Return Process

[thebarterersdog]

Have a return and for the first time, I find myself easily guided through the ebay automated process of accepting a return. I usually get contacted by the buyer through an email or a claim, receive demands, threats, complaints and then have to go through a terrible process of appeasing this person who is frustrated with the system and me, making things stressful and annoying both. 

I don't know if this is a new process or not, but I received a message from ebay informing me that a customer wanted to return an item because it was too small. It listed all the options available for me to choose from, I chose to accept the return, and then ebay guided me gently through to the end, never once had I been asked to deal with the customer directly. This is perfect!

I find myself in a position where my listing instructions, conditions of refunds are actually counting for a change. I am given the options of either fully refunding and they keep the item, or, giving a partial and they keep the item, or, accepting the return based on my return conditions (buyer pays for return shipping); all of which allows me the chance to review the situation without dealing with an emotional buyer. I can accept the return with the condition of fully refunding the buyer once I have the item back, but in order for the buyer to get the refund, they, as stipulated in my listings, pay for the return shipping. I don't have to deal with threats, rude comments or an emotional buyer because it is all handled through an automatic process carried off by ebay. I now wait for the item to be returned with proof of shipping provided by the buyer, and once this is done, they get the refund without me doing anything further.

An excellent concept! Now, let's see if it actually works.

[sylviebee]

I'm also have a return happening, but something went awry with mine.

The buyer opened a return request with the reason " I just didn't like it.  Sorry."   This was a very nice piece and accurately described so I was surprised to get the request as there was no reason not to like it.  I accepted the return and she posted the tracking number.

That was on July 27th.

About an hour ago I received notification that the case is closed.  She must have sent something because it was tracked for a while and then disappeared somewhere in Montreal I think.

I just received a message from her asking if I've received the item and if she's been given a refund and how much.

Since I don't have the item back I haven't issued a refund.

I hope it doesn't get ugly but it might as it sounds like she's expecting a refund.

Our CPO system insures items for $100 when a method with tracking is used.  Does anyone know how that works with USPS?

In a case like this does the buyer still have the option of leaving FB?

[pjcdn2005]

The system has worked fine for me although it can be a bit confusing because of the automated messages eBay sometimes sends out.   For example, you might get a message from eBay before you receive the return suggesting that you should already have it.......just ignore the message unless tracking shows the item has been delivered.  Once I've received the item back, I've always refunded though the return process...I haven't waited for eBay to do that so I'm not sure how that works if you wait for them to do it.

[pjcdn2005]

USPS first class int'l does not have insurance.  I believe that Priority does have up to $50 insurance. I don't know if that is true for postage purchased online only or if it pertains to postage purchased at the post office as well.  But if the  buyer has US TRS and used eBay to buy a Priority int'l label, the package will have up to $100 insurance.

Did you check the tracking on boyh CP and USPS to see if one site gives more info?

i don't know if she will be blocked from leaving feedback but if she does leave neg feedback related to not getting a refund, it probably would not be that difficult to get removed.

[reallynicestamps]

I don't know if it is a new system but I had a cancellation the other day that was simply a question from eBay whether I would accept it.

Well , duh!

Why get into a foofaraw with someone who doesn't want it and won't pay for it?

Accepted cancellation.

Left positive FB for customer-- hey, someday she might buy something.

Done.

[sylviebee]

They are changing things constantly and really mixing it up.  Guess they like to keep it fresh.

A few weeks ago I wanted to return something and the notice from eBay didn't offer the option of having the seller pre-pay return shipping.

I was instructed to buy the label and return it and the seller would reimburse me for return shipping upon arrival when he refunded my payment.

That makes me nervous because I read the posts on the Buyer's board where buyers complain that sellers refuse to pay return shipping after-the-fact even though they promised to do so.

[momcqueen]

I am less thrilled with the process. I accepted a Return Request from a buyer in the UK (for clear reasons of remorse) and ebay nonetheless froze the funds in my paypal account. http://community.ebay.ca/t5/Seller-Central/RETURNS-PROCESS-LEAVES-SOMETHING-TO-BE-DESIRED/m-p/349837...

[femmefan1946]

I read the posts on the Buyer's board where buyers complain that sellers refuse to pay return shipping after-the-fact even though they promised to do so.

Yes.

Buyers are required to place a lot of trust in a seller whose product (or packaging) was not up to snuff.

I wonder if this has anything to do with mjwl's problem? Although I gather that was a 'buyer remorse' return which does not require the seller to pay return postage.

And on further thought, I wonder how many of those sellers refuse to pay return shipping  complaints are actually Buyer Remorse ?

We will probably never know.