Potential annoying & damaging eBayer

[Elisek]

A buyer has opened a return request because they have changed their mind and, quote 'no longer need the product.' - ONE DAY after they received it, they suddenly no longer need it... (then why buy it????)

I'm registered as a private seller (right now) so I know I can decline the return on these grounds. At the moment, I'm willing to accept the return to keep the buyer happy but, of course, the address that eBay give the buyer is not the address where I want the item returned.

I have twice sent a private email to the buyer, providing them with the alternative address - my real address - but haven't received a response. The case has been open for nearly 4 days now. And the funds are being held as 'pending' by PayPal which is really annoying.

I have asked that they respond within 24 hours or I will decline the return as I am under no obligation to accept just because they've changed their mind. Again, I'm not a business seller.

I just don't want this to be one of those buyers that wants to cause a fuss. If I decline the return, could they open another case saying the item was faulty? Will eBay see that that's bulls**t? Do you reckon they'd leave negative feedback?

I really don't want to swallow the cost of this one. If I'm going to refund, I want the item back.

Any advice?

[wired]

Originally Posted by Elisek

A buyer has opened a return request because they have changed their mind and, quote 'no longer need the product.' - ONE DAY after they received it, they suddenly no longer need it... (then why buy it????)

I'm registered as a private seller (right now) so I know I can decline the return on these grounds. At the moment, I'm willing to accept the return to keep the buyer happy but, of course, the address that eBay give the buyer is not the address where I want the item returned.

I have twice sent a private email to the buyer, providing them with the alternative address - my real address - but haven't received a response. The case has been open for nearly 4 days now. And the funds are being held as 'pending' by PayPal which is really annoying.

I have asked that they respond within 24 hours or I will decline the return as I am under no obligation to accept just because they've changed their mind. Again, I'm not a business seller.

I just don't want this to be one of those buyers that wants to cause a fuss. If I decline the return, could they open another case saying the item was faulty? Will eBay see that that's bulls**t? Do you reckon they'd leave negative feedback?

I really don't want to swallow the cost of this one. If I'm going to refund, I want the item back.

Any advice?

This type of scenario is unfortunately common place.

If you decline the return, ebay may award in their favour and they get to keep the item.

Not having the correct return address on file, was your own fault and it might be one you have to chalk up to experience (we all have at some point I would imagine)

Sounds like the buyer maybe knows its a stealth account, and/or now you have dropped multiple emails avbout the correct shipping address, he/she think they might get away with keeping this one and getting a refund.

You could try eBay CS and ask them change the address for the returns?

How far away from you are they? could be worth a visit if its big value.

[muzzie]

Two options:

1) try to open a dispute, and there is a small possibility that you will win it. No defect, or a defect, if you lose the case.
2) try to talk the buyer into closing the case with a reason "return no longer required", and send him money back, and forget about the item. No defect.
3) refund, give him correct return address, and hope he will send it back. Defect.

Choice is yours. I always try to use the second options. Having no defects is usually worth more than some money lost.

[Elisek]

Thanks.

I may have to, as I say, swallow the cost of this one. It's a fairly new account that hasn't reached business status yet and I don't really want to risk defects/negative feedback/disputes etc...

The address on file is legit but it's a virtual mailbox and doesn't accept packages. Can't change to my real address on eBay as it's banned and I'd be toast.

Not a huge value, I can certainly cover it. I've done it before but I hate doing it because I could easily sell the item on if the buyer would just pay attention to the messages I sent them privately and return to the address I gave them.

I have a feeling I'm soon going to be choosing the option: 'Refund. The buyer keeps the item.'

Bugger.

[wired]

Originally Posted by Elisek

Thanks.

I may have to, as I say, swallow the cost of this one. It's a fairly new account that hasn't reached business status yet and I don't really want to risk defects/negative feedback/disputes etc...

The address on file is legit but it's a virtual mailbox and doesn't accept packages. Can't change to my real address on eBay as it's banned and I'd be toast.

Not a huge value, I can certainly cover it. I've done it before but I hate doing it because I could easily sell the item on if the buyer would just pay attention to the messages I sent them privately and return to the address I gave them.

I have a feeling I'm soon going to be choosing the option: 'Refund. The buyer keeps the item.'

Bugger.

I wouldn't do anything until the buyer provides tracking information to be honest.

Request their phone number and give them a call, always wakes people up a little

[GreenBean]

Phone call time stat....

Go for the jugular, oops, personal touch.... Stop frigging around and get control back of the sale.

Buyer wants favour? Let them earn it, not endanger your account.

Besides..... If the phone number is wrong, there is more ammo for you when you deal with ebay


E

[rsot]

[Elisek]

Originally Posted by wired

If you decline the return, ebay may award in their favour and they get to keep the item.

How would this happen? It says the case would be closed if I decline the return.

If they then tried to get their money back by opening another case on the grounds that the item was not as described/is faulty, surely it would be on file that they originally said they'd changed their minds?

[stuartalex]

Distance Selling Regulations allow the buyer to change their mind for any reason but they are obliged to pay the postage.
The buyer won't be aware your account is stealth so giving them another address to return the item to should not arouse suspicions.

