Overseas return request
So, I have finally received my first return request from overseas.
The item was sent to the UK, and the buyer (with 8 feedback) now wants to return it. She's marked it as "Not as described", but I think it's just a case of buyers remorse.
Anyway, I have a message from Ebay to respond to the case within 4 days.
The buyer sent me a message asking for my postal address, which I have given her.
As yet I have not responded to the case as I don't want to go ahead without first consulting these boards.
Because she's marked it as Not Described, I'm responsible for postage.
1) I'm assuming I can only refund her what she spends on the postage once I get back the item and can work out the exchange rate?
2) The case does not show up in my resolution centre, but wants me to log in to Ebay UK?
3) The buyer needs to supply tracking back to me, correct?
retailtherapist_8
·10 years agoI have just had the exact same experience.Do not reply to the buyers refund claim yet. I was told to contact the buyer not through the case but through ebay message system stating nnothing more than " the item sent was exactly as described".
Thankfully I called ebay and asked to speak to a supervisor.
Please do this as this will save you a lot of grief. I was told to wait the 4 days then ask ebay to step in and escalate to a dispute which I did. You get to explain your side of the story over the phone( they took notes and added them so anyone following up subsequently would know what was going on), and if your description is detailed its harder for the buyers to argue a claim.
They opened and closed the case same day in my favour thankfully.
Buyers remorse does not qualify for ebay money back guarantee.
The ebay rep was AMAZING, incredibly helpful and knew ebay policy to a tee.
They will speak to the ebay rep in the UK on your behalf as the refund is generated from the site used.
If they find in your favour the entire transaction is wiped from your feedback and seller ratings and dashboard.
Best of luck to you its not a pleasant experience especially when you try so hard to look after all your buyers.
retailtherapist_8
·10 years agoYou need to contact ebay au to get the best help, go to selling problems , keep bring up the different options til it brings up a phone number and one time passcode. Dont follow the prompts linked to the refund request or it will keep sending you through to ebay uk.