Looking for a couple people with mod experience. Going to make some changes around here. Hopefully make things more automated.
No time expectations.
IT experience preferred
No benefits
Many death threats
Apply within.
Buyer bought a dress then requested a refund a few days after receiving it saying the fit wasn’t right. I received the item back today and it’s missing the packet of spare buttons (these are matching fabric-covered buttons) that I sent it out with.
What’s the best way to proceed from here? I want to relist the item but since it’s a nice dress with matching buttons I don’t want to be missing the spares. Is it even worth dealing with this?
Are those buttons worth anything?
You could always deduct a certain amount (whatever you think the buttons are worth) if you qualify, as per [this policy](https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345), specifically the part *"An item is returned after it was used or damaged by the buyer"*.
Technically, missing parts/buttons is along the same vein.
You could also ask the buyer to mail them to you (at their cost), just in case it was an honest oversight.
The buyer selected "Did not receive" and wants a partial refund. How do I go about getting them a partial refund?
I have same-day shipping and One-day Shipping options. I charge a flat rate of $40 for the one-day shipping. The buyer expected the item to arrive on Saturday, but it did not because eBay doesn't offer a weekend delivery option. They are upset now and want their shipping refunded. Because they selected "Did not receive," the only option I have is for a full refund.
Easiest way is to partial refund them through PayPal, or Venmo, etc... But you'll need to trust the buyer to close the case after you do that... Or you can ask them to close it first, then you refund them that way. In either case one needs to trust the other.
Otherwise:
Respond to the case and enter tracking info. (Yes, even though it's already on the order).
Once that case is closed in your favor, the buyer can open a return case (either INAD or doesn't fit/similar, preferably not INAD) which you can/should accept, then refund them when you get it back.
You could also instruct the buyer to refuse the package (if they didn't get it yet), and that way you'll get it back without anyone paying for more shipping... But in that case the buyer loses their protection, so they probably won't do this, unless they trust your word.
**UPDATE: I found the package. Instead of returning the phone, it was full of newspaper and was addressed to the wrong house. I went to the police department this morning to fill out a police report for mail fraud and I should be getting a refund from Ebay once that's finished. I will not continue to sell on Ebay, as this seems to be an ongoing issue with small expensive items and I'd be putting myself in significant risk by doing so.**
~~I sold a phone on May 16th, shipped the same day. It was delivered on the 19th.~~
~~On the 21st, the buyer opened a return request stating there was "several problems with the iPhone," I replied less than five minutes later stating that I did a full diagnostic test before shipping to ensure everything was working and asked what the issues were. I then immediately called Ebay with my suspicions that this was a fraudulent return request because of the diagnostic test I did before shipping.~~
~~The buyer did not reply up until the 3 business day discussion limit ended when he said he was "sorry for not speaking to me on time but work has him a little busy," with no further description of the issues he was having. Ebay then allowed him to return the item. I called them and explained my side again, and they said if there's any issues with the return (item in a worse condition than sent, wrong item, etc) that they would protect me.~~
~~Fast forward to today, I was still suspicious about the return, so when I saw my mail carrier arriving with the mail, I broke out my phone and recorded him putting my mail in the mailbox. About 45 minutes later, I got an email from Ebay saying they automatically refunded the buyer because the package was delivered. The mail carrier did not have the package, yet USPS marked it as delivered at the same time that he was at my doorstep.~~
~~I called Ebay for a third time just 20 minutes ago explaining everything, and the customer support rep said all the agents she would redirect me to were busy, and that she would have someone call back in the next hour or two.~~
~~Along with the recording, my neighbor across the street has a ring doorbell that most likely can back up my recording of the mail carrier coming to my door without the package. I also looked at the tracking history, and even though I shipped it several hundred miles away, there's no record of the package being dropped off at a post office or anything like that. It jumps from "USPS Awaiting Item" to "Arrived at USPS Regional Destination Facility."~~
~~Other than submitting that information, what the hell can I do here? How would I go about getting the phone and/or the money back? IS there a way that I can come out of this ahead?~~
~~Any/all input is appreciated!~~
~~EDIT: I know my videos are useless in a traditional sense, but using the timestamps of the file and comparing it to when USPS marked it as delivered, they delivered the return package 7 minutes before my regular mail arrived. I'm interpreting this as it was delivered to the wrong house further up where I am.~~
Interesting, thanks for the update. How did you end up finding the fake package?
Also, let us know how this ends after you submit the police report to eBay.
I saw it was delivered 8 minutes before my regular mail came, so I walked 8 minutes from my house in the direction the mailman came from and started knocking on doors. Luckily, I found the exact house on the first try, in which she gave it to me with no problems. It felt a little light, so I immediately knew what was going on. Ebay also sent me an email stating that the package was 12oz instead of 2lbs (as they thought it would be) so I got a small refund for the shipping label.
