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I was only offering it on “new” items that can go first class mail. I thought it was the only way to be able to deduct for used items, and be protected from neutral or negative feedback. I sell a lot of used vintage items, but do find new stuff occasionally. Sonia, did the buyer you deducted from leave you feedback?
Interesting to hear Sonia. Hell’s bells, why am I offering free returns??? May have to rethink this…
Follow up to buyer returning a used item with Free Returns. I did get the microdermabrasion head back, and it was used. Clearly not the one I sent her. I logged on to eBay and was given the choice of a percentage or dollar amount deduction, and refunding or withholding original shipping. I deducted the maximum 50%, withheld the original shipping, and reported the buyer for abusing returns. Uploaded a photo, and provided an explanation for deductions. So far so good, nothing from the buyer, but I will be watching my feedback for any problems.
Wow Annie! That’s terrible. Mine was only a $30 sale, but as they say, “it’s the principle of the matter”. I read over the Free Returns Seller Protections, and I’ve decided to test the waters. If I get it back and it’s been used, or switched out, I’m going to refund her the maximum allowed of 50%, and report the buyer for return abuse. If she escalates to eBay, they will take over the fight, and I’m supposed to be protected from neutral or negative feedback. We shall see. I’ll report back to provide the outcome. Here’s the policy:
A returned item has been opened, used, or damaged
When you offer free returns and accept the return:
You will have access to use the partial refund tool for items that come back used, damaged, or missing parts.
Starting June 1, 2018, if the buyer leaves negative or neutral feedback for any reason or escalates an eBay Money Back Guarantee claim, we will automatically remove the feedback and protect you from impacts to your standards.
If the buyer escalates, eBay will resolve the issue directly with the buyer, and you don’t need to worry.I really dislike calling eBAy, buy I just might have to in this case.I was hoping someone else here on the forum has dealt with a similar situation. Thank you Jay!
Jay, I don’t have any problem refunding, and moving on, but since it was Free Returns, I would like to know eBAy will remove any negative feedback. According to the free returns policy, I can deduct up to 50%, and eBay will take care of any further problem with the buyer, and remove any neutral or negative feedback. If I just go ahead and refund all of it, will I be just acknowledging that is was a SNAD, and ebay won’t remove any bad feedback. My question is, do I have to dispute it to be protected?
I did buy it at a thrift store, along with 11 other packages of the same. I have sold the dermabrasion sets before, so I know what to look for and did look each package over carefully. They were new, and not used. I’ve already sold 4 more, and received positive feedback, so I know they were not used or defective.
In my case, the reps really did seem interested in helping, and did not rush me off the phone. In fact, I had 2 return phone calls from eBay reps clarifying the details. One Appeals rep, took “ownership” (her words), and called me back to explain why they couldn’t close the return. Because the buyer did not agree or disagree with my message about only refunding the item cost, the return has to stay open for 21 days, EVENTHOUGH eBay agrees it’s a false INAD. I did take the opportunity to tell the reps that with the new 4% extra fee for INAD cases coming, I was going to call and dispute every false INAD when in the past (didn’t count against performance), I would have just refunded and moved on.
I’m dealing with one now. Buyer opened return claiming INAD. I accept the return and pay for the label. I call eBay, and after conversations with 3 reps (who all agree the INAD was false, and it’s a case of buyer’s remorse), I’m advised to get the item back, contact the buyer, and offer to refund the item cost, but not the original shipping. I do that, and buyer sends me back a courteous (not rude or angry) message still claiming INAD. She does not agree or disagree with my offer to refund item cost only. I call eBay again. They tell me to refund her the item cost and upload a screenshot into the return details. When I do that, they will close the case. Meanwhile, eBay refunds me the cost of the return shipping label and FVF’s for original cost of item. I check the next day, and return is still showing open with reminders for me to return the orginal shipping. I call eBay again and am told the return will stay open for 21 BUSINESS DAYS for buyer to communicate with me. If she asks eBay to step in, they will close the case in my favor and tell her she lost her buyer protection for opening a false INAD. Are you kidding me? This must be a new policy because I have had false INAD’s closed before immediately.Oh Ebay!
Thank you for the replies. I did get them to open a return and upload the tracking. Just waiting for it to be delivered back to me.
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.
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.
