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Fri June 2 2017 12:44:28

eBay Returns from the Buyer Point of View

By: Reader

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Dear Ina,
I have a situation with a return on an eBay purchase. My other half bought a shirt that had one description, and when it came in, it was a different size. He tried to open a return with the seller and wrote something like this: "didn't fit" "Was not an XL as listed, so was too small" instead of choosing significantly not as described as his reason for return. 

Seller said, "oh, hope it fits" and denied the return and closed the case. Now, the case is closed and there is no return available even under money back guarantee. 

I searched the forums, and everyone said you can open a PayPal case, but that is no longer an option. If you go to your PayPal payment, it tells you to work it out with the seller and sends you to the closed case in your eBay account. 

Since I know everyone here is well versed in the ins and outs of the system, do we have any recourse or are we stuck with this shirt or are there other avenues that we can go down to a happy resolution? 
Julie




Comments (12) | Permalink

Readers Comments

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: FeelingFroggy This user has validated their user name.

Fri Jun 2 13:25:11 2017

Call paypal and tell them you need to open a case.

Phone number is 1-888-221-1161

We had the same problem a while back and paypal opened a case. BUT be ready to pay yourself the return shipping to the seller.

Paypal doesn't make it easy to open a case. Just call them and tell your hubby hands off of the computer.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

This user has validated their user name. by: Marie

Fri Jun 2 14:05:09 2017

You need to call Ebay.  This is sometimes a painful thing to do as they are slow and not always helpful.  And unfortunately it may take a few phone calls to get to someone that is knows enough to really be able to help you.  This happens all the time to sellers.

A Seller does not have the ability to close a Request for Return.  So I'm not sure what actually happened on your Seller's end.  

Depending on how much the shirt was, Ebay may just refund you themselves if you call.  

Good Luck.  Come back and tell us how things go for you if you call.  And if for some reason the calling doesn't work, we may be able to figure out something else that may help you.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: TrickyMick This user has validated their user name.

Fri Jun 2 14:24:39 2017

I agree with Marie, a seller can not close the return, the seller can only accept the return or leave it open... I believe after 4 days.. you the buyer can escalate the open return.

All the facts are not presented in this letter to Ina. Something has been left out. I believe the return process could not be easier.

Was the proper shirt size selected during check out? What was the seller's feedback?  Any good seller would issue a full refund even outside of ebay's return policy if you returned the item if it was the seller's mistake.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

This user has validated their user name. by: iheartjacksparrow

Fri Jun 2 15:57:15 2017

I agree with TrickyMick, I think there's some information missing since eBay ALWAYS wants the buyer to get their money back.

Depending on the cost of the shirt and its condition, rather spending your time on the phone with eBay, it may be easier to re-gift it, or consider it a lesson learned and put a parental block on all selling sites. Or even better, turn it into a feel good situation and donate the shirt to Goodwill.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: JulieandBlu This user has validated their user name.

Fri Jun 2 16:03:02 2017

The facts are fully presented. The case was closed by ebay after the return was denied by the seller. As the buyer, there was no option for us to escalate or do anything else. It was a new seller who offered no returns.

This return was closed
On the purchases page return section, it just says Status: Your return is complete

Then it says: Here's what happened
Jun 01The seller declined the return request
Jun 01You created a return

It was a used shirt that was sold as an XL  in the listing and came in as a LG.

Will give Paypal or ebay a call. Thanks so much.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

This user has validated their user name. by: Marie

Fri Jun 2 17:10:39 2017

@julie

Ebay closing it is different than what you stated above which is what caused some confusion.  So now we have that cleared up. That changes things.

The seller being new didn't have anything to do with it, other than they may not have established a good customer service policy yet.

In a normal course of a Request, once the seller responds, the clock starts ticking.  After 3 days from the seller's response, as a buyer you could have escalated the Request to a Claim.  The claim status is then reviewed by Ebay.

But in this case that didn't happen and there is a GOOD reason why it didn't and how it got closed.

It is clear to me by what you have stated here that the seller should have authorized the return at the seller's expense if the seller had all the information when the Request was filed.

It was your significant other's mistake of checking the box "didn't fit", as you know that is a Buyer's remorse reason.

Since your seller had a no return policy and went off the info they initially had [didn't fit], they denied the return and they can do that on a Buyer's Remorse claim.  

When you have a no return policy as a seller, it really doesn't literally mean buyer's can't return things.  Buyer's can file a Request for Return on any seller with any type of return policy if done within 30 days of receipt.

BUT when a sellers stated return policy lapses it reverts to the Money Back Guarantee [MBG] that Ebay offers.  So for example, if a seller has a 14 day return policy, if a buyer files a Request to Return on day 1 to 14, then the seller has to honor the Request in most cases.  But if you were to file day 15 to 30th, the rules of the MBG apply.

In your case the seller offered No Returns, therefore for day 1-30 your Request fell under the rules of the MBG, which is why the Request was CLOSED by Ebay.

One of the exceptions in the MBG is for Buyer's Remorse.  Sellers are allowed no to accept a return for this reason.

Your best bet is to call Ebay and explain your problem.  As I said before, if it wasn't a real expensive shirt, they may just offer you a refund or coupon for Ebay.  But your Seller didn't do anything wrong.  It was just an unfortunate mistake in how the Request for Return was filed.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: JulieandBlu This user has validated their user name.

Sat Jun 3 10:52:38 2017

Thank you, Marie. I didn't realize that it didn't translate well in my original letter that ebay closed the return request. We will call them Monday.
Appreciate everyone's help!  

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

This user has validated their user name. by: Marie

Sat Jun 3 12:38:56 2017

@julie

You are very welcome.  After you make that call, you may end up with more questions than answers.  If so, come on back and ask away.  We will all do our best to help guide you.

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: donald This user has validated their user name.

Mon Jun 5 00:16:01 2017





If ebay does not help you Call your credit card company and place a charge back on the purchase.



eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: comet This user has validated their user name.

Mon Jun 5 03:02:48 2017

You could also contact the seller and send them a pic of the tag where it SHOWS the size.  I sell used clothing all the time and try to be VERY careful on sizes but every once in a while I do slip up or a tag will have multiple sizes on it that are hard to decipher (Euro, Japan etc).

If you take the time to expain to them outside of the Claim  they might be more willing to help you.  The endless complaints on "fit"  on clothing causes many of us to refuse  what look like Buyers Remorse cases.  Even if the item is perfect and labeled correctly and matches the buyers cats whiskers we still get complaints AND we get used items back  for "fit"  etc--sometimes with damage or odors. So you can see where we are leery of  these sorts of issues!

But if this is an easily proveable  case of the wrong item being sent you should try and EMAIL THE SELLER thru eBay MESSAGES.  If you can't reach them thru the original listing seek out  their current listings and use one of those to contact them.  Calling  ebay and or Paypal is  also a  good idea; I find Paypal easier to deal with and get on the phone.  Good luck!  

To avoid  this sirt of thing ask for a pic of the size tag;  and measurements as things DO measure differently even when new depending on the maker;  and used items can shrink  etc.  

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: Whatever This user has validated their user name.

Mon Jun 5 23:04:01 2017

although you used your paypal account to pay for it - did you use your credit card to do so? I quit paying for things with my paypal money a long time ago. My cc co. will always back me up.  change your payment method

eBay Returns from the Buyer Point of View   eBay Returns from the Buyer Point of View

by: pebbles This user has validated their user name.

Tue Jun 6 11:25:37 2017

Sellers can't just close a case at their free will. It has to go through an entire process and have eBay approval to be closed unless a refund is given. Something else must have happened here beyond what is being told.



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