The held funds are annoying but if the buyer does not respond the case will be closed.
It's not in your interest to block the return so providing the item gets back to you in a condition so that you can resell it then you won't be losing out.

It's an annoying wait but just sit it out as you've placed the ball in his court. After learning he has to return it and pay postage ( ask it to be Recorded) he might change his mind and decide its not worth the hassle.

If the worst comes to the worst one negative won't hurt and providing you follow procedure and eventually refund, then ebay should remove a negative if he decides to leave one.
It's probably just a genuine mistake from a thoughtless buyer but these things happen to everyone once in a while

[stuartalex]

Originally Posted by Elisek

How would this happen? It says the case would be closed if I decline the return.

If they then tried to get their money back by opening another case on the grounds that the item was not as described/is faulty, surely it would be on file that they originally said they'd changed their minds?

If the case is closed that's the end of it. They won't be able to get their money back because ebay will ensure they respond before the case is closed and if the buyer continues to ignore all emails from yourself and ebay the case will close anyway after a certain date. It should say on the dispute record how long the buyer has to respond

[wired]

Originally Posted by Elisek

How would this happen? It says the case would be closed if I decline the return.

If they then tried to get their money back by opening another case on the grounds that the item was not as described/is faulty, surely it would be on file that they originally said they'd changed their minds?

Unfortunately its ebay, things being on file matters not to the Manilla Refund Brigade.

They can also open a case with PayPal if they wish after the eBay case closes.

[Elisek]

According to the case details, the 'Refund Date' is the 25th.

Even though I've technically chosen an option by sending the buyer a message, it seems I have to choose another option (accept the refund, decline the refund etc...) otherwise eBay will proceed with a refund on the 25th regardless. So waiting it out looks like it won't work as it would end in the buyers favour.

Unless I'm reading it wrong :/

[wired]

Originally Posted by Elisek

According to the case details, the 'Refund Date' is the 25th.

Even though I've technically chosen an option by sending the buyer a message, it seems I have to choose another option (accept the refund, decline the refund etc...) otherwise eBay will proceed with a refund on the 25th regardless. So waiting it out looks like it won't work as it would end in the buyers favour.

Unless I'm reading it wrong :/

You need to ignore some of the advice given above, dangerous words from newbies.

At the end of the day, eBay will probably refund the buyer, and then they get to keep the item.

They can open a PayPal dispute later if eBay awards in your favour, so something to look out for, but at least you can put a return address into paypal ready.

Waiting it out probably wont work, however the buyer will need to of uploaded tracking information, if he has, you can check if the parcel ha actuually gone out, however if he hasnt, it may be because he is lazy, and when prompted by ebay he may give them the tracking.

It really is 50/50 on this, best case - you win, worst case, they win, keep the item and you get a defect. Defects arent a massive issue on personal accounts, its more for the Top Sellers that lose or cant gain that status.

You wont get the defect or neg removed at all unless it was awarded in your favour.

Have you given the buyer a call yet?

[Elisek]

Tried once, no answer.

This is a new eBayer. Registered 2 weeks ago. FB score of 2 (one of which was left by me).

To be honest, I'm not all that fussed if I have to refund or if it's ended in their favour. I'm more concerned with making the right moves to protect the account. It's only just a year old and I've managed to maintain 100% positive with some popular products.

Adding my real return address to PayPal or eBay will raise flags as it was banned around 5 years ago.

Maybe I should just wait until the 25th and see what action eBay take (assuming the buyer hasn't responded to me by then). If they decide in their favour, so be it.

They won't give defects unless cases are opened due to faulty/not as described, right? It was opened because they changed their mind.

[wired]

Originally Posted by Elisek

Tried once, no answer.

This is a new eBayer. Registered 2 weeks ago. FB score of 2 (one of which was left by me).

To be honest, I'm not all that fussed if I have to refund or if it's ended in their favour. I'm more concerned with making the right moves to protect the account. It's only just a year old and I've managed to maintain 100% positive with some popular products.

Adding my real return address to PayPal or eBay will raise flags as it was banned around 5 years ago.

Maybe I should just wait until the 25th and see what action eBay take (assuming the buyer hasn't responded to me by then). If they decide in their favour, so be it.

They won't give defects unless cases are opened due to faulty/not as described, right? It was opened because they changed their mind.

Sounds a bit fishy to me, sure it isnt a competitor? Could be a scammer, ive had a few using new accounts recently as well, but their paypals are linked to their main account, I found that bit out

You dont need to use your address, use a friends, or even the local shop if they dont mind.

Defect will be given if ebay decide in buyers favour - see your dashboard, i think its half way down on the defect list, but you get three of them before the crap hits.

Personally if it was me, i'd wait it out. Maybe send a few messages to the buyer on the return saying you have tried to call them but got no reply, youve had no contact with them, no item has been returned etc. Set the scene, can only add as support come ebay decision time.

Dont forget to let us know how it went, could be learning here for everything.

Good luck.

