|
|
I opened eBay case, it's closed. Was refunded, but do i return item?
Starting May 1—get up to 2,500 FREE listings* every month with an eBay Stores subscription
eBay has reduced the upfront cost to sell for Store sellers! With eBay’s new everyday rate plans, you get from up to 150 to 2,500 FREE listings* per month—no insertion fees, auction-style or fixed price—with an eBay Stores subscription. You pay a final value fee only when you sell! Plus, the final value fees for Stores have been streamlined to just 5 competitive category-based rates as low as 4%—and never more than 9%—regardless of how you sell.
Learn more about everything eBay Stores have to offer, then use the Fee Illustrator to find the best Store option for you! Watch this tutorial to learn how.
*Pay no insertion fees for your allotted free listings per calendar month. Optional fees, including advanced listing upgrades and supplemental service fees, still apply. Pay final value fees only when you sell. Motors Vehicles, Real Estate, Heavy Equipment, Concession Trailers & Carts, Imaging & Aesthetics Equipment and Commercial Printing Presses are excluded. 12 free pictures does not apply to Motors Vehicles listings. Terms are subject to change. Learn more.
|
|
I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 11, 2012 10:11 AM
|
Hey yall. I got a different kind of problem here...
Long story short:
I received an item SNAD (had actual evidence of such). Before opening a case, I tried reasoning with the seller via eBay messages---he did not comply.
I opened a case against him and tried to work it out with him there (I did not escalate it to eBay just yet):
I send him one last response requesting him to pay return shipping and refund me (July 9, 2012 at 10:27 AM). He does not respond as promptly. So, on July 10, 2012 at 11:10 PM the seller responds stating something like "buyer is king" and asks how much the return is. LESS THAN THE 24hrs THAT A RESPONSE IS EXPECTED (July 11, 2012 at 8:59 AM) the case goes like this:"The seller has issued a full refund of $XXX to your PayPal account and the case is closed." And the details state: "A full refund of $XXX was issued on Jul 11, 2012. The refund includes the purchase price plus original shipping and was issued to the same payment method you used to pay for the item. Please log in to PayPal and view the History page if you don't see it in your PayPal balance."
I did not get a chance to respond to him (I was busy with a real life outside of eBay...GASP)!!! The money is already back in my PayPal account and is marked as "completed". I never agreed to anything just yet and I did not have a chance to respond to the seller (unless eBay made him refund me or eBay did the refunding). There are no other details that say the item must be returned though, right? Do I have to return the item now that the case is closed and I am refunded? What's weird is I thought that a case would be opened fer atleast 30 days and both sides had to come to an agreement.
Advice? Thanks!
Yall can't have muh flag.
|
|
|
|
(24 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 14, 2012 10:49 AM
|
kattinsanity wrote:
"Guess it depends on which page of their policy you read". It isn't in the policies. It's on the shipping details of every auction you list. On your listing click on "shipping details". On that page it states return policy: "Buyer has 14 days to return item (buyer pays shipping fees) Item will be refunded".
I'm kind of confuesed on your return policy:
The buyer has 14 days to return the item (the buyer pays shipping fees). The item will be refunded.
What does "the item will be refunded" mean? Are you trying to tell the buyers they will only get back their item cost and not the original shipping?
|
|
|
|
(25 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 05:01 AM
|
When a buyer sees that a "changed mind" gives you the right to keep their original shipping (you think so?) all they have to do is file a SNAD. Ebay will give them their original shipping back as well as make you accept the return NO MATTER what your return policy is.
I actually don't see WHY ebay allows sellers to waste space with long drawn out TOS when ebay can rule against every single one of the terms just by using the ebay policies you agreed to when you list any and all auctions. (Pay in 24 hours? Ebay gives the buyer 8 days~~No returns? Ebay allows a buyer to return for any reason they want to~~14 day return policy? Ebay allows the buyer to return anytime within FORTY FIVE DAYS~~Don't refund original shipping if returned for buyer remorse? A SNAD gets the original shipping back to the buyer since you have to accept returns NO MATTER THE REASON FOR RETURN)
What good is a TOS? Ebay over rules it anyway.
|
|
|
|
(26 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 06:23 AM
|
kattinsanity wrote:
When a buyer sees that a "changed mind" gives you the right to keep their original shipping (you think so?) all they have to do is file a SNAD. Ebay will give them their original shipping back as well as make you accept the return NO MATTER what your return policy is.
