topic Re: Item Not Received request for an item they returned in Selling

Item Not Received request for an item they returned

collectibles_in_canberra — Thu, 16 Apr 2015 11:35:30 GMT

We received an item today returned in an envelope with no communication at all.

The envelope has a personalised return address sticker on the back with the buyers name & address.

We then tonight received an "Item Not Received Request" for it and that they want a refund.

It is an old 1936 PMG Pay scale letter & graph which I assume they photocopied and then returned.

How can they be stupid enough to claim it was not received after sending it back with their own sticker and postmarked from their suburb.

Another defect from Ebay for this idiotic system.

Re: Item Not Received request for an item they returned

lyndal1838 — Thu, 16 Apr 2015 12:44:31 GMT

There are a limited number of reasons for returning items....no matter which one the buyer chose it would be a lie.

Just be thankful you did get it back and can sell it again.

And thank your lucky stars that they have told you the reason through ebay messages. If they do leave yoiu a neg you can probably have it removed now that they have admitted to lying.

This sort of buyer may be a pain in the proverbial but they end up cutting their own throats. Just ride it out and use their messages to your advantage.

Re: Item Not Received request for an item they returned

jensmanchester-australia — Thu, 16 Apr 2015 13:21:54 GMT

Lyndal - the problem with the buyer claiming item not received is that the seller is automatically issued with a defect by ebay.

If they had chosen one of the buyer remorse reasons then the seller would have not given a defect. Ebay make it almost impossible to get defects removed without jumping through hoop, even if the seller is totally in the right.

Re: Item Not Received request for an item they returned

davewil1964 — Thu, 16 Apr 2015 13:41:15 GMT

Thus, sellers have no incentive to make good with trigger happy buyers.

"Enhancing the buyer's experience"

Re: Item Not Received request for an item they returned

lyndal1838 — Thu, 16 Apr 2015 14:16:41 GMT

I realise that Jen, but if the buyer has committed it to writing that they just wanted to check that the seller had received it, surely that is very clear that the buyer did get it and returned it of their own accord.

Re: Item Not Received request for an item they returned

thecatspjs — Thu, 16 Apr 2015 14:33:02 GMT

@collectibles_in_canberra wrote:
We received an item today returned in an envelope with no communication at all.

The envelope has a personalised return address sticker on the back with the buyers name & address.

We then tonight received an "Item Not Received Request" for it and that they want a refund.

It is an old 1936 PMG Pay scale letter & graph which I assume they photocopied and then returned.

How can they be stupid enough to claim it was not received after sending it back with their own sticker and postmarked from their suburb.

Another defect from Ebay for this idiotic system.

I think because the return system is not working for sellers OR buyers.

I think because it is set up in a manner that it encourages the buyer to not communicate first with the seller nor take responsibility for their poor buying choices.

That being said it does not excuse the veiled "threat" made by buyer in feedback BUT it is eBay that have fuelled the flames of poor buyer behaviour & it is eBay that do not offer suitable resolution options that follow due process.

Re: Item Not Received request for an item they returned

collectibles_in_canberra — Fri, 17 Apr 2015 00:30:34 GMT

I told them the correct procedure would be to email first about returning the item and that it's against Ebay's policy to threaten Neg feedback.

Re: Item Not Received request for an item they returned

thecatspjs — Thu, 16 Apr 2015 14:57:54 GMT

Absolutely on the money.

Therein lies the issue unfortunately 😞

Re: Item Not Received request for an item they returned

springyzone — Thu, 16 Apr 2015 22:47:48 GMT

The problem as I see it is that you send things by normal post, not in tracked packages or anything, so naturally any buyers would return things the same way.

That system sounds ripe for a rip off although i understand it is probably the most cost effective way for you to manage the business.

Not that i think this customer is trying to rip you off at all, I suspect the ebay return system just isn't set up as well as it could be.

Things might be a whole lot easier for you if you did not accept returns as a matter of course. If sales were final.

Of course, that wouldn't apply if an item was damaged or not as described, but it might cut down on the attitude of oh well, I've changed my mind, I will just send this back and get all my money back. Which is obviously what this buyer has in mind. It would mean most buyers would probably message you first about any problem.

