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Advice needed – refunded buyer but item not returned
Summary: jackyslittlefinds is seeking advice on handling an eBay transaction where a buyer was unhappy with a bundle of nail wraps. Although jackyslittlefinds issued a full refund and requested the return of the items, they have not yet received them back and have not had any response from the buyer. They are seeking guidance on what to do next and how to properly handle similar situations in the future.
Hi everyone,
I’m relatively new to selling on eBay and I’m hoping someone can give me a little advice.
A buyer was unhappy with a bundle of nail wraps they purchased from me. Although I believed the items sent matched my listing and photographs, I wanted to deal with the situation fairly and professionally, so I apologised and issued the buyer a full refund.
At the time, I didn’t submit an official return request/form through eBay I just gave full refund and asked the buyer to send back the nail wraps. The buyer told me they would return the items, and I trusted that they would do so.
Unfortunately, I still haven’t received the items back. I’ve since sent a few polite message asking whether they have been returned, but I haven’t received a response.
I have kept all of our messages and the photographs from my original listing. I appreciate that, being relatively new to selling, I may not have followed the correct returns procedure by refunding before arranging the return through eBay.
Could anyone please advise whether there is anything I can do now, or whether I need to contact eBay directly for help? I’d also be grateful for advice on the correct way to handle a situation like this in the future.
Thank you very much for any help or guidance.
Jacky
JackysLittleFinds ⭐
tressygirl
Mentor3 weeks agoHi Jacky, as you have noted you did not follow the correct procedure for issuing a refund, and in trying to do the right thing, refunding quickly, you relied on a promise from the buyer , which of course can be broken, and has been.
It's a learning curve, as you cannot now enforce the buyer to send the item back to you, even if you send for the cost of the return.
For future, this would be the correct steps to take:
Ask the buyer to open a case for item not as described, to select the nearest reason in the options given.
You the seller need to either refund through the case details, in 3 days, or issue a pre paid return label for the return of the item. Once the item is received, you have 48 hours to refund the buyer.
@jackyslittlefinds