I think you are assuming all buyers are dishonest and will make some excuse something is wrong with the item if they change their mind - you shouldn't assume this because there are buyers that if they decide to return because of buyer's remorse, they will be more than willing to pay the shipping costs to get back most of their payment.
If a buyer contacts seller and says they want to return because of change mind and then find out they don't get their original shipping back... and file a SNAD to try to get their orig shipping back, that will not work. SNAD is NOT intended for changed mind - it even says so when you click on the buyer protection link and read the policy. The only reason buyers can use it now is if a seller offers a return policy but then tells they buyer they can't return it for changed mind. Then the buyer files a SNAD, says it's changed mind and the seller has said they accept refurn. eBay will look at the sellers return policy and if they STATE it in their return the buyer pays original shipping, ebay will honor that.
You have to remember that on things where eBay has given the seller a choice, they look at that in their policy.
Per eBay policy on returns:
Do I need to refund the original shipping charges?
As a seller, you may decide to refund them or not, at your discretion. However, if the item is being returned because it is not as described, you must refund the original shipping charges that were paid by your buyer.
Now on the other hand, those sellers that are saying in their policy "returns only for SNAD" will be held to taking returns for changed mind because you can't say something in your policy that is against eBay policy. If you take returns and get the 20% discount, you take them for any reason. And I bet they would have to reimburse the whole payment because they didn't outline in their policy that they do not refund orig shipping. That needs to be clear to a buyer when they buy in the first place.
Just a note here. I had a changed mind the end of June on an octopus and squid. The buyer paid the return shipping and I refunded them their payment minus orig shipping. They didn't like it much but they appologized to me for their mistake and said they would make sure they read the descriptions better from then on. So my one encounter with this ended up as it was intended to work.
|
|
|
|
(27 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 07:01 AM
|
I actually called eBay Customer Support and this is what I was told about my Closed Case: As the buyer, I am under no obligation to do anything further (i.e. return the item).
The CS person went on to tell me that I could still "work things out with the seller" about the cost of the return, but as far as eBay was concerned, I was under no further obligation and the Seller was under no further obligation.
I also asked about the message that CS sent (a week or so after the case was closed) where the last sentence read:
"As per eBay policy we do ask that buyers pay return shipping in these cases. We thank you for your cooperation".
The seller had apparently contacted CS regarding the closed case and somehow this message was sent on behalf of the seller.
I was confused because of the wording in this last sentence, but since the seller repeated this in a message to me the very next day I thought they were the ones who worded it like this - not an actual CS person.
SELLERS: Maybe one of you can clarify this for me:
If one of you has ever had CS send a message after the case was closed, do you know if it is YOUR wording that is in the message?
|
|
|
|
(28 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 07:53 AM
|
sandyshore~~Post #24. That is NOT my return policy. That is the ebay automatic return policy posted on my "shipping details" page of every single auction I have listed. Check your auctions "shipping details" page. I'm sure yours says the same as mine since I didn't enter it anywhere in my auctions.
|
|
|
|
(29 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 08:07 AM
|
bluecar~~It is ebays policy for the BUYER to pay return shipping. I don't know what you mean about the message containing your wording??
I think your poor seller jumped the gun in giving you a refund/ebays fault. In the dispute the seller gets a message that if they refund IMMEDIATELY they won't receive a strike on their record. What ebay ACTUALLY means is refund immediately AFTER RECEIVING THE RETURN~~NOT IMMEDIATELY NOW THIS MINUITE. Many sellers are so afraid of a strike they read it wrong and refund the buyers $$ and then some "asleep at the wheel" ebay cs rep tells the buyer they don't have to return it since they already received their refund. Ebay really needs to reword their strike THREAT against sellers to "refund IMMEDIATELY AFTER RECEIVING THE RETURN".
