Buyer Returned Item - Didn't Tell Anyone - What to do?

[tryubik-useonlyasdirected]

Has anyone dealt with this situation previously and what would you recommend?

A buyer asked, over a month ago, to return an item under highly suspect posturing. (To be specific, they asked to keep the item and get a full refund for they wouldn't have to return the item, but I digress.)

They were instructed that the item had to be returned if they wanted a refund. They were also explicitly instructed NOT to return the item on their own accord and if they wished to continue with the returns process they were to let us know and we would send them a return label. They were also instructed that the object must retain all original labels and that it must be sent with tracking, signature confirmation and insurance that everyone would know the whereabouts at all times.

Today, 36 days later, they asked if the item had arrived yet, as they claim to have taken the initiative and returned it on their own without informing us.

I politely told them nothing arrived, reminded them they were asked NOT to return the item on their own, and told them to check the tracking number of the package. I also said we don't have any responsibility to packages we know nothing about.

Baseline is they kept me out of the loop and have no proof of postage. 

How would you approach?

[ypdc_dennis]

No refund unless the package shows up.

[reallynicestamps]

No refund without return.

If you get a demand for a refund, ask for the tracking number.

Keep in mind he has 60 days from payment to leave feedback.

Keep is polite and professional.

(It will annoy the hockey sticks out of him.)

[needsmorerobots]

Don't refund until the item finds itself in your hands.

And no matter how upset they may become, remain calm and polite. Give them no cause to leave negative feedback that you can't reciprocate on.

I've dealt with customers who have called me names or yelled at me (not here on Ebay). There is a fine art to remaining calm under that pressure. It requires focus. The customer will walk away as angry as they are or feel bad for their outburst and apologize. Either way, it's in your best interests to be the one person that is the immovable object and yet bend ever so slightly when the situation calls for it.

[sylviebee]

You asked the buyer to return the item "with tracking, signature confirmation and insurance that everyone would know the whereabouts at all times."

Was the item valued over $700?  Why did you require signature confirmation and insurance?

[tryubik-useonlyasdirected]

Thanks everyone for the reassurance that proof of shipment is required; this is the first time with us that a customer has taken this approach. I'm fairly even keeled when outlining messages, though it's not always easy. The aim is typically as little customer service fluff as necessary and as much to the point as possible.

[tryubik-useonlyasdirected]

Update to this situation:

The buyer sent a nasty email then went quiet for twelve days and has now left a negative feedback. Their -FB claims I was rude and that they returned the item at their loss. Our FB record is perfect. Theirs is not perfect and indicates possible similar attempts with other sellers but generally good enough we felt okay to take a chance and make the sale in the first place. No package has arrived in the mail.  

To say the least the -FB is inaccurate as my correspondence was metered and weighted to a standard polite customer service tone. This shows in our correspondence. They asked to keep the item and receive a refund. We kindly denied this strange request and asked them to contact us should they wish to pursue a return for a refund in the future and NOT to return the item on their own accord that we would send a return label with tracking etc. on request.

A) Is there grounds to have the -FB removed?

B) How long does a seller have to leave to leave a follow-up FB?

C) How long does a buyer have to make a reply FB to a sellers follow-up FB?

Any other suggestions or tips?

[femmefan1946]

A) You may as well ask. At the moment that seems to mean Twitter or FaceBook messages. If you don't ask, they can't say yes.

B) You have an indefinite/infinite time for Responses.

C) Same.

But keep in mind that few read feedback and that Responses make the FB stand out on the page, so it is MORE likely to be read.

If you do respond keep it calm and professional.

"We refused refund without return 30/4/20 Not returned as of 15/5/20" .

If he responds further he starts looking obsessed.

But try for the removal first.

[nostalgicaftertaste]

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@tryubik-useonlyasdirected wrote:

The buyer sent a nasty email then went quiet for twelve days and has now left a negative feedback. Their -FB claims I was rude and that they returned the item at their loss.

---

They don't have much leg to stand on, honestly, in light of the fact that you specifically asked them not to do this — multiple times, even.

Yes, you have grounds for a feedback removal. I had one removed a couple months ago because of a somewhat similar situation when a buyer returned an item that was working perfectly fine on the basis that it was defective. I talked it out with a rep over the phone, and they documented the fact that in addition to the fact that the buyer made a false claim, they also sent back the item (at unnecessarily high cost) without adhering to the return process and blamed me for it although no promises were made.

I would suggest writing an email to customer service, explaining the situation much in the same way as you've done here on the forum, making sure to capture all the pertinent details about the buyer's behaviour and your repeated admonitions. And make sure to bring up the negative message they sent you, especially if they used expletives. Don't bother responding to their feedback, as I'm sure you'll get it wiped from your record.

Post another update once you have your happy ending! If you haven't already done so, block the buyer to prevent them from purchasing from you again in the future: offer.ebay.ca/ws/eBayISAPI.dll?BidderBlockLogin.

[tryubik-useonlyasdirected]

eMail customer service is useless - the communication is one way only. We were much relieved to notice the call center is back up and running today. (Yay, thanks eBay.)

Astonishingly, the item actually showed up in the mail yesterday. It was carefully unboxed without a quarantine to ascertain the dates, figures, and contents, then set back aside and hands washed.

People are bizarre. The return package includes the contents as sent. Literally as sent, the buyer never opened the package contents. Their initial email claimed the contents, when inspected, weren't up to snuff. (Hmm.) The package was return posted on April 24th, 28 days after they claimed they had sent the return (Mar 27), and 3 business days before inquiring about any arrival (May 1). A negative was given at some point after this and before the 13th. (I never bother checking the exact date, but may to be precise), it appears to be within a two week time frame on posting. So technically a negative was left for an unauthorized return, never mentioned, of an item never opened, and on time; for a situation where a return would have been granted, paid for and with a COVID sequester delay at the buyers leisure. (Sigh.)

Anyhow, they were refunded in full, minus original postage. And a feedback revision request sent in hopes they are as relieved as us that everything has the potential to turn out smooth and safe.

Thanks folks for the support!

[tryubik-useonlyasdirected]

Sing praises to the reopening of phone support. The buyer continued along some strange line of flailing guffaw so I called eBay to put in on record in case. Without even asking the rep volunteered a removal of the negative feedback. 🙂