Buyer refusing to send back a SNAD

This_Year

theonlywayisup wrote: »

I'm in a tablet so can't see the oafs before this, sorry.

This tickled me!

Brilliant.

theonlywayisup

This_Year wrote: »

This tickled me!

Brilliant.

Aw jeez did I say that really? Roll on the stalking pedants

Edit - yeah I did.:T

an9i77

theonlywayisup wrote: »

If the case is escalated the chances are the buyer will win ie they will be told to send it back. Once they do this, and you receive, or refuse it, it's an automatic refund. BUT you have an appeal. IMO you should gather your evidence, ie photos, messages etc and RING eBay first and ask them to give you an email address to post your appeal.

If you win the appeal eBay will reimburse you and they will remove or prohibit feedback from the buyer.

I don't have a problem refunding IF she sends it back, I maintain it was sent unused but I can take the hit. BUT she won't send it back so presumably in this case ebay would find in my favour? Is what i wanted to find out. And if they do find in my favour can I ask for the neg to be removed?

likelyfran

an9i77 wrote: »

I don't have a problem refunding IF she sends it back, I maintain it was sent unused but I can take the hit. BUT she won't send it back so presumably in this case ebay would find in my favour? Is what i wanted to find out. And if they do find in my favour can I ask for the neg to be removed?

So what do you think has happened then? What does the lippy look like in the picture? Any chance something could have happened to it in transit, ie. tube coming open or do you think she has definitely used it and didn't like it/marked it on purpose?
If it's the first scenario then the best thing to do would be to fully refund buyer immediately and claim back off RM if you can.
The times I've had wrong items sent by Ebay sellers, a couple of them have said 'keep that one and I'll send you the right one' - because it was their mistake so why should buyer have to go to bother of posting back basically - result = happy customer, great f/b for seller.
Then you get the sellers who get nasty - obviously their idea of service is focussed on themselves, not the customer.
Tbh, (and SNADs are in a tiny minority of my purchases btw), if a seller asks me to send something back when they've made a mistake, it gets my back up immediately - especially if it's a relatively low value item - few quid, say - why should I?
If you're sure of foul play on buyer's part, then yeah, don't give an inch if you don't feel like doing so.

theonlywayisup

an9i77 wrote: »

I don't have a problem refunding IF she sends it back, I maintain it was sent unused but I can take the hit. BUT she won't send it back so presumably in this case ebay would find in my favour? Is what i wanted to find out. And if they do find in my favour can I ask for the neg to be removed?

eBay will only become involved if a case is escalated, this is when they make the one* and only decision, to rule for the buyer or for the seller. As mostly it is impossible for them to work out who is telling the truth, they generally side with the buyer and ask them to return. They don't change their decision if the buyer doesn't return.

This is the only decision which is made, ie it doesn't get looked at again by eBay. If she doesn't return it eBay don't rule in your favour, they've already ruled in hers, so the case is finished as far as their intervention is concerned. It is then up to the buyer to return and the seller refund.

If the buyer returns then you can have a second chance, if it is returned in a different state to how it was sent (ie they used it). If she escalated the case, it was ruled in her favour and returns as used. The case is closed when you refund (it is closed in her favour) and you get a black mark, you can both leave feedback. But if you appeal the decision and win, the case is removed from your dashboard and any feedback and DSR are removed. eBay then reimburse you from their pockets.

I hope that helps explain?

* apart from an appeal.

jasmineswhiskers

theonlywayisup wrote: »

As mostly it is impossible for them to work out who is telling the truth, they generally side with the buyer and ask them to return. They don't change their decision if the buyer doesn't return.

Not always true. I bought a 'widget' from a business seller at the beginning of Jan. It arrived (annoyingly) 11 days later and was a different variation to the one I ordered. Seller said they would send the correct variation with a prepaid returns envelope. This arrived a whole 2 weeks later and again they had sent another incorrect variation. I opened the item not as described with ebay and they promised to send again the correct item. A day before the time was up I escalated as I had heard nothing and instantly received a refund. The seller has since contacted me and said sorry and to keep the items or give them to charity.

theonlywayisup

jasmineswhiskers wrote: »

Not always true. I bought a 'widget' from a business seller at the beginning of Jan. It arrived (annoyingly) 11 days later and was a different variation to the one I ordered. Seller said they would send the correct variation with a prepaid returns envelope. This arrived a whole 2 weeks later and again they had sent another incorrect variation. I opened the item not as described with ebay and they promised to send again the correct item. A day before the time was up I escalated as I had heard nothing and instantly received a refund. The seller has since contacted me and said sorry and to keep the items or give them to charity.

Yes, that's why I said 'generally'.

No fault refunds or Ebay reimbursements are not uncommon but should not be relied on and are on a case by case basis. The policy for SNAD remains unchanged, so that's what is best to take reference from.

soolin

jasmineswhiskers wrote: »

Not always true. I bought a 'widget' from a business seller at the beginning of Jan. It arrived (annoyingly) 11 days later and was a different variation to the one I ordered. Seller said they would send the correct variation with a prepaid returns envelope. This arrived a whole 2 weeks later and again they had sent another incorrect variation. I opened the item not as described with ebay and they promised to send again the correct item. A day before the time was up I escalated as I had heard nothing and instantly received a refund. The seller has since contacted me and said sorry and to keep the items or give them to charity.

That happened because seller offered a replacement and not a refund on return, which is entirely different. As a seller if I offer a replacement I am reliant on the buyer getting that replacement and closing the case before it is escalated. If seller had offered a refund on return you would have had to show attempted delivery Back with seller , or seller getting back item and refunding to close case.