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

[instylecollectables]

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@carolinebennett wrote:

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

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It's not par for the course at all if you follow the correct process otherwise you may as well sell for free.

That CS rep advised you what to do due to the fact you didn't follow the rules correctly.

It can be a bit daunting when things like this happen that's why there is in place seller protection if followed correctly.

[carolinebennett]

So the process & explanation of consequences that are available in ebay help (which I read and understood to be correct) aren't actually correct? 

The format was:

You can do this....blah blah blah

And or this...blah blah blah

BUT ultimnately THIS (buyer refunded) is the end result

OTHERWISE your seller standards will be affected

[carolinebennett]

Think I missed this post...sorry.

The ebay help person was the one that told me to refund. 

[countessalmirena]

@carolinebennett,

Once a request for refund has been made on the basis of SNAD/INAD, the correct course is for you to provide the buyer with a return label. You can also reply within the dispute along these lines:

❝Dear [buyer]

Thank you for getting in touch with me about the [item name], item number [xxxx] which you purchased on xx/xx/xxxx.

If there is a fault in the [item name], we will happily refund once it has been received back by us. We carefully inspect all items prior to listing and again before despatch, but if something has been missed, we will double-check and resolve as quickly as possible.

Please send back the item, and we will contact you again upon receipt of the item.

Kind regards,

[seller]❞

Never - NEVER - refund before the item has been received back. That would result in no pressure at all upon the buyer to return your item, and there willl also be no consequences to the buyer's failure to return it. You can't give the buyer negative feedback; there's no way to warn other sellers; in short, it's gifting the buyer with your item, putting you out of pocket, and there will be no cathartic release to soothe your annoyance or frustration.

You should only refund upon receiving the item back, and inspecting it. You have three business days after receiving the returned item before you must issue a refund.

Read through this Help page about How to handle a return request as a seller.

[carolinebennett]

The link is missing.....?

[carolinebennett]

I did check the link you sent me but it doesn't exist anymore apparently.

Are you in Australia?

[instylecollectables]

Just click on the site map at the bottom of this page

[danieh_6]

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@davewil1964 wrote:

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@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?

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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.

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Ill show you one haha, you'll be surprised

[davewil1964]

Link works for me. I am using a computer, however.

Win 8.1 with the latest Chrome.