Who closes an opened return request...

[RetroMonde]

When the buyer changes their mind? Do I initiate it or does the buyer? That person who accused me of selling a "fake" shawl last month never closed the request to return after messaging me that she'd changed her mind and was gonna keep it. I finally ran a DSR report today (that's enough to make you lose your appetite) and noticed I had a defect for her request. I was going to contact her and ask her to close the case but she hasn't left feedback yet. I might just relocate the defect if I poke her.


If my stats looked better I wouldn't bother but since sales have slowed for me, I've dipped into the top of above average; resolving this could get me back up to TSR. Or maybe this is the kick in the butt I need to get outta eBay for good. Ebay doesn't keep records after a 90 days; IMHO defect stats should be trackable if they're counting against us. 

Was gonna list Chico's Travelers today (whoopee)... seeing all those defects for returns just sapped my will to get stuff listed. 

Sandra

[Deleted]

Sorry, I'm a little lost, so bare with me.

Did she open a return request and you are HFR?

Or it was a return request snad?

If it was snad (which makes sense because you received a defect) call and get it removed because she is keeping a fake item?  That doesn't make sense, so try and get the CSR to see it that way.  Also try and find policy that will support your case and have it opened on another tab during the call.

So the more I think about it, it must have been snad, right?

I've never received a defect for a HFR return.  

Either way you have to call to get the defect removed or try and fight for it.

I know it's frustrating and I feel for you. 

Some months my total phone calls to ebay average out to 3-5 hours.  I just chalk it up to necessary, a must do.  When I was selling more items a month this was super stressful.  Not so much since the last 6 months have slowed significantly 

[Deleted]

If she kept it, I would call and keep calling until I got a CSR with brains enough to remove it. Especially if she kept the item, it should be a "no harm, no foul" kind of thing.

[RetroMonde]

Ah, I was so disgusted I didn't make myself clear, lol. She opened it as a "sold a fake item" SNAD. I'm not in hassle free returns tho I accept returns for any old reason; told her to return it and asked nicely why she thought it wasn't authentic. She sent me an email saying that she'd looked at the description and it was totally as described tho for some reason she thinks having an iron-on tag makes it a fake. But she decided to keep it in spite of not being convinced that it's authentic. A Ray Strauss acrylic shawl from the 70s-80s was faked? I don't think so.

Anyway, I DID call CSR; they said she needs to close the return. But it's been almost a month and it's still open. If I'm stuck with a defect anyway, I'm not gonna bother. If there's a chance I could dodge it and up my stats, I'll take the time and call. But as she hasn't left feedback, she could close the return and ding my stars, shuffling the defect to another column. Would hassle-free returns have helped in a case like this? I'm just sick & tired of all things eBay. INCLUDING the cutesy spelling of their name. Sorry for the vent/rant.

Sandra

[Deleted]

I had the exact same scenario. Buyer said we sold a fake but never returned the item. I called CS. They made me call back on the date that said they would step in if there was a problem. I called and the defect was immediately removed.

[Deleted]

Ah, I see, so do what Ninja did.

If she then leaves feedback (and the stars are dinged) it should be removed by ebay because she didn't follow through with the return process. Here's the ebay policy page

pages.ebay.com/help/sell/item-not-as-described.html

"Responding to a return request when the item doesn't match the listing description"

HFR doesn't help with SNAD, sorry I was confused.

Going back to the email she sent to you;

"She sent me an email saying that she'd looked at the description and it was totally as described tho for some reason she thinks having an iron-on tag makes it a fake."

she just cooked her goose with any SNAD, "she looked at the description and it was totally AS DESCRIBED" ebay will look at the email (if you direct them and close it in your favor, without a doubt.

I think me being in HFR with paying for return shipping, and not having a restocking fee, helps with my account receiving snads because;

they just got to drop it in the mail and there is nothing for them to fight me for. I also think it helps when I'm on the phone with ebay because they can see I bend over backwards for buyers, there ain't nothing more I can do except add 30 days or longer to my returns.

Believe me I know it's tough but unfortunately you have to fight each and every defect. I even fight when I don't get my auto 5's for communication and shipping. There have been times when I received a 4 for shipping (impossible if you are FAST/and FREE or communication (when no contact was made) when they should have been auto 5's.

Please let us know how it goes

[RetroMonde]

Thanks a lot for all the help & encouragement! I'll give 'em a call in the AM and see what happens.

[Deleted]

So Estee you pay for shipping both ways for all returns? I can't imagine being able to do that without doing a high volume and marking items up like Zappos or something. Maybe you don't get many returns. I mean if I sent something priority for $6 and they return it for $6 and it only sold for $10-$20 to begin with. Ouch, glad it's working for you, I'm sure you are right that it helps avoid defects since they aren't out anything but it seems like a seller could go under real quick if they get a bad string of buyers.

[thekloset]

I am very pretty sure YOU want it closed in YOUR favor-call and insist.

[Deleted]

Feb 3, 2015 14:06:42 GMT peek said:

So Estee you pay for shipping both ways for all returns? I can't imagine being able to do that without doing a high volume and marking items up like Zappos or something. Maybe you don't get many returns. I mean if I sent something priority for $6 and they return it for $6 and it only sold for $10-$20 to begin with. Ouch, glad it's working for you, I'm sure you are right that it helps avoid defects since they aren't out anything but it seems like a seller could go under real quick if they get a bad string of buyers.

January and February I haven't been able to list very much and listings are low, so I'm not selling very much.  So, I'm not gonna have many returns.  I only started the free ship both ways in Dec.  I've had  one return that followed through since December.  I think people are too lazy to even pop it in the mail.  I had one on Amazon and Amazon automatically generates a label for the buyer, which I suppose I pay for, I'll see how it goes.

Certainly, if I had a ton of returns in a month, it would hurt.  But I won't know that until I experience it.  I want the merchandise back, I DON't do partials. I used to and that was killing me.  I've had more problems with partial fishers than people wanting to return the item over the last 2 years.


I state it in my thank you card clearly, "if you not happy please start the return process, yada, yada, yada".  Making a partial fish not an option for them.  I make it clear to the buyer and ebay my stuff will be returned or I'm out of it.

If it becomes a problem, I'll need to reevaluate it, but so far so good.  In your scenario if you get the item back your out the shipping both ways.  When the item is listed again, I would put those 2 shipping charges into other listings, to even out for the month.