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Thu Mar 23 2017 10:40:42

eBay Holds Seller Funds when Buyer Requests Return

By: Reader

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Dear Ina,
Today I received my first return request as a "no-returns" seller. I took returns for many years, so I'm familiar with eBay holding funds when a return request is opened. 

As a no-returns seller, however, I have the option to decline this request which is not a case and is not a not as described issue. So I was surprised to find my funds on hold. 

Unfortunately for my buyer, I am likely to decline her request due to this hold. As we all know, a request to return doesn't always result in an actual return. Especially when there is nothing wrong with the item. 

Buyers do the math and realize absorbing both the original shipping and return shipping doesn't leave enough of a refund to be worth their time and trouble. 

So if I approve the request I may or may not get my item back in a week to ten days, and my funds will be held hostage all the while. 

If I decline the request, my funds will be released immediately. My buyer can thank eBay for her request being denied. 

Unfortunately this isn't the first time that one of my buyers would have received better service if I were running my business without interference.
E.




Comments (11) | Permalink

Readers Comments

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

This user has validated their user name. by: eXtinctBay

Thu Mar 23 12:08:43 2017

There is no such thing as ''no returns'' on eBay. And this demonstrates that fact.

A buyer can file a Money Back Guarantee claim for 30 days, whether or not a seller offers returns. This was done to mimic Amazon and their A-Z Guarantee policy.

While the buyer will have to pay return shipping and perhaps a restocking fee, eBay will place a hold in the meantime on the funds in question until the issue is resolved.

Unfortunately, this is the procedure. It is employed to discourage those who do not wish to accept returns.

Also, the OP is opening themselves up to negative / neutral feedback, and / or perhaps a 180 day PayPal chargeback from the buyers bank or Visa card company.

As much as I hate to say this, it is easier to just have a return policy of at least 14 days, whether one is a TRS seller or not......

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: Snapped This user has validated their user name.

Thu Mar 23 22:08:01 2017

"...it is easier to just have a return policy..."

Of course.  In fact, the more you drink that kool-aid (tm), the easier it is to stomach the next cup.

Its a nice cup too.  Paid for by the interest generated by held funds.

Held by an entity that has no legal basis to do so, incidentally.  But that's another thread.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

This user has validated their user name. by: Marie

Fri Mar 24 03:07:54 2017

Punishing your customer for something that Ebay/PP does can certainly backfire on you in a big way as others have explained.

Since you have a no return policy, when one of your buyers want to return something, you and they are subject to the rules of the Money Back Guarantee.  That policy does have some exceptions, so if you don't want take the return, make sure it falls within the exceptions on the MBG.  And it must be CLEAR that they fall into one of the exception.  No gut feelings or perceptions of the reason.  It must be clearly stated by the buyer.

If not and you refuse the return, your money isn't going to available for long as all the buyer needs to do is escalate the Request to a Claim.  Once they do that it is very likely Ebay will allow the buyer to return the item and you will get a defect because of it.  And then of course you may take a FB hit as well.

I hope everything works out for you.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: Trying-My-Best This user has validated their user name.

Sat Mar 25 00:38:27 2017


I've never had more returns -all buyers remorse than these past 3 months.  And yes, have had these buyers leave negative feedback...I was able to have them change it ...only when I met their demand of  a full refund on shipping postage.  Customer Support offers no help on extortion or buyer fraud or on really anything.  

I'm surprised my buyers even bothered to message me for a return - it's much faster & easier to lie, simply state NAD and get an immediate refund.  Usually this type of buyer know they are lying and don't bother leaving negative feedback.  

It's best to assume on each sale you will lose original and return postage or better yet - since eBay could care less what is mailed back to their sellers - just let buyer keep the item.






eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: thriftyattireandstuff This user has validated their user name.

Mon Mar 27 00:22:17 2017

For a seller to worry about money being held like this, they must be hovering around that zero balance line. If you are doing this as a business, it's not practical to not have available cash, and even poorer practice to go spending your money unwisely when you know someone can open a case through either eBay for INAD or through Paypal (which is worse and thankfully I've only ever had one of those).. I allow returns.. My rate hovers between 1 and 2% for used clothing and some housewares. This is just all part of doing business. One thing I do though is set a return policy of buyer pays return shipping and and vehemently fight inaccurate INAD cases. I'd say I've won probably 85% of these. The other thing I do to lessen the blow is avoid a free shipping model so I'm only ever eating the original shipping if it's INAD. I specifically state that refunds are given for item cost only.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: comet This user has validated their user name.

Mon Mar 27 03:15:07 2017

I  am a NO RETURN seller  and  don't  often  have  return  requests;  usually if I do it is for  some==to me!--insane reason  like : The item color  did not match my cats whiskers  or  I wear a size 12 and YES  I  KNOW  I  bought TWO  different listings worth  of  Size 6 shorts AND let the items sit  in my driveway uncollected for WEEKS while I was on vacation  and  these  things don't FIT  me (duh!!!)  I wanna return  them---two months later!  Um--No!  

