Positive feedback then buyer asks for refund

Snowbelle

theonlywayisup wrote: »

Yes. Ask them to open a return. When they do, buy the label and upload it. They will then have to print it out and return the item, you then refund when you've got the item back.

If they don't use the label, most carriers will refund you (Parcel2go and Hermes will if they see it hasn't been used, I'm sure there are others).

If you need more detailed help, just say. There's nothing worse than being given advice and you can't make head nor tail of it :-)

Thanks for your help. I'm just waiting for them to open a case then I will follow your instructions.

theonlywayisup

Not mine, specifically! But yes, it will be the advice of the board (as a whole). Just let them know you are "sorry" they want to return, tell them to open a returns case and you will refund in full when you've got the item back.

Pun

If you're planning to use a courier such as MyHermes, ask them if they would like to drop the item at a local ParcelShop, or have the item collected from their home/office address and if so on what day (costs you 50p extra). Otherwise you can guarantee they 'won't be in' the day you arrange collection; or 'I don't have a ParcelShop near me'.

As to what you'll do with the item - ignore the question.

theonlywayisup

Pun wrote: »

If you're planning to use a courier such as MyHermes, ask them if they would like to drop the item at a local ParcelShop, or have the item collected from their home/office address and if so on what day (costs you 50p extra). Otherwise you can guarantee they 'won't be in' the day you arrange collection; or 'I don't have a ParcelShop near me'.

As to what you'll do with the item - ignore the question.

I disagree, I don't give buyers the option for a return. They either take it to their local PO or to a Hermes drop off point. Been there, seen that and have the full teeshirt range. You don't want to be fannying with a collection when you've accepted the return.

Pun

theonlywayisup wrote: »

I disagree, I don't give buyers the option for a return. They either take it to their local PO or to a Hermes drop off point. Been there, seen that and have the full teeshirt range. You don't want to be fannying with a collection when you've accepted the return.

You may disagree - but the buyer may not be anywhere near a drop off point if the return service is MyHermes.

theonlywayisup

Pun wrote: »

You may disagree - but the buyer may not be anywhere near a drop off point if the return service is MyHermes.

No, but you could book the collection and the person decides they can't be at home. It's a hassle to rebook. Worse still the buyer waits in all day and Hermes don't collect.

As a seller you chose the return service for SNADs. Give them the option of Royal Mail or Hermes or even Collect Plus. It's down to them after that.

samsung_laptop

mrcol1000 wrote: »

Unfortunately it makes no difference about feedback.

Yes it does. I bought a part for my car and when it arrived I left positive feedback but when I tried to fit the part it was the wrong one :mad: I then opened a dispute and lost and ebay told me I should of checked the part before leaving feedback.

theonlywayisup

samsung_laptop wrote: »

Yes it does. I bought a part for my car and when it arrived I left positive feedback but when I tried to fit the part it was the wrong one :mad: I then opened a dispute and lost and ebay told me I should of checked the part before leaving feedback.

If you were told that you were told incorrect info.

What was the timescale of your dispute? Did you say that you had fitted it?

ontheup1972

Snowbelle wrote: »

I've had a buyer left me positive feedback for an item then an week later has sent a message saying it was not as described and can I refund them and that they will return the item if I provide a pre-paid label. Do I just ask them to open a case with ebay and accept the return then refund?

I'm not sure if all sellers are able to do this, but if you are, then ask them to open a return SNAD rather than a standard SNAD case.

All they need to do is click "I would like to return my item" in their purchase history, and that will open up the return.

If they enter the reason as SNAD you will be asked to pay for the return if you accept it.

Once you accept, ebay will send the buyer a tracked return label to the buyer to print out. This will cost you £2.99 which will be paid in your next monthly invoice. You will not get a defect for this,

If the buyer claims that they do not have a printer, you would have to find another way of getting a label to them - but you wouldn't be charged £2.99 from ebay if the buyer has not printed their label out.

theonlywayisup

Just to clarify a few bits here.

ontheup1972 wrote: »

I'm not sure if all sellers are able to do this, but if you are, then ask them to open a return SNAD rather than a standard SNAD case.

All they need to do is click "I would like to return my item" in their purchase history, and that will open up the return.


If they enter the reason as SNAD you will be asked to pay for the return if you accept it.

If a SNAD is opened, the seller will in effect have little option but to accept the return. If they don't the buyer can escalate and it is almost entirely ruled in the buyer's favour.

ontheup1972 wrote: »

Once you accept, ebay will send the buyer a tracked return label to the buyer to print out. This will cost you £2.99 which will be paid in your next monthly invoice. You will not get a defect for this,

Ebay will give the seller an option to use the eBay label or to use their own. It is almost ALWAYS better to use your own label as you retain control over an item being lost/damaged in transit. If the seller has sold an item which doesn't have the weight/dimensions in the listing, eBay may make their own assumption about which service is relative to the return. The prices start at £2.99. That said, if the seller choses to use an eBay label, all of the prices and services are shown when go through to decide on the label choices.

ontheup1972 wrote: »

If the buyer claims that they do not have a printer, you would have to find another way of getting a label to them - but you wouldn't be charged £2.99 from ebay if the buyer has not printed their label out.

If you use an eBay label, the seller isn't charged unless the label is used. If it is printed and not used, the seller isn't charged.