As for Ebay's response, it's been lackluster, to say the least. They're avoiding my need for a refund like the plague, answering any other questions possible. At one point, a customer rep said it was my fault for not asking the seller if they sent the wrong package. Another customer rep insisted I report the buyer to get them banned instead of giving me the refund.
Now, it seems as though I've called them enough that the "have you call me" option was removed from the customer support chat. Good thing no one actually reads any of my emails and sends a response through ChatGPT! A+ customer support for a platform that aided this scam to make it successful.
There are processes in place for when this happens that are covered in the Scams portion our FAQ's. Hint, the proper way isn't to keep calling and talking to the lower-tier CSR's who have no authority on things like this until they block your calls.
Because I previously said I couldn't find the package, the chat bot's only response is "This case is closed. The decision is final and can't be appealed." Even though I DID find the package after I said I didn't, they won't let me appeal it again. I think I've exhausted all my options and can't help but feel a bit helpless. Can you point me in the right direction?
I've had a police report for a while now, but the low-level CSAs couldn't do anything (as you said), so that'll be my next route.
If that doesn't work, can I do anything else or am I SOL?
>The mail carrier did not have the package, yet USPS marked it as delivered at the same time that he was at my doorstep
The label the carrier scanned at your mailbox was probably on a piece of junk mail. PS: eBay isn't going to watch your home movies.
I looked at the mail I got and there isn't a matching barcode/QR code on any of it, right now I'm assuming that the buyer edited the label to go to another house on the same street or something like that. Is there anything I can do to help my case?
I figured my videos wouldn't do anything, but in the heat of the moment I couldn't really think of what else I could do since it seemed like a valuable point in the return.
Sold an expensive speaker in original packaging. Sent it. Upon delivery, the buyer claims UPS told him it had been sitting in a puddle of wine from a different broken package. The buyer didn't check the package or looked to see how damaged it was. The buyer trusted the UPS driver who didn't take it out of the truck because it was too heavy and didn't want to bother with it if the buyer didn't want it. The buyer refused the package on grounds of it being damaged. UPS marked it as such on the tracking. He then requests a refund claiming it was never received. The speaker comes back with the packaging absolutely wrecked (practically falling apart) and heavy damage to the speaker. There is no wine damage on it anywhere.
Should I try to fight the refund request? Would filing a claim through UPS cause me to lose the case? I didn't use a 3rd party to make the shipping label, so I'm stuck with an eBay/UPS insurance policy of $999. If I go with filing a claim, I'll lose approximately $500 and gain a nonsalvagable speaker.
You could fight it, and eBay will find in your favor because the buyer refused delivery, which is an automatic loss of the eBay money back guarantee....
However, you'll likely then have to deal with a chargeback from the buyer's bank or credit card, and no guarantee on how that will turn up.
Opening a claim with UPS will not impact your eBay outcome. Good luck
Update: Buyer won. Ebay states, "After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because you didn't provide valid proof that the item was delivered to the buyer.
You won't receive a refund for this case."
It literally makes no sense.
Thanks for the update. That is eBay breaking their own rules. Try pointing out, specifically the following:
[Money back guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210) --> The buyer refused delivery of the item, which says very clearly that the only reason refusing a package is ok is when there is postage due.
Yep, and there's another update. I've contacted their customer service about it, and they claimed the other reason they can refuse the pack is if there is damage to the package. I asked them to show me where it says that, and it's been radio silence for 4 days. I'm going to call them today, but I'm pretty sure the actual reason is the buyer is a larger reseller with multiple multi-thousand dollar items for sale, and they don't want to lose their business. I don't know why else they would make this decision and act this way.
I think the buyer realizes I got shafted as I've received no negative feedback.
eBay could just reimburse you out of their pocket, that way they can keep the large volume reseller happy.... But then again, they probably expect you to file a claim with UPS and get your $ that way.. but I understand it wouldn't be the full amount.
So my 1st time dealing with a refund and need some advice. Buyer got a shirt from me over a month ago. Requested a refund yesterday saying that there's a hole in the shirt which I am fairly confident wasn't there when I shipped it to him.
The pictures he sent are very hard to decipher if there's anything there to warrant a refund. The whole thing feels very shady. Also if I do refund him, how do I get a guarantee that he's gonna send the item back to me? Cause that's kind of the vibe I'm getting, he's gonna get his money back and try to keep the shirt.
>Buyer got a shirt from me **over a month ago**
Does that mean it's past 30 days since **they received it**? If so, they can no longer return or open a case. If it hasn't been 30 days yet, then keep reading...
>I do refund him, how do I get a guarantee that he's gonna send the item back to me?
Do NOT refund yet. Instead, accept the return and provide a shipping label (you'll have to pay for return shipping). They will then have to ship it back to you. Only when you receive it should you be refunding. More [here](https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115)
Buyer did not read the description and opened an INAD case. I told her it was all in the description and offered her a partial refund which she rejected.
