"You have a return request" from Ebay

Uglymug

I have an Ebay account with 100% feedback on over 800 transactions.
I've just received a "You have a return request" on an item I sold about a week ago.
The item was a pressure washer accessory and the compliant is there was a bit if dirt on it so it is not brand new. The item was definitely new and unused, If there was a bit of dirt on it, it must have been picked up during storage.
I now have a choice of 2 replies:
1)Accept the return
You'll pay for return postage and can send our return label or send your own. Wait to get the item back before you refund the buyer.
2) Refund the buyer
The buyer will keep the item, and you can fully refund the buyer to close this request.

It states that: I must be sure to reply to the buyer by 08 Nov (with one of these 2 options). Starting on that day, the buyer can ask us to step in and help by opening a case - this can affect your seller level.

So my question is, do I wait till 08 Nov to dispute the case or am I fighting a losing battle?

Are these "You have a return request" from Ebay a recent addition? In all my years with Ebay I've never had one before and the whole process looks flawed and totally biased against any honest sellers.


Does this now mean that a buyer can buy anything they want on Ebay knowing that they can just think up a simple excuse to force sellers to either give them the item for free or get a full refund of all costs when they send back?
Does this mean we can all go on an Ebay buying frenzy cause we've got nothing to lose?

sequence

You have it right. The only thing you can do is ignore it and hope the buyer doesn't bother to return.

wubbles

Think I'll go and buy loads of stuff and do this then and see what happens. Bound to get at least one thing for free. What a con. eBay is useless.

Uglymug

wubbles wrote: »

Think I'll go and buy loads of stuff and do this then and see what happens. Bound to get at least one thing for free. What a con. eBay is useless.

My exact point, it's now open house for criminals, this will drive genuine and honest people away from Ebay.

ruth7979

I had this recently. Private seller and I put on the listing that I would accept returns if there was an error on the listing only.
However, Ebay say if you put that you accept returns you have to accept them for any reason. So I now have a dress on its way back to me because it doesn't fit!


End result is I've stopped offering any returns policy at all.


The ebay returns policy is compulsory for business sellers but not private sellers. Make sure you don't offer returns on your listing from now on.

bartelbe

ruth7979 wrote: »

I had this recently. Private seller and I put on the listing that I would accept returns if there was an error on the listing only.
However, Ebay say if you put that you accept returns you have to accept them for any reason. So I now have a dress on its way back to me because it doesn't fit!


End result is I've stopped offering any returns policy at all.


The ebay returns policy is compulsory for business sellers but not private sellers. Make sure you don't offer returns on your listing from now on.

That won't work, all buyers have to do is claim item not described or damaged, and you will have a hell of time proving otherwise.

The flip side of this, is most people wouldn't buy off ebay without cast iron buyer protection. I have bought a couple of faulty items off ebay, from buyers who would have never have refunded me without ebay strong arming them.

Buyer protection is a pain for sellers, but without it, there would be far fewer buyers.

November2

If you leave it and case is escalated you will definitely lose and buyer keeps item and gets refunded as you did not respond by clicking a choice. It is basically refund blackmail you have to refund or else. The whole system is flawed.

I have three choices on the form, do you not have offer a part refund? That's a humdinger, buyer quite happy with his purchase opens a case anyway and sits back and waits for an offer, ask them to return it for full refund instead, they can just ignore you and the case times out, leaving you with a defect!


Oh, and you will also get a defect if buyer opens a case by mistake and then closes it completely satisfied! I had doesn't work. Next day - I've put new batteries in and it now works.

the_lunatic_is_in_my_head

The other option is email the buyer and tell them it's new but the part may have picked up some dirt during storage.

If they still aren't happy they do sort of have a right to return, I understand that bit of dirt may not matter and maybe could be wiped clean but you'll never prove the unit is new (and not say a return from someone who your supply then just sent on to you) so the buyer can reject the goods.

If it's a small part that is a parcel rate eBay charge just under £3 for RM Tracked which is cheaper than the Post Office, if it can be returned as a Large Letter, although the buyer can use the eBay process if they insist, you can still advise they return via the Post Office and get a COP and you'll cover that cost.

Although eBay has taken communication away from the returns flow, because they have no clue about retail, that doesn't mean sellers shouldn't still talk to their buyers and reassure them they are being looked after when an issue arises.