Our First Return Request

[clarry100]

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?

[fishontap12]

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....................

[clarry100]

Yes she paid using PayPal originally.

[collect247]

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.

[clarry100]

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.

[clarry100]

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.

[curraone]

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.

[clarry100]

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.

[jensmanchester-australia · Accepted solution]

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.

[digital*ghost · Accepted solution]

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). 

[horizon1907]

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.