Problem with Ebay sale - buyer broke 2 items!

jeremy.fisher_2

soolin wrote: »

In post 42 buyer has accepted a return without being charged for postage- i have reported on another thread that this happened to me as well and I have not been charged nor have I so far got any defect.

My buyer simply changed her mind and requested a return, it came through as a return request but ebay added that buyer had informed them that there was something wrong with the item. I was given various return options including one that said buyer returns at her own cost- and I ticked that and ebay confirmed that buyer will be given my address for return.

Previously I had had a return requested as item was allegedly SNAD and on that occasion my options were to allow ebay to send a label at a cost of £2.80 which they would charge me for, or send the money or a label myself to cover return postage.

It's just odd that a new defect for 'not as described' has appeared on my dashboard, it's the only one and this is the only returns request I have had in a long time...
I expected the option of sending a label as well - maybe it's because I opted out of MR that I did not have that option - have opted back in now!

soolin

jeremy.fisher wrote: »

It's just odd that a new defect for 'not as described' has appeared on my dashboard, it's the only one and this is the only returns request I have had in a long time...
I expected the option of sending a label as well - maybe it's because I opted out of MR that I did not have that option - have opted back in now!

You can check what item the defect is for by clicking on 'download a report' as it shows you an item number. Usually I find if I do get a defect it can be several days after a case being opened or feedback left before showing p.

theonlywayisup

soolin wrote: »

In post 42 buyer has accepted a return without being charged for postage- i have reported on another thread that this happened to me as well and I have not been charged nor have I so far got any defect.

My buyer simply changed her mind and requested a return, it came through as a return request but ebay added that buyer had informed them that there was something wrong with the item. I was given various return options including one that said buyer returns at her own cost- and I ticked that and ebay confirmed that buyer will be given my address for return.

Previously I had had a return requested as item was allegedly SNAD and on that occasion my options were to allow ebay to send a label at a cost of £2.80 which they would charge me for, or send the money or a label myself to cover return postage.

Defects for returns 'requests' are given based on one of the two reasons given to the buyer. The reasons the buyer can open the request are 'change of mind' or 'item is defective or doesn't work'. The latter gives a defect the former doesn't. Which is why the OP has one and you don't. They all say 'the buyer has told us there was a problem' or similar type wording, but the return is either change of mind or defective.

For a 'defective' return (seller pays), as I explained above and as per the op, you don't get charged until the month after the item was returned. Ie, if you get a bill from ebay on 20th of every month and the buyer starts a return today 12 January but doesn't return the item until 21st January, you won't see the charge until February's invoice. You don't get a charge generation until the item is scanned. The scan for RM is when the mail centre scan the Royal Mail Tracked label, or Collect Plus when it is given to the 'access point'.

The confusion occurs with the fact there are requests for returns, which carry defects or not (as in the example I've given above). Or when the buyer opens a SNAD, which always has a defect but can also go on the dashboard against seller performance. So you can have a return for a 'item defective/broken' which isn't a SNAD, it is just a 'request'.

Also, to add to the confusion there are two returns processes. The Managed Return and the Standard Flow Return.

Coupled with both of those is the issue of the dimensions/weight not being in the listing.

I hope that's a bit clearer, that's how it was explained to us at the last seller council meeting last year.

soolin

theonlywayisup wrote: »

Defects for returns 'requests' are given based on one of the two reasons given to the buyer. The reasons the buyer can open the request are 'change of mind' or 'item is defective or doesn't work'. The latter gives a defect the former doesn't. Which is why the OP has one and you don't. They all say 'the buyer has told us there was a problem' or similar type wording, but the return is either change of mind or defective.

For a 'defective' return (seller pays), as I explained above and as per the op, you don't get charged until the month after the item was returned. Ie, if you get a bill from ebay on 20th of every month and the buyer starts a return today 12 January but doesn't return the item until 21st January, you won't see the charge until February's invoice. You don't get a charge generation until the item is scanned. The scan for RM is when the mail centre scan the Royal Mail Tracked label, or Collect Plus when it is given to the 'access point'.

The confusion occurs with the fact there are requests for returns, which carry defects or not (as in the example I've given above). Or when the buyer opens a SNAD, which always has a defect but can also go on the dashboard against seller performance. So you can have a return for a 'item defective/broken' which isn't a SNAD, it is just a 'request'.

Also, to add to the confusion there are two returns processes. The Managed Return and the Standard Flow Return.

Coupled with both of those is the issue of the dimensions/weight not being in the listing.

