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@tressygirl wrote:
Good Afternoon All !
An interesting point came up when I was helping an OP, if by paying with PayPal for a collection item so MBG covers a refund here, opening a case for the return for a faulty item, the buyer is happy to return the item themselves back to the seller, but the case is asking for tracking.
How can they prove that the item has indeed been received, also what happens if the seller refuses to accept that faulty item, all well within 30 days.
Will escalating the case work even though there's no proof of the return/ refusal ?
Thanks.
Hey tressygirl, thanks for your question.
We normally recommend following the usual returns procedure, as in that way (with tracking numbers) we can see what's happening in the case, and make a decision based on the evidence available to the case. If you bring the item back yourself, we wouldn't have any evidence that confirms that you brough the item back, so the case could potentially be closed in the seller's favor. The only option you would have here is that the seller sends a message through eBay messages saying that they got the item back from you. However, since this is a faulty return, the buyer can send the item back free of charge if they wish.
If the seller declines the return request, the buyer can ask us to step in for further assistance as long as the transaction is within 30 days.
Thank you,
Marco
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@bojangled wrote:
marco@ebay I would love to opt out!
It does state you can.
Thank you!
Jo
Perfect, thanks for confirming, bojangled.
I will look into this one, and I will let you know over here as soon as I find out more for you.
Thank you,
Marco
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@mysterious_cities_of_mold wrote:
I put a post on the Weekly Chat dated 15.05.24 (6 weeks ago) about missing images in Best Offer emails and the problem has still not been fixed. Below is the original message I sent -
I am surprised this is still broken as I pointed out there is only a single dot that is missing from the image URLs and should have been relatively simple to fix. Can you give me an estimated time when this will be fixed?
Hi @mysterious_cities_of_mold , thanks for your post.
This was escalated by Marco on the 15th , however there is no update as of yet, therefore no updates were shared. I don't have an estimated fix date for this, I'm afraid, however I'll make sure to reach out to the team to see if there is any new information.
Thanks for flagging this again,
Anita
This is the link on the June Update
https://www.ebay.co.uk/sellercentre/news/2024-february/regulatory-operating-fee?targetgroup=B2C
So it obviously shows this
@tressygirl wrote:
Thanks marco, but this is for a Collection item so there is no tracking and OP is saying the case is asking for a tracking number, how then do they prove the item was received.
A seller may not be bothered to send CS a message to say item received back.
Hi tressygirl, thanks for your reply.
Yes, I understand that, and even if it is a collection item, we will always ask the seller to provide any means of returns for a faulty return, and expect the buyer to send the item back after being provided with a returns label.
Again, you can bring back the item in person if you wish. However, we won't have a way to prove you did unless the seller sends a message through eBay messages to the buyer, not customer services. With tracking numbers we can always prove these things, which is why the usual returns procedure is triggered. The best and recommended way to do this is by returning it with the returns label, just in case the seller doesn't send a message through eBay messages, so you're covered.
Thank you,
Marco
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@tressygirl wrote:
Mmm, I think the item here was a large double bed and bedroom furniture, no postage on listing, collection only so a return label would not work.
Think I'll tell the OP to print off order details and have them sign it when delivered.
Personally, as it's the seller's job to collect the collection item, I think the buyer is being very helpful here.
Agreed, the buyer is being very helpful here, tressygirl. However, it is always the seller's responsibility to provide any means of returns regardless of the size/weight of the item. Just let them know that they need proof of the item being returned, and just a signature with the orders details on it might not be sufficient, as anyone could just print that any add a random signature, the best thing to do to cover themselves is by having the item returned through the courier or the seller sending a message saying the collected the item.
Thank you,
Marco
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@bojangled wrote:
This is the link on the June Update
https://www.ebay.co.uk/sellercentre/news/2024-february/regulatory-operating-fee?targetgroup=B2C
So it obviously shows this
Thanks so much for flagging this @bojangled ,
It has been fixed now and should be directing you to the right page.
Thank you,
Anita
@bojangled wrote:
marco@ebay I would love to opt out!
It does state you can.
Thank you!
Jo
Good morning, bojangled.
This has been sorted for you, and an opt out request has just been put through for you. Please note that you don't need to do anything else, and it can take up to 7 business days for this request to be actioned and completed. However, you will be opted out of the promotion within 7 business days (it could be later on today or Wednesday next week).
All good for you now, if the promotion is still active by next Wednesday, please feel free to let me know.
Thank you,
Marco
Did you find your solution? Help other members by marking your problem as solved. Simply click on "Accept as solution" for the answer that helped you.
