Advice for a return request

[crofty2267]

Yesterday I had a return request for a pair of trousers sold on the 18 August, posted 19 August and received by buyer 21 August.  They claim they are not as described and have sent a photo of the inner label which is almost identical to my photo of the label - and no further explanation.  I described them exactly as on the label in my listing so not sure what they are showing.  I think it is buyers remorse and have sent them a message asking what exactly the problem is but have had no response.

Returns are supposed to be within 30 days and this is outside of the 30 day limit, but ebay have allowed them to open a return case.  Can someone advise on where I stand, to be honest it is a relatively small amount of money and part of me thinks I should just refund and be done with it, but on principle, it doesn't seem right.

[papso22]

While ebay allows cases after 30 days, the buyer can't escalate it and you should have the option to reject it.

[tressygirl]

They can open a case but as you rightly state,  they are way out to claim any refund under eBay's 30 day MBG.

They will not be able to escalate,  and with no activity,  it will just time out and close.

You can send the buyer a polite message to explain that you are sorry but ......   they are too late to claim.

Personally,  I would block them from returning,  some peeps have some odd retaliation moods,  you don't wish them to return buy,  and leave negative feedbacks.

Add their ID here:

https://www.ebay.co.uk/bmgt/BuyerBlock?

@crofty2267 

[style_wise]

Yes, you are correct: the Buyer is outside of their 30-day MBG so any action you take is as a courtesy.

If this were me, I would message back once - exactly as you did - but with the addition of asking them to open a Return Case. Yes you know they are too late, but it is better for the Buyer to hear it from eBay rather than you. I would then block them and stop messaging outside of a Case. I would not refund without a return because Buyers like this are often on the wrong side of eBay for too many false returns, and often they don't want to open a Case because of this. Instead when eBay tells them they are too late, they will drop it.

Although Feedback Extortion is against eBay policy it is an issue here. Did the Buyer already leave their own Feedback (not automated), or is it still outstanding? If so, I would block and stop messaging. If not, you can ask if it is worth the cost of a refund/partial refund to try to avoid it. Personally I don't think the odd Negative is a big deal, especially when people sound unhinged (like your only Negative now) or when you can leave a reasonable-sounding Reply.

[crofty2267]

Thanks papso22 and tressygirl, I hadn't noticed the "reject the return" button, so maybe I will do that - they are already blocked, so ok there.  The only thing I am a bit concerned with is that they do a chargeback, but there is no way of knowing this until it happens.  Is there any protection from ebay if they do a chargeback?

[crofty2267]

Thanks style_wise, so I can message them to open a return case and ebay then wouldn't allow it?  Like you say this would be the best option if they hear from ebay that it isn't allowed after 30 days.

[*vyolla*]

Haven't they already opened a return case? If you haven't yet declined it just add message that because they've had the trousers for over 30 days and the photo of the label is the exact same as the photo on the listing, you're unable to accept a return, then decline it. 

The can't open another with eBay but yes, they could issue a chargeback. They're unlikely to if it's a small amount though.

[crofty2267]

Hi vyolla I've just been thinking about it and come back to the thread as I realised the same as you have just said - the return request was already opened - duh, I'm not with it yet!!😑

Yes, I'll leave it another day to see if they reply and then if not I will reject it tomorrow.

Thanks everyone for your replies.

[kyanyama]

The other posters have given great advice already.

"Can someone advise on where I stand, to be honest it is a relatively small amount of money and part of me thinks I should just refund and be done with it, but on principle, it doesn't seem right."

No it isn't right and just because it isn't a lot of money refunding would condone their bad behaviour and make it difficult for all other sellers who have to deal with them afterwards.

Could be they have had the use of them for the summer?  My sis-in-law used to work for JL.  She said it was astonishing how many people purchased items, used them for a function or wore them until just before the time they were permitted to return them.  Of course the clothes were no longer new despite having the original labels attached.

Let eBay deal with the buyer.  Only they know how many INAD cases the buyer opens.  You've blocked them now.  I doubt they will do a chargeback but just keep a paper record of the sales transaction and the case as it might not be easy to find them in the future.  Keep them for min 12 months.