Buyer won't return but wants refund

[DebussyHead]

I am new to EBay just started listing things this month. On my second sale I sold a cream/ blue striped baby's hat.

Buyer emailed saying colour was not as described (she said it was cream/yellow and should have been White). Description never said it was White it ticked striped, main colour blue and two photos show it clearly. Anyway I told buyer sorry they were disappointed with colour and offered full refund (even though I felt the hat matched what was in photo and they were in wrong).

Buyer asked if I would pay return postage, I said no that is buyer's responsibility (having checked eBay site and other forum's). Buyer then sent a few really ranty, aggressive emails (all in text speak so pretty incoherent) saying why should they pay to return to me, waste of her time as postage would be £3 to mail back, she's going to leave negative feedback for me and 'put hat in bin' as useless to her! I was flabbergasted!! It's a BNWT hat!! I was calm and courteous in all my communication.

She then left me neg feedback (after I offered full refund) saying 'hat very badly discoloured my son won't be wearing it awful seller' and opened case against me. Basically she was annoyed I would not pay return postage and that is real reason for neg feedback.

Her Opened case requested partial refund of £5,50 (bid price) and to keep item. I clicked on option for full refund £8.50 and return item (as i want the hat back to relist) Which is what I originally had offered but buyer refusing to return good as 'not worth it'. Can she do this and still get refund?

I know cases always go in favour of buyer but can I get a black mark even when offering full refund on return just because she refuses to send back at her cost?

It's really stressed me out and put me right off eBay. As I'm so new her negative feedback took me from 100% to 80% and I feel held to ransom due to this 'buyer is king' thing with eBay.

Also is it possible to speak to actual person at eBay customer service? I have reported her feedback.

TIA

[mojojomo]

I don't know about eBay's rules, I hope common sense prevails - you can't be expected to refund an item that arrived undamaged and which the buyer refuses to return!

It sounds to me like the buyer wants the hat for free. This business about putting it in the bin is ridiculous.

[mojojomo]

Have you thought about trying gumtree?

[DebussyHead]

Yes I might try Gumtree as this buyer may have screwed up my ebay profile. I still can't believe she said I was 'awful seller' after I posted immediately, emailed her to say I'd posted and hoped she liked it, responded immediately to her emails said I was sorry she was disappointed and would refund her in full if she wanted. How is that awful?! Very frustrating.

All because I said she would need to pay return postage to which she replied 'r u havin a laugh' . I thought my request was totally reasonable as item was undamaged.

Thanks for reply

[MrsCaptainJackSparrow]

I hate the way eBay does their feedback now so sellers can't leave negative feedback. If you've only just started ebaying and haven't built up a large amount of feedback you could always delete your account and start again. My friend did this, I'm not sure if you still can but could be worth a try to clear your feedback?

Not much help with the issue I'm afraid. I've had idiot buyers try it on. One told me the item was damage on arrival and wanted a refund. I requested photos for proof and all of a sudden I didn't hear another word! Another woman said an item had broken, I'm my sleep deprived state I just refunded her £2 odd without question and then I kept getting emails asking where her refund was. Then who I was. Then more on the refund. I guess she emailed everyone age purchased from to try it on and for confused over who replied!

[DebussyHead]

I have 5 more things that sold tonight and 2 more ending tomorrow so might just complete and post those out then keep eBay just for buying and Gumtree for selling. Since sellers get such a raw deal on eBay. It's not worth the stress.

[Tryharder]

There are some absolute scrotes on eBay, unfortunately.

You can respond to her feedback. Say: Item BNWT but buyer alleged problem as wanted partial refund

If you sound literate and measured, most people reading the FB will be able to see what was going on and make an accurate assessment of the situation.

If you report her, she probably has form for this kind of behaviour so I would imagine that eBay has her measure. Whether or not they give a fuck enough to do something about it is another matter, sadly.

[Tryharder]

Plus I would set up a series of dummy accounts in a fake name and address and watch her account. Bid outrageously on anything she lists and win it but then don't pay.

[Tryharder]

Oops pressed post too soon. Joking about the fake accounts, don't stoop to her level (worth a thought though )

[MissMarplesBloomers]

Hang on... you need Fergoose she knows about all things Ebay!

[LilyBossom]

you are right not to refund without a return - and you will not be forced to refund if they don't send it back. Once escalated she will be told to give tracking proving return, or ebay might give her a no fault refund. Leave follow up feedback underneath the neg, just state 'full refund offered upon return'. It is only a red dot on a website and will be gone in 12 months so try not to upset yourself too much.

