RETURNS PROCESS LEAVES SOMETHING TO BE DESIRED

[momcqueen]

While I do appreciate the Returns process is a work in progress, I find it highly annoying that if I approve a Request, there is no place for me to put special instructions to the buyer. Like important ones.

Did I miss something? I looked for a place to communicate between page forward buttons. 

This buyer is asking to return something outside the 14-return period that I have specified. It is 29 days past purchase and, for that reason, I want her to know that I will certainly be charging the 20 per cent restocking fee that is mentioned in the Return Policy portion of the listing. Also, I need her to know it has to be sent back with tracking. And I need her to know she needs to get it back to me in a way that it will not be wrecked in transit so I can resell it again and, most importantly since this is an international buyer, I need her to know it must be marked as a MERCHANDISE RETURN so that it doesn't trigger import taxes for me.

While it's true that I can (and did) send her those instructions via Messages, it seems to me like there should be an official way to do so via the Returns process so that it is an official part of the Return case. As in attached to the case itself so she can see it when she goes there, not look at it in Messages.

Also, given that this is a return for reasons of remorse (the person for whom she bought it doesn't have an interest in this line of toys anymore, she says) is the refund for item price or item+postage price less the 20 per cent restocking fee.

I don't have a lot of experience with Returns so I don't actually know the answer to that. I'm thinking it's full amount no matter the reason it's being sent back minus any restocking fee that may apply. It will also mark the first time I intend to apply the restocking fee simply because this is so far past my actual allowable return period. Or should I have said 'no'for that reason? Too late now but for next time.

Thanks for your advice or insight.

Maureen 

p.s. I could also add all that information in the Return Policy portion of each listing, it seems like overkill since the part about something being a MERCHANDISE RETURN applies only to international orders. But maybe that's what ebay wants us to do. 

[silverpinups]

I have a "no" return policy so I never have any returns to speak of..... photographs are very fragile items, so anyone but me handling it owns it!

Since you already agreed to the return there is no going back especially if the Buyer hasn't left Feedback as of yet. How much was the item you sold? 

Tell them you want to receive the item in the exact same condition as it was sent and packed the exact same way as they received it... make them work a little for their refund. .

Where did you sell the item? If it's cost effective have them sent it back with a Tracking Number.

Yes, item + postage, minus 20% restocking fee (and not for return postage) then move on...... 

[momcqueen]

The order total was $155.16 including postage and the 20 per cent restocking fee won't even cover the postage I bought to send it overseas which I cannot recover if I have to refund the full amount.

I got all that information to the buyer via Message but I should be able to do it via Returns so that she cannot ignore it.

Adding insult to injury, there is a $155.16 freeze on my paypal account (now in the red) even though this is a Remorse return and not a SNAD. I'm calling ebay now to see if that can be lifted. Plus, there is no guarantee the buyer will even send it back and complete the Return she had requested. I shouldn't have to wait 45 days for this to clear on its own. I did nothing wrong. I need my paypal funds for other things in the meantime. 

[silverpinups]

Did the Seller open a claim through Paypal? eBay?

It seems like a specific return claim for Paypal to freeze your funds..... and not a friendly remorse return. 

[momcqueen]

It came through ebay and it was clearly indicated to be a return for reasons of remorse. Here is the problem:

Powersellers who have Remorse Returns requested are not supposed to have their paypal account funds automatically frozen when a buyer opens a Returns case for reasons of remorse. Because I am a Top-Rated seller in Canada, if a Canadian buyer opens a Returns request, my funds are not frozen because ebay trusts that as a powerseller I will do the right thing when the item is returned. If, however, the reason for return is not remorse and is instead INR or SNAD, it will still be frozen, Powerseller or not.

Because I am not yet a top-seller on ebay.co.uk where the buyer is from and through which she opened this request, this action has triggered an automatic account freeze on my paypal funds. This happened to me once before with a buyer from ebay.com where I am also not yet a top-seller. That particular remorse return closed without anything being returned and it took more than a month with my funds still frozen so I got mad and called ebay to have the case escalated and subsequently closed in my favour.

CSR says I have to call back tomorrow at some point when the ebay.co.uk team is at their desks and ask to be patched through.

I am so very irritated. It is a major butt pain to have to wait until this clears on its own. Should the buyer actually send it back, fine, I will refund her then but I resent being treated like some dodgy seller who sold an item that was sketchy.

All this process will do is encourage decent sellers to not offer any Returns because they're treated as if they are guilty until proven innocent. 

[momcqueen]

Plus, duh, I do need the funds in my paypal account to pay for other things, like my monthly ebay fees.

I'm $155.16 CAD in the hole as a result of accepting a Remorse Request that I never had to accept at all due to it being well past my policy stated time period. 

How is that for a kick in the pants?

[esclyons]

how do you go about creating a return shipping label for the buyer. or are you required to, with a remorse return.. and is the item still in a sealed condition.

