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Hi, just looking for some advice as I’ve never contacted eBay before. Here is the situation, my buyer requested a return under the reason “Missing parts or Pieces” and stated “I though I would be getting 2, the pictures make it look that way.” I had 2 identical NIP New Old/Stock items for sale, nowhere in the title or in the description did it say it was a lot or a set or 2 for the price stated. (The listing did say that I had 2 available). At the top of the listing I had the Quantity box where you pick the number you want. It defaults to 1 but showed that I had 2 available. The buyer bought one.
So I replied to the buyer that I would be happy to accept a return but that I would not pay for the shipping because there were no missing parts or pieces, that the buyer had purchased a quantity of 1 and I sent a quantity of 1.
So I assume that the buyer thought that since I had a photo of both the back and the front of the item that somehow that meant the buyer would get a quantity of 2 even though a quantity of 1 was chosen. There were probably 8 more photos that all showed 1 item from different viewpoints. It doesn’t make sense to me that quantity 1 did not mean quantity 1 to the buyer.
So the buyer now says they will ask eBay to step in, which I was going to do anyway.
So do I call eBay and state my case or is this done some other way? I looked up the procedure on eGay and it says go to the case in the Resolution center and select take action and then ask eBay to step in. However, I haven’t been able to find where this is… Any help would be greatly appreciated! -
Would you be willing to share the actual listing? It’ll be easy to give advice.
From what you’ve said, eBay should easily side with you if you were selling in quantity and the buyer had to manually choose how many they wanted. Just call and calmly/efficiently explain the situation.
Usually these cases take a minute for eBay to solve.
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When you call ebay,
1. Have the item id number ready to share – it is on the right side of the description box in the listing
2. Speak with them in “bulletpoints” – just the key points and not the “story”.
3. Stay factual, calm, focused, and professional.
4. If you hear something that doesn’t make sense or does not fit with the situation, either ask to speak with a supervisor or hang up and call back. -
Thank you AdventureE and Jay for your assistance! I just got off the phone with eBay. (If you call as soon as they open there’s no wait time!) I was told that eBay can’t change the return reason “missing parts and pieces” and that because there was no resolution between the buyer and myself eBay would force a return within 5 days. I did ask eBay to close the case and ask the buyer to reopen the return for the correct reason (changed mind) but eBay wasn’t willing to do that. EBay said if I don’t get the item back by Thursday of next week the case is closed but I’m sure I’ll get it back by then so I asked how I would be able to get my shipping $ back due to the fact that it’s being returned incorrectly for missing parts and pieces and there are no missing parts or pieces. EBay said I will have to file a faulty return claim after I get the item back. I’ll call eBay again after I get the item back to do that but I’m hoping someone has experience with faulty returns claims and can again give me some helpful advice. Thanks for your help!
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Hello again, I just looked in the forum under faulty returns case and there is general information there for me to follow. But does anyone have a specific case they can share? Does eBay ever side with the seller or is it the usual “the customer is always right”? Thanks!
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We talk about it on the podcast all the time. We dispute any INAD case that is classified incorrectly. We win these cases more often than not.
eBay gave you the correct info. First you accept the return no matter what. If the buyer doesnt return itin six business days, call to have it closed. If he does send it back, then you dispute the reason and just refund the buyer for the cost of the item.
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Thanks Jay for telling me that I should accept the return no matter what. I just did so and today was my last day to do that. I will call eBay again when I get the item back and dispute the reason for the return. I didn’t understand that I should accept the return “no matter what” and THEN dispute the reason for the return. I thought that by accepting the return for the wrong reason that meant that I was saying that I agreed with the reason for the return. Thanks again for your assistance, your help is priceless!
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No. Here’s how it works for me.
– accept return, including providing shipping label
– when receive item, call ebay to dispute reason for return, and if I succeed, they do something on their end to make sure I don’t end up paying for return shipping, then they have me refund just the price of the item via paypal, and then they close the return case. There is no way for me to “refund just for item” without calling ebay.
– buyer can presumably then appeal, though I haven’t had that happen.Vintage Treasures – it took me a while also to come to the realization that you always have to accept the return first even if you disagree with the reason. It’s a bit counterintuitive, b/c when you click “accept”, it sounds like you are accepting the return AND the return reason.
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to echo what others have said this is how it has worked for us, we are in the beta program where we can dispute the reason for the return through the actual return itself on ebay, no calling needed, not sure if that will ever go site wide or they’ll just take it away all together—
–buyer opens INAD case
–i grumble about it
–accept return case through ebay’s interface
–wait five business days, on sixth, close the case if it hasn’t been shipped
–if it has been shipped and returned to us, dispute reason for return, but refund price of item only, no shipping costs.
–buyer has the choice to appeal my partial refund, 50/50 chance they do so.
–i have choice to now call ebay and appeal their appeal, 50/50 chance you can overturn it.if you’re not in the beta returns program, you would accept the return, wait for it to get shipped, if not shipped you close the case (you need to call), if shipped you call and dipsute the reason for return.
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Like Sonia, I am unable to refund for just an item in an INAD case. I also have to accept the item, pay to ship it back, and then call eBay when the item is returned. eBay generally refunds the buyer 100% automatically from my PayPal account and then I have to file a Faulty Returns claim to get any money back.
I am still trying to get a $23 return label credit for my most recent INAD appeal that I won. Ebay gave me money back for the item itself as well as original shipping but eBay has so far refused to credit me on my invoice for the return label even though they sided with me.
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Hi Everyone,
Just wanted to follow up on my request for help. I followed through with what Jay said: “We dispute any INAD case that is classified incorrectly. We win these cases more often than not. eBay gave you the correct info. First you accept the return no matter what. If the buyer doesn’t return it in six business days, call to have it closed. If he does send it back, then you dispute the reason and just refund the buyer for the cost of the item.”
I accepted the INAD return (like others have stated I was not able to dispute the reason for the return previous to getting the return back) and then when I got the item back I called eBay and explained the situation. Ebay had me refund the buyer minus the shipping to the buyer and the return shipping to get the item back. So it cost the buyer $8.00 in shipping. Of course after I refunded $8.00 less to the buyer, he left me negative feedback. So I called eBay again and they removed the negative feedback right away. All’s well that ends well. Thanks everyone for your help, I understand the procedure now.
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