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Return: Buyer is demanding more money than was paid
Summary: bixtron reports on a buyer who is claiming a refund including shipping costs for an item, even though the damage was visible in the listing. The buyer ignores return and replacement offers and wants to escalate the request. perfect-sally and samantha@ebay try to help, while eBay is supposed to take immediate action. After several requests, bixtron receives a full refund, but questions the refund procedures and defect reporting. samantha@ebay explains that defects are only removed after the next service charge.
Hello,
a buyer is complaining about damage to an item, even though it was visible in the listing photos. The buyer claims the following: "Case and cover damaged. Was overlooked at the time of purchase." and attaches screenshots showing that the damage is exactly as it appears in the photos... Even worse is that eBay allows the customer, with this request, to also claim back the shipping costs of €7.90, even though he is keeping the 2nd item from the order. He has absolutely no entitlement to that.
Of course, the buyer is not responding to my offers to carry out a normal return and is not accepting a free replacement case that would have already solved everything without any request - I would have gladly covered the €2. I even finally offered to cover the return shipping costs and still refund the full amount (€9.90) - I can't be any more accommodating here - now the buyer wants to escalate the request and is ignoring me.
If I get called in now, the buyer will probably just be issued a return label again or the amount refunded. Of course that should not happen. So it would be nice if someone could bring in a staff member who would please correct the amount of the request to €8.91 (that is the amount the buyer is entitled to after the return) or close it completely, because it is not justified anyway...
Thanks!
samantha@ebay
Mentor1 week agoHello @bixtron
You have already received a refund. The defect will only be removed after the new service calculation, or the removal will become visible.
On my end, everything looks fine here.
Best regards
Samantha
bixtron
OP1 week ago · EditedHello @samantha@ebay ,
that’s exactly what I asked about. Why do I receive a full refund incl. shipping costs, while the buyer also receives a full refund incl. shipping costs?
I mean, it really doesn’t matter to me, but I am one of the fee-paying sellers. It would be nice if our money wasn’t just wasted like that - then the fees wouldn’t have to be increased either.
The defect is clearly noted. I’m new to the fact that defects are only removed with the next rating, and so I can’t really understand that, but I’ll wait on that for now.
Thanks.
nina@ebay
Mentor2 weeks ago@bixtron Hey. 🙂 I was happy to take a look at that. You’ll receive a notification about this via eBay messages in the next few minutes. That should solve the problem. 🙂
@perfect-sally Thank you very much for the tag. ❤
Best regards,
Nina
bixtron
OP2 weeks agoHello,
I received it, thank you very much :)
bixtron
OP1 week agoHello @nina@ebay ,
2 questions:
-Why was the full amount refunded to me?
-Why wasn’t the defect removed?
@perfect-sally If Nina isn’t around, could you please tag someone again? Thanks.
bixtron
OP1 week ago?
bixtron
OP2 weeks agoHello @perfect-sally ,
would you please tag someone again? It can’t be that I’m promised help and now it’s just being coldly let drop..
perfect-sally
Mentor2 weeks agoI’ll do it.
@nina@ebay could you please take another look here? Thanks a lot
bixtron
OP2 weeks ago · EditedSo. The buyer contacted eBay on their own without being prompted and asked for the amount to be corrected.
Ebay ignored that. I’m being ignored here too. I’m waiting exactly another 48h now. If the matter isn’t corrected by then - meaning that I get the difference back and that the fees (variable commission) are refunded to me according to the guidelines (100%), I will pursue this accordingly.
The defect that occurred also needs to be removed - from the statistics and the ratings - it must not exist at all anymore.
So... if nothing has still happened within 48h, I have to assume fraud and will report eBay accordingly.
bixtron
OP2 weeks agoShould I open a case here as a precaution? But I can basically only make false statements there... Otherwise, the refund happens automatically later and I also get a defect on top of that. The buyer also gets more money back than they're entitled to.
bixtron
OP2 weeks ago · EditedHello,
today eBay will automatically decide in favor of the buyer. When will something be done?
bixtron
OP2 weeks agoAm I allowed to issue a refund outside of eBay (bank transfer)? I don’t want to make the buyer wait any longer now or even risk him opening a case, since the decision is clear... So I’d ask him again to close the request. It probably won’t happen, but I don’t want to be held responsible for it afterward.
perfect-sally
Mentor2 weeks agoWhat would the refund outside of that do for you if the buyer doesn't close it? Ebay can't verify that and anyway it's not allowed as long as it's pending on ebay.
bixtron
OP2 weeks agoNothing then, of course it would only go out once the request was closed.
I was asking whether that’s allowed. But in that case, the request stays open.
perfect-sally
Mentor2 weeks agoWould you close the request if a seller made promises to you? I don’t think so. You’d only close once the money is there. And the person on the other side is of course also suspicious and won’t close before they have the money. On the other hand, nobody guarantees you that they’ll close once the money has arrived. That’s where the cat bites its own tail.
bixtron
OP2 weeks agoDepends on the amount and the profile... In principle, of course not, that's clear.
For now, I'll wait for the reply.
bixtron
OP2 weeks agoI ask once again for clarification of this matter. Thanks.
bixtron
OP2 weeks agoHello,
So what exactly happens now? As mentioned, the item has arrived, but I still can’t process the refund because the amount is still incorrect.
samantha@ebay
Mentor3 weeks agoHello @bixtron
We can only take action for you here starting on 20/09. But in any case, the item has to be sent back to you before the refund, and you should offer the buyer the label again.
Best regards
Samantha
bixtron
OP3 weeks agoHello,
the buyer receives it right away. Thanks :)
bixtron
OP2 weeks agoHello,
the article arrived today.
samantha@ebay
Mentor3 weeks agoHello @bixtron
Could you please tell me the order number so I can take a closer look?
Thanks for the tag @perfect-sally
Best regards
Samantha
bixtron
OP3 weeks agoHello,
03-14976-24504
bixtron
OP3 weeks agoThe return number is 5326895032
perfect-sally
Mentor3 weeks ago@samantha@ebay could you take a look, please? Thanks