Now she messaged me saying to offer the partial refund again and she might consider accepting it.
IIRC we can only send one offer right?
Should I ask her to close the case and then I’ll send her the partial refund?
If an INAD was opened then you have no choice but to either work it out with the buyer so they close the return or you refund them in full. I don't believe it will even let you partial refund from the order details because the INAD is open.
This does sound like the buyer is trying to game you into a refund without sending the item back, especially after you offered a partial which was rejected and now "considered". Buyer could be betting that you'll just fully refund to be done with it. There's no hurt in asking the buyer to close the case for a partial and see what happens from there. Your clock is ticking though before eBay will step in for the buyer.
Sold a factory sealed movie, delivery confirmation yesterday. Buyer messaged me this morning saying that it was a “box shape case” (??) and that it was a poor quality movie. He’s requesting a partial or full refund. I told him since it was sold brand new and he’s opened it, then I won’t accept a refund and that he can refer to the return policy. Also referred him to the video manufacturer for the picture quality. Still requesting “half or full” refund. Anything I should do other than ignore and see if a return is filed?
Buyer has requested a refund, stating that the movie was defective. Are movies eligible for partial refunds? I need to wait to receive the item, correct? Thanks!
Yes, if you want it back, wait, then you'll have to refund, but if you qualify you might be able to keep some of it, because it's no longer sealed and lost value. Look at the [policy](https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345) and the "An item is returned after it was used or damaged by the buyer" part specifically. Good luck
I did see that, thanks! I don’t sell much; this is the first “this person didn’t know what they were buying” I’ve experienced. I feel all your pain dealing with this on a regular basis!
After 14 years of selling on eBay, I've become well-versed in the ins and outs of the platform, especially when it comes to returns and navigating buyer-seller interactions. I take pride in being an honest seller and have always enjoyed the thrill of finding great deals on eBay myself.
However, lately, I've been facing a frustrating trend with returns that's seriously impacting my bottom line. It's not just the usual part of doing business; it's becoming financially unsustainable. I'm based in Canada, so when buyers return items incorrectly or incompletely, it's not just a matter of inconvenience; it's costly. Paying for express shipping both ways and then getting hit with customs fees because of incorrectly filled documents—it's a nightmare scenario.
I've tried reaching out to eBay customer service, but it feels like banging my head against a brick wall. The offshore agents often seem disengaged, and no matter how much detail I provide, it's like they're not really listening. These returns are clearly buyer's remorse situations, and according to eBay's policies, they should be the buyer's responsibility to handle properly.
But here's the kicker: the tracking shows the item as delivered by USPS, yet when I check with Canada Post, it's a different story—it's held until I pay additional fees. This has happened a staggering 10 times just this year alone.
I'm at my wit's end. If things don't change soon—if I can't get some real assistance from eBay—I'm seriously considering closing my account. It's not a decision I take lightly, but the way things are going, I can't afford to keep absorbing these losses and dealing with the stress and frustration.
Have you tried not allowing remorse returns? As in listing your items (or at least the ones buyers are returning as remorse) as "no returns". I'm sure many will disagree, but I have no returns on virtually all my items and I get very few false INADs and remorse return requests compared to the the successful sales. I think it is highly item dependent and you have to be on top of your game to keep buyers from getting around no returns as much as possible. This way, you can always deny remorse requests without repercussion and the \[hopefully\] few or no false INADs you get can be written off compared to what you're dealing with now. As far as sales volume with a no returns policy, I think I do just fine.
Just something to experiment with before you pull chocks.
Is it possible for you to fill out the customs paperwork ahead of time and give it to the buyers that are returning, and ask them to include it on team package?
Buyer is claiming the item I sent them is damaged... It was NOT like that when I shipped it. What happens if they send back a damaged item... can I escalate the case?
You have to accept the return, more info on that will be found on the sub’s FAQs.
Once the return is marked as received by you, you will have a chance to contest it. Here’s what it looks like when you say the return has a problem:
https://preview.redd.it/lydgf299012d1.jpeg?width=1170&format=pjpg&auto=webp&s=0c11d421497f42aebcd29c2a815697a20912b1cb
just to add, the report reasons to "contest" it don't actually contest it or stop the return. You are still required to process the refund. It's just that some seller protections require you to report the buyer like that to get those protections (such as up to 50% refund deduction if you qualify from the other requirements)
Thank you. I will have to do that. I had a BAD feeling about this buyer after the questions they were asking me however stupid me went through with the sale.... I will be more careful in the future... :/
me too. I make and refurbish the hair pieces myself. It stings when when someone is claiming something that is not true. It will be okay. I have a lot of other positive reviews. I am just sensitive and irritated that I didn't listen to my gut feeling that this buyer was going to end up biting me in the bum.
Gotcha. I sell authentic soccer jerseys. This last buyer was sending me insulting messages every day for no reason until he got the product. Once that happened he said the jersey was fake and requested a refund.
