topic Re: Our First Return Request in Selling

Our First Return Request

clarry100 — Mon, 08 Dec 2014 05:31:32 GMT

We have just received our first formal return request under these confounded new rules.

The buyer says that her baby came out wearing premmie size and as a result the newborn size she bought prior to the birth does not fit and will be no good for use in a photo shoot.

Of course, if we get them back in original condition we are happy to refund her original cost, but not inclined to also pay for the return postage as there is nothing actually wrong with the item per se. If the item was faulty by our doing then we would pay return postage.

Now that the buyer has made a formal request rather than sending us a message first is she obliged to use trackable postage for the return?

Otherwise she could just say she sent it and we will never receive it back. In this situation I would prefer use of trackable means. That way both of us are covered.

Any thoughts on this please?

Re: Our First Return Request

bigbrickshop — Mon, 08 Dec 2014 05:34:28 GMT

Won't the baby grow and soon fit the bigger size?

Re: Our First Return Request

bigbrickshop — Mon, 08 Dec 2014 05:35:17 GMT

You do not have to pay return postage costs for change of mind returns. What is in your return policy?

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 05:44:15 GMT

Our return policy on the listing says that for returns the buyer pays the return postage cost.

But it does not say if/not trackable means should be used.

And yes you would think a baby might grow into it eh!?

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 05:46:20 GMT

PayPal normally require returns are sent by trackable means.

But now under these rules its ebay we are dealing with not paypal.

Re: Our First Return Request

character_parties_aus — Mon, 08 Dec 2014 05:55:39 GMT

I would have thought the seller is obliged to return using tracked post as this also reduces the risk of scamming by more unscrupiluous sellers ( not yourself!)

non trackable post would be at her own risk surely

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 06:07:12 GMT

It's the very same risk we take as we mail out 99.9% of our items by large letter. We sent this item out by large letter in fact so it would seem perhaps a little tough to insist on trackable means for the return and possibly might make the buyer a little peeved perhaps.

It means that when a buyer claims INR (via messaging) we simply ask a couple of pertinent questions then send out a replacement.

In this case the buyer has a FB score of around 250 and there is nothing in her FB left for others to suggest that she is a problem buyer.

And in the ebay return message the language from the buyer is very calm.

So there are no alarm bells ringing for me.

Just trying to learn how to deal with these new rules and cover ourselves really.

Re: Our First Return Request

fishontap12 — Mon, 08 Dec 2014 06:09:03 GMT

ITS A SCAM AND EBAY WILL MAKE YOU PAY THEM BACK ALL THE FUNDS,
WELCOME TO THE NEW SCAMBAY ITS HAPPENED TO ME TWICE ALREADY.................

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 06:22:18 GMT

Well in the message we received from ebay titled RETURN REQUEST there is some info about the transaction.

I just noticed that right in there it says the buyer is responsible for return postage. This is in line with our listing policy.

I am just in two minds as to if/not we should insist on trackable means.

Are you saying that in your case even tho the buyer is responsible for the return postage that ebay just forcibly refund the buyer everything including the return postage no matter what? If that's true then to insist on trackable return postage just means we will end up having to refund more.

Re: Our First Return Request

collect247 — Mon, 08 Dec 2014 06:26:59 GMT

The policy states that if the item isn't as described or the buyer doesn't receive the item then the buyer gets all their money back so for change of mind the buyer needs to pay for return and if paid via paypal then yes the buyer needs to send with tracking at their expense.

Re: Our First Return Request

fishontap12 — Mon, 08 Dec 2014 06:28:42 GMT

YOU HAVE NO RIGHTS AS A SELLER ANYMORE,THEY COULD CONTACT YOU IN 5 MONTHS TIME AND SAY THEY DO NOT WANT THE ITEM AND EBAY WOULD STILL MAKE YOU PAY.

THIS IS DESIGNED TO GET RID OF SMALLER SELLERS I AM SURE OF THAT....................

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 06:30:15 GMT

Yes she paid using PayPal originally.

Re: Our First Return Request

collect247 — Mon, 08 Dec 2014 06:37:41 GMT

No matter if the buyer returns with tracking or not,if you don't receive the item back then ebay has no right to refund the buyer unless ebay is also willing to reimburse you otherwise if you don't receive item back and ebay refunds buyer then that basically is called THEFT!!! which is happening on ebay anyway.

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 06:51:54 GMT

OK so if we respond to the return request by choosing the option that we will accept the return and refund the buyer upon receipt then is it us who has to negotiate with the buyer about the return postage details (which it says in the message by the way) or do paypal instruct the buyer to return the item with tracking after we respond.

I hope its the latter rather than us.

Seems to me that paypal are kind of on the sideline at the moment as this request is raised with ebay not paypal.

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 06:54:48 GMT

I guess this does amount to a change of mind return as the buyer has clearly not claimed INR or SNAD.

She has just said it does not fit as her baby came our premmie and now its too big for a planned photo shoot.

Re: Our First Return Request

curraone — Mon, 08 Dec 2014 07:33:17 GMT

I think this is just so much garbage - this new policy is going to kill us.

Did you sell the nappies on the condition they would fit on the day of a photo shoot?

It is definitely not NAD.

The baby will grow into them, so it is so unfair for the buyer to expect anything at all from you.

Re: Our First Return Request

clarry100 — Mon, 08 Dec 2014 07:39:47 GMT

I agree curraone its total BS.

But the way I see it we now have little choice if we wish to continue to sell on here. And the income puts dry bread & dripping on our table so soldier on we must.

In this case the buyer has already left us glowing POS FB about the products (and they are very good quality and price) when she received it so she cannot now do us any further damage from that viewpoint.

The way I understand it also is that even tho this is simply a change of mind return request we will also suffer a defect from it.

Even tho we are happy to accept the return and provide a refund on that basis.

Re: Our First Return Request

jensmanchester-australia — Mon, 08 Dec 2014 08:05:52 GMT

The way I understand it also is that even tho this is simply a change of mind return request we will also suffer a defect from it. Even tho we are happy to accept the return and provide a refund on that basis.

You don't receive a defect for a change of mind purchase.

Re: Our First Return Request

digital*ghost — Mon, 08 Dec 2014 08:09:44 GMT

clarry, my understanding of this is that you can accept or decline a return request like this - I'm sure we all recognise the the potential for upsetting a buyer if you decline, but you are not obligated to agree. I understand that you're happy to accept the return, just wanted to point out there's not auto-defect etc from eBay if you don't accept the buyer's request, it can only come from FB now (the buyer would be unlikely to be able to open or win a PP claim, they've officially acknowledged receipt and that it's as described via the return request)..

The fact that eBay is showing that the buyer is responsible for return costs indicates that they chose a change of mind reason, so the process is largely between you and the buyer. If you're happy to accept the return, you can advise when / how and under what conditions the refund will be issued, and that you won't be liable if the items are not received back. (It is in the buyer's primary interest to register in these circumstances, because if you don't issue the refund for any reason and they ask eBay to "step in and help", they will need to prove return postage to you).

Re: Our First Return Request

horizon1907 — Mon, 08 Dec 2014 08:13:05 GMT

A photo shoot. Give me a break !!!!! Shoot her. It's hardly your fault . Tell her to feed the dear little thing Donuts & Chocolate so she grow into it quickly.