I hope that's a bit clearer, that's how it was explained to us at the last seller council meeting last year.

mine says (edited to remove identifiable info)

'Buyer' let us know that something is wrong with 'item' . As a result, they requested to return the item for a refund.

I was not asked to fund a label nor to supply funds for return.This never showed and still does not show, in my resolution console.

Previously I had a proper SNAD claim that did show in the resolution centre and in that case I was specifically told how much eBay would charge me for the label, and I had to agree to allow them to take that charge or show I had sent money or a label instead.

jeremy.fisher_2

theonlywayisup wrote: »

Defects for returns 'requests' are given based on one of the two reasons given to the buyer. The reasons the buyer can open the request are 'change of mind' or 'item is defective or doesn't work'. The latter gives a defect the former doesn't. Which is why the OP has one and you don't. They all say 'the buyer has told us there was a problem' or similar type wording, but the return is either change of mind or defective.

For a 'defective' return (seller pays), as I explained above and as per the op, you don't get charged until the month after the item was returned. Ie, if you get a bill from ebay on 20th of every month and the buyer starts a return today 12 January but doesn't return the item until 21st January, you won't see the charge until February's invoice. You don't get a charge generation until the item is scanned. The scan for RM is when the mail centre scan the Royal Mail Tracked label, or Collect Plus when it is given to the 'access point'.

The confusion occurs with the fact there are requests for returns, which carry defects or not (as in the example I've given above). Or when the buyer opens a SNAD, which always has a defect but can also go on the dashboard against seller performance. So you can have a return for a 'item defective/broken' which isn't a SNAD, it is just a 'request'.

Also, to add to the confusion there are two returns processes. The Managed Return and the Standard Flow Return.

Coupled with both of those is the issue of the dimensions/weight not being in the listing.

I hope that's a bit clearer, that's how it was explained to us at the last seller council meeting last year.

I think it's clear, so is my seller performance affected as well?

theonlywayisup

soolin wrote: »

mine says (edited to remove identifiable info)

'Buyer' let us know that something is wrong with 'item' . As a result, they requested to return the item for a refund.

I was not asked to fund a label nor to supply funds for return.This never showed and still does not show, in my resolution console.

Previously I had a proper SNAD claim that did show in the resolution centre and in that case I was specifically told how much eBay would charge me for the label, and I had to agree to allow them to take that charge or show I had sent money or a label instead.

I don't know what the reason it. It could be a number of things, perhaps the buyer, although in the UK bought from another ebay site. Nearly all the other sites still have the old style returns. Could be anything to be honest and logic has never been ebay's strong point.

And if all else fails, we could blame it on a glitch!

theonlywayisup

jeremy.fisher wrote: »

I think it's clear, so is my seller performance affected as well?

Your seller performance is based a variety of things but includes your defects. So, yes, your seller performance will be affected. You have the defect now, the only way to get it removed is to appeal the return as being 'misuse of the buyer protection', if that is applicable. You won't know until you have the item back (and I'm on a phone so can't check the start of the thread to remind myself what it was all about. )

soolin

theonlywayisup wrote: »

I don't know what the reason it. It could be a number of things, perhaps the buyer, although in the UK bought from another ebay site. Nearly all the other sites still have the old style returns. Could be anything to be honest and logic has never been ebay's strong point.

And if all else fails, we could blame it on a glitch!

It is what frustrates me about eBay now, I am the sort of person who likes to be able to see rules , understand them and follow them. With eBay no one, least of whom eBay, seem to know what is going on.

I can do something, a colleague can do the same thing yet they get a defect and I don't (or vice versa)

theonlywayisup

soolin wrote: »

It is what frustrates me about eBay now, I am the sort of person who likes to be able to see rules , understand them and follow them. With eBay no one, least of whom eBay, seem to know what is going on.

I can do something, a colleague can do the same thing yet they get a defect and I don't (or vice versa)

It can be worse. You do something Monday and it is defect free. Tuesday you do the same and get a defect, Wednesday you get it removed. Thursday another identical defect and Friday they say it's not removable.

jeremy.fisher_2

theonlywayisup wrote: »

It can be worse. You do something Monday and it is defect free. Tuesday you do the same and get a defect, Wednesday you get it removed. Thursday another identical defect and Friday they say it's not removable.

That's funny! Glad I found this forum, Ebay can be a lonely place sometimes!
So customer is sending back the items without original packaging which is not helpful.
What is the tracking on the labels Ebay provides, do I have to sign for the package as I am normally out when the postman calls...
When I refund is this added to my bill or does it come straight out of Paypal?