Question Unfair decision in Member To Member Support DO NOT DELETE

Unfair decision

loves2shophazel — Thu, 19 Nov 2020 15:55:55 GMT

Hi, I have been a seller on eBay since 2011 with 100% feedback. I recently sold an item which was not as described. I agreed to a return and told her that I do not have a printer and cannout send a label for shipping when I have no idea of the cost.

I gave her my address to return the item, upon receipt of which I would refund her in full. The shipping she incurred I agreed to pay after she gave me the amount, tracking details, etc and I told her I would send this amount via paypal.

She obviously misunderstood and escalated the case. She left me negative feedback also.

Now I find that eBay has refunded her BUT SHE STILL HAS THE ITEM. This is THEFT. I have appealed the case, but have no confidence in the outcome. eBay is not on the buyer's siude. I have told them to ready our correspondence, where I have been more than gracious. She has acted in a nasty and vindictive manner.

Re: Unfair decision

pixiesen2012 — Thu, 19 Nov 2020 16:19:04 GMT

I'm confused,

what has you not having a printer got to do with anything?

the buyer should have opened a not as described case,

you then should have agreed the return and issued a prepaid label through ebay for the buyer to print off and stick to the parcel

then once the package was returned you should have refunded the buyer,

because you didn't agree the return and issue a prepaid label ebay made the refund and allowed the buyer to keep the item

Re: Unfair decision

john1297576 — Thu, 19 Nov 2020 16:24:32 GMT

You didn't need a printer to send a label, it is the buyer who has to print it out.

By not dealing with this, you would have had the option for ebay to send the label, the buyer just has to escalate to ebay. Ebay then either provides the label at your expense or asume that you do not want item returned and refund.

Now you will have to send the buyer the postage to return although there is no way to force them to.

You will not get the selling fee refunded.

Re: Unfair decision

loves2shophazel — Thu, 19 Nov 2020 16:28:40 GMT

Again, I have never used a label have never needed to as buyers are
generally understanding. I never refused to pay for postage

Re: Unfair decision

arkwebus — Thu, 19 Nov 2020 17:05:47 GMT

I'm not sure that you fully understand the system. The buyer was quite right to act as she did.

If something is wrong then the buyer must open a case for not as described. You accept the case and a label is sent [through eBay] to the buyer. It is sent through the case and the buyer prints it out [it covers up to 2kg and you do not have to worry as eBay charges you for it]. The buyer packs the item and sends it off using the label which has tracking so eBay can see when it gets back to you and you refund [again through the case]. Providing that you issue the label promptly and refund promptly you get your selling fee back and it does not affect your account. If you do not issue the label then - as you have found - eBay takes over the case, refunds, does not refund your fee and gives you an account defect I'm afraid.

If however you deal with it outside eBay's system then you do not get your fee refund and you get an account defect. Too many defects and your account will be restricted.

@loves2shophazel