As in your last message from ebay, it is the BUYERS responsibility to pay return shipping as per ebay policy. Since it wasn't good enough to keep and you wanted to return and get a refund, RETURN IT ON YOUR DIME AS PER EBAY POLICY. You already got your refund so do as ebay requires you to~~RETURN IT and quit looking for excuses to HAVE YOUR $$ AND THE ITEM BOTH. The item wasn't good enough before so it shouldn't be good enough now just because you feel it was FREE.
|
|
|
|
(30 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 08:55 AM
|
kattinsanity wrote:
sandyshore~~Post #24. That is NOT my return policy. That is the ebay automatic return policy posted on my "shipping details" page of every single auction I have listed. Check your auctions "shipping details" page. I'm sure yours says the same as mine since I didn't enter it anywhere in my auctions.
I looked at your silverplate lamp. eBay doesn't put anything in the "return details" field, that is entered in by the seller.
|
|
|
|
(31 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 09:34 AM
|
As in your last message from ebay, it is the BUYERS responsibility to pay return shipping as per ebay policy.
That is still not true. Until the new return policy changes kick in, eBay only gets involved in return shipping fees if the buyer wins a Buyer Protection claim.
And it appears that eBay is poised to [finally] make it clear that sellers are indeed responsible for return shipping for SNAD items. Sellers planning to use the automated returns process are already being told this.
|
|
|
|
(32 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 09:38 AM
|
mermaid~~On the lamp auction beside $6.25 expedited shipping click on "see all details". The shipping details, return details, etc. are all there. It states the buyer is responsible for shipping and that "the item will be refunded".
|
|
|
|
(33 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 09:42 AM
|
To be exact~~"14 day return policy as money back buyer pays return shipping. Buyer is responsible for shipping. Item will be refunded."
|
|
|
|
(34 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 09:48 AM
|
I had 5 recent SNAD claims as a buyer.
I won all, eBay paid the mailing back of 2.
I was refunded in full..
The others are still here.
Almost daily I dine at
Jack in the Box
Once a week at the
China Buffet
Once a week at
Hometown Buffet
A George Jones song
"What my woman can't do can't be done"
"I am watching you"
|
|
|
|
(35 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 09:52 AM
|
gporpc wrote:
I had 5 recent SNAD claims as a buyer.
I won all, eBay paid the mailing back of 2.
I was refunded in full..
The others are still here.
The 5 are under this id....
Seller is now NARU'd
I'm not a gynecologist, but I'll take a look.
"I always won in High School debate class" And you are on my RADAR
|
|
|
|
(36 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 10:06 AM
|
To be exact~~"14 day return policy as money back buyer pays return shipping. Buyer is responsible for shipping. Item will be refunded."
Again, eBay didn't put that in your listings. You must have entered those return policy details at one point; and eBay defaults to them when ever you list.
|
|
|
|
(37 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 10:51 AM
|
kattinsanity: This quote was taken directly from the CS section titled "Who pays return shipping of an item":
In most cases, the buyer pays shipping when returning an item to a seller. There are few exceptions. Sellers pay return shipping if an item doesn't match the listing description. Buyers usually pay return shipping if they change their mind about wanting an item and it's covered by the seller's return policy.
As I said before, my Case was a SNAD so the seller should pay the return shipping according to the above statement about the return policy for a SNAD.
The CS person also verified this and I do not think this person was "asleep at the wheel".
If the seller "jumped the gun" by going ahead with the refund, then that is NOT a buyer's fault!
I do not think of them as a "poor seller".
They were very rude initially and did not want to try and work things out.
