Right to remedy defects?
Summary: shoppingxperts_kittel is frustrated that returns are being automatically accepted on an e-commerce platform without the option for rectification, even though they believe they have the legal right to repair under § 439 BGB. petersmodellbahnstuebchen and gebraucht-ist-gut suggest looking into specific settings or providing order details for assistance, while bixtron explains that returns are part of seller obligations. kometenhuhn highlights the inflexibility of the platform in allowing negotiations for rectifications. The discussion includes attempts to find solutions and clarifications on how the system works with respect to return policies.
why is the return automatically accepted without giving me the chance to rectify it:
As a commercial seller, I have the right to rectification pursuant to § 439 BGB.
The customer is also perplexed in this case, as they expected a response from me to discuss a solution.
kometenhuhn
·1 month ago · EditedEbay does not provide for a correction - the system is simply too inflexible in that regard. It would only be possible if the customer had not opened a return and you handled it through the "normal" Ebay email correspondence, or they send it back, you refund it, and they buy it again. That would also be an option.
gebraucht-ist-gut
·1 month ago@shoppingxperts_kittel
Have you enabled automatic returns?
you can turn that off yourself:
https://www.ebay.de/rt/automation
shoppingxperts_kittel
OP1 month agoNo, I haven't set any settings there at all. And I can only enable automatically accept and prevent nothing. I've already gone through that before
bixtron
·1 month agoYou can't reject that, since the setting "Accept returns" takes effect. Your link leads to the setting for automated processing of return requests (e.g. refund directly, etc.). If I create a rule here, I can either automatically accept (and keep processing) or automatically refund.
shoppingxperts_kittel
OP1 month agoHello @samantha@ebay
Order number is 16-15090-66014
bixtron
·1 month agoHello,
I think there’s nothing that can be done there except possibly suspending the case. But even then, the buyer has to close the request afterward, otherwise eBay will keep demanding the return shipment and will forcibly debit your account.
If the buyer themselves isn’t okay with that, they can just close the request and you make it right.
shoppingxperts_kittel
OP1 month agohe didn't want that, because otherwise he can't start a return again (should I leave him hanging)
bixtron
·1 month agoThen make it clear to the customer that both sides will then stick to eBay’s guidelines - return shipping & refund..
I think that kind of thing is absolutely ridiculous, because then you’re pretending again that you need buyer protection, when you yourself are “perplexed” that as a customer you don’t have the option of remedying the issue, only returning it...
bixtron
·1 month ago · EditedBecause you’re a commercial seller and, according to the regulations, you’ve accepted returns - you can hardly reject them arbitrarily...
Otherwise, eBay´s services are always in conflict with laws one way or another.
p-schauberger
·1 month agoHey, I had that too. Ebay just accepts it ...
petersmodellbahnstuebchen
·1 month agoHi @shoppingxperts_kittel
What kind of return has your customer opened?
If you mention the order number, the lovely @samantha@ebay can check it, thanks Samantha. ❤️
Best regards from the Baltic Sea
Peter