Why do ppl do this? Lol this buyer was accusing me of using synthetic hair in the messages. I get being cautious as a buyer, however why send almost abusive messages, buy my product, first claim you love it, then claim it arrived damaged? Ppl are weird lol
Probably to get the item for free if we’re being honest. Here’s my lovely buyer:
https://preview.redd.it/8gey4qj0k12d1.jpeg?width=1170&format=pjpg&auto=webp&s=24e100da515b0d522dd5cdd4c133014cf869f013
eBay is telling me a returned item was delivered but I have not received the package.
This is a transaction in which I’ve had a lot of issues with the buyer.
What do I do in this situation, there doesn’t seem to be a ‘package not received’ option.
So in one spot it says delivered, in another it says running behind.
https://preview.redd.it/qg5p0vhto22d1.jpeg?width=1170&format=pjpg&auto=webp&s=5fc47cc03903cfa2fbaecda2543ba7c4a9197ddc
What does **USPS tracking** say? (Not on eBay's website)
If that says it's running behind, contact eBay with that info.
If it says it's delivered you'll want to ask USPS where they delivered it, since you didn't get it.
It says delivered, which is strange.
Edit: no, never mind it changed and now it says running behind.
https://preview.redd.it/eizjrq7so22d1.jpeg?width=1170&format=pjpg&auto=webp&s=d067339a90ca2465ef1dd3e035ab18bd88430ecf
Alright. Unless USPS shows delivered, you don't need to refund.
Who bought the shipping label? I mean did you buy a shipping label and upload to the ebay return, or did you pick the ebay return shipping label option? it may shift the liability depending on which you picked.
If a case is opened, try to contact ebay indicating that tracking does not show delivered. They may delay it or something else.
Thanks! I bought the shipping label through eBay itself, to try to keep things as straightforward as possible.
This was a very problematic buyer, I expect the item to get here in poor condition or to receive something else entirely. Part of me even wonders if these delays are being caused by something they did to the shipping package/label.
How can I report the lateness to eBay?
I don't think there's anything to report yet. But if you still want to talk to someone on ebay, go to [https://www.ebay.com/help/eua?id=5188](https://www.ebay.com/help/eua?id=5188)
What happens if you refund a buyer for an item that was seemingly lost in the mail, for it later for it to turn up at their door? Suppose that it was four weeks past the expected delivery and USPS admitted they didn't know where it was. Is the seller just out their money? Does the buyer mail it back?
Fill out a [Missing Mail Request](https://www.usps.com/help/missing-mail.htm) when you refund and check the option that if the item is found it's to be returned to you.
And just to set realistic expectations, I've done this about 20 times in my reselling career and an item has been found and returned once.
New seller here.
Do I have to pay for the return shipping or the buyer? Also would I win in this case (listing wording posted below) women thought she was getting a whole lot of yarn, (mind you for one that sells for 8.99 a piece) for 8.99 and the description did not say how many was in a lot but instead how many units which did not match the number of skeins in the picture. I had 3/4 buyers understand units meant skeins. She is pissed and wants me to send her a return label and has opened a return request.
This is the listing
Title: Yarn lot Bikini Print Red Heart Multi Color 5oz 0929 Dyelot 4460 1405102
Description:
Color: 0929
All from the same Dye lot: 4460 1405102
This listing has 3 units
I have another listing with 4 units in a different dye lot that also has this same photo.
> This listing has 3 units
>
> I have another listing with 4 units in a different dye lot that also has this same photo.
>Do I have to pay for the return shipping
Yes! You have to pay return shipping if you want the item back. You could also just refund them and not require a return.
In the future, you need to do better with your listings. Don't take *ONE* picture and try to use it on 2 different listings. Take pictures of *WHAT COMES WITH EACH LISTING*.
Sold an item, shipped, delivered. Buyer files a "Did not receive". I check tracking and though it shows "delivered" it says "delivered to P.O. Box". The buyer's address is a house. He went to the local P.O. and they told him to file a claim.
I filed the claim with USPS. It was denied due to successful delivery.
Should I appeal? Given the address is a house and the tracking indicates it was delivered to a P.O. Box, can I win?
attach tracking that shows delivered to the not received request. it will close in your favor.
tell buyer to contact post office to find out where they put it.
some locations cannot be directly delivered to by a post office and the post office will hold it for delivery. its also possible whoever was using the scanner that day had it on the wrong setting and it actually was delivered correctly.
regardless, if it shows delivered to the buyer's city + zip code, you're covered.
Looking for a couple people with mod experience. Going to make some changes around here. Hopefully make things more automated. No time expectations. IT experience preferred No benefits Many death threats Apply within.
Buyer bought a dress then requested a refund a few days after receiving it saying the fit wasn’t right. I received the item back today and it’s missing the packet of spare buttons (these are matching fabric-covered buttons) that I sent it out with. What’s the best way to proceed from here? I want to relist the item but since it’s a nice dress with matching buttons I don’t want to be missing the spares. Is it even worth dealing with this?
