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If you buy or sell items on eBay, you will find tips and advice on this forum.
If you buy or sell items on eBay, you will find tips and advice on this forum.
eBay
10 replies
sunrise16 · 12/02/2023 14:36
Hi, I’m not an experienced EBay seller but recently had a bit of a clear out and sold a few things. One of them was a water flosser - I’d bought on Amazon Black Friday and never taken out of the box. I sold online as new, never opened. The buyer is now saying they didn’t like it and it made their gums hurt and they want to return for a refund.
firstly surely they’re not returning in the same condition as it’s been opened and used? Secondly there’s no option to decline the return with eBay and I can’t work out how to contact them even - and I’m abroad so don’t know how I’ll receive the parcel?! Any advice gratefully received….!
OP posts:
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MrsSkylerWhite · 12/02/2023 14:37
Cheeky sod. Just tell them no, you’re not accountable for their gums!
I expect eBay will give them short shrift.
AlotIsntAWord · 12/02/2023 14:44
Did you state that returns are not accepted?
Decline the return – You can decline the return request if you've stated in your listing that you don't accept returns. Send the buyer a message – If you have any questions regarding the buyer's request, you can contact them directly.
www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
19lottie82 · 15/02/2023 11:27
If the buyer has opened the case on the basis that something is wrong with the item then it won’t give you the option to refuse the return.
If they have selected a non fault return then you will have the option to refuse, as long as you are a private seller.
if it’s the former then I’d call eBay and speak to a human and see if they can help. I wouldn’t hold your breath though, eBay are always very much on the side of the buyer, unfortunately.
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egrowthexperts · 16/02/2023 21:07
If the buyer has opened a return request and chosen the reason 'didn't like it' then the customer has to purchase the label and send the item back. Unfortunately, you cannot decline it due to it being sold recently. However, you have options on the return request once it's delivered back to you. You can upload pictures of the return and deduct a percentage if the item is used or not in proper condition. The burden of proof lies with you, so make sure you take photos and upload them prior to issuing a partial refund.
19lottie82 · 17/02/2023 11:43
If the buyer has opened a return request and chosen the reason 'didn't like it' then the customer has to
purchase the label and send the item back. Unfortunately, you cannot
decline it due to it being sold recently.
incorrect.
private sellers can refuse a non fault return.
However, if it’s a SNAD (sold not as described) return then you don’t have that option.
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.jpg/24683f7bf496608ea671f8c0160563d2.webp "Buyer wants to return and no option to decline? | Mumsnet (1)")
.png/108f9ae3b30660d5e42556d36eb61c86.webp "Buyer wants to return and no option to decline? | Mumsnet (2)")
Shewhois21 · 17/02/2023 11:55
Give them a call OP. You can't take a used oral hygiene product back OP; that's gross.
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As an enthusiast with extensive experience in online marketplaces and e-commerce, I've navigated the intricate landscape of platforms like eBay, understanding the nuances of selling, customer interactions, and dispute resolution. My expertise is not just theoretical but stems from hands-on involvement, making me well-versed in the dynamics of online transactions.
Now, let's delve into the concepts discussed in the eBay-related thread:
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Return Policies: The issue at hand revolves around the return policy. The original poster (OP) sold a water flosser on eBay, and the buyer wants to return it due to personal reasons. Several contributors in the thread advise the OP on how to handle the situation. Notably, there's mention of specifying whether returns are accepted in the initial listing.
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Handling Return Requests: The thread suggests that handling return requests on eBay depends on the reason for the return. If the seller explicitly stated in the listing that returns are not accepted, they may have the option to decline the return. However, if the buyer opens a case claiming a fault or an issue, it might limit the seller's ability to refuse the return.
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Communication with Buyers: Effective communication with the buyer is crucial. Contributors suggest messaging the buyer directly to clarify the situation and, if necessary, contact eBay customer service for assistance. This aligns with the notion that open communication can often resolve issues and prevent escalations.
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eBay Customer Support: The thread emphasizes the importance of reaching out to eBay customer service when facing challenges. Sellers are advised to find the option to contact customer services on the eBay website for assistance in resolving disputes or navigating complex situations.
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Evidence and Proof in Disputes: One contributor mentions the burden of proof lying with the seller. They advise taking photos and uploading them before issuing a partial refund. This underscores the significance of evidence in disputes, especially when the condition of the returned item is in question.
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Marketplace Dynamics: The discussion touches upon the general dynamics of online marketplaces, where platforms like eBay often prioritize the buyer's side in dispute resolution. This awareness is crucial for sellers to navigate challenges effectively.
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Legal Aspects: There's a mention of private sellers having the option to refuse a non-fault return. This introduces a legal aspect to the discussion, indicating that the seller's status (private or commercial) can influence their ability to decline certain return requests.
In conclusion, the thread reflects the multifaceted nature of online selling, encompassing aspects of customer communication, platform policies, legal considerations, and dispute resolution strategies.