[momcqueen]

As it is a remorse return, the cost of return shipping is the responsibility of the buyer. I don't have to provide a return label.

If the toy has been opened and played with, well, that is another problem entirely. I cannot accept a used toy returned in place of a new one on a return but that would be up to me to argue with ebay.

If it matters, my Return Policy states the item must remain sealed in package to be eligible for return. And I told that to the buyer twice. But, like my original point states, it should be part of the Return case where she is reminded not to fool around here.

If a buyer returns something ripped open or wrecked, I imagine it became a game of he said/she said for ebay to judge and we all know how those turn out.

I'm just so mad my funds are frozen. I did nothing wrong here. Frozen funds stinks of seller punishment for a crime I did not commit. 

[silverpinups]

eBay is definitely not Seller friendly, and will in most cases side with the Buyer.... but not always.

I just don't except returns period.... a "no returns" policy increases a Buyers awareness before purchasing an item.

You have my sympathies... the remorse return was done outside your "Returns Accepted" window so I would use that as part of your defense.

The Buyer is breaking your selling policy guidelines which he/she accepted when purchasing from you. 

[momcqueen]

Yes, I am more than a little nervous about the actual condition of this toy since the buyer has had it for almost a month which is a long time to own a toy without giving it to your child to play with.

If, after all of this with the slap-in-the-face of having my funds frozen for no reason, the time it has already taken for me to argue with the CSR that they should NOT have been frozen in the first place, the effort to have the funds-freeze lifted should I actually be successful at having that done, the toy arrives here clearly opened and used and squeezed back in the box (it is a WATER toy to boot) I don't know what I will do. Blow a gasket, probably.

And then fight. 

[silverpinups]

The unfortunate part of doing business on eBay.... come income tax time you can use the final results of this transaction as a possible right off.

So one way or the other you be compensated for your grief.... I know that doesn't help you right now.

[momcqueen]

Yes, in a month from now it will no doubt be water under the bridge.

Today, however, it has created a colossal waste of my time. (And money.)

I'll return to the thread with updates as they arise. I do like to finish a story if I start one. 

[dutchman48]

Be happy they did not file a INAD dispute. You would have to send them the money for return with tracking, and once you get it back refund the full amount including original shipping.

If you make too many waves, they may open a INAD so they don't lose their shipping both ways.

If they do return with no tracking, you won't have to refund.

[momcqueen]

I know. At least I am grateful for that. 

My biggest fear with SNAD is that for an international return, the seller can only send the buyer money for a postage label and then hope the buyer actually does send it back and not just keep the item and the cash as a figure-I-just-deserve-it partial refund. Ebay is a multi-national corporation with fingers in every pot, they should be able to buy that international postage labels without making the seller do it. 

[sylviebee]

Yes, the returns process does leave a lot to be desired.

I ran into a snag with that issue (not being able to communicate with the buyer within the returns process) as well.

I tried to send the buyer a message and when I did the system automatically translated that as having agreed to the return.  

I think we discussed this in an earlier thread.  There are no allowances to communicate with the buyer within the parameters set by the case.

Another interesting glitch I ran into is if the buyer returns the item without tracking, then there is no direct way to issue a refund so that the case is closed.  That is, if there is no tracking and you do opt to refund when the item arrives, it's not easy to do.  

Odds are that you won't get it back anyway once the buyer realizes the cost of shipping with tracking overseas.

[mr.elmwood]

I "think" that you will find that it will not come back. Buyer will get to their PO, have to buy packaging, have to buy postage with tracking, all of a sudden be hit with a bill that makes it no sense to return.

This has happened to me.

This is eBay's way of protecting the seller. They make the process of returns onerous and expensive for the buyer so that they end up abandoning the return.

If the buyer does not buy tracking, eBay has no evidence of the return.

Their sudden healing from remorse may be a lot cheaper than following through with the return. I believe they have five days to upload tracking.

[momcqueen]

That's right, I remember your case.

For this buyer, the cost of return shipping is 17 British Pounds which is equal to about $30 CAD. Funny that it cost me $55 CAD to send it there when it will only cost her $30 to return it. (I keep the shipping data so I know the size and weight of the box I used to send it and then checked it against Royal Mail.)

My other Returns cases closed without any items being returned but they were lower value.

Even with the cost of return postage and the 20 per cent restocking fee (which isn't even enough to cover my postage paid to mail it there) the buyer will come out ahead enough, I would think, to make it worth her while to send it back. 

But we shall see.

[mr.elmwood]

This isn't making any sense. At that price level they would have had to paid substantial VAT. That money is gone. They are going to spend $30+ to get $155 back, and not have the items, and be out the VAT?

[momcqueen]

I guess so. And don't forget the $30 restocking fee. 

Unless she intends to return to me a box of rocks in which case she will still have the toy.

Plus, she can ask for the VAT back if she can prove it has been returned. 

[momcqueen]

If I were her, I'd resell it. There are none of these overseas which is the reason she bought it from me. She could, instead, make her money back in whole.