Customer returned item and didn't go through ebay

[brooklyn_procurement]

I just received a package with returned postage from an item i shipped out two weeks ago. The buyer wrote a letter saying they want their money back and item was in worse shape than expected (I took very detailed pics). I checked my ebay and I have no return requests so buyer must have returned on his own. Not sure what to do, call ebay or contact buyer and ask them to go through return process (i dont have free returns on..I feel it will be just like what happened with free shipping in the long run)

[sonia]

I would message client and tell them that in order for you to process their refund, they need to go through return process on the ebay website.

[AdventureE]

I think you can refund them just for the cost of the item. If you knew there were issues with the item when it was listed and they accepted the issues and then bought the item only to pay for the return, I am not sure why they would need to open a return case. You would then have to have them go through the process of determining who is going to pay for the return label when it has already been paid for by them sending it back to you. You may want to simply refund them and call ebay and get your FVF back once you see the return has been approved by PayPal.

[T-Satt]

I would send a message saying you are sorry that they weren’t happy with the item and refund them according to your refund policy. No muss, no fuss.

[brooklyn_procurement]

I just called ebay and they told since it was an unrequested return I do not have to refund the buyer anything and to let them know to contact eBay with issues. Seems kinda wrong and from a customer service aspect wrong but I don’t want to do anything where I wind up refunding the person then they place a request I lose all the money

[Jay]

I’d be like if you bought something off Amazon, received it, and then just mailed it back to the warehouse without a reference number etc. I doubt that customer would be SOL.

But eBay would back you up if you refunded the buyer and responded to their messages through eBay. All depends on how much of a headache you want to get into.

[AdventureE]

This does not seen consistent with the easy returns ebay is pushing. Nor does it seem consistent with good customer service promoted. It seems unnecessary to have this escalated and turned into a whole back and forth drama. With the focus on best business practices, I would offer that you may want to call back and walk this thing through with another rep.

[brooklyn_procurement]

it would be easy returns if it was through ebay, this person just paid for shipping and sent it back and never sent me any messages through ebay

I decided to take photos of the item and the box to show ebay if they look that the item is exactly as described and message the buyer that I received the package and sorry they were not happy with the item. I wish they would have contacted me but per ebay rules I am unable to process a request and to please contact ebay. should ebay say otherwise I will happily comply.

really puts me in an awkward position because if I refund the guy for just the item and not the shipping he might want more of a return and then their could be issues with paypal or ebay. I figure if I go this route at least it shows I am willing to work with him

funny the guy paid more in shipping fees than the actually item

[sonia]

I avoid all these issues by simply telling the customer to start an ebay return in order to get a refund. I’ve never had to call ebay in such a situation. Since you have already received the item, as soon as they open the return, you just do the refund via ebay, and you get your FVF refunded without having to talk to ebay.

It’s really that simple.

[brooklyn_procurement]

it is finally over. The customer cursed me out, so Ireached out to eaby and they told me as did this group to have him start a return via ebay. He did and immediatly opened a case against me. His return reason was because he didn’t like it yet the case was telling me to refund him the full amount including his shipping. I called ebay again and had an awesome rep! He told me because I have automatic returns that the buyer was able to open a case immediately and was telling me to return the full amount including shipping. The buyer didnt even give me an opportunity to only refund the purchase portion. In the end because I was trying to help the customer and there was a lot of confusion because he returned outside of ebay, ebay decided to refund the buyer on their behalf and let me keep everything. The case wont affect my store.

I may turn off auto accept so I have more control of these options

[sonia]

Glad it worked out.

I’m not sure you can turn off auto-accept completely anymore. There are some return types that ebay now auto-accepts on your behalf regardless of your settings. I think “fit” is one of them. Don’t remember the rest. Personally I find that annoying, b/c like you said, it takes away the option we used to have to give a partial refund (which I never used for “fit” but did for some of the other return types). Now that partial refund can only happen if the buyer messages me first instead of opening a return, and the refund is done outside of the ebay system through paypal, so no FVF partial refund.

[Author]

Posts