topic Re: Refunds in Selling

Refunds

staypeachy — Sun, 06 Dec 2015 06:37:22 GMT

could someone help me please i have buyer who wants a refund as dress apparently doesnt fit even though i have measurements in all my adds do i have to refund because dress doesnt fit.Im wondering what happens if i decline her request.I bet she has worn it and now has no need for it or maybe im being too cyncial

Re: Refunds

digupatin — Sun, 06 Dec 2015 08:08:10 GMT

If the buyer decides to open an INAD case with eBay they may win the case plus if you want the item returned you'll have to pay return postage.

It's up to you, you can refuse a refund and perhaps call their bluff if they are trying to scam you or do some PR work and offer a full or partial refund.

Re: Refunds

black*poppy — Sun, 06 Dec 2015 08:40:18 GMT

Has she done it through the MBG system or has she just messaged you?

Re: Refunds

*tippy*toes* — Sun, 06 Dec 2015 08:40:51 GMT

If it's a change of mind return and your listings say you don't accept refunds, you don't have to refund her. If she then decides to open a dispute for NAD, contact eBay and tell them to read the messages between you where she says that she wants to return it because it doesn't fit. Mention that the measurements are in the listing. More than likely you will win the dispute.

If she doesn't open a dispute and you do accept a return, you only refund her for the cost of the dress. She pays postage both ways. Member Black Poppy had this very thing happen recently and she won the dispute the buyer opened after the buyer admitted that it didn't fit.

Re: Refunds

staypeachy — Sun, 06 Dec 2015 09:24:24 GMT

hi thru ebay

Re: Refunds

staypeachy — Sun, 06 Dec 2015 09:26:41 GMT

thank you ill decline and see where i end up at

Re: Refunds

*tippy*toes* — Sun, 06 Dec 2015 09:31:12 GMT

If she's opened a dispute, then you need to fight it. Black Poppy would be the best one to tell you how to go about it, but I think it is along the lines of what I said in my last message.

Re: Refunds

lyndal1838 — Sun, 06 Dec 2015 10:15:58 GMT

@staypeachy wrote:
thank you ill decline and see where i end up at

You can't just decline when it it is done through ebay or the buyer will ask ebay to step in and it is almost a given that the buyer will win and you will have to refund in full plus the return postage if you want it back.

You need to fight it now if you don't want to spend hours appealing it after ebay had ruled in the buyers favour.

Re: Refunds

black*poppy — Sun, 06 Dec 2015 10:49:51 GMT

I don't think that's correct Lyndal.

If the seller doesn't accept returns - the evidence from the OP is that she had an option to Decline the return - then there is no problem in declining. Hit that button and it's over.

The problems start if, like me, you do allow returns (mine are 14 days). This means that if the buyer opens a case within the timeframe of receiving the item (ebay's estimation if no tracking) then there is no option for the seller to refuse. And if the seller doesn't accept, then the buyer can escalate and the seller will lose etc etc. which I think is what you are referring to Lyndal

I think the OP was right to decline, and she has messages clearly stating that it is a change of mind scenario. You would expect that the buyer cannot then go ahead and start a NAD case, but I've never tested this or heard of it happening so I really don't know. However OP, you have your original ebay message exchange you have good ammunition to fight the case.

If she tries to open a NAD case in paypal you can use your ebay messages for the same. It probably won't get to that.

Re: Refunds

mack764 — Sun, 06 Dec 2015 11:47:04 GMT

I have been reading your posts and I think hoping that ebay will favour the seller is just pie in the sky!

I just sold a bracelet. The length is 17cm.

The buyer who is complete nut - starts off like this - before placing a bid asks me if I want to buy some of her

old vintage items outside of ebay. I declined.

The she starts asking is the catch stiff on the bracelet and send me about 4 emails asking the same thing and I keep replying saying the catch is OK, the catch is fine, there is nothing wrong with the catch.

The she wins the item. All is well until a few days after the auction ends and she starts again sending two and three emails at a time, asking why wasn't the item posted the day she paid. On my listings it says will post within 3 business days, because I also have another job. I posted it within 2 days business days which I thought was acceptable. But no, she was going on and on, like a nut case. There is not pleasing this buyer. I thought to myself I just know she will want to return the bracelet when she gets it as I have dealt with people like this before. And sure enough she gets the bracelet and says she wants to return it because when she measured it, it was 16cm and not 17cm. She also says because of this it does not fit.

Well this bracelet is a stunning bracelet, perfect and I measure things three and four times to get the measurements right.

I spend a lot of time on the listings, and the photos.

She escalates a return with ebay. I asked her to take a photo of it next to a ruler to prove it's smaller. The she says, no, it's 16cm when it's down up. For god sake. I allowed for the catch to slip into the holder so I know it's not 16cm.

I told ebay all of this, the threatening emails I recieved, she was accusing me of having a mental illness because I thought posting an item within 2 business days was acceptable, she has bad history of leaving negative feedback to sellers, and my feedback is almost perfect. So could they also ask her to provide some proof of the measurements as I don't accept returns.

