Positive feedback then buyer asks for refund

ontheup1972

One of the things you "corrected" I'm not getting - for example sending a label yourself gives more control than through ebay in the event of a lost or damaged parcel? How so, can you expand on that?

I find it easier just to deal with return cases and get ebay to send the label, it's a simple process. You can't select that through an ordinary SNAD case and that's why I advised the return route because some people will want the easiest option.

theonlywayisup

ontheup1972 wrote: »

One of the things you "corrected" I'm not getting - for example sending a label yourself gives more control than through ebay in the event of a lost or damaged parcel? How so, can you expand on that?

I didn't "correct" I tried to clarify what you had written! If you contract the carrier, you are in control of making the claim. If you contract ebay to contract the carrier, they are in the ones who will have to reimburse you should the carrier lose/damage the parcel. From experience, that isn't easy. We don't use ebay's returns labels now. There are many examples on the ebay boards, it's like hitting your head against a brick wall with them sometimes!

ontheup1972 wrote: »

I find it easier just to deal with return cases and get ebay to send the label, it's a simple process.

The process is very simple if you buy a Hermes label. Address it to yourself, pay for it and then upload it. If the buyer doesn't ever use it Hermes will cancel. I say Hermes, but there are many other carriers or agents who will do the same.

ontheup1972 wrote: »

You can't select that through an ordinary SNAD case and that's why I advised the return route because some people will want the easiest option.

Sorry, I'm not sure what you mean by "that". What can't you select?

ontheup1972

You can't select that ebay send a label through a SNAD can you?

To be fair it's been a while since I've had to deal with a SNAD case, I rarely have to deal with returns.

ontheup1972

Also, I didn't know you could do returns through Hermes by addressing a label to yourself. It does sound easy but so is clicking a button to send an ebay label.

I've never used Hermes because everything I send (apart from the occasional UPS parcel) goes through DMO.

theonlywayisup

ontheup1972 wrote: »

You can't select that ebay send a label through a SNAD can you?

To be fair it's been a while since I've had to deal with a SNAD case, I rarely have to deal with returns.

As a seller, if I get a SNAD I get the option to refund without return, send a label, use the ebay label or ignore the case.

If I opt for the ebay label, I get the choice, usually of 2-3 services, RM, Collect Plus or Hermes.

Snowbelle

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.

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.

They've now opened a "return request" and I have 4 options the first being accept the return and:
"You pay for postage and can send our return label or your own. Wait to get the item back before you refund the buyer."
I didnt realise there were different SNAD they could open.

theonlywayisup

ontheup1972 wrote: »

Also, I didn't know you could do returns through Hermes by addressing a label to yourself. It does sound easy but so is clicking a button to send an ebay label.

I've never used Hermes because everything I send (apart from the occasional UPS parcel) goes through DMO.

You can do a returns label for any of the carriers. It's just a case of it being in reverse and the buyer using it instead of you.

theonlywayisup

Snowbelle wrote: »

They've now opened a "return request" and I have 4 options the first being accept the return and:
"You pay for postage and can send our return label or your own. Wait to get the item back before you refund the buyer."
I didnt realise there were different SNAD they could open.

As they've opened a case you need to decide what you want to do.

They are the standard 4 options.

What is the weight/size of the item? It will almost certainly be cheaper for you to print a label through Parcel2go or Hermes themselves than use the label eBay supply. The minimum charge eBay make is £2.99 but it depends on the size etc.

Snowbelle

theonlywayisup wrote: »

You can do a returns label for any of the carriers. It's just a case of it being in reverse and the buyer using it instead of you.

OK thanks.

Snowbelle

theonlywayisup wrote: »

As they've opened a case you need to decide what you want to do.

They are the standard 4 options.

What is the weight/size of the item? It will almost certainly be cheaper for you to print a label through Parcel2go or Hermes themselves than use the label eBay supply. The minimum charge eBay make is £2.99 but it depends on the size etc.

Its small so will be £2.79 with Hermes so will send them this label.