topic Re: A buyer has differing reasons for asking for a refund in Selling

A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 06:25:32 GMT

I sold a fountain pen to a buyer who received it a few days ago. On the date of tracked delivery they contacted me to say that the lid would not stay on & they would like a refund. Then again saying that the clip would not work, then again saying that they could not get it to write.

I initiated a refund but I think I've been had.

With that in mind, can I still send the buyer a return postage label so that I can see if anything was actually wrong with it?

Caroline

Re: A buyer has differing reasons for asking for a refund

curraone — Wed, 03 Mar 2021 06:40:39 GMT

Just to be clear, I hope you haven't refunded yet.

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 06:42:18 GMT

Ah heck....I started the refund this morning....

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 06:44:29 GMT

I feel so stupid but I was afraid of getting negative feedback

Re: A buyer has differing reasons for asking for a refund

curraone — Wed, 03 Mar 2021 06:46:26 GMT

So probably you would be out of pocket for the return label as well; so I wouldn't.

Someone else may be able to offer a better suggestion.

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 06:50:19 GMT

Out of pocket yes....I wanted to see if there actually was anything wrong with it. I'm 100% sure there was nothing wrong with it but its very frightening to think that people can just lie about something and end up getting it for free, as well as affecting the buyers reputation?

Re: A buyer has differing reasons for asking for a refund

davewil1964 — Wed, 03 Mar 2021 06:52:45 GMT

@carolinebennett wrote:
Out of pocket yes....I wanted to see if there actually was anything wrong with it. I'm 100% sure there was nothing wrong with it but its very frightening to think that people can just lie about something and end up getting it for free, as well as affecting the buyers reputation?

You chose to give it away for free, and there is no guarantee you won't get a neg anyway.

Very few sellers have no negs. I have 2 accounts, one with thousands of sales, that have never been negged, but that would be unlikely to be the norm.

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 06:54:14 GMT

I don't understand what else I could have done?

Re: A buyer has differing reasons for asking for a refund

jellybirddesigns — Wed, 03 Mar 2021 06:58:04 GMT

You could have told them to return it for inspection and then you would have ascertained what, if any problem there was.

Everyone gets a neg sooner or later, but I would hardly stop trading on that basis. If you live in fear of your buyers, then you're always going to be an easy target.

Re: A buyer has differing reasons for asking for a refund

instylecollectables — Wed, 03 Mar 2021 07:03:02 GMT

$53 I would have followed ebay's process for a refund and sent a return label so I could see for myself but then on the other hand what would I have received back either another used/broken pen or the actual pen?

I hate dishonest buyers and I don't understand why they try and scam sellers, perhaps because they can.

I feel that your buyer had second thoughts of paying that much for the pen and thought why did they pay and now are trying to get it for free.

Take this one as a learning lesson and follow the correct procedure next time if it arises.

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 07:03:50 GMT

The ebay help person said that I should refund the cost otherwise they would be asked to intervene and that would affect my seller level etc etc

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 07:10:44 GMT

But I did follow the right procedure...

Re: A buyer has differing reasons for asking for a refund

instylecollectables — Wed, 03 Mar 2021 07:11:18 GMT

You'll receive a defect for unresolved issue with a buyer if ebay step in now as ebay will side with the buyer.

So like I said lesson learned for the future.

No choice but to refund and lose the pen aswell sorry.

Re: A buyer has differing reasons for asking for a refund

instylecollectables — Wed, 03 Mar 2021 07:12:45 GMT

@carolinebennett wrote:
But I did follow the right procedure...

Ok then send the return label to the buyer and wait for the return of the pen before issuing the refund if what the buyer stated is true.

Re: A buyer has differing reasons for asking for a refund

davewil1964 — Wed, 03 Mar 2021 07:14:00 GMT

@carolinebennett wrote:
But I did follow the right procedure...

No you didn't.

Once a not described case is opened, you have the choice of providing a return postage label or refunding without a return. You opted for the latter. If you had provided the label, the onus would then have been on the buyer to return the item before they have any right to a refund. And until the item is shown as delivered back to you, eBay won't step in.

Re: A buyer has differing reasons for asking for a refund

curraone — Wed, 03 Mar 2021 07:14:36 GMT

too late, I think the OP has already refunded.

Re: A buyer has differing reasons for asking for a refund

instylecollectables — Wed, 03 Mar 2021 07:16:52 GMT

That's what I thought happened and also followed the incorrect procedure?

Re: A buyer has differing reasons for asking for a refund

carolinebennett — Wed, 03 Mar 2021 07:20:02 GMT

Thats what I was told by the ebay 'help' person....so very confusing.

I'll stop whining and keep on keeping on, but IS there a way to get out of this kind of thing (in the future) or is it just par for the course?

Caroline

Re: A buyer has differing reasons for asking for a refund

curraone — Wed, 03 Mar 2021 07:22:54 GMT

You do not refund until you have received the item; that I know,

Maybe someone can explain the dispute process more clearly.

Re: A buyer has differing reasons for asking for a refund

katistrophik — Wed, 03 Mar 2021 07:24:56 GMT

Bottom of the page - Site Map - Read all you can about the selling side of eBay

https://sellercentre.ebay.com.au/grow-your-business/managing-returns