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Return not made by the buyer, eBay wants to close it in my disadvantage
Summary: ajs_6812 sold an item on eBay, which the buyer declared incompatible after receiving it and requested a return for. Despite this request, the buyer did not send the product back and told eBay that they had, thus putting the blame on ajs_6812. ajs_6812 expresses frustration over how eBay is handling the situation, especially because of evidence showing that the buyer is reselling the item. *miss-tigri* and jacquelinedu36 advised contacting eBay customer service to challenge the decision with the evidence available and to provide a return slip to potentially force a refund if the buyer does not return it. ajs_6812 criticizes eBay customer service for not aligning with the evidence provided.
Hello,
I sold a brand-new item to a buyer, and once they received the product they opened a return request because "they realize the product is incompatible with their setup once installed at home".
Well, it’s a pain but okay, I tell myself I’ll probably receive an item in bad condition after it’s returned.
Except that... The person never sends the item back, unable to provide a tracking number, waits until the last day of the "return authorization" period, then tells eBay that they sent the package back and that I’m the problem.
And there I don’t understand, the case isn’t closed yet but eBay seems to want to automatically conclude that I’m at fault even though:
1. The customer is unable to provide a return tracking number
2. I have a screenshot showing that this same customer is reselling my product on their eBay account (the same one used to buy the item)
Any suggestion?
Thank you
ajs_6812
OP2 years agoHello,
No, no return label, he has to pay himself. Besides, in theory I have "returns refused", I say "in theory" because on eBay it doesn’t seem to matter.
I got a completely off-topic reply from customer service telling me to "talk to the buyer".
I have no way to assert my rights even though all the evidence is on my side..
*miss-tigri*
Mentor2 years agoIf the buyer has opened a dispute for item not as described, provide a return slip because otherwise they will be refunded and may keep the item ..
If they do not use the return slip, you can have them refunded .
If the return is for personal reasons, it is up to them to cover the return shipping .
ajs_6812
OP2 years agoI get the idea, I think it’s messed up to have to get to this point, having to pull shady tricks against dishonest customers to have a tiny chance of not getting screwed over. I’m starting to really understand the flaws in eBay’s system and I think it’s a shame to have completely clueless customer service given the service fees I pay.
Anyway, the worst part of the whole story is seeing that the customer is reselling my item via eBay.
jacquelinedu36
Mentor2 years agoHello,
did you send them a return label > there you go
*miss-tigri*
Mentor2 years agoHello
First of all Contact customer service ..
You will contest eBay’s decision if it is in favor of the buyer, with your evidence to back it up.
https://www.ebay.fr/help/selling/managing-returns-refunds/contester-une-dcision-debay-concernant-un-retour-ou-un-objet-manquant-vendeurs?id=4369&st=3&pos=7&query=Contester%20une%20d%C3%A9cision%20d%27eBay%20concernant%20un%20retour%20ou%20un%20objet%20manquant%20(vendeurs)&intent=Conttester&lucenceai=lucenceai&docId=HELP1306