Question Re: Buyer refund request when item match description in Selling on eBay DND

Buyer refund request when item match description

vhat4121 — Tue, 26 Jan 2021 19:44:06 GMT

Hi. I sold some Nike trainers. Clearly listing in 2 places that one of the side might have a leak in the sole bubble. With photos. The buyer left a good feedback. But now after wear, buyer complains they are unwearable and asks for refund. I say I could give some discount as good will. but really, do I have to? And could that go through automated refund request? Then do I still pay the seller and Paypal fees? Thanks

Re: Buyer refund request when item match description

*guinevere* — Tue, 26 Jan 2021 19:52:55 GMT

You don't need to do anything unless the buyer opens a case. If they do, and they state they are faulty you'll have no choice but to accept the return and refund on return.

You can try and negotiate a partial refund but the buyer has no obligation to agree to this,

I know it's unfair but ebay will side with the buyer in this case abd will tell you to send a prepaid label if ou want the trainers back, otherwise ebay will enforce a full refund and tell the buyer to dispose of the shoes, you will lose your selling fees, and gain an account defect.

Feedbck has no bearing on the case.

Re: Buyer refund request when item match description

john1297576 — Tue, 26 Jan 2021 20:04:13 GMT

Once a case is opened, the money is frozen and only a full refund can be made.

No fees are refunded for a partial refund, and only ebay selling fee is refunded if you make a full refund THROUGH a case, paypal fees are never refunded.

All refunds must be made through a case otherwise you still pay ebay fees and you get a Defect on your selling account.

Re: Buyer refund request when item match description

vhat4121 — Tue, 26 Jan 2021 20:06:47 GMT

Thing is I clearly listed the defect. And the buyer sent me a message saying," dont worry I didn't read the description properly" And now says they're unwearable. So I don't think I'm in the wrong

Re: Buyer refund request when item match description

*guinevere* — Tue, 26 Jan 2021 20:13:54 GMT

Doesn't matter to ebay who is right and who is wrong. Ebay doesn't listen to anything you might say, cases are completely automated.
You don't have to do anything unless they open a case.

Re: Buyer refund request when item match description

vhat4121 — Tue, 26 Jan 2021 20:36:18 GMT

Thanks Guinevere. Well I offered some discount without saying how much, I see what happens. A case is always against the seller I think, that's eBay problem annoyingly. I suppose if the buyer doesn't accept the partial refund I then have to give full refund or have a case opened against me. And then have to accept full refund anyway if I understand correctly.

Re: Buyer refund request when item match description

*guinevere* — Tue, 26 Jan 2021 20:39:56 GMT

It's best to just wait and see what the buyer does. If they open a case, then you can offer a partial refund through the case. You don't get your selling fees back when it's a partial.
But I'm sure it will be OK anyway.

Re: Buyer refund request when item match description

rusticrye — Wed, 27 Jan 2021 10:43:47 GMT

So that you understand what must happen should a buyer open a NAD return request or case, and why it has to be this way, and what options are available to you outside of Ebay:

Ebay have no idea what you actually sent, or what condition it was in when sent or received or received back, as they were not present when sent or received, so have no choice but to accept a buyer's word for it when they claim Not As Described, as per their Money Back Guarantee. They cannot get into disputes between you and a buyer. Only a judge can decide if a buyer is a liar or scammer.

You agreed to comply with the MBG when you registered your account. If you dig your heels in and refuse to offer refund on return, Ebay will either force you to pay for a returns label, or they will force the refund without the need for return. You will also have a damaging defect slapped on your account for failing to comply.

This may sound unfair, but it's the fairest it can possibly be. The MBG is a very good thing (although you may not think that at present) as it gives buyers the confidence to shop with you and every other Ebay seller. Without it, you'd be lucky to sell anything at all. In fact, without it, Ebay would no longer exist.

You have to refund on receipt, and then report the buyer to Ebay for abusing the MBG by fraudulently claiming Not As Described (via the 'report' button on your ‘leave feedback’ page) if you're 100% sure that's what they've done. A few of those from different sellers, and their account will soon be toast. And add their Ebay ID to your Blocked Bidders List so they can’t darken your doorway again.

You can then deal with the buyer outside of Ebay as follows, if you're sure that they have actually scammed you:

Send them a PayPal invoice to cover your losses, giving them 7 days to send cleared payment or you will be taking legal action and reporting them to Action Fraud (the police's online fraud unit).

If payment is not received within that timeframe, send them a 'before action' letter by Signed For post, giving them 7 days from receipt to make full and cleared payment, or you will report them to Action Fraud, and take them to Small Claims court to recover your money and all court and other costs.

If payment is still not received (unlikely, as this is generally enough to put the fear of god into small-time fraudsters), take them to Small Claims court if you wish. Very easy to do, and the process can be started online.

Feeback is never taken into consideration, by the way, as it can be left in error (and often is, as a browse through the forums will show).

@vhat4121

Re: Buyer refund request when item match description

vhat4121 — Wed, 27 Jan 2021 23:26:18 GMT

Well that's thorough. Thanks for all the info.