About the message from CS a week later: The seller was apparently quoting the policy in regards to returning an item that was not a SNAD. It was not automatically generated by CS, but by the seller with their wording and then sent by CS on behalf of the seller. That's what I meant by "your" wording - meaning that what you (as a seller) wanted to put in the message or how you wanted the message to read.
I just wanted to find out if a Seller had done this before and if so, if they knew if the message sent was their exact words and/or quotes.
|
|
|
|
(38 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 15, 2012 11:26 AM
|
I think the confusion on all this is that the new "Opt In" automated return option views SNAD as a RETURN. The old is way is that SNAD is viewed as a DISPUTE.
Anything new you read that also mentions the new Opt In return states seller pays the return shipping. But then you go to the old policies on SNAD and it says the buyer pays the return shipping.
It is very confusing. It seems to me that eBay is aiming for the sellers that take returns to pay the return shipping, and the sellers that say no returns not having to pay the return shipping. Maybe that's the trade off for getting the 20% discount for saying you accept returns. And maybe every seller that is taking returns will automatically be opted in to the new automated return policy. I really don't know! LOL!
I'm sure is will become clearer in a couple months, but until then there will be fighing amongst people on who is right about what the SNAD policy is!
|
|
|
|
(39 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 04:06 AM
|
couldabeenworse~~I have NEVER had a return policy on any of my auctions. I changed from 7 to 14 day return policy when ebay changed the rules for TRS to receive discounts but then opted out of the discount program as I can't always promise next day shipping. I left the 14 days there . The only thing I have ever added to my listings is the smoking disclaimer~~never any rules for returns.
|
|
|
|
(40 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 04:15 AM
|
Also, if this came from the drop down menu of return policies on each auction, I don't believe they give you the option to make the buyer pay shipping BOTH ways and ONLY refund the item price. The "statement" is in each and every one of my auctions and I didn't ever have a policy like that. I've never had a return policy listed in my auctions as I feel it's a waste of time~~ebay will make you accept returns, pay original shipping back to the buyer if a dispute is opened anyway. In over 12 years I have had ONE rerurn and that came back to me broken. I didn't have to refund the buyer a dime out of my pocket.
My return policy in actuality is if it gets broken or doesn't work, buyer tosses it in the trash and gets a refund of original purchase price PLUS original shipping. My ONE rewturn was a buyer remorse and when I got it back broken I filed a "abuse/misuse of buyer protection" against the buyer and I won~~it was an over $100.00 item.
|
|
|
|
(41 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 05:25 AM
|
kattinsanity wrote:
I have NEVER had a return policy on any of my auctions. I changed from 7 to 14 day return policy when ebay changed the rules for TRS to receive discounts but then opted out of the discount program as I can't always promise next day shipping. I left the 14 days there . The only thing I have ever added to my listings is the smoking disclaimer~~never any rules for returns.
Well, darn those computer gremlins! They are in your computer changing your return policy details! 
Nothing, I repeat, NOTHING, is entered in the return details by eBay. The only time something is in that field is if the SELLER typed it in. You just forgot you typed it in at one time.
Customer announcement for Returns, look at all the questions on return shipping and original shiping refunds:
http://pages.ebay.com/sellerinformation/news/returns.html?sspagename=returns
February Community Board posts as there are answers from eBay about the return policy that rolled out this month saying the same thing the announcement does.
Type in "return shipping" under the Customer Support tab and look at the question "Who pays for return shipping".
http://ocs.ebay.com/ws/eBayISAPI.dll?CustomerSupport
HOWEVER, if a buyer views this as a dispute rather than a return, they find this under the buyer protection policy governing when they file a dispute. http://pages.ebay.com/help/policies/buyer-protection.html
We can fight all we want on the board but the fact is that it's confusing to both buyers and sellers to get different information on who pays shiping costs, and that you have to be careful on how you word it... is it a dispute or return? Looking at dispute policy documentation, the buyer pays return shipping. Looking at return documentation, the seller pays return shipping.
