A buyer has differing reasons for asking for a refund

[carolinebennett]

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

[carolinebennett]

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

[carolinebennett]

But I did follow the right procedure...

[instylecollectables]

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.

[instylecollectables]

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@carolinebennett wrote:

But I did follow the right procedure...

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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.

[davewil1964]

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@carolinebennett wrote:

But I did follow the right procedure...

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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.

[curraone]

too late, I think the OP has already refunded.

[instylecollectables]

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

[carolinebennett]

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

[curraone]

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

Maybe someone can explain the dispute process more clearly.

[katistrophik]

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