Info needed for return request

[lynne8221]

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.?

[janeababe]

He either stands in line at the post office, or he stands in line at Kmart buying a huge magnifying glass to read the damn book 😂

[lynne8221]

The book was $6.90, so money definitely not the issue.  But the ethics of reading a book & then wanting a refund- something I’m so not happy about.

Nevertheless, if he pays return postage, he can have his $6.90 back, together with an email from me about morals & perceived dishonesty.

[domino-710]

Don't even go there.

Doubt he will send - leave it at that.

And don't forget to put him well and truly on your BBL.

[lynne8221]

I’ve read through the EBay request for return & under “reason for request” is - I don’t like it & under “comments” he’s put - print too small.  Then it goes on to my options for what to do.  I chose contact buyer & sent the email & there is nothing else, just that I have 4 days to do whatever, which ends on 18 th.

[lynne8221]

Actually it was $6.80.  All this angst for $6.80.!!!!

[domino-710]

Just one question - what case has been opened. ??

He has to have opened a case - what was it.??

[lynne8221]

EBay has sent me a “Respond to Return Request” with a Return Item ID number, & “Reason for Request” - didn’t like item.  And a heading of comments which he has stated - print too small.

I then have the choice of about six or seven options, refund, partial refund, reply to buyer, etc.. It then tells me I have four days to do one of the options, until 18th.  This is all there is.

I presume that is the case opened???
Like I originally stated I’ve never had this before  & don’t really know what the heck I’m doing.

[springyzone]

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@lynne8221 wrote:

I’ve read through the EBay request for return & under “reason for request” is - I don’t like it & under “comments” he’s put - print too small.  Then it goes on to my options for what to do.  I chose contact buyer & sent the email & there is nothing else, just that I have 4 days to do whatever, which ends on 18 th.

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As long as you contacted the buyer within the actual case and not separately by PM then it sounds as if you have covered yourself.

Especially if you stated it was a change of mind return and you would refund minus postage once you received it back. That is offering a solution.

No emails, no PMs, just all discussion within the case itself.

Please let us know how it goes. I am nervous for you. I think you have been very reasonable but I am not confident in how ebay will handle it.

[countessalmirena]

Lynne, this is definitely and unequivocally a change of mind return. By this, I don’t just mean it’s COM by any common sense measure… it’s actually COM as defined by eBay.

Your policy on eBay is no returns for COM. eBay allows that. eBay is therefore on your side if you simply decline the refund request in the dispute.

You MUST take action within the dispute itself. Just messaging the buyer is regarded by eBay’s automatic returns process/dispute process as no response.

I’d have said a refusal would be appropriate. You’re not a lending library, and not liking the book isn’t a valid return reason. But since you have told the buyer you’ll accept the return, if I were you I would want to follow through as a matter of being true to my word. But no need to make this attractive to the buyer! You should have the option to accept the return with buyer paying postage. I would now choose that option.

The buyer will then have a few days to return the item (paying for return postage themselves). It must be tracked postage. The MBG help page used to specify this timeframe; it’s now stated to be by the timeframe given to the buyer by eBay. I think it must be no more than 5 business days  (from memory).

If the buyer thinks it’s just not worth it, and return postage cost will swallow up any refund, he’ll probably not send back the book and the refund request will time out.

But all the information is on the MBG help page.

Actions & time frames for "remorse" returns

Action	Time frame
The buyer requests a return Start a return request - opens in new window or tab	Latest: Check the seller's stated returns window in the listing
The seller responds to the buyer's request The seller is required to respond and honour their returns policy.	Latest: 3 business days after the request date In some cases, eBay may automatically accept the return on the seller's behalf.
If the item is being returned
The buyer sends the item back	Latest: The latest date to post the return will be shown in an email sent by eBay to the buyer, as well as within the return request. If the buyer does not post the return by the specified date, eBay may close the return request.
The seller issues a refund	Latest: 3 business days after receiving the returned item If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf.
Ask eBay to step in If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. eBay may step in without the buyer asking, if the seller didn't respond to the return request. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged.	Earliest: Once the seller has accepted the return, or 3 business days after the request date Latest: 21 business days after the request date, if the seller never responded 10 business days after the refund deadline has passed, if the seller is issuing a refund eBay may hold the return request open for up to 35 business days after the date the return was accepted.

[lynne8221]

Thanks, I’ve sent email within the dispute using one of the options EBay had there, which was to correspond with buyer.  I made it very clear that I have a no returns policy, but that I would make an exception if he wanted to send back the book by tracked mail.

Have not had any reply from him so far.

Thank you for all the info.  I’m using an iPad here, with dodgy Wifi, so it’s great to have it all in front of me.  Much appreciated.