topic Re: Info needed for return request in Selling

Info needed for return request

lynne8221 — Sat, 12 Nov 2022 22:51:27 GMT

Hi all, for the first time as a seller ( many years) I have had a return request.

Buyer bought a book over a month ago & wants to return it as he doesn’t like it & the print is too small.

What to do.?

Re: Info needed for return request

lynne8221 — Sat, 12 Nov 2022 23:14:54 GMT

Follow up, I’ve sent him reply stating I don’t refund for change of mind, but I will do so if he returns book at his own cost & sends me tracking number.

Now what if no book & he escalates case?

Just the thought that someone can buy book a month ago, read it & then decide he doesn’t like it & print is too small, makes me kinda crazy. Would he get a refund from a BM store on that premise?.

Am I handling this the right way or getting in a spin over nuffnuff buyer who wants a free book?.

All thoughts appreciated.

Re: Info needed for return request

janeababe — Sat, 12 Nov 2022 23:31:55 GMT

I suggest you read up on the EBay Money Back Guarantee so you are well informed.

You are the 2nd seller who has now come to the boards with a similar story. Item purchased over a month ago with a return request being opened.

It was my understanding that the buyer had 30 days after receipt of the item, to lodge a return case (for what ever reason) and I’m not aware (and I haven’t checked either) of the rules changing.

I’ll have to read up too 😉😁

Has your buyer left feedback? Hope they have. That will work in your favour.

Change of mind is buyers responsibility to pay postage. But to me, it’s sounds like he’s just playing games and has read the book and now wants a refund. This could be called a scam but you won’t be able to prove it.

Option 2 is sell him a magnifying glass 😁

Hmmmm. What to do.
Let’s see what his response is and get back to us.

Re: Info needed for return request

domino-710 — Sat, 12 Nov 2022 23:45:35 GMT

Has the buyer opened any case. ??

Re: Info needed for return request

lynne8221 — Sat, 12 Nov 2022 23:48:42 GMT

Not yet!!

Re: Info needed for return request

lynne8221 — Sat, 12 Nov 2022 23:50:06 GMT

Requested refund on day 29.

Re: Info needed for return request

janeababe — Sat, 12 Nov 2022 23:50:49 GMT

I’ve just checked the MBG… rules are still the same. 😊

Re: Info needed for return request

domino-710 — Sat, 12 Nov 2022 23:51:49 GMT

I'd just sit tight.

Re: Info needed for return request

janeababe — Sat, 12 Nov 2022 23:56:28 GMT

@lynne8221 wrote:
Not yet!!

Then do nothing.

He MUST open a returns case first and I’m guessing his time has run out!

Re: Info needed for return request

jellybirddesigns — Sat, 12 Nov 2022 23:56:50 GMT

@lynne8221 wrote:
Requested refund on day 29.

If they requested a refund yesterday (day 29), then opening a case any time after today should make them ineligible for a refund/return. I would do nothing unless they opened a case and stop communicating with them.

If they do open a case, then I would jump onto CS chat right away during business hours and tell them that the item is not eligible for a refund as it is more than 30 days and Ebay are not following their own policy by allowing the case. See what happens.

Re: Info needed for return request

curraone — Sun, 13 Nov 2022 00:06:24 GMT

If you don't accept returns for change of mind, I don't see why he should be allowed to get away with it. If he hasn't opened a case yet, maybe the 30 days ?? will run out.

Probably we could do with a few more details, like was it really tiny print ?

Re: Info needed for return request

lynne8221 — Sun, 13 Nov 2022 00:11:14 GMT

Thanks, I’m at a disadvantage at the moment as I’m in the wilds of Bali & can’t always get Wifi.

Will see what his reply to my email telling him to send back at his own cost. I’m presuming he hasn’t opened a case, as I’ve just received Notice from EBay telling me refund request & I have 4 days to reply, which I’ve already done.

This is not opening a case is it? Sorry to sound dumb but I don’t know what I’m doing when it comes to a return.

Re: Info needed for return request

papermoon.lady — Sun, 13 Nov 2022 00:16:07 GMT

https://www.ebay.com.au/help/returns-refunds#returns-refunds-sellers

Don't forget to block this buyer after this request is completed.

Re: Info needed for return request

springyzone — Sun, 13 Nov 2022 00:26:23 GMT

I'm not a seller but if you've had a message from ebay itself, telling you about a refund request and giving you 4 days to reply, I'd say that sounds very much as if the buyer has opened a case.

Lucky that you have sent a reply and told the buyer it is a change of mind return.

I think it is extremely cheeky of any buyer to read a book and ask for a refund because they don't like it or the print size, especially after a month. If the print was too small I think a buyer might request a return immediately. This buyer knows exactly how to work the system, I suspect.

If you run into trouble, I'd contact chat for help as you have their message admitting they 'don't like it', which is basically change of mind return.

Re: Info needed for return request

papermoon.lady — Sun, 13 Nov 2022 00:29:30 GMT

I agree, Springy.

Apparently the print was too small, but large enough for the buyer to read the book and decide he didn't like it...

Re: Info needed for return request

curraone — Sun, 13 Nov 2022 00:31:38 GMT

first the 30 days: 30 calendar days after the estimated or actual delivery date or within the seller's stated returns window, whichever is longer.

and change of mind:

If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return – however, where possible we always suggest providing a great customer experience.

Re: Info needed for return request

lynne8221 — Sun, 13 Nov 2022 00:34:29 GMT

Thanks, I’ve no idea how small the print was - it was sent a month ago. Just a normal paperback, mass produced. He must have been able to read it as his reason for return was He didn’t like it & he added about the print size in additional comments.

Re: Info needed for return request

jellybirddesigns — Sun, 13 Nov 2022 00:38:35 GMT

Sounds like he has opened a case.

You can go to your resolution centre to check and if so, all the details will be there.

If a case has been opened, but the buyer has put "change of mind" as the reason, then I guess you can accept it and the onus will be on the buyer to send it back.

If, however, the case says "not as described", then things are a bit more difficult.

Check there first and come back to us and let us if there is a case and what it says.

Re: Info needed for return request

imastawka — Sun, 13 Nov 2022 01:58:26 GMT

OP has No Returns Accepted on their listings.

Doesn't have to accept change of mind if that's the reason given for case opened.

Re: Info needed for return request

papermoon.lady — Sun, 13 Nov 2022 02:07:54 GMT

No, but the OP might be afraid of negative feedback if she does not accept the return. It could and should be removed, but it does not always happen.

The buyer should pay for postage though.