Buyer Opened a Return Request Claiming Item is Defective - need Advice Please

[arcra8009]

Hello, this is my first return request due to buyer claiming the item is defective. It is a new old stock item and with the naked eye, you cannot tell that the item is defective. Buyer is claiming that you can only tell it is defective once you have the item installed. This is my first request of this sort and I have multiple questions.

1. If I allow the request and I send the buyer a label, what happens if he does not send the item back and ignores me? Would I get a defect?

2. I asked him if the item was defective due to shipping (so far no respond) and if he does not answer me back, what happens?

3. I prefer to send him a replacement. If he agrees, I don't see that as one of the options I can select under the Return Detail screen.

4. I sent the buyer a message but if he does not respond within the time limit, what happens?

5. What happens if I offer a partial refund and the buyer declines?

Any type of advice on how I should or can proceed would be greatly appreciated. Thank you.

[recped]

Accept the return and provide a return shipping label (or other eBay acceptable method).

#1

The request will time out eventually , eBay will close it, end of story. There is no "defect" (a ding to your service metrics may apply).

#2

The buyer is not obligated to reply to your question, the request stands.

#3

if you contemplate this be VERY careful because you are then at the mercy of the buyer, 3 days after the request is opened the buyer can escalate to a case and you will be forced to refund regardless of a replacement being sent. It works better if you refund and have the buyer repurchase if they wish.

#4

The answer is a combo of #2 & #3, at any time after the 3 day period (sometimes even before) they can escalate, eBay may approve the refund almost immediately, not require the buyer to return AND slap you with a mega-defect Unresolved By Seller.

#5

Same as #2

[regs43]

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1. If I allow the request and I send the buyer a label, what happens if he does not send the item back and ignores me? Would I get a defect?

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If the buyer doesn't return the item and you provided a label, the case will just close in your favor

2. I asked him if the item was defective due to shipping (so far no respond) and if he does not answer me back, what happens?

If you don't provide a label in the time frame of the case (3 days usually) the case would close in the buyers favor as as ebay auto closes cases on the 4th day at midnight. They then refund the buyer from your funds, and you would get a defect. They said  "the buyer asked us to step in, which is complete BS lol I let one time out to see what would happen once and the buyer didn't ask them to step in at exactly 12am lol

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3. I prefer to send him a replacement. If he agrees, I don't see that as one of the options I can select under the Return Detail screen.

Honestly I don't thing this option works once someone opens a INAD case. You need to provide a label. If the buyer messaged you in ebay messages and there was no official case then you might be able to send a replacement but once a case is open refund or return are the options

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4. I sent the buyer a message but if he does not respond within the time limit, what happens?

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Issue a label for them as ebay will auto close your case after day 3 and u get a defect and are refunding the buyer and they keep your item

No clue on your 5th point, never issued a partial before, that is for you to decided if it works for you. Is a label more expensive then a partial if they agree. If it doesn't work when its installed then they have no use for it in theory? so why would they want a partial? If they are not communicating, I would just issue a label, and if they don't return the item they don't get money back.

[byto253]

Regarding #5, I have done this with a vintage NOS item.   It was an MP3 player and the battery was shot, and ended up being a very proprietary design and a replacmenet was 4 times the unit value.  I responded that sorry that it was not working, and I would accept a return, but if they would like to keep it as is, I would refund $x dollars.  My offer was a refund of 85% of the value as to me, the package was open so it was now a used "for parts" item.   But I kept an eye on the timer, and if I did not get a response I would have fired off the label.

Sending a replacement is to slow and clunky for these situations.  Best to just suck it up, get if over with and move on.   But do require the return be completed.

[reallynicestamps]

#1- If he doesn't use the shipping label, eventually the cost of the label will be refunded to you.

#3- It's a MONEY back guarantee. Either you request the refund and refund on return or you refund without return.  It will cost the same to ship a replacement as it would to pay for a label, and there is no reason for either of you to believe that the replacement will work any better than the original.

#2&#4 - The deadline is on YOU to send the shipping label or the refund,not on him to respond to your questions.

#5- You either do or don't send the shipping label. In either case, you refund.

[arcra8009]

Hello, thanks for all your input so far. How do I go about purchasing the return label? I purchased the original label through my small business account on Canada Post. I don't want to create a return policy for my account. Is there anyway to create a return label just for this shipment? Also, is the buyer given a "time limit" of when they need to ship the item back to me by? What happens if they ship it, lets say, 1 month down the road?

I am considering also providing the buyer an option of a heavy partial refund, like 90% just to avoid the cost of the shipping label (approx $25). The cost of the label and the depreciated value of the item will cost more than the partial refund. And less headache. If I offer the partial refund and the buyer ignores the message, am I able to still select the other return options later on in the Ebay return request screen?

Thanks so much for your help.

[byto253]

Couple of options, we all indicate send a label because that is clean.  You can purchase a label through Shippo and I think through Pirate Ship.  Neither eBay or Canada Post will let you buy the label you need.

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There is another option provided for by eBay, which is to provide the return shipping funds up front instead of a label.  This is provided for in the eBay instructions regarding international returns.  It can be a bit messy but sometimes the buyer will not bother with the return.   

To do this send the buyer an message through the eBay system indicating something along the lines of "... the the eBay label system does not let you buy a label for the return, but as provided for in the eBay policy, you will send them the shipping amount up front right now to pay for the return.   So please send your paypal information and funds will be sent.  As with a label, please be sure to enter the tracking information into eBay when the return is sent."  

You can also further protect yourself by calling eBay to talk to a rep, or contact through social media, indicate that eBay nor Canada Post lets you buy a return label, but as per the information in eBay help you wish the confirm you are following the correct procedure by offerting to send funds up front to pay for the shipping.  They will agree, and you have on file that you are doing things correctly.   It has happened that a buyer will ignore the offer to send funds, and the bots will close a case against the seller.  But a call to appeal, with the evidence in the eBay messaging and record of contact ahead of time to eBay will get the case reversed.  

In all cases, never communicate outside of the eBay message system.  If they even sent an email from the paypal info, respond in the eBay system - cut and past the email message or attach as a jpeg it that is relevant.      

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From the eBay.ca help pages on returns

Offer to send funds for the return shipping cost

Use the shipping calculator on the carrier's website to find out how much return shipping will cost. If you're unable to determine the cost, contact the buyer and ask them to provide a quote.

Ensure that the amount includes tracking, and on items that have a total cost of $750 or more, include signature confirmation.

Here's how to send funds to the buyer:

1. Contact the buyer through Messages, and ask how they would like to receive funds to purchase a return label.
2. Send the funds using the buyer's preferred method.
3. Ask the buyer to confirm that they've received the funds, and to upload tracking to the return request so you can see that the item is on it’s way.