Request to return item

[alltoomuchrightnow]

Got this email earlier from eBay..(cut and paste below) a request to return, ie seller wants refund. I am a regular eBayer, selling for over a decade but I've not had this for years (I realise I'm probably lucky there!) The thing is, there's no reason given here as to why she doesn't want the item. I do detailed listings with v clear photos (I use a camera and not a phone, crop to show details etc). I also state in the listing that I can't refund unless made a grave mistake. I've read it over and over again and I know I have not. Perhaps the item got there damaged but it was a cosmetic item and I put a box inside a box then inside padded envelope (I'm an experienced packer!) But email does not state damage..it does seem v unfair that no details are given.
What would you do if you really felt the refund would be unfair? But then I don't want to risk a bad feedback , when all mine are postive (nearly 4000). I hate it that the buyers are always favoured over sellers.

XXXXX let us know that they want to return item XXXXXXXX for a refund.

See request details and be sure to reply to the buyer by 14 Sep, 2018. Starting on that day, the buyer could ask us to step in and help by opening a case - this can affect your seller level.

The funds for this transaction will be unavailable until this return has been closed. You can also use these funds to issue a refund. You must issue a refund within 2 days of the item being delivered.

[alltoomuchrightnow]

And I guess that stating 'no refunds unless I've made a grave mistake' means nothing?

[LilQueenie]

no refunds means nothing and its always been that way. Ebay now offers a refund policy for change of mind if I remember correctly.

[alltoomuchrightnow]

She's just emailed me and fully admitted it's her mistake. She chose the wrong shade. However, she wants a refund..
this seems so unfair!
It's a product I can't use and I'm out of pocket to pay her postage

[alltoomuchrightnow]

as well as the £20 refund

[alltoomuchrightnow]

I've asked if she could try and re sell it using my photos... waiting for response

[alltoomuchrightnow]

I've checked my Paypal account and they've already taken the money from me! Or rather, I'm in the red.. it will come off my next sale (s).
That seems dreadfully unfair when I've not even had time to respond to the message! And the buyer has admitted it was her mistake.
Should I contact eBay or Paypal?

[19lottie82]

You need to click the link in the email and go to the resolution centre to view the details of the return request. If it’s a non fault return, you can refuse the return and you will get your money back straight away. If they claim the item is misdescribed, then you don’t have a choice, basically.

[wildewillow]

I had this with a buyer once because shoes I sold didn't fit her. They were a standard size 5. She was size 5. eBay refunded the money but didn't take it from me as nothing in my listing was wrong and we sent them copies of the emails where she stated 'they just don't fit'. She also sent them back to me (got my address off PayPal without my consent) and the CF had worn them and broken them!

Speak with eBay and they should have access to read the message she sent when she said it's her mistake/wrong colour. We rang them and they were really helpful, helps to speak to a real person and get your side of the case logged.

[RedWineAllMine]

PayPal have introduced a new thing called funds now. It's where PayPal don't hold your money anymore even if you have a return request pending. The funds you receive in the first place are what you keep in PayPal. They have sent invites to certain people who qualify for it, eg great sales, no problems etc. So check your emails as this will come in handy for the future if you qualify for funds now.
I was getting sick of them holding funds until things were resolved when I wasn't in the wrong.

[RedWineAllMine]

Here it is

[terryleather]

I feel you pain OP, I've had a few returns cases taken out against me recently despite the fact I always give measurements, at least 8 clear pics, give a full description and state clearly that^^ I don't take returns.

The problem is if the buyer says it's not as described (even if it is) you won't get an option to decline the return and the worst part is you need to refund both sets of postage which is unfair.

Mostly I'd be willing to accept a return when forced to but not refund the postage but eBay doesn't allow that option.

However I've just had a return case against me overturned. I used eBay's call back service to speak to someone, they said i should email the buyer putting my side of the case using the resolution centre, then they can access both sides of the case and make a judgment.

I did that, then got eBay to contact me again. They said by law I had to accept the return but once I had and received the item back I could contact them and appeal the decision using EBay Seller Protection. Ebay accepted the return for me and I eventually got the item back (after 3 weeks...)

Anyway I got eBay to contact me again, asked for appeals dept, explained all and they found in my favour.

Hurrah! Except I'm still waiting on the funds being credited to my PayPal account....

[Fiffyshadesofgreymatter]

@alltoomuchrightnow

Sorry, I know this is old but you need to read the consumer rights act.

If you buy something online, then you can return it for any reason whatsoever. You don't have the right if you buy something in person (It would need to be faulty) but because you can't inspect an item before you buy it online, you can return it simply because you change your mind. It's the law.

I'm not sure how it would apply if you sold random stuff to people suing Facebook or something but since you use eBay and are a prolific seller, you need to follow to law. Your own terms and conditions cannot override the buyers statutory rights so even if you say "no refunds" you cannot enforce that.

[Fiffyshadesofgreymatter]

(I'm assuming you're a business seller since you've sold at least 4000 items)

[19lottie82]

Sorry, I know this is old but you need to
read the consumer rights act.

If you buy something online, then you can return it for any reason whatsoever

This apples to eBay sales ONLY if the seller is a business seller. Private sellers are not obliged to accept non fault returns.

The OP does not say she has sold 4000 items, just that she has a 4000 feedback (which could be from buying and selling) and it’s taken her over a decade to build these up.

[OfNoFixedAbode]

Don’t want to hijack but after similar up to date help! Buyer sends a return request under category ‘doesn’t fit’, message just says she has other boots from that brand in that size and she doesn’t know why they don’t fit..no ‘would you mind..’ or anything, just that. I agreed she could return and I would refund minus the postage out-she agrees and asks for address. Then read up and saw I won’t get my FVF back unless I refund in full. Haven’t clicked accept or decline (which is an option) at this stage. I message her again politely but stating this is unfair on me as this is the risk you take buying online. Ask her to consider relisting herself. Point out she is a seller (I’ve looked) who accepts no returns also and can surely understand how unfair it is. No response for a day. Message again asking for a response, stating if I don’t hear back by end of the say I will decline the return. But..should I? I’m scared to click that button as I’ve read she could then open a SNAD case and I’ll potebtially end up minus £45 and my boots. But then I’d rather not accept, feel this is very cheeky indeed and I would never even ask, just sell on. Any help appreciated and thanks for reading