Defect for refund ???

[chameleon54]

I,m still trying to get my head around this "fantastic defect idea" that ebay has come up with. I have a customer who has purchased and paid for an item. He has now decided it wont suit him and wants a refund. Before the defect system, I would just refund him and not worry anymore about it. I,m wondering if I refund him now will I cop a defect ?

[clarry100]

I called ebay CS on this exact topic last week.

I was categorically assured that when the buyer requests the cancellation that there will be no defect issued by ebay.

And if there is then call them and they will reverse it after reviewing the messages between you.

So it seems it's very important to get your buyer to write in words that they are requesting the cancellation.

Defects are only issued where its the fault of the seller that the cancellation is made. This was made very clear to me.

[beach_and_home]

When you put in the mutual cancellation just make sure you choose the reason "buyer changed their mind". That's all you need to to, and there will be no defect.

[digital*ghost]

Some sellers have reported getting a defect for issuing a refund, and/or cancelling a transaction, even when selecting the correct reason (buyer purchased in error or changed mind) - I can only say I have cancelled a few transactions with that reason and as yet have not been classified as defective, so I presume it could be hit n' miss, sadly. 

[thecatspjs]

Not yet had a defect for change of mind cancellations or partial refunds for post overpaid..... yet.....

eBays DEFECTIVE DEFECT system seems a bit RANDOM among other things - notwithstanding the whole DEFECT system reflects more negatively on eBay itself, than any seller it seeks to control

[digital*ghost]

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@thecatspjs wrote:

eBays DEFECTIVE DEFECT system seems a bit RANDOM among other things - notwithstanding the whole DEFECT system reflects more negatively on eBay itself, than any seller it seeks to control

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Yes, the joke's on them... I was uncontrollable and oddly random way before eBay learned how to pick up sticks.

Defects.... I laugh in the face of defects* 

Spoiler

*.....at least until I get one / some worth worrying about. 

[thecatspjs]

Buyers buy cause they want the goods, and the price is right.

Buyers return because they get a good deal and the service is good.

Top rated seller, feedback percentage, free post, DEFECTS .... what ever ..............*rolls eyes*

Nothing eBay does will change the fundamentals for the majority of buyers IMO

[tonalidesigns]

its really important to submit the cancellation at the same time, with the right option.

We inadvertently gave a buyer a 100% refund instead of a partial refund for overpaid postage - we put the actual amount of the refund in the invoice number section on the Paypal screen. Because we had fully refunded without also submitting a cancellation its automatically assumed that this is a seller initiated refund because we couldn't supply.

The buyer actually resent the payment directly and we didn't think any more about it until we noticed the defect. It was just after the whole thing was announced.

So, we have a defect and Ebay were unable to (or wouldn't) reverse it.

[chameleon54]

Thanks everyone, one more question, If I cancel and refund all money paid, do I still loose the FVF or are they refunded to my account. I have had another identical request this morning, and both are overseas buyers so the FVF on postage is a bit of money, Thanks.

[ambridgebuckskins]

No more refunds from eBay on the postage charge. Their view is now 'get it right the first time'. (Which isn't that easy as it sounds).

The Cancel Transaction solution is coming up a defect for some sellers. l have two where l have cancelled a double purchase for two buyers. Messages show the request and 'oops' messages from the buyers. So far, eBay have not removed them as they are still working on the defect issue.

They agree that Cancellation due to the buyer should not be a defect but they have no answers as to why it shows as such for some sellers. They have had many complaints but their hands are tied for now. (so they say).

I so dislike the word 'defect'. Makes the lot of us sound like scammers.