Ebay buyer wants to return jacket

iwant2savemoney

Sold a brand new jacket with tags on ebay, today had a message off ebay stating buyer wants to return item and ive also got to pay return postage, the jacked was listed as a size 12, tags show it is a size 12, buyer says it does not fit, its more like a size 10, do i have to accept this return.

Message off ebay.....

Respond to return request

Hello

The buyer has requested a return because there’s something wrong with the item. Please accept this request and provide a return postage label as soon as possible. If you don't resolve this request by Mar 30, 2021, you may be required to issue a refund without the item being returned to you. Here's what you need to do: Buy a return label with tracking through UPS, FedEx or the courier of your choice If you're an international seller, please choose your preferred service and prepare necessary customs documentation. If the item is valued over $750, you must also add signature confirmation to the label. Accept the return request. Save the return postage label as a PDF or image and upload it before Mar 30, 2021. Remember to add the courier and tracking number. If you can’t provide a label Come up with a reasonable solution for your buyer. If you need more information, see our help page for more resolution options. The funds for this transaction will be unavailable until this return has been closed. You can also use these funds to issue a refund. You must issue a refund within 2 days of the item being delivered. You can ask us to step in and help if there's a problem with the buyer's request.

goodfella66

I'm afraid you will need to accept the return and pay the postage. From your email it looks like the buyer purchased it via the .com site rather than the UK site hence why you can't buy a label from Ebay. You'll need to buy a postage label from whoever and then upload it so the buyer can print it out. 

soolin

OP, can you clarify please whether this was a sale to a UK buyer on ebay UK or whether it was an international sale or via GSP? Also are you a business or private seller and if private do you offer change of mind returns?

The fact they appear to be returning from overseas throws a spanner in the works but if you are a business seller and have returns enabled and are in good standing with ebay then there is a possibility you can get ebay to change the return to a change of mind return due to manipulation of the buyer guarantee, I have managed that myself where someone choose to return something despite my listing being correct. There are a lot of factors in play here and a little more information would be useful before advising. 

iwant2savemoney

Hi,  I am a private seller, I stated no returns accepted on the listing and it was posted to a UK address.

soolin

iwant2savemoney said:

Hi,  I am a private seller, I stated no returns accepted on the listing and it was posted to a UK address.

Ok, that’s why buyer has opened a SNAD they can’t get their money back any other way, this is not an uncommon scenario and one reason why I usually suggest even private sellers offer returns. 

I have 2 suggestions, firstly phone EBay ask then why you can’t issue a simple label, express concern that item has been shipped on to a different address overseas and is therefore not covered by the buyer guarantee. Personally that would be my preferred option .

Or call the buyers bluff, from the original PayPal payment (assuming you are not on managed payments) issue a partial refund for the cost of a return label and confirm in the case that you have sent funds for a return label and buyer needs to upload the tracking number.  Then buyer has the choice , keep the partial refund and don’t return , or return and get a refund of the rest of the payment. If they do return you will also need to make a separate refund for the postage already sent, but you can sort that out later.

iwant2savemoney

Hi soolin,  you state. .. express concern that item has been shipped on to a different address overseas,  I posted out to a UK address.

jeffuk

Is it possible the UK address is the GSP hub?

soolin

iwant2savemoney said:

Hi soolin,  you state. .. express concern that item has been shipped on to a different address overseas,  I posted out to a UK address.

I meant after delivery, ie buyer sent it on. I’m trying to account for the fact that claim has apparently been opened in EBay. Com. is there any clues in the address? GSP hub or a shipping company or anything? How quickly has the SNAD claim been opened after dispatch. 

I’d still phone EBay and ask why they appear to be only offering non UK standard label options. 

iwant2savemoney

Hi soolin,  think you've misread it,  it's step 2 not option 2.

soolin

In that case just phone ebay - you need to do that urgently as you are running out of time.

iwant2savemoney

Phoned ebay , they were not really interested to hear my side, was told to arrange a courier.