topic Re: Overseas return request in Selling

Overseas return request

jellybirddesigns — Wed, 01 Jun 2016 02:17:32 GMT

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?

Re: Overseas return request

retailtherapist_8 — Wed, 01 Jun 2016 02:47:15 GMT

I 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.

Re: Overseas return request

retailtherapist_8 — Mon, 17 Feb 2025 23:43:25 GMT

You 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.

Re: Overseas return request

jellybirddesigns — Wed, 01 Jun 2016 03:12:51 GMT

Thanks Retail.

Actually, it's making me log in to Ebay.com, not UK, so now I'm totally confused as the buyer was in the UK.

The problem is that, for whatever reason, the buyer has marked the item as Not Matching Photo's or Description, which is going to be really hard to dispute over the phone.

In a way, it might just be better to get the item back so I can resell it, even if it means losing on the postage.

Re: Overseas return request

retailtherapist_8 — Wed, 01 Jun 2016 08:21:52 GMT

@cushioncovers wrote:
Thanks Retail.

Actually, it's making me log in to Ebay.com, not UK, so now I'm totally confused as the buyer was in the UK.

The problem is that, for whatever reason, the buyer has marked the item as Not Matching Photo's or Description, which is going to be really hard to dispute over the phone.

In a way, it might just be better to get the item back so I can resell it, even if it means losing on the postage.

Yes my buyer marked the same thing, I had listed all the flaws etc and my description was very detailed and I had lots of pics.

I may have just been lucky with the ebay reps I got, they were fabulous. Wish you the best

Re: Overseas return request

*tippy*toes* — Wed, 01 Jun 2016 09:06:28 GMT

Did they say what was not described about it? They could just be after a freebie. Maybe if they have low feedback, there main account has been busted for shoplifting so they've started a new account. If it wasn't expensive, they may think that it won't be worth your while to have it returned so will just refund them.

I would be asking for photos of whatever it is that's not as described. I would also be wary about asking eBay to step in as we all know that 99.9% of the time, regardless of who asks them to step in, they immediately close in favour of the buyer.

I would be asking for a photo, then ringing eBay and telling them that the item is as described and you feel the buyer has buyer remorse.

Re: Overseas return request

jellybirddesigns — Wed, 01 Jun 2016 09:38:34 GMT

Thanks Tippy.

they have not responded to my request for more information.

They just sent a message with the return request asking for a refund upon me getting the item back, but that was it.

I think my main concerns are:

1) Why does it log me in to Ebay.com when this buyer was in the UK?

2) Why can I not see the return request in my resolution centre? (Maybe it will show up after I accept the request?)

3) If I accept the request, it says I can print a shipping label or send postage by email - I'm pretty sure I can't send a label as she is in a different country and I don't understand what it means by send postage by email (Provide a return shipping label or postage to the buyer via email. You are responsible for the shipping cost. Wait to get the item back before you refund the buyer)

Re: Overseas return request

lyndal1838 — Wed, 01 Jun 2016 09:51:49 GMT

Sending the postage by email means sending the postage amount to her paypal account (after you have the item back).

Re: Overseas return request

jellybirddesigns — Thu, 02 Jun 2016 03:37:36 GMT

So I went ahead and accepted the return. I confirmed that I could not generate a shipping label becuase of the buyer being in a different country. So the subsequent message I then get from Ebay is:

You accepted a return for 16"/18"/20" PINK JACQUARD FRENCH PROVINCIAL CUSHION COVER. Made Australia.

Your next step is to send a return shipping label to ******************* by 04 Jun, 2016. If you've already purchased a label, upload the label for the buyer or add tracking details, so we can follow the package in case it gets lost.

If the buyer doesn't receive a label by 04 Jun, 2016, they can ask us to step in and help.

Good grief!

Re: Overseas return request

lyndal1838 — Thu, 02 Jun 2016 04:28:46 GMT

Ooopsy...that usually mens that the buyer will get their refund and you will not get the item returned.

