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Returns
Happydays_56
Posts: 94 Forumite
Having had something like 2 returns for the whole of last year we've had 3 in the last week alone !!
This is on a business account. The thing is the buyers are using not as described/something wrong with the item as a way to get the postage paid by us for the return.
When we get the items back they work just fine but it's too late by then of course.
Anyway this morning I get a returns request for a widget where the buyer states the item doesn't match descrition or photos . They were expecting a widget that weighed X KG as per the advert and this widget is not the quality and weight I was expecting.
The advert did not specify a weight and not something I would do but ok can from now on. Of course they could have asked before buying but hey ho.
My question is in this case it's a change of mind in my eyes as the description and what they rec'd match so do we HAVE to pay return postage ?
Ebay do say in the notification message we can ask them to step in if there's a problem with the buyers request, so is that something worth doing.
We've no problem having the item back and refunding providing we get the same item back of course as a simple change of mind but why should we have to fork out postage in both directions
This is on a business account. The thing is the buyers are using not as described/something wrong with the item as a way to get the postage paid by us for the return.
When we get the items back they work just fine but it's too late by then of course.
Anyway this morning I get a returns request for a widget where the buyer states the item doesn't match descrition or photos . They were expecting a widget that weighed X KG as per the advert and this widget is not the quality and weight I was expecting.
The advert did not specify a weight and not something I would do but ok can from now on. Of course they could have asked before buying but hey ho.
My question is in this case it's a change of mind in my eyes as the description and what they rec'd match so do we HAVE to pay return postage ?
Ebay do say in the notification message we can ask them to step in if there's a problem with the buyers request, so is that something worth doing.
We've no problem having the item back and refunding providing we get the same item back of course as a simple change of mind but why should we have to fork out postage in both directions
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Comments
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Happydays_56 wrote: »Having had something like 2 returns for the whole of last year we've had 3 in the last week alone !!
This is on a business account. The thing is the buyers are using not as described/something wrong with the item as a way to get the postage paid by us for the return.
When we get the items back they work just fine but it's too late by then of course.
Anyway this morning I get a returns request for a widget where the buyer states the item doesn't match descrition or photos . They were expecting a widget that weighed X KG as per the advert and this widget is not the quality and weight I was expecting.
The advert did not specify a weight and not something I would do but ok can from now on. Of course they could have asked before buying but hey ho.
My question is in this case it's a change of mind in my eyes as the description and what they rec'd match so do we HAVE to pay return postage ?
Ebay do say in the notification message we can ask them to step in if there's a problem with the buyers request, so is that something worth doing.
We've no problem having the item back and refunding providing we get the same item back of course as a simple change of mind but why should we have to fork out postage in both directions
If they opened a case for not as described then you must pay return postage.
Why should you have to pay return postage? Because that's the terms and conditons you agreed to when you signed up to ebay and because as a business that is how the law works. Regardless of what you feel it is, that's not how the law or ebay see it.
It may be that somewhere else listed the weight and they've got confused thinking you stated it. If they feel the item doesn't match the listing for whatever reason then it's not a change of mind.
If you're suddenly getting a load of returns in a very short time then there's likely to be a reason for it.0 -
I signed up to paying for return postage if there's something wrong with the item in this instance there isn't, the buyer didn't read the description. They have got it and it's not what they thought it was so to my mind they have changed their mind about wanting it. I have not mislead in the description.
So to my mind they can return it no problem but at it should be at their cost.
As for the returns increase, I really don't know, we're not doing anything different. 3 for us is a lot
The other 2 of the 3 recent one's were as follows:-
1) It's not as big as my son thought it would be.
The dimensions were clearly listed in the description as they have been before with no issues.
2) The item doesn't work.
Received back, tested and it DOES work. Again clearly a change of mind using the system to get a free return0 -
Happydays_56 wrote: »I signed up to paying for return postage if there's something wrong with the item in this instance there isn't, the buyer didn't read the description. They have got it and it's not what they thought it was so to my mind they have changed their mind about wanting it. I have not mislead in the description.
So to my mind they can return it no problem but at it should be at their cost.
As for the returns increase, I really don't know, we're not doing anything different.
The other 2 of the 3 recent one's were as follows:-
1) It's not as big as my son thought it would be.
The dimensions were clearly listed in the description as they have been before with no issues.
2) The item doesn't work.
Received back, tested and it DOES work. Again clearly a change of mind using the system to get a free return
With sizing issues, if you have the size in the item specifics, description and title, Ebay may look favourably on it. However, in my experience is they will still force you to pay returns postage and certainly where no size at all exists there.
You can always report a buyer. If enough reports are received, ebay may act.0 -
Happydays_56 wrote: »I signed up to paying for return postage if there's something wrong with the item in this instance there isn't, the buyer didn't read the description. They have got it and it's not what they thought it was so to my mind they have changed their mind about wanting it. I have not mislead in the description.
So to my mind they can return it no problem but at it should be at their cost.
A change of mind would be if they no longer want the item they ordered, not that they don't feel it matches the listing and that they still want the item they thought they were getting. If they've got something different to what they expected of course that don't want that specific item, it was never what they wanted.
