Help with return case

[cowlerya]

Long term seller but looking for a little advice, sold a car gearbox which the buyer now wants to return because it doesn't fit his car (despite me double checking with him before dispatch that he knew what he was buying and what car it was for - basically lied to me, but anyway, that's a different story...)

obviously being a heavy part it was sent via pallet, the return options were to send them a return label (not possible, I book via a 3rd party and whichever courier company they sub contract it to sends the labels with the collecting driver) or something like "make other arrangements for return" I forget the exact wording but I selected that and contacted the buyer via ebay asking them to re secure the gearbox to the pallet and to let me know collection address and a suitable date for collection to which I have received radio silence, my worry is that they are going to time the case out for a refund and free gearbox, current returns case status is that buyer has until the 30th to upload tracking details, so it appears the ball is currently in their court as far as the case is concerned, my question is basically have I done enough to cover myself in this situation? I will of course re send the same message re collection details well before the 30th to chase them up but I am not confident in receiving a reply

[myriad*seller]

You have four days to issue some way to return the item or the buyer will be refunded without returning the item

Do NOT wait until the 30th as they will have been refunded by then

The buyer can escalate the case for a refund FOUR days after they opened it if you have not collected or sent a return label 

The buyer does not enter the tracking, the seller does, and you have four days not until the 30th! 

[4_bathrooms]

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@cowlerya wrote:

my question is basically have I done enough to cover myself in this situation? 

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I don't think so. eBay still expect you to send a "return label" to the buyer.

You don't need an actual return label from the pallet network - you can simply upload a PDF created in a word processer showing your return address. The crucial thing is the tracking number - all the big pallet networks have some form of online tracking. You need to select "Other" as the carrier, the pallet network's name (Pallex, Pallet Track, TPN, Palletforce etc.) and the tracking number. It is also worth sending a link to the pallet network's tracking page via the case as eBay can (apparently) only integrate with Palletways - this will allow eBay to confirm you have online return tracking if they are asked to step in by the buyer.

What reason did the buyer select for wanting to return the item? If eBay are asking you to supply a return label it means the buyer chose an "item not as described" reason. 

[cowlerya]

That's what I've been left with after selecting the option I did, no option of sending label now

[myriad*seller]

It **appears** they have opened a change of mind for "does not fit" which means the buyer has to pay to return the item! 

This is usually used for clothes that the buyer buys thinking they are thinner than they really are, but it seems it has been applied to the gearbox too 

Sit tight, and await the buyers further actions - the buyer will have been given the address to send the item back to from your seller details 

(just bear in mind the buyer can open different cases in future that will require you to refund)

[4_bathrooms]

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@myriad*seller wrote:

It **appears** they have opened a change of mind for "does not fit" which means the buyer has to pay to return the item! 

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I think "Doesn't fit my vehicle" in the "vehicle parts & accessories" category is treated as an INAD rather than a remorse reason. However, I don't know whether that depends upon the item meeting the "Assured Fit" programme's requirements or not. If it was being treated as a remorse return the OP would never have been asked to provide a return label as they didn't offer free returns on the item.

It is weird though. That screenshot looks like what you would see if it was a remorse return; i.e. when it is the buyer's responsibility to arrange return shipping.

[cowlerya]

the other screenshot I have is this one from the online help bot which would seem to back up that the ball is in the buyers court

and yes you are right, the initial issue was my mistake and has come about from me having too many vehicles selected on the compatibility tool, which is why I questioned the seller before sending as they had inputted their vehicle details which comes up as a normal 1.0 fiesta whereas the gearbox has come from a 1.5 st model, but they assured me they had checked and were adamant that they wanted this one so what can you do? 

[myriad*seller]

Did you contact the buyer via the case?

It might be important 

[cowlerya]

there was no option to contact buyer via case, have had to do it via messages otherwise yes, I would have gone via the case

[4_bathrooms]

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@cowlerya wrote:

the other screenshot I have is this one from the online help bot which would seem to back up that the ball is in the buyers court

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I wouldn't trust anything that bot spouted any more than I would trust anything an eBay customer service rep spouted.

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@cowlerya wrote:

and yes you are right, the initial issue was my mistake and has come about from me having too many vehicles selected on the compatibility tool, which is why I questioned the seller before sending as they had inputted their vehicle details which comes up as a normal 1.0 fiesta whereas the gearbox has come from a 1.5 st model, but they assured me they had checked and were adamant that they wanted this one so what can you do? 

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According to eBay's "Assured Fit" programme "Doesn't fit my vehicle" has some protections for sellers even though it is treated as an INAD reason for returning. If the item weighs 20kg or less eBay sends a (free) return label; if the item weighs more than 20kg the seller is responsible for "providing a way for the buyer to return the item." There is no elaboration on that last point.