Re: Item Not Received request for an item they returned

collectibles_in_canberra — Thu, 16 Apr 2015 23:27:11 GMT

y
@springyzone wrote:
The problem as I see it is that you send things by normal post, not in tracked packages or anything, so naturally any buyers would return things the same way.
That system sounds ripe for a rip off although i understand it is probably the most cost effective way for you to manage the business.

Not that i think this customer is trying to rip you off at all, I suspect the ebay return system just isn't set up as well as it could be.

Things might be a whole lot easier for you if you did not accept returns as a matter of course. If sales were final.

Of course, that wouldn't apply if an item was damaged or not as described, but it might cut down on the attitude of oh well, I've changed my mind, I will just send this back and get all my money back. Which is obviously what this buyer has in mind. It would mean most buyers would probably message you first about any problem.

Actually makes no difference if sellers put 'Sales are Final' or 'No Returns' as they are forced to refund regardless.

Also makes you wonder why Ebay selling page lets you choose 'No Refunds' or 'Buyer Pays Return Postage' as they are irrelevant.

Re: Item Not Received request for an item they returned

i-love-my-sheep — Fri, 17 Apr 2015 02:43:35 GMT

I think the difference between offering returns and not, is if you do accept returns, you are happy to accept a change of mind return. In which case, the buyer should pay the return postage. I believe that by saying you don't accept returns means you don't accept change of mind (but the law says you have to accept a return for faulty or not as described).

I accept change of mind returns, because I would rather have the item back than get my feedback and stars trashed. Trouble is, buyers will still claim there is something wrong with it so they don't have to pay return postage.

Re: Item Not Received request for an item they returned

dylan11235813 — Fri, 17 Apr 2015 04:24:48 GMT

By opening an INR case there is no way of holding the original postage cost as well. You could include a restocking fee in your terms but even that is not implemented with ebay. I had someone wanting to return something (not a problem) and could elect not to refund the original postage cost but there was no functionality to hold back a restocking fee, even though ebay specifically state that it is OK to do so, yet near impossible to do.

Re: Item Not Received request for an item they returned

collectibles_in_canberra — Fri, 17 Apr 2015 13:31:38 GMT

The buyer today closed the Not Received Dispute and then opened a 'Return Request' instead.

His reason was that the item is no longer needed.

I refunded the purchase price as required.

He has now left a Negative Feedback because I was abusive and only did a partial refund (refund was $14.99 purchase price).

I have contacted Ebay to see if they will remove it as he threatened a Neg in the messages and has made a false claim of partial refund.

Not holding my breath.

Re: Item Not Received request for an item they returned

i-love-my-sheep — Fri, 17 Apr 2015 14:03:59 GMT

I think it would be worth trying to get it removed. After all, as you said, they did threaten it in an email (which eBay can read). if eBay point blank refuse after multiple tries, leave a factual reply and put their username in the reply.

Congrats on your 21,000 feedback score!

Re: Item Not Received request for an item they returned

collectibles_in_canberra — Sat, 18 Apr 2015 00:57:09 GMT

@i-love-my-sheep wrote:

I think it would be worth trying to get it removed. After all, as you said, they did threaten it in an email (which eBay can read). if eBay point blank refuse after multiple tries, leave a factual reply and put their username in the reply.

Congrats on your 21,000 feedback score!

My abuse was to let him know we don't provide a service to photocopy the item & then return it.

Thanks for the congrats.

I don't really notice the number much anymore. It's just those red dots that get my attention.

I also have over 12000 on my other id so when I think how many items I have packed over the years.

No wonder I hate wrapping presents for birthdays & Christmas.

Re: Item Not Received request for an item they returned

davewil1964 — Fri, 17 Apr 2015 15:36:21 GMT

Solid numbers, nevertheless. I can't concieve ever getting to those levels, so well done from me, too.

Re: Item Not Received request for an item they returned

harley_babes_hoard — Fri, 17 Apr 2015 20:57:46 GMT

in future, the returned item got lost in the mail .............

Re: Item Not Received request for an item they returned

collectibles_in_canberra — Sun, 19 Apr 2015 01:32:09 GMT

Good news the negative has been removed.

The supervisor I spoke to was very good.

I'm not prepared to go into any specifics as I need to brush up on the Discussion Board Usage Policy.

Re: Item Not Received request for an item they returned

toysandthings12 — Sun, 19 Apr 2015 12:20:31 GMT

Discussion board usage policy.