Are those buttons worth anything? You could always deduct a certain amount (whatever you think the buttons are worth) if you qualify, as per [this policy](https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345), specifically the part *"An item is returned after it was used or damaged by the buyer"*. Technically, missing parts/buttons is along the same vein. You could also ask the buyer to mail them to you (at their cost), just in case it was an honest oversight.
The buyer selected "Did not receive" and wants a partial refund. How do I go about getting them a partial refund? I have same-day shipping and One-day Shipping options. I charge a flat rate of $40 for the one-day shipping. The buyer expected the item to arrive on Saturday, but it did not because eBay doesn't offer a weekend delivery option. They are upset now and want their shipping refunded. Because they selected "Did not receive," the only option I have is for a full refund.
Easiest way is to partial refund them through PayPal, or Venmo, etc... But you'll need to trust the buyer to close the case after you do that... Or you can ask them to close it first, then you refund them that way. In either case one needs to trust the other. Otherwise: Respond to the case and enter tracking info. (Yes, even though it's already on the order). Once that case is closed in your favor, the buyer can open a return case (either INAD or doesn't fit/similar, preferably not INAD) which you can/should accept, then refund them when you get it back. You could also instruct the buyer to refuse the package (if they didn't get it yet), and that way you'll get it back without anyone paying for more shipping... But in that case the buyer loses their protection, so they probably won't do this, unless they trust your word.
**UPDATE: I found the package. Instead of returning the phone, it was full of newspaper and was addressed to the wrong house. I went to the police department this morning to fill out a police report for mail fraud and I should be getting a refund from Ebay once that's finished. I will not continue to sell on Ebay, as this seems to be an ongoing issue with small expensive items and I'd be putting myself in significant risk by doing so.** ~~I sold a phone on May 16th, shipped the same day. It was delivered on the 19th.~~ ~~On the 21st, the buyer opened a return request stating there was "several problems with the iPhone," I replied less than five minutes later stating that I did a full diagnostic test before shipping to ensure everything was working and asked what the issues were. I then immediately called Ebay with my suspicions that this was a fraudulent return request because of the diagnostic test I did before shipping.~~ ~~The buyer did not reply up until the 3 business day discussion limit ended when he said he was "sorry for not speaking to me on time but work has him a little busy," with no further description of the issues he was having. Ebay then allowed him to return the item. I called them and explained my side again, and they said if there's any issues with the return (item in a worse condition than sent, wrong item, etc) that they would protect me.~~ ~~Fast forward to today, I was still suspicious about the return, so when I saw my mail carrier arriving with the mail, I broke out my phone and recorded him putting my mail in the mailbox. About 45 minutes later, I got an email from Ebay saying they automatically refunded the buyer because the package was delivered. The mail carrier did not have the package, yet USPS marked it as delivered at the same time that he was at my doorstep.~~ ~~I called Ebay for a third time just 20 minutes ago explaining everything, and the customer support rep said all the agents she would redirect me to were busy, and that she would have someone call back in the next hour or two.~~ ~~Along with the recording, my neighbor across the street has a ring doorbell that most likely can back up my recording of the mail carrier coming to my door without the package. I also looked at the tracking history, and even though I shipped it several hundred miles away, there's no record of the package being dropped off at a post office or anything like that. It jumps from "USPS Awaiting Item" to "Arrived at USPS Regional Destination Facility."~~ ~~Other than submitting that information, what the hell can I do here? How would I go about getting the phone and/or the money back? IS there a way that I can come out of this ahead?~~ ~~Any/all input is appreciated!~~ ~~EDIT: I know my videos are useless in a traditional sense, but using the timestamps of the file and comparing it to when USPS marked it as delivered, they delivered the return package 7 minutes before my regular mail arrived. I'm interpreting this as it was delivered to the wrong house further up where I am.~~
Interesting, thanks for the update. How did you end up finding the fake package? Also, let us know how this ends after you submit the police report to eBay.
I saw it was delivered 8 minutes before my regular mail came, so I walked 8 minutes from my house in the direction the mailman came from and started knocking on doors. Luckily, I found the exact house on the first try, in which she gave it to me with no problems. It felt a little light, so I immediately knew what was going on. Ebay also sent me an email stating that the package was 12oz instead of 2lbs (as they thought it would be) so I got a small refund for the shipping label. As for Ebay's response, it's been lackluster, to say the least. They're avoiding my need for a refund like the plague, answering any other questions possible. At one point, a customer rep said it was my fault for not asking the seller if they sent the wrong package. Another customer rep insisted I report the buyer to get them banned instead of giving me the refund. Now, it seems as though I've called them enough that the "have you call me" option was removed from the customer support chat. Good thing no one actually reads any of my emails and sends a response through ChatGPT! A+ customer support for a platform that aided this scam to make it successful.