If they opened a case for not as described it doesn't matter what you think. You pay the return postage or you risk ebay refunding them without the item being sent back and I belive you'll get a mark against you. I should also add you risk getting negative feedback and low stars.
The listing may be clear to you, it doesn't mean it's as clear to everyone else either due to the way it's worded or just because some people are idiots. You need to try and make sure that there's nothing that could be seen as misleading or unclear to anyone.
1. That one sounds unlucky. Some peope are really bad with dimensions. In that case it sounds like a parent bought it for their son so the son may have just assumed the size and never even read the listing, just asked for them to buy that item.As for the returns increase, I really don't know, we're not doing anything different. 3 for us is a lot
The other 2 of the 3 recent one's were as follows:-
1) It's not as big as my son thought it would be.
The dimensions were clearly listed in the description as they have been before with no issues.
2) The item doesn't work.
Received back, tested and it DOES work. Again clearly a change of mind using the system to get a free return
2. Not clearly at all. Maybe they didn't understand how it works and thought they were doing the right thing to get it to work and they weren't but they blamed the item. Does it take batteries? Maybe they had dead batteries, didn't realise and assumed it was the product that was faulty. Maybe they put the batteries in wrong. Does it need charging? Maybe they used a faulty charger that didn't come with the item. Course I don't know what the item is but there are plenty of reasons why people may not think a working item is working.0 -
Had an increase in returns myself recently 1 a few weeks ago was for a cheap mobile phone buyer claimed they couldn't make or receive calls when I asked what the problem was as phone was tested and worked prior to sending buyer said they couldn't make calls when I asked if they had put a sim card with credit in the phone they said yes they had put a free sim they had received in the phone but they didn't know the sim card had to be topped up to activate so the phone wouldn't work. Had to accept the return as technically the phone won't make calls without a working sim card.
Yes its annoying but not a lot you can do report the buyer if you think they are misusing returns,0 -
2nd item yes it needs batteries, sent a message asking if they were using new batteries, put in correctly etc reply back yes in both instances.
Got the item back, put batteries in and it works straight away.
So to my mind they have got the item the same as the person who got the widget which DID match the listing and decided they didn't like it. Both were as described in the descriptions.
Anyway as you say nothing can be done I'll have to agree and people obviously know that if they put not as described the seller has to pay the postage and so they will use that reason regardless.0 -
Happydays_56 wrote: »2nd item yes it needs batteries, sent a message asking if they were using new batteries, put in correctly etc reply back yes in both instances.
Got the item back, put batteries in and it works straight away.
So to my mind they have got the item the same as the person who got the widget which DID match the listing and decided they didn't like it. Both were as described in the descriptions.
Anyway as you say nothing can be done I'll have to agree and people obviously know that if they put not as described the seller has to pay the postage and so they will use that reason regardless.
They may have said yes, doesn't mean that's the case. They may have thought they were new batteries and/or in correctly, but they could be wrong. Could it have been that the batteries weren't strong enough? Like they used new ones but a cheap brand or something? Somethings work with any batteries, other only work with specific ones.
You're just making assumptions though. Not all buyers are trying to screw you over by stating not as described in order to get free returns. Some will, but there are plenty of genuine buyers too (some may be really stupid, but they're still genuine).0 -
Flyonthewall wrote: »
Why should you have to pay return postage? Because that's the terms and conditons you agreed to when you signed up to ebay and because as a business that is how the law works. Regardless of what you feel it is, that's not how the law or ebay see it.
News to me, whilst an omission may be classed as misleading (if the OP went out of their way to pass their widget off as one of better quality by deliberately not mentioning the weight), the customers return sounds like change of mind to me and is exactly what the cancellation regs are for, i.e, brought it, handled it, decided it wasn't what they expected. No return postage due here under the regs.
What eBay thinks on the other hand...In the game of chess you can never let your adversary see your pieces0 -
the_lunatic_is_in_my_head wrote: »News to me, whilst an omission may be classed as misleading (if the OP went out of their way to pass their widget off as one of better quality by deliberately not mentioning the weight), the customers return sounds like change of mind to me and is exactly what the cancellation regs are for, i.e, brought it, handled it, decided it wasn't what they expected. No return postage due here under the regs.
What eBay thinks on the other hand...
The law says if a customer claims an item is not as described then a business seller must pay return postage.
Whether the buyer in this case is being truthful or not or how well the listing is written is beside the point because if the returns case is for not as described then that's what the return in classed as and both ebay and the law state the same.0 -
Flyonthewall wrote: »The law says if a customer claims an item is not as described then a business seller must pay return postage.
Whether the buyer in this case is being truthful or not or how well the listing is written is beside the point because if the returns case is for not as described then that's what the return in classed as and both ebay and the law state the same.
No, not at all. If someone buys a bouncy castle and claims it's not as described because they wanted to buy a trampoline that doesn't mean the trader must accept their claim and cover their costs.
The goods must actually be faulty, not as described, etc, not just on the buyers say so.In the game of chess you can never let your adversary see your pieces0
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