[stuartalex]

Originally Posted by Elisek

According to the case details, the 'Refund Date' is the 25th.

Even though I've technically chosen an option by sending the buyer a message, it seems I have to choose another option (accept the refund, decline the refund etc...) otherwise eBay will proceed with a refund on the 25th regardless. So waiting it out looks like it won't work as it would end in the buyers favour.

Unless I'm reading it wrong :/

You need to ignore a lot of what gets posted by Wired who seems to confuse time spent on this site with time spent using Ebay. I've been selling on ebay since 2002 so time spent on the site is irrelevant.

"Technically" choosing an option is not something that Ebay will recognise.

When I said you should wait it out I had assumed you had responded to the dispute but it looks like you haven't. Sending the buyer an email even via the messages section will not show up in the dispute which is what you need to be looking at.

Have you replied to the buyer via the dispute system or did you send him an email separately?
If you ask him to return the item he should do so.
For the record, I've never had any instance where a buyer has got a refund and got to keep the item too. But it can happen.But there's no reason for it here. Wired was right that Ebay are a law unto themselves so nothing is ever certain.
If you have doubts that the buyer will return the item you should contact ebay via their chat service.
Somewhere on the site you'll also find an option to get the members contact details - phone number etc. If you're becoming concerned do that and give him a quick ring. Note that when you get an email with his details he will get one with yours so if some of the details don't match with the details that are real I would withhold your number when you call.

However, one of the options in the dispute section should be to click on a button where you agree to the refund but the buyer returns the item.If you've done this the ball should be in the buyers court and ebay should await a tracking number from him to confirm postage. If this has not happened look at the dispute page again to ensure the RESPOND button is not active. You might have to scroll down to see it. The page is not always clear in what you need to do.
The auto refund on the 25th should be dependant on you responding and they are saying if they don't hear from you that's the date the refund will go ahead so make sure any contact with the buyer comes first via the dispute section. You can send him a separate email with your real address later if he needs it.

Edit- reread your original post and it sounds like you've sent the email with your real address already but you need to address the matter in the dispute section too.If you don't it will be considered that you've failed to respond. Even if the buyer gets sent the wrong address by ebay you've emailed him. But if the item is cheap enough I would just end the matter by issuing a refund then blocking the buyer.

[isitworththestress]

Originally Posted by Elisek

A buyer has opened a return request because they have changed their mind and, quote 'no longer need the product.' - ONE DAY after they received it, they suddenly no longer need it... (then why buy it????)

I'm registered as a private seller (right now) so I know I can decline the return on these grounds. At the moment, I'm willing to accept the return to keep the buyer happy but, of course, the address that eBay give the buyer is not the address where I want the item returned.

I have twice sent a private email to the buyer, providing them with the alternative address - my real address - but haven't received a response. The case has been open for nearly 4 days now. And the funds are being held as 'pending' by PayPal which is really annoying.

I have asked that they respond within 24 hours or I will decline the return as I am under no obligation to accept just because they've changed their mind. Again, I'm not a business seller.

I just don't want this to be one of those buyers that wants to cause a fuss. If I decline the return, could they open another case saying the item was faulty? Will eBay see that that's bulls**t? Do you reckon they'd leave negative feedback?

I really don't want to swallow the cost of this one. If I'm going to refund, I want the item back.

Any advice?

At what point did ebay give them the return address? as so far every return case I have had, I have had to add the return address to the message, as ebay do not give the address or so I am told by the buyers.

[dealagreeproceed]

Originally Posted by rsot

so random haha

[rsot]

Originally Posted by dealagreeproceed

so random haha

Demotivational

[Elisek]

Originally Posted by isitworththestress

At what point did ebay give them the return address? as so far every return case I have had, I have had to add the return address to the message, as ebay do not give the address or so I am told by the buyers.

I'm not sure if they even have. But I would assume that since everything goes in the buyers favour, they make all info available to them. I was just covering myself, asking them not to return to any address eBay may give them.

[Elisek]

UPDATE:

I have been in touch with eBay this morning and they have confirmed that I have the option to decline the return.

I expressed my concerns about the buyer later leaving negative feedback or opening another case trying to say the item is faulty/not as described.

I was told that all my messages that went unanswered would be taken into account if this were to happen. Any negative feedback would be 'looked at' in relation to all the case details. So, no definitive yes or no as to whether it would be removed, but it seemed like they got the picture. I also expressed concern that I may be dealing with an inexperienced eBayer and I just want to protect my account.

I have decided to leave the case open until Tuesday evening (23rd) and if they haven't responded by then, the case will be closed and no refund will be issued. I have said this clearly via eBay (so they can see it, if they ever need to) and in another private message.

I've now sent them 6 messages in total and I'm done.
I am playing the waiting game now.

[stuartalex]

Originally Posted by isitworththestress

At what point did ebay give them the return address? as so far every return case I have had, I have had to add the return address to the message, as ebay do not give the address or so I am told by the buyers.

Usually if you are a seller - possibly only business sellers- you have to pre fill in details for returns and once you agree to a return the address is passed to the buyer in the email they receive from ebay informing you the return has been authorised