Buyers sending back items personalised as per message.

[wristbands_plus]

We have many customers who order personalised items.  We have had a few who receive them then open a case to return.  We prove that we printed the correct wording but they state "Oh! I spelt it wrong or "Didn't realise I needed to select personalised and then send wording so just clicked on VIP"

eBay now automatically accept the return.  We end up out of pocket and with an item we cannot sell on.

What are we doing wrong.  Tries to contact eBay but no luck as just get automated message section

[m25jet · Accepted solution]

Could you not request a phone call from eBay Customer Services so that you can actually speak to a real person about this matter (as opposed to an eBay Chatbot), then argue your case as strongly as possible so as to try and get the original decision overturned?  If you were to do this then eBay may refund you the money that was refunded to the buyer, especially if you can provide undisputable proof that the erroneous spelling is exactly as the buyer asked you to spell it.  By proving that the mistake was that of the buyer, and not something that was down to you, eBay may change their mind and reverse their original decision, in which case you would get your money back, and hopefully, any account-damaging defects and/or negative feedback relating to the transaction removed from your account.

To contact eBay use this link:  https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid.  When the next page loads up click on the blue button at the bottom of the screen to request a phone call from an eBay representative.  The lines are open from 8:00am to 10:00pm from Monday to Friday, and from 9:00am to 6:00pm on Saturday and Sunday.  However, the best option if you do decide to request a call from eBay would be to contact them first thing in the morning when the lines open, as that way you are more likely to get a call back from an eBay representative working out of Dublin, as opposed to an eBay representative working out of eBay's Philippines-based call centre, which is what you may end up with if you were to request a call later in the day. 

In the event that you have not already done so, make sure that you put that problematic buyer's User ID on your Blocked Bidders List so that he or she cannot purchase anything else from you in the future and cause you any further aggravation.

[andha-21]

@wristbands_plus 

I'm not certain, but I think I remember reading that businesses have to allow for returns and off memory one of those reasons is change of mind.

If the above is right that's why eBay are siding with the buyers.

The fact you are making bespoke products for sale means you are a business.

[4_bathrooms]

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@wristbands_plus wrote:

We have had a few who receive them then open a case to return.  We prove that we printed the correct wording but they state "Oh! I spelt it wrong or "Didn't realise I needed to select personalised and then send wording so just clicked on VIP"

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As I understand it eBay changed the returns process for personalised items so that all the remorse reasons for requesting a return were removed from the list. This means someone purchasing a personalised item can only select an "item not as described" reason for requesting a return. If a buyer abuses the returns process by selecting an INAD reason when the item was personalised in accordance with their (incorrect) instructions there isn't much you can do other than use the "Report a problem" link in the return case once you have the item back then block the buyer.

Note that for an item to be classed as personalised it must have either the text or image upload box to qualify.    

[wristbands_plus]

Thank you for the Link.

I have 29 tabs open on my computer looking for a way to contact eBay.

I will certainly contact them.  If we have done the print incorrect then we will rectify this straight away but we have a case at the moment with VIP Lanyards ordered and no messages.  But did get a message from the buyer saying they wanted names on them and NOT VIP. I stated they hadn't sent wording but they are unable to find the "Original" message they sent.  In this case it isn't so bad as we can re-sell the lanyards on easily enough but when we print with Logo's then the customer says they would be better with a phone number on then that's an issue. (We sent proof images too before printing)

So frustrating that as a seller (Business) we don't have the option - Refuse or Accept a Return

[the-nutwood-collection]

I believe that non-resaleable items like personalised products, items made to order, items tailored to the buyer's specification, are excluded from the general rights conferred by the Consumer Rights and Distance Selling regs.  Only 'not as described' items can be returned for refund.

[wyntersemporium]

Also if you have Facebook - try eBay for business as they e helped me in the past.