I had a buyer request a return - she bought an old TV magazine with an actor on the cover, apparently expecting an article on the actor to be inside. There wasn't, not did my item description say or imply that there was. She bought a near-identical item from another seller a few days later for about 75% of what she paid for mine - and did the same with that seller: no article, returning the item.
"No returns" was stated on the original listing. Despite that, she requested a return, and chose "I don't want the item any more" as the reason (mistakenly, she says). eBay told me I didn't have to accept the return on that basis or issue a refund. They dealt with it, and removed the negative feedback she left.
So, matter resolved, right? Uh-uh...
The buyer stated that she'd be returning it anyway, and sure enough, I've just had a DHL "missed delivery" card pop up on my doorstep.
eBay Customer Service rep stated in an e-mail (after the buyer had said she'd be returning it regardless): "I understand that they're still forcing to send back the item and try to get their money back with the help of their financial institution. What I do suggest is that you refuse to collect the item or you can return it to the sender. That way, they get to keep it no matter how they try to send it back to you for a refund".
Refusing to collect it seems childish, while returning the item to the buyer could just be the start of a game of ping-pong. But, if I actually collect the item, I'm more or less obliged to refund her, as I then have both the item and her money. As the transaction fell through not as a result of any wrong-doing on my part, but as a direct result of her either assuming the item would be something it wasn't, or having second thoughts between purchase and delivery, I'm not inclined to refund (and in any case, I no longer have the money).
The item went for an unusually high price (several hundred dollars). The unsuccessful bidder, who bought many other items from me in the same week, would still like the item, but isn't willing (not surprisingly!) to go to the same figure she went to before (less than a quarter, in fact).
So - where to from here?
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