.

And don't forgot to take notes EVERY TIME YOU CALL EBAY CUSTOMER SERVICE. I cannot count how many times I was given conflicting advice by different reps. Cover your butt, take names and notes.

sylviebee · ‎10-05-2016

You could call eBay CS and ask them to extend the deadline before the case escalates. They should be able to do that.

Then, when you get the item back you could refund and close the case but you still might have the customer to deal with if she pushes for return shipping.

OR,

If it were me (although I'm not advising you to necessarily do this) I probably would have denied the return request long ago since it's clearly not SNADed. If you do that now things could get even more interesting since the buyer went ahead with the return even though you didn't agree to it.

You could win that. (or not) but I'd risk it because I have no defects hanging over my head.

pjcdn2005 · ‎10-05-2016

I think that if your listing states that returns are allowed and then refuse one, a unresolved claim defect would be almost guaranteed. Perhaps I'm wrong but that what I would be worried out.

Ive read about buyers buying their own label and shipping the item back because they were told they would be reimbursed. Then, when the seller did not reimburse them, they were out that cost and eBay could not force the seller to pay. Now I dont know for sure if the seller was penalized in any way because of that situation but my guess is that they were not. They accepted the return and refunded the full amount the buyer paid when they made the purchase. eBay can give a label to the buyer and charge the seller for it but it's my understanding that if the buyer purchases it on their own, eBay doesn't get involved.

EeBay is telling the op that if they accept the return they have to pay for shipping but because this is an international sale, there will not be an automatic label sent so as far as I know, that part of it is between buyer and seller only.

pjcdn2005 · ‎10-05-2016

If the buyer mailed the item after the seller told them the return shipping would not be covered, it's possible that they accept those terms. Is the buyer commenting on the return issue at all?

sylviebee · ‎10-05-2016

@pjcdn2005 wrote:
I think that if your listing states that returns are allowed and then refuse one, a unresolved claim defect would be almost guaranteed. Perhaps I'm wrong but that what I would be worried out.

Well, that's why the situation isn't clear. Right?

A refusal does not mean that the return is being refused. It means that the return is being refused under the conditions set forth by the buyer.

I don't think that a defect is guaranteed at all, and if the bots give the seller a defect that should be an easy one to get rid of and win the case.

Buyers should not be able to claim items are SNADed without repercussions for lying, and in those cases the penalty should be that the return is refused.

I'd gamble on it.

fashionoutletdeal · ‎10-05-2016

The buyer its look like nice lady but when i inform her about the shipping cost she never again responded to me .I want to accept the return but i dont accept that i need to cover the both shipping costs because im not in default .The return request is open wrong and eBay cant help me .

fashionoutletdeal · ‎10-05-2016

They get penalized (hapenned to me in my debut here because i was not able to print a label .Was a USA and ebay make me called them everyday.After everything they told me was my fault i must know that im in Canada and the customer is in USA.I didnt get the item back and the customer get all.The item plus the full refund.Ebay kept there fees.Even that i had every call registered and ref number .They didnt help me to handle the case right.On top of it i get small defect

momcqueen · ‎10-05-2016

Given that the buyer opened it incorrectly, did ebay tell you to accept it or deny it?

If you accept it, you're stuck refunding the return shipping as well?

If you deny it and ask instead for escalation, does CSR not accept that you will allow the return as Remorse with buyer to pay return shipping?

And your buyer said they sent it back but provided no tracking, is that right?

If you were to deny the return request, what happens then? Can Customer Service tell you that?

fashionoutletdeal · ‎10-05-2016

Plus there isnt option to refund only the item cost if i accept the return request in this condition

fashionoutletdeal · ‎10-05-2016

CS dont say nothing they are so out of knowing what they do.Thats my big trouble.If i accept the return request open as it now im oblige to refund them the shipping cost s well.They do not touch the request nor accept nor deny.We need to call them again if the costumer dont close the case

fashionoutletdeal · ‎10-05-2016

if i deny the request i will get defect.They will get all the money from my PayPal plus they will never give me the fees that i paid back.Sad ......

momcqueen · ‎10-05-2016

That is very unsatisfactory. I think you should give Raphael a link to this thread so that he has the background on it if he chooses to read through it before answering your Board Hour question. I was going to do that for you earlier today but I thought I may be overstepping by boundaries.

fashionoutletdeal · ‎10-05-2016

I was hopping that he will get in touch after i wrote him but i guess he has a lot on his head as well.Not sure what to do

sylviebee · ‎10-06-2016

Did your buyer send it back to you with tracking?

momcqueen · ‎10-06-2016

No tracking-confirmed delivery = no refund on return. Technically.

Is there even such a non-trackable service available for Americans? If so, who would use it when they have so many affordable tracking options available.

fashionoutletdeal · ‎10-06-2016

this i dont know she didnt provide me with tracking number

sylviebee · ‎10-06-2016

Then that changes everything. I just assumed that when you said that she'd already mailed the item back to you that she'd sent you the tracking number.

So you're not even sure it's already been shipped.