To Decline or not Decline ... a return request

[pee_jay99]

I've read various threads here about the Return Request process.  My 'challenging' situation is with selling a brand new paint sprayer (Ie boxed and in the original factory plastic wrapper) and sold 'not accepting returns', as this makes no sense with needing to put paint in it from the off.  My buyer has said he can't get it to work, supplying photos of it (obviously) assembled, paint all over and in it, spray pipes in use, etc.  Now I'd be the first to say this is not a simple process to prepare the paint for spraying, set it up and tune it for a good spray (its a Wagner W950 btw) but the W950 does work wonderfully well and I sprayed an entire house (no, not with this unit).  I consulted a local builder to get to know how to do this.  So my buyer's asking for a return, claims it's now faulty and, as I'm sure you know - I didn't - I have to offer a partial refund and let him keep it or a full refund with postage back and end up with a used sprayer!, with obvious residue paint in, no longer can it be sold as new and worth hugely less.  I won't ask the obvious question - like how can a paint sprayer ever be returned for a full refund, why doesn't 'no returns' on ebay mean 'NO RETURNS', etc. - but am I missing something here?  I've been with ebay for over 20 years and sat with 100%, my buyer less than 1 year; does this not mean something too?  In fact, as a gesture of goodwill I offered a 30% refund 2 days ago (and what honestly is the point in me getting this back) which has just been declined.  So how do I have to pay the price of someone else's incompetence? Now I'm stuck with needing to offer the full refund by the end of the day!.  Help?!!

[cwhite_5354]

unfortunatly there is nothing you can do in this situation, as ebay will always side with the buyer so return must happen . there is one option you could try the following. except item back when it arrives if it does some fake buyers does not return the item. but if they do. contact ebay  and state they returned it damaged and not in the condition you sent it . ebay might just reverse the outcome in that instance. if the ebay rep  is unhelpful ask for a supervisor it has worked for me in the past 

[style_wise · Accepted solution]

Sorry for your situation, first of all. Please don't let this Buyer tell you what you need to do. Best to follow eBay policies. Yes, eBay go step-by-step and don't just jump to what seems like the logical conclusion, but if you're patient and follow along, usually Customer Service will make things right.

Yes, you're correct. If a Buyer opens a not as described case you have no choice but to accept the return. So 'no returns' has not much meaning.

Please ask your buyer to return the sprayer by opening a Return Case in eBay. Yes, you will pay return postage. Sometimes this alone is enough to send bad Buyers on their way (they get dinged if they open too many IND cases). Or they can't be bothered to pack and post, because they were actually after your money. Please add him to your Blocked List now. Bring all communication into the Return Case. Write everything as if you were writing it for eBay to read (because they do later on).

Don't part refund now. Immediately upon receipt of the item call eBay Customer Service and ask CS what to do. Also use Report a Buyer feature.

[podlingsmum2007]

The buyer may have completed all their painting work with it and want the money back because they have no further need for the item 🤔

[pee_jay99]

Thank for the response.  I have issued the full refund (gritted teeth) and now sent a return postage label (I've paid for).  Chills me somewhat that the buyer may have - as you say - sprayed what they wanted and decided to get their money back.  Somewhat unfair with a brand new sprayer I'd say!  Will let the community know what I receive back and how that goes.  Whether it is in fact faulty, etc, etc. 

Paul

[61stephenuk]

You should not have refunded until you got the item back

Was the return label issued through the case?

If so the buyer wont be able to print it now as the labels are cancelled once a refund is issued,you wont be charged for the unused label.

You would have to arrange another label to be sent to the buyer or arrange a collection for the return of the sprayer,you also wont be able to appeal the refund now as eBay see it as a voluntary refund and only eBay enforced refunds can be appealed.

[pee_jay99]

To your first comment at the top: -

The first part of this process is: after offering a partial (did that, and rejected) to provide a full refund. I can't not do that until the goods are back.  You authorise it - the money is already back to the buyer.  In no way was this a voluntary refund.  Try the process - you must do it at the beginning.

I separately provided the return postage label.

I will challenge the refund if the goods are returned used, damaged or not faulty.  Surely that makes sense!

Paul