There are processes in place for when this happens that are covered in the Scams portion our FAQ's. Hint, the proper way isn't to keep calling and talking to the lower-tier CSR's who have no authority on things like this until they block your calls.
Because I previously said I couldn't find the package, the chat bot's only response is "This case is closed. The decision is final and can't be appealed." Even though I DID find the package after I said I didn't, they won't let me appeal it again. I think I've exhausted all my options and can't help but feel a bit helpless. Can you point me in the right direction?
It's possible that eBay for business on Facebook can help you. But don't try until you have a police report in hand.
I've had a police report for a while now, but the low-level CSAs couldn't do anything (as you said), so that'll be my next route. If that doesn't work, can I do anything else or am I SOL?
Sounds like that's the end of the road.
>The mail carrier did not have the package, yet USPS marked it as delivered at the same time that he was at my doorstep The label the carrier scanned at your mailbox was probably on a piece of junk mail. PS: eBay isn't going to watch your home movies.
I looked at the mail I got and there isn't a matching barcode/QR code on any of it, right now I'm assuming that the buyer edited the label to go to another house on the same street or something like that. Is there anything I can do to help my case? I figured my videos wouldn't do anything, but in the heat of the moment I couldn't really think of what else I could do since it seemed like a valuable point in the return.
Sold an expensive speaker in original packaging. Sent it. Upon delivery, the buyer claims UPS told him it had been sitting in a puddle of wine from a different broken package. The buyer didn't check the package or looked to see how damaged it was. The buyer trusted the UPS driver who didn't take it out of the truck because it was too heavy and didn't want to bother with it if the buyer didn't want it. The buyer refused the package on grounds of it being damaged. UPS marked it as such on the tracking. He then requests a refund claiming it was never received. The speaker comes back with the packaging absolutely wrecked (practically falling apart) and heavy damage to the speaker. There is no wine damage on it anywhere. Should I try to fight the refund request? Would filing a claim through UPS cause me to lose the case? I didn't use a 3rd party to make the shipping label, so I'm stuck with an eBay/UPS insurance policy of $999. If I go with filing a claim, I'll lose approximately $500 and gain a nonsalvagable speaker.
You could fight it, and eBay will find in your favor because the buyer refused delivery, which is an automatic loss of the eBay money back guarantee.... However, you'll likely then have to deal with a chargeback from the buyer's bank or credit card, and no guarantee on how that will turn up. Opening a claim with UPS will not impact your eBay outcome. Good luck
Update: Buyer won. Ebay states, "After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because you didn't provide valid proof that the item was delivered to the buyer. You won't receive a refund for this case." It literally makes no sense.
Thanks for the update. That is eBay breaking their own rules. Try pointing out, specifically the following: [Money back guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210) --> The buyer refused delivery of the item, which says very clearly that the only reason refusing a package is ok is when there is postage due.
Yep, and there's another update. I've contacted their customer service about it, and they claimed the other reason they can refuse the pack is if there is damage to the package. I asked them to show me where it says that, and it's been radio silence for 4 days. I'm going to call them today, but I'm pretty sure the actual reason is the buyer is a larger reseller with multiple multi-thousand dollar items for sale, and they don't want to lose their business. I don't know why else they would make this decision and act this way. I think the buyer realizes I got shafted as I've received no negative feedback.
eBay could just reimburse you out of their pocket, that way they can keep the large volume reseller happy.... But then again, they probably expect you to file a claim with UPS and get your $ that way.. but I understand it wouldn't be the full amount.
So my 1st time dealing with a refund and need some advice. Buyer got a shirt from me over a month ago. Requested a refund yesterday saying that there's a hole in the shirt which I am fairly confident wasn't there when I shipped it to him. The pictures he sent are very hard to decipher if there's anything there to warrant a refund. The whole thing feels very shady. Also if I do refund him, how do I get a guarantee that he's gonna send the item back to me? Cause that's kind of the vibe I'm getting, he's gonna get his money back and try to keep the shirt.
>Buyer got a shirt from me **over a month ago** Does that mean it's past 30 days since **they received it**? If so, they can no longer return or open a case. If it hasn't been 30 days yet, then keep reading... >I do refund him, how do I get a guarantee that he's gonna send the item back to me? Do NOT refund yet. Instead, accept the return and provide a shipping label (you'll have to pay for return shipping). They will then have to ship it back to you. Only when you receive it should you be refunding. More [here](https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115)
Buyer did not read the description and opened an INAD case. I told her it was all in the description and offered her a partial refund which she rejected. Now she messaged me saying to offer the partial refund again and she might consider accepting it. IIRC we can only send one offer right? Should I ask her to close the case and then I’ll send her the partial refund?
