Who pays for refund when customer has made a mistake when ordering?

[bemmycc]

Hi guys, I know this question has been asked a million times. I have had a couple of cases recently of customers returning goods at my expense. They have clicked the 'Doesn't work or is defective' box. This, despite both customers sending me messages explaining that they have ordered the wrong item by mistake. I'm not sure either customer has done this deliberately but of course it is really frustrating having to pay postage both ways for an item that isn't faulty. As I have the evidence that the customer admits to ordering by mistake do I have any right of appeal with ebay?

[tsmgmd]

Just to make it clear I am not a legal advisor or a professor on legal acts.

But I just wondered as a you are a business seller you can charge your customer for return postage if the buyer is just exercising there rights to in effect a change of mind return.

So why can't eBay have that written into there 30 Day Money back guarantee..

[rusticrye]

It depends. 

If the return request is still open and waiting for you to agree to it, contact Ebay, point them at the messages proving the fraudulent reason chosen by the buyer, and request that the return request is closed in your favour.  Live Chat and request-a-callback are available during working hours.

If the buyers have already returned the goods, then no, you can't appeal.  You will have to refund if you haven't already done so, and then report the buyer for abusing the MBG, via the 'Report' button on your 'Leave feedback' page. A few of those from different sellers, and their account will soon be toast.  And don't forget to add their Ebay ID to your Blocked Bidders List.

You can then take the legal route (which I hope you do, as so many sellers can't be bothered and prefer to pointlessly and uselessly rant on public forums instead, which is why we have this problem):

Send the buyer a PayPal invoice to cover your losses, giving them 7 days to send cleared payment or you will be taking legal action and reporting them to Action Fraud (the police's online fraud unit).

If payment is not received within that timeframe, send them a 'before action' letter by Signed For post, giving them 7 days from receipt to make full and cleared payment, or you will report them to Action Fraud, and take them to Small Claims court to recover your money and all court and other costs.

If payment is still not received (unlikely, as this is generally enough to put the fear of god into small-time fraudsters), take them to Small Claims court if you wish.  Very easy to do, and the process can be started online.

@bemmycc