topic Re: Buyer Dispute: Requesting Refund (do they have a case?) in Selling

Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Sun, 02 Apr 2017 08:33:41 GMT

Hi, I sold a dress on Feburary 13 and 29 days later (after she took delivery) I received a message from eBay saying that the buyer wanted a full refund plus postage because there was something wrong with the sleeves. I have had zero communication from the buyer. There is nothing wrong with the dress and I was selling it because I need a size 10 and not an 8. eBay stated in their message that they were putting a hold on the funds for the dress until it was resolved. I wrote to eBay and they have closed the case saying the item is defective according to the buyer and I need to refund her. I then sent her a message stating I would refund her including postage and for her to the send the dress back to me with tracking and also asked for the tags to still be attached. It seemed I had no absolutely no choice. I still have not heard from her 5 days later. At what point can I say no? I have had over 1000 transactions through eBay over the years and have never had a problem. It seems I may have struck one now. Any ideas would be greatly appreciated!

Re: Buyer Dispute: Requesting Refund (do they have a case?)

lyndal1838 — Sun, 02 Apr 2017 09:01:35 GMT

If ebay has closed the case and refunded the buyer you have little chance of getting the item back unless you agree to pay the return postage....even then she may decide not to send it. Why should she when she has the dress and the money per courtesy of ebay's flawed returns system.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

jellybirddesigns — Sun, 02 Apr 2017 09:34:40 GMT

When the case was opened against you, you would have had an opportunity to accept the item back for a refund. The buyer would have then had to send it back with tracking.

How did Ebay manage to close the case so quickly without you getting the item back?

Did you not respond to the case for 4 days after it was first opened?

Normally the process is fairly straightwaforward and does not need the intervention of Ebay. I think that possibly because you wrote to Ebay instead of responding on the case, it was escalated and closed in the buyers favour.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

bakeandfry — Sun, 02 Apr 2017 10:00:20 GMT

Your post is a little confusing, you ask if buyer has a case in your post title, then ebay closed a case but you need to refund buyer, and you asked buyer to return item and you would cover post costs.
To me that sounds like your buyer opened a mbg case on ebay and it is still open (at a guess)
My suggestion would be for you to get ebay to ring you and for you to ask that ebay close the case with no penalty towards you as the buyer has exceeded the five (5) days that buyer had to supply return post info.
Only a suggestion and someone else may provide a more accurate soultion

Re: Buyer Dispute: Requesting Refund (do they have a case?)

*tippy*toes* — Sun, 02 Apr 2017 10:34:48 GMT

Welcome to the world of eBay wardrobing and shoplifting, which they promote and encourage. I can tell you now, the buyer bought the garment for an event. Why else would she take a month to contact you about a supposed fault? The event has happened and they no longer have use for it, or they damaged it, so no good any more. If you are on facebook, do a search of her name and see if you can find her.

If she's younger, there's a better than even chance you'll find a photo of her wearing it, if her page is public. Another seller did that, found a photo of the so called ripped dress being worn and they got their money back. Do what you can to prove whatever you can that she's doing the wrong thing. It may not get your dress back or your money back, but it might flag her account. Check her feedback left for others and see if she's in the habit of mentioning returns or refunds. That can often be used when fighting against eBay too.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Sun, 02 Apr 2017 14:01:37 GMT

I wrote to her asking why she had taken so much time to contact me and that I usually dealt with these issues through messages and not through eBay and didn't get a reply so phoned eBay. They told me to wait the required days then ask eBay to step in on my behalf which I did. eBay got back to me and said they had found in her favor because the dress was "said to be flawe"d. They asked me to message her with how she should return the dress which I did giving her my address. I've heard nothing from her. Does she have a certain amount of time to get back to me telling me she has sent the dress back?

Re: Buyer Dispute: Requesting Refund (do they have a case?)

*tippy*toes* — Sun, 02 Apr 2017 14:29:56 GMT

There's the mistake you made. As soon as you ask eBay to step in and help, the dispute closes in the buyers favour, regardless of whether you are in the right or not. NEVER EVER ask eBay to step in and help because as mentioned, it will always close in the buyers favour. They then get an instant refund and told they don't need to return the item. You also get a defect on your account.

The buyer would have already been refunded if the dispute has closed. You've got very little chance of getting the item back now. The best you could hope for is threatening legal action due to their theft of the item. If they return it, it will be over and done with, no action taken. As they have been refunded, they no longer own the dress. Therefore, it's now considered stolen. A stern message may scare her into either repaying for the dress or sending it back.

EBay is all lip service. They will do nothing to force her to return the dress. The case is closed, they have no further interest. They don't care whether you get it back or not.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

padi*0409 — Sun, 02 Apr 2017 14:42:34 GMT

I know we all know that this is what happens Tippy, but when the seller is specifically told by eBay to ask them to step in it's SO WRONG, they should hang their heads in shame for doing that......................

"They told me to wait the required days then ask eBay to step in on my behalf which I did."

Re: Buyer Dispute: Requesting Refund (do they have a case?)

designers*n*more — Sun, 02 Apr 2017 15:34:04 GMT

The case has probably not been "closed" but more like funds have been put on hold. I queried this once with ebay and they agreed that it was misleading in that once a claim has been escalated, the funds are put on hold until the issue is resolved, but the buyer has does not get refunded until a final decision is made.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

bakeandfry — Sun, 02 Apr 2017 21:42:12 GMT

@glitterfairy64 wrote:
Does she have a certain amount of time to get back to me telling me she has sent the dress back?

The law states that a buyer must return within a reasonable period of time.