Those sellers that pay return shipping on a SNAD it will be BAU as they have been doing what eBay feels is appropriate to do all along. But I'm thinking those that don't refund return shipping when they describe items wrong, and they have stated they take returns, will be in for a big shock shortly.
|
|
|
|
(42 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 07:00 AM
|
Maybe this was something from options for returns back in 2000 when I first started selling~~I don't know. All I know is it's there and I don't feel like changing it. If it were something outdated I think ebay would make me change it. They made me change the wording in my smoking disclaimer from "If smoke odor may offend you please do not bid". They said I can't say anything that may make a person not bid on my auction. If the return policy that is there is "outdated" I think they would make me change that as well.
|
|
|
|
(43 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 07:53 AM
|
Sandyshores: Thank you for posting all the links to the policies. You summed it up when you said " Looking at dispute policy documentation, the buyer pays return shipping. Looking at return documentation, the seller pays return shipping."
I can tell from your posts that you are one of the few sellers on here who are really concerned about buyer satisfaction and do not view a buyer as a "scammer" when they receive an item that is incorrectly described.
Before I ever filed my Case, I tried my best to work with the seller and sent a couple of messages - The first one was about the problem with the item not being correctly described. The second was regarding the return of the item.
|
|
|
|
(44 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 08:05 AM
|
kattinsanity: You were berating me about returning this item at my expense by saying "RETURN IT ON YOUR DIME AS PER EBAY POLICY" and that I should "RETURN IT and quit looking for excuses".
I had to laugh because it appears you don't even know YOUR OWN RETURN POLICY and HOW or WHEN IT GOT THERE! LOL
|
|
|
|
(45 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 08:56 AM
|
kattinsanity wrote:
Maybe this was something from options for returns back in 2000 when I first started selling~~I don't know. All I know is it's there and I don't feel like changing it. If it were something outdated I think ebay would make me change it. They made me change the wording in my smoking disclaimer from "If smoke odor may offend you please do not bid". They said I can't say anything that may make a person not bid on my auction. If the return policy that is there is "outdated" I think they would make me change that as well.
The only reason eBay made you change the smoking disclaimer is because someone turned you in. eBay doesn't police their own site for those types of things. Half of the eBay listings would be taken down if eBay policed their own site.
The only thing I have seen them police is duplicate listings, They will take those down without anyone reporting them.
You are a good seller, having almost 5000 feedbacks with the excellent DSRs you have, and only one return in 12 years is amazing! Since you refund return shipping on a SNAD anyway, it will be BAU for you no matter how eBay changes this return policy thing. Just keep doing what you're doing as it seems to work!
|
|
|
|
(46 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 11:35 AM
|
It wasn't that someone turned me in. I went to list something one day and I got everything all ready and clicked the continue button and a big message came up~~like when you list something beer or liquor related and it tells you that you can't ship alcohol through the mail. It told me I could not have anything in my listing that might lead a buyer to not bid on my auction. I tried a few changes and still the same message came up UNTIL I removed the "If you may be offended with the possibility of smoke odor please do not bid". Once I took that out I could finish the listing. If I were to try putting that in my listings today I'm sure I would still get the same message.
|
|
|
|
(47 of 91)
Re: I opened eBay case, it's closed. Was refunded, but do i return item?
Jul 16, 2012 11:44 AM
|
bluecar~~I know my return policy very well. I can't remember when the wording got there but the policy that's in place works for me so why should I change it??
As for you, you owe the item back to the seller. SINCE ebay policy says returns are on the buyers dime AND you agreed to that when you placed a bid, REURN IT. The seller MAY be nice enough to refund your shipping but he is NOT required to do so. YOU ARE REQUIRED to return the item whether you get refunded the shipping or not.
I hope your seller files an abuse/misuse of buyer protection against you.
The way you dig for excuses to NOT RETURN the item and to KEEP THE REFUND you are now on my BBL. Some posters say the policy IS GOING TO CHANGE but it hasn't yet so you have to abide by the CURRENT POLICY which is you return at YOUR EXPENSE.
|
|
|
Original Post
)
)
)
)
)