Return request for non-collected item

[rattytattynightmare]

I sold something on eBay; tracking shows it’s been at a parcel shop awaiting collection for nearly a week.

However I have had a return request saying item is defective (my general policy is no refunds accepted). The comment on the request is ‘Seller EXCEPT returns’ plus a photo of a recently deceased celebrity, so feels like a timewaster. I’ve messaged the buyer to ask why it’s defective (as it was tested prior to being sent) but had no response.

Realistically have I any option here but to accept the return? Which means paying for the return postage I believe. Also not sure how it works if it’s not been collected, but I have to resolve the ebay request somehow…

I’m not sure about eBay but on Etsy this is considered a forced return & is against the rules.

I’d just respond to the case saying the tracking shows the item has not been collected, eBay will likely close the case in your favour, and remove any feedback they leave. Even Etsy would likely side with you and I find eBay far fairer to sellers than Etsy is.

Don’t panic and don’t let them take the piss.

(why did they add a photo of a dead celeb? How bizarre! 🙃)

Thank you @lemmein much appreciated.

They claim to have left it at the Post Office for return to me later this week(?) along with stuff about how they are feeling unwell and about to go into hospital.

All I seem to be able to do right now on eBay is accept the return, or offer a full/partial refund, hopefully I can raise a case within eBay in a few days time.

oh but what i dont seems to understand in this issue is why are you the one been held for the products issue not the owner of the products or you are selling your own products on the platform because on my store on shopify if buyer return any products it is the supplier that will handle the return and replacing it if it is genuine enough to get a replace for the products

I’d get in touch with eBay and explain what’s happened. They’ll probably be able to close the request.

Oh how did you know they will close it, have you experienced such before?

Tbh I can’t remember exactly for that one. I’ve had them step in for other things where the buyer or seller was refusing to do things.

Contact eBay on the live chat function and explain that you think the buyer is abusing the return process because they have not even collected the parcel (so can’t be faulty product as the reason for return). They are pretty good at ruling to resolve issues, I’ve recently had cause to contact them a couple of times and they found in my favour.
Also, the parcel will require a new label - how is that going to happen if they haven’t even collected it? Even if you de accept the return, you can choose the option to not refund until you have received the item back.

On eBay if an item is defective you have to accept returns so if a buyer starts a item arrived damaged or not as described case eBay will auto start a return case, so you now have to respond to the case. You can contact eBay via help and request callback, they are pretty quick generally. If an item has broken in transit it's not worth sending a return label just refund after requesting photo of damage. It's a pain when they obviously have not bothered to collect but siteing Damage instead so you have to pay return costs when it's probably buyers remorse. so just ask for photos of the damage they almost certainly won't materialise and when they don't eBay may well find in your favour. I'm a eBay business seller Nd when people try saying damage instead of I changed my mind after contacting eBay I would say eBay found in my favour at least 90%of the time

Tried talking to eBay via an agent and it wasn't too helpful unfortunately. Have asked buyer several times for information about the defects; zero information forthcoming, and they won't confirm date of collection.

I'd actually be prepared to accept the return if I didn't have to pay the return postage, but can't see any option for that. I assume that if I press the button to accept the return within ebay, I am stuck with paying that postage. Is there any way around that?

Does anyone know what happens if I don't respond to the eBay case within 3 days to accept the return (or offer full/partial refund, which I am certainly not doing)?

after 3 days you can escalate the case however then you have to accept ebay decision it will be either be case closed and you keep money or you have to accept return
make bullet points

1. the buyer has failed to respond with photos of either the defect or damage,
2. they have not confirmed the item has been collected ( does tracking show whether it has been collected ?) if not provide evidence and repeat tracking number even though ebay already have it
3. the not providing details of damage etc is trying to get you as seller to pay for a return for a non existent defect when they have changed their mind this is an abuse of the ebay system
4. state that you are prepared to accept a return of a defective item but there is as yet no evidence that this is the case
5. you have sent the buyer several messages asking for evidence showing that you are trying to solve pronblem and engaging with ebay process but the buyer has failed to respond with either messages or photos

incidentally if an item is not collected within a specified time frame the item should be returned to you by the courier ( you won't get the cost of postage back though)
if the buyer does provide evidence of damage or defect work out if it is worth a return as if damaged it might not resell and you are out of pocket anyway so might be better to cut losses and refund
also if item was damaged in transit you need to accept return and refund and then battle it out with the courier

good luck it is in the lap of the gods but do your sums based on what it sold for no point in a pyrrhic victory

Thanks so much Cottagecheeseisnotcheese. Your logic is good - overall it's not worth the potential loss, so I'll probably accept the return, and see if it actually arrives. It's grating to have to deal with this, but I've been on ebay for many years and not suffered a time waster like this so I guess in the long run I've been lucky. I so appreciate your help!

oh okay, are you also selling on Etsy

No I’m not on there.

@rattytattynightmare I'm a business seller on eBay and when buyers misuse the return process saying it is defective when actually they have buyers remorse or found cheaper elsewhere or decided they can't really afford it or whatever; it is very annoying but I just bite my tongue accept return and then block them as buyers, obviously as a business seller I have to accept returns but the difference is if you are honest and change your mind you pay the return postage , if you lie and say defective I have to pay the return postage,
I have no problem accepting returns if I have made a genuine mistake and missed a tiny chip or defect or it got damaged in transit but have learned over years to not give the dishonest headspace
so yes just bite your tongue accept return, cough up the 3.45 or whatever it is for ebay return label then relist but go to your blocked bidders list and add their name