Home › Forums › Buying and Selling › Selling on eBay › Strange return request
- This topic has 16 replies, 6 voices, and was last updated 3 years, 7 months ago by
T-Satt.
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02/06/2018 at 6:18 pm #32344
I sold a loose leaf 3 hole punch FACTORY Loose Leaf SEALED textbook (very clear in title and description). 3 weeks later, buyer wants to return INAD – missing parts. He is not responding to several messages I have sent to please send photos or explain to me what parts are missing (put very nicely). I have 24 more hours to respond to the request, or ebay automatically generates a pre-paid label.
I have no doubt this 300 page of book will come back unsealed and used ($$). If not, all I need is a confirmation or something from this guy, like: ‘Oops, I didn’t realize it was loose leaf, and not a traditional textbook’.
How do I negotiate with a buyer when they won’t respond? Any recourse??
Thanks
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02/06/2018 at 6:22 pm #32345
What we do is say “please send photos” if we’re worried about the reasoning. The buyer providing photos help make clear who’s “at fault”.
I would call eBay and ask them what to do since you sent a new item in the package.
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02/06/2018 at 6:27 pm #32346
Hi Jay…
Buyer is not responding to photo requests. No response at all. I will all Ebay tomorrow.
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02/06/2018 at 6:44 pm #32348
I understand the buyer isnt responding, but it’s all about the sequence of events when dealing with eBay.
–Buyer opens a reture request
–You ask for photos
–Buyer doesnt respond
–You call eBay to say that you’re engaging the customer, but customer is not particpating
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02/06/2018 at 6:38 pm #32347
Hello LAwoman,
I would offer that if you can, call ebay tonight to try to head off a problem. Better for you to know facts and options ahead of time in case the buyer does respond. Even if the buyer doesn’t respond to your messages, if he does not send the item back within 5 days of opening the return, I believe that you can call and get the case closed on day 6.
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02/07/2018 at 9:12 am #32385
I just got off the phone with Ebay. I’m a little stunned by their suggestion:
As per Jay’s excellent recommendation, I kept it simple and reported facts, in order. ‘Issa’ at Ebay then gave me the buyer’s phone number, and told me to call him. I asked about privacy issues, she brushed it aside… anyone who has a completed transaction can get the buyers phone number AND visa versa. So if a buyer wants the seller’s phone #, Ebay will give it to you.I asked how will calling the buyer, talking with them, show as proof or a paper trail. The response was: just ask for their email (or messaging) and tell them you will use that once they agree to talk to you.
Huh??As far as the return goes, I’ll just authorize it, screw it. But Ebay’s advice sits very strangely with me. Others??
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02/07/2018 at 9:22 am #32387
You do know that it’s always been possible for a buyer or seller to get phone info once an item has been purchased, right? This is nothing new. Someone suggested you can provide eBay with a fake number if you’re concerned.
We’re not the kind of people to call either. We like the simplicity of using eBay messages.
Sounds like you got a difficult buyer and they never make things easy. You do the best you can. Just accepting the return makes it easy.
Then think of all the buyers who are flawless and easy.
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02/07/2018 at 3:27 pm #32453
Yes, I think that was strange advice. Anything said over the phone would not be documented. I would still email your buyer every other day and keep asking for more information. Ebay will see that and know that you did your best. You may have gotten a hold of a bad rep at ebay. If you call again you might get better help.
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02/07/2018 at 3:47 pm #32455
It is stipulated in ebay’s documentation that when one signs up as an ebay seller and/or buyer they agree to have their number released to the relevant party. It can be done electronically and/or via the phone without consultation. If at any point a phone conversation does occur between you and a buyer, make sure to follow the conversation up with an ebay message to the buyer documenting what was said and/or agreed upon so there is a electronic papertrail.
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02/08/2018 at 3:05 pm #32535
Follow-up…
As expected, item returned, opened, pages out of order etc. Item was new, sealed.
Should I pursue this with Ebay, escalate it? Or is that going to hurt me, as a seller, in the long run. -
02/08/2018 at 3:23 pm #32536
Depends if it was a lot of money. If it was a lot then escalate it, send photos to ebay and report the buyer. Be prepared for a bit of a debate but stay calm. Best of luck!
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02/08/2018 at 3:34 pm #32540
LAwoman,
It depends on how much time you want to invest in this. If you have a restocking fee, you may want to charge it and move on. If you do not have a restocking fee, you may want to apply it to all of your other items that are being sold as new. If you call ebay, they may give you options but then again you may have the “he said she said” situation. It’s really your call. I am sure there are so many other things that you want to do with your time and energy than having to deal with someone who is not giving an accurate portrayal of the situation.-
This reply was modified 3 years, 7 months ago by
AdventureE.
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This reply was modified 3 years, 7 months ago by
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02/08/2018 at 3:47 pm #32542
Hi…
Yes, I have a restocking fee (20%), but as I understand how it works (maybe I’m wrong) I can’t charge the restock fee as it was INAD (missing parts – on a textbook!). Is restocking fee an option, or do I have to escalate in order to use it.
Business is so slow, I am willing to take the time ($40). -
02/08/2018 at 3:50 pm #32544
Is it possible there was a missing cd or something? Some textbooks come with stuff. If it’s not possible then that would be your best angle when talking with ebay… “how could a book be missing parts?!?”, etc…
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02/08/2018 at 4:34 pm #32546
Yes, you can escalate it but you still face the concept that you say you sent a sealed copy but the buyer is saying that something is missing which can only be known by having opened it. The question will come down to who did what. If you know for sure that you sent the buyer exactly what you said was being sold in the listing, then if you wish to you, you can call ebay. Be calm, focused, and facts only focused. There is no guarantee that you will win this but you can try. Remember, that even if ebay sides with you, the buyer can go to PayPal who will most likely side with the buyer.
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02/12/2018 at 11:17 am #32765
This is one of those situations where it is likely the buyer knows exactly what they are doing. They are under no obligation to talk to you, and ebay will tell you that you have to somehow get the buyer on record stating they did something wrong. I’d venture a guess that the buyer is also an ebay seller who knows the system.
If you feel like it, raise a big stink and continuously ask to have your case escalated. Your basis for this is that you sent a sealed item to the buyer and got it back opened and damaged. Eventually if you make enough noise with ebay they will refund you to make you go away.
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02/12/2018 at 11:40 am #32775
Veronica and I just discussed this, and would contact eBay once again to explain the situation before you process the refund. You may still lose out, but it is worth the conversation to see if eBay can be on your side to provide a partial refund, or allow your restocking fee, since this item is returned used. THAT IS THE INDUSTRY STANDARD FOR A RESTOCKING FEE! That is why RESTOCKING FEE exists!
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