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

[silverpinups]

 SNAD = Significantly Not As Described.

Since I don't deal with returns, what is the difference between INAD and SNAD or are they the same?

[pjcdn2005]

They are the same thing.

[pjcdn2005]

I believe that they told you to phone on a certain day because that's when the case can be escalated.  If you haven't yet accepted the return my 'guess' is that it might be better to do that now.   It's always risky for a seller to escalate because they may get an unresolved case defect but if you hadn't even accepted the return yet then it may seem like you are fighting the return too...not jjust the return shipping.   If you haven't already asked cs about accepting the return you should ask them about it now.  I would try and talk to a US rep about it and perhaps this rep will know how to settle things now rather than wait till Friday.  Be careful that you don't get an unresolved case strike.

[momcqueen]

It is tricky for sure. My hesitation is the worry that if handbags accepts the Return as it is, he/she will be on the hook for return shipping which is what is to be avoided in this instance. I think the 'ask' for escalation needs to be done by the seller in this case because the seller cannot agree to the conditions/terms of the buyer's Returns request. 

It would be in handbags' best interests to have absolute clarification from ebay Customer Service about this. Maybe he/she already has it, and we don't know all the details here yet.

[momcqueen]

Actually, further to that, make sure you take notes on who you spoke to and when whenever you call ebay Customer Service so that if you are ever in a scenario where they give you bad advice that gets you into deeper trouble, you can appeal it as a case where you were following their bad advice, not making bad decisions on your own. 

Like if the CSR (Customer Service Rep) gives you directions to follow that will somehow result in an Unresolved Case strike, you would be able to appeal for it to be lifted if you could prove you only followed their orders. 

I always take notes when I call, no matter how mundane or benign the matter might be. I have had some confusing and conflicting advice over the years.

[fashionoutletdeal]

thank .I dont need defect on my dashboard.But i never refuse return so i try to work with the customer so far so good.But i will call tomorrow again to see should i accept the return or what to do .the buyer answer me and i inform him again that in this case we do not pay the shipping cost.Well ebay dont want to help me in this situation .So complicated...Thanks will wait for any news from you

[fashionoutletdeal]

the only one thing that happened is that the buyer contacted me again and i was clear that in this case we do not cover the return shipping cost.we will see

[fashionoutletdeal]

I will .Will call them tomorrow again.thank you

[fashionoutletdeal]

hello im here with update on the case.... Things doesnt look good .The customer shipped the item back but eBay its pushing me to ask the buyer to close the case.Even they see all the messages they dont want to help us .I want to accept the request but why i should pay the both shipping when wasnt my mistake.What happened with seller  protection?What to do im so confused ?

[fashionoutletdeal]

I called them today again because i want to clear this situation ,But if i accept the return request in this form i will need to pay the both shipping.They told me today to ask the customer to close the case.Well i did communicate with the customer but what will happened if the customer do not do? Why eBay its so hard on sellers?

[fashionoutletdeal]

match or not match her luggage set i will need to pay the both shipping if she do not close the case thats what i was told today from eBay customer service.Is that fair?

[sylviebee]

It sounds like the item is on the way back to you and the buyer has paid return shipping.  Is that right?  

If that's the case, just let it ride and see what happens when the item arrives back with you.  The buyer may not bring the issue of return shipping costs again so you may be worrying over nothing.

[fashionoutletdeal]

The item is in his way back but i need to respond to the return request .I wrote three times to the lady that i will accept the return but i will not refund the shipping cost (the original one and the return) If i dont accept the return request will escalate .If i do accept now i will need to pay the both shipping cost.

[sylviebee]

Has the buyer posted a tracking number in the appropriate place?

[fashionoutletdeal]

No she didnt 

[sylviebee]

You posted that she's sent the item back to you and it's en route.  Did she send you a tracking number?

If so and you know it's en route for sure you could refund before the deadline for the case to escalate and that would close the case.

A few weeks ago I had a return with a tracking number and the item was lost en route and there's a very very small chance that could happen, but odds are it won''t.

It sounds like the buyer isn't actually pushing you for return funds but you'd still risk NFB if she is, but it would close the case.

(But also there's the question of what would happen if you deny the return.  You could win that case.)

[momcqueen]

Today is Wednesday and Board Hour is open. Ask Raphael for advice. He knows his procedures and policies better than EBay Customer Service, I dare say.

[fashionoutletdeal]

She bought item to match her luggage set and of course cant be match they are the same brand .I dont need to pay the shipping cost because my item match the description of the model i sell not what she bought from another place.I will refund the money but why i should cover the shipping both ways ?

[momcqueen]

(I wouldn't refund anything until I had the item back, escalated case or not. Just because a buyer says they're returning something, it doesn't mean they will or have. Tracking that shows delivered as a return is all that counts for that small aspect of this complicated return request.)

[momcqueen]

Ask him what you need to do in order to (a) not get a defect and (b) not be forced to pay return shipping on an item that was sold as exactly as described but opened incorrectly as a return by the buyer.