Large Order to Denmark, Buyer Refused Delivery & Opened Returns Case

browolf

the ebay buyers policy at
http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

clearly states buyers are not covered in the case of buyer's remorse. refusing delivery falls into that category. And definitely if they stated in the case they opened because they found a better price.

The buyer should have cancelled the order before despatch or received the order and asked for a return paying return costs.

You should call ebay about the case and make sure to quote the buyers policy to them. And Unfairness,etc buyer trying to avoid paying return costs by refusing delivery etc.

Say you're willing to give a refund minus the courier fee to have the items returned to you. Ebay should side with you in this matter because of the policy.

soolin

browolf wrote: »

the ebay buyers policy at
http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

clearly states buyers are not covered in the case of buyer's remorse. refusing delivery falls into that category. And definitely if they stated in the case they opened because they found a better price.

The buyer should have cancelled the order before despatch or received the order and asked for a return paying return costs.

You should call ebay about the case and make sure to quote the buyers policy to them. And Unfairness,etc buyer trying to avoid paying return costs by refusing delivery etc.

Say you're willing to give a refund minus the courier fee to have the items returned to you. Ebay should side with you in this matter because of the policy.

That refers to the eBay money back guarantee for INR or SNAD claims. OP has a returns request which is not covered by that guarantee.

Looking at the help pages it appears to be almost entirely dependent on the seller return policy and the legal right (in the UK) to have an automatic right to a return for goods bought online.

http://pages.ebay.co.uk/help/policies/buying-practices.html

My worry here is this bit from the help,pages;
You are not legally permitted to charge restocking fees or any type of administration fee.
Under the Consumer Contracts Regulations, business sellers cannot insist that buyers return the item in a certain condition.
Include returns information in your item description where buyers may not see it. (Use the Additional return policy details section of the listing form instead.)

Would the £100 required to have the goods returned constitute a fee of any sort, and therefore not payable by the buyer?
http://pages.ebay.co.uk/help/policies/selling-practices.html#returns

the_lunatic_is_in_my_head

browolf wrote: »

You should call ebay about the case and make sure to quote the buyers policy to them. And Unfairness,etc buyer trying to avoid paying return costs by refusing delivery etc.

I think calling eBay is a bad idea IMHO, the automated system should close the return in OP's favour if the buyer asks eBay to step in and there's no tracking for the return (assuming it's change of mind and not SNAD).

soolin

the_lunatic_is_in_my_head wrote: »

I think calling eBay is a bad idea IMHO, the automated system should close the return in OP's favour if the buyer asks eBay to step in and there's no tracking for the return (assuming it's change of mind and not SNAD).

It's a return which a business seller is obliged to accept.

TKPeters

the_lunatic_is_in_my_head wrote: »

You said in the OP Buyer has opened a Return Case [Better Price Found] do you mean better price found is what they've selected, i.e the eBay return is change of mind and not SNAD?

If so I believe (unless your return policy has "seller pays for return postage" selected) the buyer has to return something to you with tracking.

If the buyer is being that difficult I'd focus on getting the goods back and see how the return plays out, last thing you want is eBay refunding the buyer who then goes and collect the goods!

Yes, that is what the buyer has selected.
We state Buyer pays for returns & he cannot do that, as he doesn't have anything to return, nor can he collect them as we've taken back control of the parcel.

Brooker_Dave wrote: »

I think ebay will just refund, and OP will have stump up for return, or let the parcel company dispose of whatever it is.

Sadly in the world of internet retailing, the customer is always right, and always gets a refund if it's some sort of card based payment.

We are paying for the return, on our own account with the courier & I will not be letting £800 order be disposed of & I will defend a chargeback with the tracking details.

soolin wrote: »

It's a return which a business seller is obliged to accept.

We have no problem in accepting returns, although I do have a problem in paying for that return from outside the UK, with a courier that we only have a Negotiated Contract with their UK arm

the_lunatic_is_in_my_head

soolin wrote: »

It's a return which a business seller is obliged to accept.

A business seller isn't legally obligated to accept an eBay returns case, they are legally obligate to extend the right to cancel.

If the case closes without a refund OP can recover the goods via the courier, deduct the extra P&P charge above the basic rate and the direct costs of recovery, refund the rest and be on the correct side of the law.

soolin

the_lunatic_is_in_my_head wrote: »

A business seller isn't legally obligated to accept an eBay returns case, they are legally obligate to extend the right to cancel.

If the case closes without a refund OP can recover the goods via the courier, deduct the extra P&P charge above the basic rate and the direct costs of recovery, refund the rest and be on the correct side of the law.

A business seller online is obliged to accept a return.

Add eBay into this equation and this just becomes a headache for the OP.

TKPeters

soolin wrote: »

A business seller online is obliged to accept a return.

Add eBay into this equation and this just becomes a headache for the OP.

Just became a little more of a nighmare, phoned eBay Top Customer support in Dublin to check the offical line, as I also want the 8% FVF refunding.
I have to refund in full & send the buyer a Paypal payment request for the return costs

soolin

TKPeters wrote: »

Just became a little more of a nighmare, phoned eBay Top Customer support in Dublin to check the offical line, as I also want the 8% FVF refunding.
I have to refund in full & send the buyer a Paypal payment request for the return costs

That's what I feared, I do love the naivety of CS who think a buyer is going to pay a PayPal invoice.

I really feel for you here, you do everything correctly and the system completely fails you. My only suggestion, and it is a poor one, is to try Dublin again to see if you get a better rep.

I do feel now though the CS people have their hands completely tied , the old days when they could use a bit of common sense have gone and it now seems to be a case of 'the computer says no'.

TKPeters

I did laugh at her when she suggested it, explaining the buyer's attitude on the messages & the fact I could not force the buyer to pay it