Return request

Rosco62

OP how much was the item and how much was postage

pbartlett

You probably know this anyway, but on the off chance that it helps:
1. a buyer can return anything to you. You have to refund them, including the outgoing postage.
2. if they return saying they changed their mind, or don't like it or whatever, they pay the postage back to you
3. if they say it is 'not as described' then you pay the return postage. By the way, it doesn't matter if it's true or not - you pay anyway. That is why many buyers use the SNAD reason.
4. if you do all the above, you get your selling fees back. If you don't, the buyer complains to eBay and 99% of the time eBay sides with the buyer and refunds them anyway - and you don't get your selling fees back as a penalty for being awkward. You also almost certainly get poor feedback from the buyer.

moonpenny

theonlywayisup said:

moonpenny said:

I declined the request to refund (clicked the box on ebay message to not refund and close case). Now, I have had nasty messages from buyer saying they have returned anyway and if I don't pay ebay have advised them to open PayPal case.
If I now pay on receiving back item will ebay automatically see to that and will I also have paid for postage (buyer should pay for change of mind return) 
Unsure how to proceed with this.

Ignore the messages. 

I am unclear on your meaning in your second paragraph.   Has the buyer opened a Paypal case?  What do you mean about ebay seeing to that?  Have you sent a payment/label for returns postage?

You will not have to pay returns postage if the buyer has opened a paypal case (you wouldn't have had to pay returns postage on an ebay change of mind return anyhow).  If they do return, you will have to refund the original payment (which includes the outward postage). 

Personally, I would wait to see what if anything comes back. 

Buyer has already sent item back to me (the day after receiving it)  They sent pics of Postage label along with comments on having spoken to ebay and them advising a PayPal chargeback.

I have caved in and agreed to refund on receiving item back.

Problem is, because I clicked on the "no return and close case" on ebay form, I don't  know if ebay will automatically issue refund or will i have to do it myself in my PayPal account? (I am afraid of it being paid out twice as the case was closed on ebay)

theonlywayisup

moonpenny said:

theonlywayisup said:

moonpenny said:

I declined the request to refund (clicked the box on ebay message to not refund and close case). Now, I have had nasty messages from buyer saying they have returned anyway and if I don't pay ebay have advised them to open PayPal case.
If I now pay on receiving back item will ebay automatically see to that and will I also have paid for postage (buyer should pay for change of mind return) 
Unsure how to proceed with this.

Ignore the messages. 

I am unclear on your meaning in your second paragraph.   Has the buyer opened a Paypal case?  What do you mean about ebay seeing to that?  Have you sent a payment/label for returns postage?

You will not have to pay returns postage if the buyer has opened a paypal case (you wouldn't have had to pay returns postage on an ebay change of mind return anyhow).  If they do return, you will have to refund the original payment (which includes the outward postage). 

Personally, I would wait to see what if anything comes back. 

Buyer has already sent item back to me (the day after receiving it)  They sent pics of Postage label along with comments on having spoken to ebay and them advising a PayPal chargeback.

I have caved in and agreed to refund on receiving item back.

Problem is, because I clicked on the "no return and close case" on ebay form, I don't  know if ebay will automatically issue refund or will i have to do it myself in my PayPal account? (I am afraid of it being paid out twice as the case was closed on ebay)

I wouldn't refund anything until they open a Paypal case (assuming there is no open ebay case). 

It can't be paid back twice unless you send money.  A refund can only be made once, regardless of ebay/paypal doing it. 

soolin

The issue here is now that I don’t see an easy way of getting your ebay fees back. You can refund via the PayPal case (tell buyer he needs to open a PayPal case if he hasn’t already done so) but that doesn’t mean your ebay fees are refunded . You might be able to do a cancellation on ebay, but I’m not sure if that is possible once a case has been opened and closed. 

moonpenny

soolin said:

The issue here is now that I don’t see an easy way of getting your ebay fees back. You can refund via the PayPal case (tell buyer he needs to open a PayPal case if he hasn’t already done so) but that doesn’t mean your ebay fees are refunded . You might be able to do a cancellation on ebay, but I’m not sure if that is possible once a case has been opened and closed. 

I don't think they have opened a PayPal case just a load of threats saying they have spoken to ebay and they have advised they do that etc.
As I have agreed to refund now, do I just go into my PayPal and refund buyer from there with no more contact with ebay on this issue?

I know I will lose my fees but am so -fed up with this, I feel like i have been blackmailed as they are returning item anyway regardless of case being closed.
Item is brand new with all labels and perfect condition and exactly as stated on listing.

Incidently, what is correct procedure when an item is returned without sellers agreement?

soolin

moonpenny said:

soolin said:

The issue here is now that I don’t see an easy way of getting your ebay fees back. You can refund via the PayPal case (tell buyer he needs to open a PayPal case if he hasn’t already done so) but that doesn’t mean your ebay fees are refunded . You might be able to do a cancellation on ebay, but I’m not sure if that is possible once a case has been opened and closed. 

I don't think they have opened a PayPal case just a load of threats saying they have spoken to ebay and they have advised they do that etc.
As I have agreed to refund now, do I just go into my PayPal and refund buyer from there with no more contact with ebay on this issue?

I know I will lose my fees but am so -fed up with this, I feel like i have been blackmailed as they are returning item anyway regardless of case being closed.
Item is brand new with all labels and perfect condition and exactly as stated on listing.

Incidently, what is correct procedure when an item is returned without sellers agreement?

Re your last point it is actually very rare as most sellers, even private ones allow returns just to stop buyers being silly about playing the system.  I accept returns on my private accounts as that way I can control it to some extent and remind buyers they need some sort of protection against loss or damage, sometimes when they check how much it will cost to return they just don’t bother.

Technically though as there is no case open you can still refuse and just let them know when it arrives that you have it and will post it back if they supply the postage up front , that will probably just start a whole new problem though. They can still open a PayPal case though.

Rosco62

I'm surprised the OP agreed to refund
If the item was listed with photos/description/size/make etc and listed no returns, why on earth refund just because buyer says it was too big

pinkshoes

I would wait and see what turns up first before issuing any refund. 

And if they do leave any negative feedback, just respond politely to it stating that the item dimensions were clearly listed. It will make the buyer look stupid and certainly wouldn't put off any future customers. 

janb5

Also if the buyer is abusive, Ebay usually take a dim view of that as the messages are evidence.