Ebay returns request from a sellers POV

[mjb1]

I sold an (expensive) item on ebay recently, and I forgot to pack one of the accessories in the box. This missing part was critical to the buyer being able to use it, so they started the returns request process through ebay (fair enough, although they could have just messaged me about it first).

When I saw their return request, I messaged back to apologise and explain that I would sent on the missing part immediately. Buyer was relieved and has now messaged back to say that they've received it and are happy with everything. But the return request is still open, and I'm getting reminder emails from ebay about how the buyer can now ask them to step in and open a case. In the website I only have the following options:

Accept a return (buyer sends it back and refund gets issued),
Give a full refund (buyer keeps the item),
Offer partial refund,
Send a message,
Ask ebay to step in and help.

None of which are any use to me. Presumably the buyer has an option to available to them to tell ebay that the matter is resolved and the no longer want to return it?

Both parcels were sent by RM signed for, and I have POD available from RM website.

[Sign-Collector]

Just ask the buyer to cancel it from their end, after all, they started the process

[mjb1]

Sign-Collector said:

Just ask the buyer to cancel it from their end, after all, they started the process

I will do, I just wanted to check I wasn't missing something that I should be doing myself.

[Butter Face]

I had this recently and clicked 'ask eBay to step in'

And they instantly decided the case in the buyers favour and refunded him!

[gregs656]

mjb1 said:

I will do, I just wanted to check I wasn't missing something that I should be doing myself.

You can't close the case from your end.

I'd send a message to the buyer through the returns window with your request for the buyer to close the case, and the reasons why - this will be visible to eBay just in case the buyer has gone on holiday for 2 weeks or something and it goes to eBay to decide.

[Silverage]

Or you can just leave it and it will time out eventually if the buyer does nothing else.

[Oakey]

The sooner someone takes a flamethrower to Ebay and Paypal the better.

[dazwalsh]

Butter Face said:

I had this recently and clicked 'ask eBay to step in'

And they instantly decided the case in the buyers favour and refunded him!

They are absolute bds for that, its about as biased towards the buyer as you can get.

[mjb1]

Update to this - the buyer was happy when they received the missing part and tested the whole lot out to their satisfaction. She sent me a message to say she was happy with it and closed the ebay return request. Today I am greeted with a paypal refund request on the basis of 'item significantly not as described'. It was an SLR camera lens, sold for over £500, item description included the ebay pre populated spec list for that exact lens. I said in the description that it is also compatible with another mount body, using the supplied adaptor. I've been using it in this combination with the exact same model of camera as the buyer, and I know it works perfectly well like that. She says that the lens isn't compatible with her camera, on the basis that she can't get good photo's from it (even though she's confirmed that it is focussing properly).

So I countered the refund request arguing that the item is as described, and in good working order. I'm a private seller, not business, and my returns policy is that I don't accept returns. Maybe it's an issue with her camera (unlikely), but more likely she doesn't know how to use it properly - apparently her compact camera takes better pictures. Well it would - it's got a totally different aperture and focal length lens.

Next issue is the Paypal website timed out when I was submitting my comments, and when I review the case these are not visible on the details. But the dispute has escalated to paypal for them to decide a resolution. I've phoned them up and they told me on the phone that my response was on file, although I'm a little dubious.

So best case scenario is that they side with me - the item is the lens described, and is on good condition, and it's now hers. I have a horrible suspicion they will side with the buyer and tell her to return it for a full refund. Worst case is they tell her to keep it and refund her anyway. I'm not really up on ebay/paypal returns/refunds beyond reading some horror stories on PH. I think this is the most expensive item I've ever sold (typical).

[Twiglets]

mjb1 said:

Update to this - the buyer was happy when they received the missing part and tested the whole lot out to their satisfaction. She sent me a message to say she was happy with it and closed the ebay return request. Today I am greeted with a paypal refund request on the basis of 'item significantly not as described'. It was an SLR camera lens, sold for over £500, item description included the ebay pre populated spec list for that exact lens. I said in the description that it is also compatible with another mount body, using the supplied adaptor. I've been using it in this combination with the exact same model of camera as the buyer, and I know it works perfectly well like that. She says that the lens isn't compatible with her camera, on the basis that she can't get good photo's from it (even though she's confirmed that it is focussing properly).

So I countered the refund request arguing that the item is as described, and in good working order. I'm a private seller, not business, and my returns policy is that I don't accept returns. Maybe it's an issue with her camera (unlikely), but more likely she doesn't know how to use it properly - apparently her compact camera takes better pictures. Well it would - it's got a totally different aperture and focal length lens.

Next issue is the Paypal website timed out when I was submitting my comments, and when I review the case these are not visible on the details. But the dispute has escalated to paypal for them to decide a resolution. I've phoned them up and they told me on the phone that my response was on file, although I'm a little dubious.

So best case scenario is that they side with me - the item is the lens described, and is on good condition, and it's now hers. I have a horrible suspicion they will side with the buyer and tell her to return it for a full refund. Worst case is they tell her to keep it and refund her anyway. I'm not really up on ebay/paypal returns/refunds beyond reading some horror stories on PH. I think this is the most expensive item I've ever sold (typical).

Fingers crossed she's not a chancer that knows she can get a refund and keep the item, I wish you the best of luck.

[sc0tt]

You just lost £500

[cat with a hat]

This is why I will happily buy anything on ebay, but hate selling

[4x4Tyke]

Empty and close the pay pal account.

[andymc]

4x4Tyke said:

Empty and close the pay pal account.

you cant if anything is pending

[mjb1]

andymc said:

4x4Tyke said:

Empty and close the pay pal account.

you cant if anything is pending

Well here's a weird thing - I always transfer funds out of my Paypal account soon after they land there, and I did on this occasion too. But I've just noticed that Paypal took the funds back from my credit card two weeks ago. And that transaction is semi hidden of my Paypal account, as it's been added onto another (completely separate) purchase I made around the same time. So Paypal did a 'chargeback' immediately on the initial return request (that was made via ebay), yet that return request was closed by the seller on the 21st October and Paypal still have hold of the funds. Whether Paypal are holding them, or the buyer has already been refunded I have no idea. Actually, they are showing on my Paypal balance, but I'm pretty sure they won't let me withdraw them at this point.

Surely when the original return request was cancelled and closed, the funds should have automatically been returned to my credit card.

[gregs656]

They would have put them back into your paypal when the first case was closed.

If you can, I would say that you will accept the return on receipt of the goods - get in touch with paypal if you have to I'd say.

[anonymous-user]

4x4Tyke said:

Empty and close the pay pal account.

don't follow this advice, paypal will take you to county court for money as well as costs.

[northwest monkey]

4x4Tyke said:

Empty and close the pay pal account.

Yeah, that'll fool 'em.

[mjb1]

Well Paypal sided with the buyer (no surprise, from what people have said, they almost always do). Item has been returned to me (all seems ok with it), and Paypal have refunded the buyer. But they haven't credited back on my Paypal fee, which is what I though was supposed to happen? They've taken the full purchase price from my account, so I'm £20 down just on the Paypal fees.

[aka_kerrly]

mjb1 said:

Well Paypal sided with the buyer (no surprise, from what people have said, they almost always do). Item has been returned to me (all seems ok with it), and Paypal have refunded the buyer. But they haven't credited back on my Paypal fee, which is what I though was supposed to happen? They've taken the full purchase price from my account, so I'm £20 down just on the Paypal fees.

Sadly that seems about right, you end up losing money on fees for a transaction that has been reversed. Check to see if the Ebay selling fee has been refunded or not..