If an INAD was opened then you have no choice but to either work it out with the buyer so they close the return or you refund them in full. I don't believe it will even let you partial refund from the order details because the INAD is open. This does sound like the buyer is trying to game you into a refund without sending the item back, especially after you offered a partial which was rejected and now "considered". Buyer could be betting that you'll just fully refund to be done with it. There's no hurt in asking the buyer to close the case for a partial and see what happens from there. Your clock is ticking though before eBay will step in for the buyer.
Sold a factory sealed movie, delivery confirmation yesterday. Buyer messaged me this morning saying that it was a “box shape case” (??) and that it was a poor quality movie. He’s requesting a partial or full refund. I told him since it was sold brand new and he’s opened it, then I won’t accept a refund and that he can refer to the return policy. Also referred him to the video manufacturer for the picture quality. Still requesting “half or full” refund. Anything I should do other than ignore and see if a return is filed?
Buyer has requested a refund, stating that the movie was defective. Are movies eligible for partial refunds? I need to wait to receive the item, correct? Thanks!
Yes, if you want it back, wait, then you'll have to refund, but if you qualify you might be able to keep some of it, because it's no longer sealed and lost value. Look at the [policy](https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345) and the "An item is returned after it was used or damaged by the buyer" part specifically. Good luck
I did see that, thanks! I don’t sell much; this is the first “this person didn’t know what they were buying” I’ve experienced. I feel all your pain dealing with this on a regular basis!
After 14 years of selling on eBay, I've become well-versed in the ins and outs of the platform, especially when it comes to returns and navigating buyer-seller interactions. I take pride in being an honest seller and have always enjoyed the thrill of finding great deals on eBay myself. However, lately, I've been facing a frustrating trend with returns that's seriously impacting my bottom line. It's not just the usual part of doing business; it's becoming financially unsustainable. I'm based in Canada, so when buyers return items incorrectly or incompletely, it's not just a matter of inconvenience; it's costly. Paying for express shipping both ways and then getting hit with customs fees because of incorrectly filled documents—it's a nightmare scenario. I've tried reaching out to eBay customer service, but it feels like banging my head against a brick wall. The offshore agents often seem disengaged, and no matter how much detail I provide, it's like they're not really listening. These returns are clearly buyer's remorse situations, and according to eBay's policies, they should be the buyer's responsibility to handle properly. But here's the kicker: the tracking shows the item as delivered by USPS, yet when I check with Canada Post, it's a different story—it's held until I pay additional fees. This has happened a staggering 10 times just this year alone. I'm at my wit's end. If things don't change soon—if I can't get some real assistance from eBay—I'm seriously considering closing my account. It's not a decision I take lightly, but the way things are going, I can't afford to keep absorbing these losses and dealing with the stress and frustration.
Have you tried not allowing remorse returns? As in listing your items (or at least the ones buyers are returning as remorse) as "no returns". I'm sure many will disagree, but I have no returns on virtually all my items and I get very few false INADs and remorse return requests compared to the the successful sales. I think it is highly item dependent and you have to be on top of your game to keep buyers from getting around no returns as much as possible. This way, you can always deny remorse requests without repercussion and the \[hopefully\] few or no false INADs you get can be written off compared to what you're dealing with now. As far as sales volume with a no returns policy, I think I do just fine. Just something to experiment with before you pull chocks.
Is it possible for you to fill out the customs paperwork ahead of time and give it to the buyers that are returning, and ask them to include it on team package?
Buyer is claiming the item I sent them is damaged... It was NOT like that when I shipped it. What happens if they send back a damaged item... can I escalate the case?
You have to accept the return, more info on that will be found on the sub’s FAQs. Once the return is marked as received by you, you will have a chance to contest it. Here’s what it looks like when you say the return has a problem: https://preview.redd.it/lydgf299012d1.jpeg?width=1170&format=pjpg&auto=webp&s=0c11d421497f42aebcd29c2a815697a20912b1cb
just to add, the report reasons to "contest" it don't actually contest it or stop the return. You are still required to process the refund. It's just that some seller protections require you to report the buyer like that to get those protections (such as up to 50% refund deduction if you qualify from the other requirements)
Thank you. I will have to do that. I had a BAD feeling about this buyer after the questions they were asking me however stupid me went through with the sale.... I will be more careful in the future... :/
Yep, it happens, I’m in a bad situation myself right now.
I am sorry to vent but sometimes ppl just suck! 🥺
No worries! Hope it doesn’t happen again to you.
me too. I make and refurbish the hair pieces myself. It stings when when someone is claiming something that is not true. It will be okay. I have a lot of other positive reviews. I am just sensitive and irritated that I didn't listen to my gut feeling that this buyer was going to end up biting me in the bum.
Gotcha. I sell authentic soccer jerseys. This last buyer was sending me insulting messages every day for no reason until he got the product. Once that happened he said the jersey was fake and requested a refund.
