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First of all thanks for your time!
Can you advise me what to do in the following situation?
It looks like the only option I can check is giving a complete refund including both ways shipping. But her return reason isn’t valid.
If I agree to this and give the total refund, will it be a black mark on my record?
(I have 450 positive feedback and am selling parents old collectibles and some stuff I’ve bought to resell) Also if my response was wrong, what should I have said?The buyer requested a return because there’s something wrong with the item.
CUSTOMER:
Doesn’t match description or photos
Comments
Hello! I d like to return these please, as they re actually not NWT . NWT means the tag is attached; with these, the tag is taped to the bag. That means these could have been worn quite a bit and the tag was simply kept. Thanks!MY RESPONSE:
I wanted to let you know that these are NWT. I bought them myself and they have not been worn at all. The reason I did not attach the tag with the pin is that I did not want the loop pin to damage the item in transit. I will still take these as a return, but they are new as described. Let me know if you still want to return. They will have to be unworn with no marks. You would pay return shipping. Thanks, Lisa -
If you’re regularly selling on eBay, then returns will happen. It’s no big deal.
In this case, you could fight it. Call eBay. If you’ve listened to our podcasts, this is what we do. If we do plan to fight the return, then we call eBay BEFORE we start communicating with the buyer. This lets us know if eBay will back us up or not. Plus, anything we say to the buyer isn’t going to change their mind. It’s eBay who we need to convince.
But another thing you can do is just eat the return. It won’t be much money and will make the buyer happy. Sometimes losing a $5 buys you quick peace of mind.
If you accept a return for SNAD, you get a defect. No big deal. We all get defects. The goal is to just make a habit of it.
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Hi Jay,
Thanks so much. I knew I could count on you for calm encouragement!
I listen to to your podcasts and will now have to perk up my ears more when you talk about returns.
An aside– You might remember a Singer treadle machine in an oak cabinet which you sold recently. I have the exact thing (same carving, etc.) which my Grandma bought used in the 1920’s. We replaced the machine inside with an electric one which folds down and fits exactly, and kept all the wrought iron. A nice heirloom.
Thanks again and be encouraged that you are helping many people!
Lisa
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Have you heard back from your buyer yet? If she chooses to keep the item after reading your explanation for the detached tags, it’ll definitely take a call to Ebay to make sure the case is not considered closed “without seller resolution”.
Just want to clarify something. If you accept the SNAD, it’s my understanding that as long as you check the box to give a complete refund, including shipping both ways, within the time frame Ebay gave you, you will not get a defect. Since you agree to the complete refund, it’s not considered to be closed without seller resolution.
http://pages.ebay.com/sellerinformation/news/fallupdate2015/seller-standards.html
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