Overseas return request

[jellybirddesigns]

So, I have finally received my first return request from overseas.

The item was sent to the UK, and the buyer (with 8 feedback) now wants to return it. She's marked it as "Not as described", but I think it's just a case of buyers remorse.

Anyway, I have a message from Ebay to respond to the case within 4 days.

The buyer sent me a message asking for my postal address, which I have given her.

As yet I have not responded to the case as I don't want to go ahead without first consulting these boards.

Because she's marked it as Not Described, I'm responsible for postage.

1) I'm assuming I can only refund her what she spends on the postage once I get back the item and can work out the exchange rate?

2) The case does not show up in my resolution centre, but wants me to log in to Ebay UK?

3) The buyer needs to supply tracking back to me, correct?

[retailtherapist_8]

I have just had the exact same experience.Do not reply to the buyers refund claim yet. I was told to contact the buyer not through the case but through ebay message system stating nnothing more than " the item sent was exactly as described".

Thankfully I called ebay and asked to speak to a supervisor.

Please do this as this will save you a lot of grief. I was told to wait the 4 days then ask ebay to step in and escalate to a dispute which I did. You get to explain your side of the story over the phone( they took notes and added them so anyone following up subsequently would know what was going on), and if your description is detailed its harder for the buyers to argue a claim.

They opened and closed the case same day in my favour thankfully.

Buyers remorse does not qualify for ebay money back guarantee.  

The ebay rep was AMAZING, incredibly helpful and knew ebay policy to a tee.

They will speak to the ebay rep in the UK on your behalf as the refund is generated from the site used.

If they find in your favour the entire transaction is wiped from your feedback and seller ratings and dashboard.

Best of luck to you its not a pleasant experience especially when you try so hard to look after all your buyers.

[retailtherapist_8]

You need to contact ebay au to get the best help, go to selling problems , keep bring up the different options til it brings up a phone number and one time passcode. Dont follow the prompts linked to the refund request or it will keep sending you through to ebay uk.

[jellybirddesigns]

Thanks Retail.

Actually, it's making me log in to Ebay.com, not UK, so now I'm totally confused as the buyer was in the UK.

The problem is that, for whatever reason, the buyer has marked the item as Not Matching Photo's or Description, which is going to be really hard to dispute over the phone.

In a way, it might just be better to get the item back so I can resell it, even if it means losing on the postage.

[retailtherapist_8]

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@cushioncovers wrote:

Thanks Retail.

Actually, it's making me log in to Ebay.com, not UK, so now I'm totally confused as the buyer was in the UK.

The problem is that, for whatever reason, the buyer has marked the item as Not Matching Photo's or Description, which is going to be really hard to dispute over the phone.

In a way, it might just be better to get the item back so I can resell it, even if it means losing on the postage.

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Yes my buyer marked the same thing, I had listed all the flaws etc and my description was very detailed and I had lots of pics.

I may have just been lucky with the ebay reps I got, they were fabulous. Wish you the best 

[*tippy*toes*]

Did they say what was not described about it? They could just be after a freebie. Maybe if they have low feedback, there main account has been busted for shoplifting so they've started a new account. If it wasn't expensive, they may think that it won't be worth your while to have it returned so will just refund them.

I would be asking for photos of whatever it is that's not as described. I would also be wary about asking eBay to step in as we all know that 99.9% of the time, regardless of who asks them to step in, they immediately close in favour of the buyer.

I would be asking for a photo, then ringing eBay and telling them that the item is as described and you feel the buyer has buyer remorse.

[jellybirddesigns]

Thanks Tippy.

they have not responded to my request for more information.

They just sent a message with the return request asking for a refund upon me getting the item back, but that was it.

I think my main concerns are:

1) Why does it log me in to Ebay.com when this buyer was in the UK?

2) Why can I not see the return request in my resolution centre? (Maybe it will show up after I accept the request?)

3) If I accept the request, it says I can print a shipping label or send postage by email - I'm pretty sure I can't send a label as she is in a different country and I don't understand what it means by send postage by email (Provide a return shipping label or postage to the buyer via email. You are responsible for the shipping cost. Wait to get the item back before you refund the buyer)

[lyndal1838]

Sending the postage by email means sending the postage amount to her paypal account (after you have the item back).

[jellybirddesigns]

So I went ahead and accepted the return. I confirmed that I could not generate a shipping label becuase of the buyer being in a different country. So the subsequent message I then get from Ebay is:

You accepted a return for 16"/18"/20" PINK JACQUARD FRENCH PROVINCIAL CUSHION COVER. Made Australia.

Your next step is to send a return shipping label to ******************* by 04 Jun, 2016. If you've already purchased a label, upload the label for the buyer or add tracking details, so we can follow the package in case it gets lost.

If the buyer doesn't receive a label by 04 Jun, 2016, they can ask us to step in and help.

Good grief!

[lyndal1838]

Ooopsy...that usually mens that the buyer will get their refund and you will not get the item returned.

What an awful system this is.   I really don't know what to suggest now....maybe others will be more helpful.