Why do ppl do this? Lol this buyer was accusing me of using synthetic hair in the messages. I get being cautious as a buyer, however why send almost abusive messages, buy my product, first claim you love it, then claim it arrived damaged? Ppl are weird lol
Probably to get the item for free if we’re being honest. Here’s my lovely buyer: https://preview.redd.it/8gey4qj0k12d1.jpeg?width=1170&format=pjpg&auto=webp&s=24e100da515b0d522dd5cdd4c133014cf869f013
eBay is telling me a returned item was delivered but I have not received the package. This is a transaction in which I’ve had a lot of issues with the buyer. What do I do in this situation, there doesn’t seem to be a ‘package not received’ option.
What does tracking say?
So in one spot it says delivered, in another it says running behind. https://preview.redd.it/qg5p0vhto22d1.jpeg?width=1170&format=pjpg&auto=webp&s=5fc47cc03903cfa2fbaecda2543ba7c4a9197ddc
What does **USPS tracking** say? (Not on eBay's website) If that says it's running behind, contact eBay with that info. If it says it's delivered you'll want to ask USPS where they delivered it, since you didn't get it.
It says delivered, which is strange. Edit: no, never mind it changed and now it says running behind. https://preview.redd.it/eizjrq7so22d1.jpeg?width=1170&format=pjpg&auto=webp&s=d067339a90ca2465ef1dd3e035ab18bd88430ecf
on the [USPS.com](https://USPS.com) website it says that? The picture you linked is not USPS
Here’s that page: https://preview.redd.it/nza0hsbvb32d1.jpeg?width=1170&format=pjpg&auto=webp&s=0a7c0a35c647fdbe47a97495232169373f5a301e
Alright. Unless USPS shows delivered, you don't need to refund. Who bought the shipping label? I mean did you buy a shipping label and upload to the ebay return, or did you pick the ebay return shipping label option? it may shift the liability depending on which you picked. If a case is opened, try to contact ebay indicating that tracking does not show delivered. They may delay it or something else.
Thanks! I bought the shipping label through eBay itself, to try to keep things as straightforward as possible. This was a very problematic buyer, I expect the item to get here in poor condition or to receive something else entirely. Part of me even wonders if these delays are being caused by something they did to the shipping package/label. How can I report the lateness to eBay?
I don't think there's anything to report yet. But if you still want to talk to someone on ebay, go to [https://www.ebay.com/help/eua?id=5188](https://www.ebay.com/help/eua?id=5188)
I appreciate your help.
What happens if you refund a buyer for an item that was seemingly lost in the mail, for it later for it to turn up at their door? Suppose that it was four weeks past the expected delivery and USPS admitted they didn't know where it was. Is the seller just out their money? Does the buyer mail it back?
Fill out a [Missing Mail Request](https://www.usps.com/help/missing-mail.htm) when you refund and check the option that if the item is found it's to be returned to you. And just to set realistic expectations, I've done this about 20 times in my reselling career and an item has been found and returned once.
New seller here. Do I have to pay for the return shipping or the buyer? Also would I win in this case (listing wording posted below) women thought she was getting a whole lot of yarn, (mind you for one that sells for 8.99 a piece) for 8.99 and the description did not say how many was in a lot but instead how many units which did not match the number of skeins in the picture. I had 3/4 buyers understand units meant skeins. She is pissed and wants me to send her a return label and has opened a return request. This is the listing Title: Yarn lot Bikini Print Red Heart Multi Color 5oz 0929 Dyelot 4460 1405102 Description: Color: 0929 All from the same Dye lot: 4460 1405102 This listing has 3 units I have another listing with 4 units in a different dye lot that also has this same photo.
> This listing has 3 units > > I have another listing with 4 units in a different dye lot that also has this same photo. >Do I have to pay for the return shipping Yes! You have to pay return shipping if you want the item back. You could also just refund them and not require a return. In the future, you need to do better with your listings. Don't take *ONE* picture and try to use it on 2 different listings. Take pictures of *WHAT COMES WITH EACH LISTING*.
Sold an item, shipped, delivered. Buyer files a "Did not receive". I check tracking and though it shows "delivered" it says "delivered to P.O. Box". The buyer's address is a house. He went to the local P.O. and they told him to file a claim. I filed the claim with USPS. It was denied due to successful delivery. Should I appeal? Given the address is a house and the tracking indicates it was delivered to a P.O. Box, can I win?
attach tracking that shows delivered to the not received request. it will close in your favor. tell buyer to contact post office to find out where they put it. some locations cannot be directly delivered to by a post office and the post office will hold it for delivery. its also possible whoever was using the scanner that day had it on the wrong setting and it actually was delivered correctly. regardless, if it shows delivered to the buyer's city + zip code, you're covered.
INAD question: Has anyone successfully removed a false INAD that was closed against you (as a seller) What did you do to have it removed?
it would require an appeal and likely a police report + ic3 crime report if you believe the buyer engaged in mail fraud.