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We sold a blue Samsonite hardshell suitcase and the buyer opened an INAD case claiming that the color wasn’t right and, btw, that a latch was broken. I asked for a photo, no response. Called ebay, asked for another photo, no response. Called ebay again, they said to accept the return, so I did that. When we got the suitcase back it was still in good condition, no broken latch. So I went to call ebay again but I saw a link for “report this buyer” and chose that. Well, ebay refunded them the whole amount and closed the case. WTF?!? Is this just the cost of doing business or should I try to fight it? Thanks!
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I would call ebay. Based on my experience with two incorrect INAD returns recently, I recommend calling ebay at every step along the way, before taking any action on the website. Learned this the hard way, when I mistakenly escalated a case by selecting the “want ebay to step in and help?” option on the website.
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Yeah, I wouldn’t give up so easily. Make very clear that “not the right color” is buyer’s remorse. Plus, the latch wasn’t broken.
You should accept the return, but the buyer should pay for all shipping.
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We’ve called ebay several times on this hoping to get someone to understand. Now they are saying that I should have never accepted the return, even though they told me to and kept sending emails about it. Instead of accepting the return they are saying that I should have just asked for the photos and then done nothing. I would’ve done that if they’d said so, but then I kept getting those semi-threatening emails. *sigh* The guy is an experienced buyer AND seller so he knew what he was doing.
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I need some advise on this return. Buyer opened a return for NAD and wrote in the notes:
“Hi, Sorry for the inconvenience but the colors looked different on my computer and did not look good in the bedroom. Thank you”
I called eBay and plead my case of clearly buyer’s remorse and abuse of the return system. Representative agreed and told me he would contact the buyer to return item to me at their expense and I would be able to deduct 15% restocking fee upon it’s return. I received an email that a case was resolved in the buyer’s favor, but based on what I’ve learned from the forums, did not get too worried. Just checked my dashboard and have a defect from this. The buyer has yet to upload tracking for the return. Called the appeals department today, and they refuse to remove it. Agreed it was buyer’s remorse, but insisted eBay always gives a NON-REMOVABLE defect to the seller as a “learning tool” in these cases. I’m going to call back, but would like some advice on what to say.
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Its very easy to get frustrated in these situations. So the first order of business is to be professional. If you get a customer service rep that doesn’t understand the situation, then say “thank you” and call back.
Your case is simple:
the customer admitted that they were returning it because the color was wrong.
This is a clear case of buyers remorse.
Simply ask that you be covered under eBay’s Seller Protection:
http://pages.ebay.com/help/policies/seller-protection.htmlWe always make clear that we don’t mind taking returns. No questions asked.
As small sellers, we just don’t want to be penalized when customers change their mind.
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Thanks Jay. I called eBay and asked to be covered under their Seller Protection Policy for defect removal. They told me since I take returns, the case was found in the buyer’s favor, but they must pay the return shipping. They also told me I would be given a chance to charge my restocking fee when giving the refund, or I could refund through PayPal and deduct the restocking charge. After all this is done, I can call back and get the defect removed. It seems to me the case should have been found in my favor, but still allow the buyer to return the item with them paying for the return. I did find the information to sign up for the new test return system Ryanne was talking about. I already sent them a request to join.
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