Experiences with returning custom-made items: contact lenses
Summary: linsenversand raises concerns about the return of custom-made contact lenses, mentioning a buyer returned lenses stating "didn't like them," despite them being specially manufactured. After sending the lenses for verification, linsenversand finds that eBay refunded the buyer without considering the seller's stance. perfect-sally comments on the lack of support for sellers in such situations, and anna_s@ebay explains eBay’s perspective, noting the buyer reported discomfort. Despite the situation, linsenversand hopes for the buyer's cooperation for a resolution.
Hello dear community,
I wanted to bring up a topic that affects all of us who deal with custom-made products: the return of special orders, especially contact lenses. These special products often can’t simply be returned as easily as standard items. A customer had ordered lenses that were made for her, and then she sent them back with the note "doesn't like them". I wrote to her that she can only return special orders if they are faulty, and therefore I sent the returned lenses to the factory for inspection, which took about 8 days.
But after 2 days eBay took away my payment and refunded the customer her money. Now the lenses are back, checked and made exactly according to the order, but the customer doesn’t want them anymore — what on earth do I do now??
I wrote to eBay and called them, and they say flat out that the case is closed, nothing can be done. If I’m not satisfied with that, I should get a lawyer!
Have you had any experience with this? What challenges have you come across, and how did you handle them? Do you think there are special policies or approaches that could make the return process fairer for sellers?
I’m looking forward to your thoughts and to a lively discussion!
Best regards
Bernd, Linsenversand
anna_s@ebay
·6 days agoHello @linsenversand ,
of course, it's correct that if it's a custom-made item and a buyer gets in touch because of, for example, not liking it, changing their mind, etc., then you don't have to take the lenses back. That's correct and I completely agree with you there.
In this case, your buyer did choose a cancellation reason as the reason, but in the actual description explained why they want to return the item. Here I can see that your buyer can't use the contact lenses, as they seem to scratch in the eye.
You agreed that your buyer would send the lenses back to you so that you could check them for possible scratches, etc. You received the item back and that's why we refunded the amount to your buyer.
Feel free to get in touch again if anything is still unclear.
@perfect-sally Thanks ❤
Have a great day.
Best regards
Anna
linsenversand
OP6 days agoMany thanks for the lightning-fast response! Yes, of course I allowed the customer to send the lenses back, but not to dispose of them, rather to send them to the lens factory for inspection. That’s what I did, too, and the lenses were spotless and were remade completely new as a goodwill gesture. Now I have the expensive lenses here and no money. The customer should now order them again (which I politely asked her to do), and if she still doesn’t like them, she can go to the lens fitter ((who prescribed them to her) and he may admit his mistake and then work out an agreement with me regarding the cost of making other lenses. Many thanks and best regards, Bernd
kometenhuhn
·6 days agoIs there an item number? :)
linsenversand
OP6 days agoYes, 256960681405
perfect-sally
·6 days agoIf items are made especially for customers, then a "normal" return is basically not possible. Unless it's a complaint, then it has to be taken back.
But the special right of withdrawal or the exclusion for such goods should be clearly and prominently stated.
Why ebay decided that, nobody knows, but otherwise they don't exactly care about commercial sellers and their rights either.
@anna_s@ebay could you please take a look at what's going on / what happened there? It just can't be that ebay ignores something like this and the seller is left on their own. Thanks