Well ebay, are stringing me along, and they had the nerve to ask me did I have proof like a photo before I posted it to show it was 17cm. I told ebay, since the buyer had the bracelet in her possession wouldn't they simply ask her take a picture. I can't prove it now as the bracelet can't be in two places at once. They even sent me a note to say they wanted me to facilitate a return because they want to rule in her favour. Well I was sick. I have had emails go back and forth with ebay, probably 10 emails and they still asking me to accept a return... I refuse to accept it because I know my measurements are correct and this buyer was already mentioning to me that she was going to leave negative feedback before she even got the item because I would not give her some compensation for sending the parcel a day late. She she was also using black mail.

God, you can't tell I am still seathing from this can you. Sorry guys for the essay.

The money back guarantee that ebay grant is really being granted by ebay on the sellers behalf, so ebay are making the sellers pay for this guarantee. You can't win.

Re: Refunds

*tippy*toes* — Sun, 06 Dec 2015 12:05:52 GMT

Mack, if she was carrying on like a nutcase before she bought and you knew she left lots of negs for sellers, why didn't you block her from buying before she bought? All my listings are auctions with a BIN option. As soon as a buyer places a bid, the first thing I do is check their feedback left for others. I have cancelled 2 bids from buyers who only left negatives. I quickly added them to my blocked list so they couldn't contact me.

I got a message tonight "where is my item? It's not here yet. Why hasn't it been posted yet? When will it be posted?". I bit my tongue and sent a polite reply, but what i really wanted to say was "you bought the item at 10pm on Friday night. It's now Sunday night, where the hell do you think it is? Did you want me to jump on a plane and hand deliver your $10 item?". Why do I have a nagging feeling about this buyer?

Re: Refunds

black*poppy — Sun, 06 Dec 2015 12:24:25 GMT

Agree with Tippy above. OP I am so sorry that you have had to learn the hard way about screening buyers. OMG ebay messages are a godsend because it is your only chance to screen and block exactly this.

I get how this makes you feel. I really do. But the cost of postage isn't really worth this. Get the thing returned before ebay refund the buyer and you lose the item and the funds altogether. Join click and send - takes 5 minutes - and send the nutter a label. Do it tonight. Once it's back and it's all over it will feel alot better. Maybe you can list if for more money next time to regain some of your costs back.

Re: Refunds

mack764 — Sun, 06 Dec 2015 12:23:25 GMT

You are right. We live and learn. I was so busy when she kept emailing me, with work and everything, that I didn't think straight.

And them it dawned on me, why didn't I just end the item and block her.

I do it now that's for sure.

Just a question. Is there anyway you can cancel a bid from a bidder without having to end the item, because I have

been ending items, and then putting them up again.

It seems silly because sometime there are a few watchers and one of the other watchers could end up wining the item

then I'be gone and ended the item for no reason

Re: Refunds

mack764 — Sun, 06 Dec 2015 12:31:01 GMT

Thanks black poppy, you are right.

But how does a person keep item and the money.

If ebay rule in buyer's favour, doesn't ebay ask them to return the item and then wouln't ebay come to

me for the funds because they refunded the buyer?

Re: Refunds

black*poppy — Sun, 06 Dec 2015 12:35:59 GMT

Nope, ebay will tell the buyer they can keep the item. This is because ebay will simply refund the buyer from the seller's funds, so there is no incentive for the buyer to return the item and ebay have no way to enforce the returm to occur. It happens alot if you go read the threads on these boards. It's a shambles and totally illegal.

So please organise that label ASAP. 🙂

Re: Refunds

*tippy*toes* — Sun, 06 Dec 2015 12:37:32 GMT

When I looked just now, I went into the bid history in a listing with bids and down the bottom was a link about cancelling a bid. When I clicked on it it redirected me to another screen where I'd need to insert the item number, the buyers user ID and a reason for cancelling. It's been ages since I've done one so can't remember if there is another way to get there. The "reason" I gave was "buyer is a serial neg leaver". As far as I know the buyer receives that reason in the email they receive, so they can see exactly why they have been cancelled.

Here is the direct link, but you'd need the above details first http://offer.ebay.com.au/ws/eBayISAPI.dll?CancelBidShow

Re: Refunds

phorum_junkie* — Sun, 06 Dec 2015 22:56:22 GMT

I have only had one return request for doesn't fit and as my return policy has always been a refund of item price only for change of mind that is what I replied to the request. It clearly stated that a refund of the item price was on the table in the ebay returns. The full amount was on hold in Paypal however but once I acknowleged receipt of the returned item the buyer was refunded the item price only and the balance was put back in my Paypal account.

Had the buyer tried to change their mind and turn it into a not as described I would have been on the phone to ebay and would have kept phoning until they did the right thing as the buyer's message about it not fitting would be there for ebay to see.

Re: Refunds

staypeachy — Mon, 07 Dec 2015 02:17:05 GMT

yes i spoke to someone today they were going to tell me to pay till i asked him to read my add he went onto say i didnt say whether it was aussie or chinese sizing!!! .will wait and see.I know i should just refund and not cause a hassle but i dont want too sick of the buyers having a free ride on ebay!! i offered her a swap but she pays both postage.

Re: Refunds

staypeachy — Mon, 07 Dec 2015 02:19:35 GMT

i just feel im in the right here!! thank you you guys have been so much more helpful than the ebay lads

Re: Refunds

staypeachy — Mon, 07 Dec 2015 02:22:24 GMT

oh oh you feel like i do!! please let me know how you went