What is considered a reasonable period of time? Ebay ssys the buyer must return within five (5) days, hence my previous advice

Re: Buyer Dispute: Requesting Refund (do they have a case?)

jjba6541 — Mon, 03 Apr 2017 02:59:19 GMT

This happened and is still happening to me..I sent tracking details and even informed ebay that Item had been delivered via australian Post.2 days later they refunded the buyer.I have phoned and written countless emails to the buyer and to Ebay.The buyer wont even respond to my messages.they are in the UK so it makes it harder.I asked them to return the item and the money to Ebay.I have threatend legal action but his ignoring me..It's a good scam used by many buyers..he has the money and the item,Ebay closed the case and wont reverse their decision.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

bakeandfry — Mon, 03 Apr 2017 04:37:25 GMT

Why not follow through on legal action,

Start here

https://www.acorn.gov.au

Re: Buyer Dispute: Requesting Refund (do they have a case?)

lyndal1838 — Mon, 03 Apr 2017 05:19:25 GMT

The fact that the buyer is in the UK makes your threat of legal action a bit hollow unless ACORN can help there.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Mon, 03 Apr 2017 10:45:31 GMT

Thanks so much for your knowledge. I have been selling on eBay for ages but have never had an issue until now so am clueless to this stuff. Yes eBay told me to escalate this and ask them to step in and so I did assuming they would help me. When I look at my Paypal account the funds are still sitting there but are "pending". I have still had zero contact from the buyer throughout the entire transaction. I'm a bit scared to contact eBay again but should I after the 5 days are up? I contacted the buyer through messages as eBay asked me to and have instructed her to sent the item back and I will refund her as eBay asked.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Mon, 03 Apr 2017 10:53:28 GMT

This is the message I got from eBay. What exactly happens after 5 days? I should change my name to confused! Not great writing skills on eBays part either. I copied and pasted this. Hi Fiona , This is about the ‘not as described case’ the buyer samshane08 has filed, for the item Tigerlily Aegean Turkish Maxi Dress Size 8 Brand New RRP. $259.95 232229833798. We've thoroughly investigated the case and found that the buyer should return the item to you. We're now putting the case on hold for 5 days to ask you to facilitate return by: - Offering a pre-paid postage label (e.g. your own courier, shippingservice, Australia Post or via https://www.clickandsend.com.au), OR - Asking the buyer to pay for the return cost (agreeing on the costin advance) and refunding the return postage cost to the buyer when you receive the item back OR - Working with the Buyer to pick-up the item if both parties agreeOR - Allowing the item to be returned to one of the your stores as longas you specify clearly to the Buyer the closest store and they agree to return the item to the store OR - Confirmation from the buyer (via M2M) they are registered forPayPal Free Return Shipping program and will return the item through this process OR - Offering a reasonable alternative solution to the buyer as long asyour communication is specific about the steps the buyer has to undertake and the buyer agrees to undertake these steps. - Kindly let your buyer know through the eBay My Messages of your return option within the next 48hours. We appreciate your cooperation. Thank you for choosing eBay! Warm Regards, eBay.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

*tippy*toes* — Mon, 03 Apr 2017 12:49:40 GMT

That's a lot of options! It's good that they haven't closed the case yet. Normally as soon as either party asks eBay to step in and help, they instantly close it in favour of the buyer and refund them (regardless of the reason for the dispute). I'm shocked that hasn't happened. I'm also shocked that they are telling you to correspond via My Messages. You really should be sending messages via the dispute. If you don't message that way, they see it as you ignoring the buyer and will close in their favour.

Send any message via the dispute. If the buyer ignores it, hopefully eBay will close it. If they don't and nothing happens, it should time out in around 30 days and your funds will be released. I wouldn't be sending a shipping label or anything until you have heard from the buyer. If you've attempted to make contact, don't do anything else until you hear from them. Maybe add one last message to the dispute along the lines of "eBay have instructed me to request a return of the item from you. I would like to discuss with you your preferred method of return, whether I send you a prepaid shipping label, or refund you the entire amount upon return. I look forward to hearing from you soon".

Try and keep any correspondence civil, even though it would be tempting to rip them a new one!

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Tue, 04 Apr 2017 03:05:42 GMT

Thanks heaps for your advice! I'll send a message as you say and sit tight. Fingers crossed!

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Wed, 05 Apr 2017 03:54:46 GMT

So eBay have contacted me this morning saying that they have seen that I have contacted the buyer asking for the dress to be sent back to my PO BOX. They have advised me that I should not use a PO BOX and use an alternative address. And they have put the case "on hold" for another 3 days. So I have sent another very polite email to the buyer requesting contact (I've still had none) and giving her my new address. When I go into the actual eBay case it says it is closed. However in my Paypal the funds are still pending. The emails from eBay could have been written by a child the grammer is so bad and it is signed Klient. A. If it wasn't in my actual eBay messages I would have thought it was a fake. Fingers still crossed.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

clarry100 — Wed, 05 Apr 2017 04:41:29 GMT

Some time back we had an INR case raised against us but the buyer never responded to any messages sent thru the case.
When 30 days had expired I called eBay and discussed what was not happening. They referred the case on to another team for review. After about 3 days they closed out the case with no penalty to us.
So you could end up with the same outcome if your buyer never responds. So just make sure you always correspond thru the case. So tight and wait. If after 30 days the buyer has done nothing then call them and point that fact out.

Re: Buyer Dispute: Requesting Refund (do they have a case?)

glitterfairy64 — Thu, 06 Apr 2017 03:54:31 GMT

Today I got my first message from the buyer.....that she has decided to keep the dress after all! (Of course.....as there was nothing wrong with the dress) I hope eBay reads the message from her and that I get me money that is currently on hold. Should I phone eBay to point the message out to them? What a crazy saga this has been.