[SoupDragon]

I would add a follow-up to the feedback saying "Buyer refused to return the item to receive a full refund"

[DebussyHead]

Thanks very much for your replies. I added a comment by her feedback to say full refund offered and declined by buyer.

You live and learn! One thing I have learned from this experience is not to leave buyer feedback until they give you feedback. Once she paid I left her positive feedback saying great ebayer!!! If only I could revise to say 'illiterate, nutter who wants things for free do not sell to her' lol.

[LilyBossom]

you cannot leave a buyer neg feedback or a neg statement so waiting to leave fb is pretty pointless really. Not leaving any feedback at all is the only recourse.

[DebussyHead]

Oh I didn't know that Lily thanks for heads up. God EBay really do give all power to buyers!

[TheBakeryQueen]

Lilyblossom, eBay can force a full refund without return of the item in certain circumstances. I know this from experience.

Rubbish, if the buyer is dishonest. But can be a fair decision when it's the seller deliberately describing an item inaccurately.

[LilyBossom]

ebay forcing a refund without a return is extremely rare & unlikely - has never happened to me before.

[TheBakeryQueen]

It has happened to me, only I was the buyer (extremely tatty coat described as hardly worn, couldn't tell from photos, seller's attitude was awful).

eBay can force a full refund for no return.

I don't know how rare it is, or how frequently this decision is made, how do you know that information lilyblossom?

[DebussyHead]

The hat is good condition as it is BNWT even has we plastic hook on the top from where it was hanging from rail. It was a gift when my son was born but his head was too big. Buyer even said in first email reason she was annoyed and 'gutted' because she thought it was navy and White and bought a matching scarf in navy and White. The hat is cream and navy. Then i pointed out description never said it was navy and white/ would she like to return and a few emails later, she starts saying the cream bits are discoloured and yellow in places. But I genuinely did not notice this and can't tell from photo either. Hence why I offered full refund on return as thought I can check for myself as I suspect she is just annoyed it's not white and navy and is making stuff up.

The case is still open saying 'awaiting buyer's response' to my offer of full refund on return. If she doesn't respond will it just go straight to CS to reach verdict? I've done everything if can offering the full refund so not even sure what the case against me is. I think she just wants a free hat.

[TheBakeryQueen]

You're probably right, debussyhead, but eBay will most likely decide in her favour.

I would definitely ask for photo evidence of discolouration though if you're sure she is making it up.

I check my items so thoroughly so I would know if she was making it up.

There's no harm in trying to get the item back.

I think I'd call her bluff and say, what a coincidence! I'm in your area this wknd, so to save you return postage fee ill pick it up! See if she backtracks.

[ForrinForrinerFromForrinLand]

eBay forced a full refund without return for me when I purchased a dinner set which was badly packaged and subsequently several items broke in transit. I'm guessing they thought attempting to return broken dinnerware hazardous. I felt slightly bad for the seller who ended up £190 out of pocket but ultimately I didn't feel it was my responsibility to make sure the item was packaged correctly. They guy didn't even use bubble wrap on each item!

In this case I think eBay will insist the item is returned before a refund is issued Op.

[Gingefringe]

I had a full refund without returning an item when I opened a case and heard nothing from the seller. I think ebay may do this when the seller does not respond to the 'dispute'. In your case i wouldn't think that they would refund your buyer until she produced postal evidence of a return.
You may also want to consider opening a case for feedback extortion if she emailed you threatening negative feedback at the start of the process (ebay would have copies of her emails).
She sounds a nutter. Good luck.

[sarahtigh]

they will refund without return when an item should not be returned it is illegal to send broken glass/ china in the mail, also they may do so for a very large item or something that was obviously a fake

however it is extremely unlikely on a brand new item with tags which is easy to post where there is evidence that it is wrong colour in her eyes from emails and you have offered to refund on receipt of item back ( once an item is returned you must refund in 3 days)

[willowisp]

I think the point here is that the seller didn't list the item correctly & as we know, photo's aren't always accurate.

I also think you'll find that if she complains of the cost to return the item, you will be forced to refund in full & she will keep hat.

Fwiw. I have complained due to items not listed (holes, hems cut, wrong size) correctly & the postage costs too expensive therefore not worth my while returning & I've always had a refund (& charity shopped the goods).

[SandyDilbert]

but you probably had a no fault refund from ebay which is more likely than being given back the sellers money?

[sarahtigh]

ebay is doing less no fault refunds due to abuse of system with too many ending up with item and refund

the seller does not have to refund without returned item unless seller agrees ( like broken china) or fraud is suspected