What an awful system this is. I really don't know what to suggest now....maybe others will be more helpful.

Re: Overseas return request

5kazam — Thu, 02 Jun 2016 07:05:08 GMT

My suggestion is to get a 'Call Back' from eBay (they're the ones that don't read from a script), explain the situation, and ask for the best way to handle this - hopefully to your advantage.

And I agree wholeheartedly with Lyndal 'What an awful system this is".

Re: Overseas return request

jellybirddesigns — Thu, 02 Jun 2016 09:04:30 GMT

All I can do is hope that she posts the item before Ebay send her a message saying "Did you get a label from the seller?".

I have a feeling she did post on the day the return was opened as she seemed keen to get her refund as soon as I got the item back.

She only has 8 feedback so probably not all that clued up on the process. Even her message to me asked for a refund on the item, but made no mention about getting refunded for the return postage.

She has also not sent any information on how much the item cost to return from the UK.

Re: Overseas return request

tank.metal.upgrades — Sat, 04 Jun 2016 13:12:42 GMT

You will soon find out how much money you will lose for selling on ebay

Re: Overseas return request

black*poppy — Sat, 04 Jun 2016 15:00:46 GMT

If you didn't agree to an amount for return post before she sent it, there is no way for ebay to make you pay it.

Whether you want to pay it is another issue, I'm not here for an ethics debate, I'm just saying that ebay won't enforce it if it's not agreed prior with a specific amount.

Ebay might refund the postage out of their own pocket, or she might have been a nice buyer and signed up for the paypal return post offer (if the UK has this scheme).

It's such a stupid system that could be so easily better managed with a few extra prompts and options in the return process.

Re: Overseas return request

australiandigitalantennas — Sat, 04 Jun 2016 22:14:05 GMT

Yes i agree Their new Policies deffinitelly in Favour of Buyers in any aspect! I am starting withdraw some Items .Ebay will loose here to ...

Re: Overseas return request

jellybirddesigns — Sun, 05 Jun 2016 00:28:31 GMT

Thanks Poppy - the buyer never said how much the return postage was, so in that respect I'm in the dark.

Also, I noticed on the Return dispute in the resolution centre, it says the amount to be refunded to the buyer is the cost of the item plus the ORIGINAL outbound postage.

Re: Overseas return request

lyndal1838 — Sun, 05 Jun 2016 04:15:41 GMT

@cushioncovers wrote:
Thanks Poppy - the buyer never said how much the return postage was, so in that respect I'm in the dark.

Also, I noticed on the Return dispute in the resolution centre, it says the amount to be refunded to the buyer is the cost of the item plus the ORIGINAL outbound postage.

All refunds are for the full value of the item plus original postage. If you are going to pay the return postage you will lose both ways.

Is the value of the item worth 2 lots of postage? Will you recoup that amount by reselling the item or will you still be out of pocket?

Re: Overseas return request

jellybirddesigns — Sun, 05 Jun 2016 05:03:16 GMT

Thanks Lyndal, for some reason I though it was just the return postage that sellers had to cover.

However, the buyer has not said anything about return postage and I cannot send a label as she in the UK, so we'll see what happens.

Once I get the item back and can resell it, I'll probably break even on the whole thing or take a small loss.

The item was only worth $21.95.

Re: Overseas return request

black*poppy — Sun, 05 Jun 2016 12:08:01 GMT

The reason why you need to agree the return postage amount first is because otherwise it would be so open to exploitation. Imagine if the buyer chose a really expensive postage method, assuming you would foot the bill, like platinum courier express or somesuch?

When you receive the item back you will have to give a full refund of the initial purchase price (item cost + initial postage). The case will close instantly when you refund. Leave it at that and see what happens (probably nothing). I'm pretty sure that once the case is closed there is no reopening it, and no recourse for the buyer if you didn't have a further refund amount for the return post agreed prior. Unless you want to refund the return post of course. And whether you feel that might prevent a neg or if you care about that either. If I felt like it was a change of mind return I wouldn't be inclined to, but that's me.