Yet another problem! Return Request help

November2

Just received my first return request, it's from a buyer asking for a replacement as he says item is damaged. I clicked on see details and wish to click 'refund and keep item', as I don't have a replacement to send, but how do I actually leave him a message to explain as there is no message box. He will wonder why I'm refunding and not replacing the item.

mgdavid

November2 wrote: »

Just received my first return request, it's from a buyer asking for a replacement as he says item is damaged. I clicked on see details and wish to click 'refund and keep item', as I don't have a replacement to send, but how do I actually leave him a message to explain as there is no message box. He will wonder why I'm refunding and not replacing the item.

No! you don't refund until the damaged item is returned to you; otherwise you are just easy meat for every scammer and scumbag out there who con honest sellers by claiming items damaged or non-delivered on a regular basis..

November2

I understand that but returning will cost me the return postage and I will only have to bin the item. It's just not worth all the hassle or cost. I believe this buyer anyway, he didn't ask for a refund but a replacement but I only had the one so can't replace. All I want to know is how do I speak to him as all I can see on the return form is three choices, there is no send a message box. Do I just contact him via normal messages which seems a bit odd.

November2

Well, I have sent him a message via messages and refunded in full, there appears to be no way of speaking to the buyer via the refund return process form. Whatever happened to 'communicate with buyer to resolve a problem'!

Does anyone know the answer to this scenario - offering a part refund can only be made once, so what happens if they reject the offer, does it automatically escalate to a claim (hence a defect) or can a full refund then be made without an escalation?

What is the point in my having 'no returns' on listings? I don't see why I should accept returns just because someone has changed their mind, or copied the cd, read the book, worn the dress to a party, etc. Of course if item is faulty, damaged or lost in post, then I work with buyer to resolve the issue to their satisfaction. Why do Ebay insist on all these ridiculous forms and processes, making everything so impersonal, Ebay used to be a community!

densol_2

eBay is one huge defective corporate monster!

Reminds me of Animal Farm by George Orwell

November2

Another thought, can a buyer close a Refund Return if they have opened it by mistake eg item isn't faulty, they just put batteries in wrong way. As the seller can't therefore click on any of the three refund options will it automatically escalate to a full blown case?

There are so many threads and questions over on EBay's board but no one seems to know the answers!

chickendipperbabe

The buyer can close the request yes but even if they do you're still going to be left with a defect.

November2

As I understood it there is no defect unless it gets escalated to a full blown open case, ie if seller doesn't respond to the buyer, agree a refund. Have I got that wrong? If I remember correctly it threatens the seller with a defect if they don't click on one of the three buttons on the form to resolve the refund with the buyer.


I'm beginning to despair, tonight yet another message from someone else, box has a rip on the corner. It did not have any rips. What on earth is going on, has anyone one else suddenly in the past week received these return requests.

chickendipperbabe

November2 wrote: »

As I understood it there is no defect unless it gets escalated to a full blown open case, ie if seller doesn't respond to the buyer, agree a refund. Have I got that wrong? If I remember correctly it threatens the seller with a defect if they don't click on one of the three buttons on the form to resolve the refund with the buyer.


I'm beginning to despair, tonight yet another message from someone else, box has a rip on the corner. It did not have any rips. What on earth is going on, has anyone one else suddenly in the past week received these return requests.

Nope, you get the defect regardless of the outcome.

I had one a few weeks ago, the buyer closed the request as they didn't want to return the item and I still have the defect showing on my dashboard.

November2

Here's a thought, every buyer just clicks 'return refund/damaged' in the hope they get a part refund offered them. If you tell them to return item they just ignore you and forget they ever opened the case in the first place. I bought a cd last week, what is to stop me opening a damaged case claiming a 'scratch', of course I will say how happy I am with the seller's service and the cd is great but - 'you didn't mention the slight defect'. I will then sit back and see if I get a nice discount, if not I'll just keep the cd and it's no skin off my nose if seller gets a defect!