I had some one claim that a spendy leather item was sooooo badly "damaged"  that it  looked like it had been run over by a BUS  yet  oddly  enough  she  did not want to return it  and then used MY PHOTOS  to  list it for sale on HER ebay  page the same day!  Um--NO!  (I won that  one  via  ebay  and  her  acct  was  pulled as I found other sellers  she  had  also  done  this  to.)

The  HOLD  is  bad  enough  but the refusal of  ebay to provide ANY  customer service  and support  for the people who MAKE THE MONEY--who bring the thunder--is infuriating and does leave a bad  taste  in ones  mouth.   And that  might rub off  on a buyers  request.  

eBayh should own up to  the fact  that WE are  the drivers  here--not  them.    

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: Chicago48 This user has validated their user name.

Mon Mar 27 06:24:05 2017

IMO the only "no returns" should apply to food and consumables only.  Everything else should be returnable.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: HardWorkingSeller This user has validated their user name.

Mon Mar 27 08:24:18 2017

Be realistic.  There is almost no such thing as a ''no returns'' listing on eBay (unless you list it as for parts/repair and provide extreme photographic detail on the item's appearance etc) so if you plan on continuing to list on eBay you might as well embrace returns and enjoy the higher selling price that this will achieve.

Most people find that the percentage of items that are returned is a lot less than they fear, provided that your descriptions and photos are top notch.

Yes, sometimes it may make sense to write the item off instead of paying return shipping but at least if you get a better selling price from offering a better service you will have fewer sales in that category.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: Barbbie This user has validated their user name.

Mon Mar 27 09:55:46 2017

Suggestion:
Offer returns for 14 days.

Find a way to keep some extra money in your account for this kind of issue.

You do not have to either accept nor decline the return. You can send the buyer a message with your return details as well as communicate any questions you may have about it.  I was advised of this method by an ebay rep as all situations do not fall into the boxes they provide.
For example, I get a damage claim which is only described as a buyers remorse.  Obviously, I do not want to pay for this to come back and then have to provide a full refund and that is all I can get from ebay so I message, explain, get back the return (that I did not pay for) and issue my normal refund through paypal, eventually the request on ebay will fall off.  Sometimes, I will go through the ebay process after the return by checking no return needed and giving the refund, normally because the buyer agreed to just return to sender.  If you have issued any discount after the sale on paypal, ebay does not recognize this and that is what brought on my conversation with ebay on this matter as they wanted to do a refund on the original amount.  Their system will also not work if the buyer wants to only return part of multiples of an single item.

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

by: rapidreader This user has validated their user name.

Mon Mar 27 16:07:52 2017

by: Chicago48
(Mon Mar 27 06:24:05 2017
IMO the only ''no returns'' should apply to food and consumables only.  Everything else should be returnable.)

Even Books, Music Media and Movies/TV show DVDs and Cassettes?

eBay Holds Seller Funds when Buyer Requests Return   eBay Holds Seller Funds when Buyer Requests Return

This user has validated their user name. by: Marie

Tue Mar 28 15:11:54 2017

@chicago48
It isn't quite as simple as that.  There are many other things that should not be returnable. If sent in new condition and then it gets opened and used by the customer, then they want to return it.  There are categories that if this happens they no longer carry the same value as they did when they were new.  And on top of that, once used it may have satisfied their needs so actually they just rented it from you for no charge [money back from the return].  Just some of the things that would fall into this category are video games, DVD movies, Music CDs, Perfumes, Makeup and so on.  It is a bit more complex than just food and consumables.  

@Barbbie

I have recommended something similar on other blogs on this site.  For me it is slightly different, but I certainly agree with you about just corresponding with the buyer to resolve the issue.

What I do when I get a formal Request to return an item, I use the Contact buyer button inside the Request to ask the buyer a few more questions.  ALL communication with the buyer remains INSIDE the Request.  I never just do a M2M email.  Everything is inside the Request.

Once I feel I have a handle on what is going on with my buyer I offer a solution for my customer, whether that is a return or other resolution that I feel is appropriate for the issue and my customer.

Then my buyer responds with what they want or will accept and we go from there.  So let's just say this buyer said they wanted to return it.  I respond no problem and we move forward.  I give them the return info and instructions plus a return label if that is what we agreed to.

Mind you I'm still just doing communications with by buyer inside the formal Request.  After providing my customer with the info needed, I just wait.  I do NOTHING else inside of the Request.  I do NOT check the box to authorize the return.  I just wait.

Once the item arrives, I notify my buyer it is here and I process the refund for the buyer.  I then go into the Request and check the box that I'll accept the return.  And everyone is happy.

Ebay doesn't care how you process a Request, they just want the customer to be happy.  So if you are able to do that without allowing it to escalate to Ebay, everyone is better off.



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