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Return request: who pays the shipping costs in the event of the buyer's error?
Good morning everyone, here’s the situation: I sold a sticker album and received a return request from the buyer, who claims it doesn’t match the description because it’s missing updates and championship photos (for those who aren’t familiar with the subject, updates are player transfers, e.g. player x moves from Milan to Inter, while championship photos are extra stickers that don’t relate to individual teams).
Aside from the fact that assuming those stickers would be inside the album would be like being sure a remote control comes with batteries included, the most important thing is that I clearly specified in the description that updates and championship photos were NOT present inside the album, complete with photos that I sent to the buyer.
I’ve now sent the buyer a message offering a partial refund (despite everything) and I’ve been waiting for a reply for more than a day, so I was wondering:
1) who pays the shipping costs if the buyer decides to return the album?
2) even though I sent the message, eBay says I have to make a decision within 3 days (2 from today); what happens if the buyer doesn’t respond and I don’t take any other action (since I don’t intend to accept the return)?
Thanks to anyone who replies
sika700
Mentore3 years agoI wanted to add that you’ll have to pay the return shipping costs... so think carefully about whether to take the risk or minimize the damage by getting your album back...
Kind regards.
libreria-rara
OP3 years agoThanks for the reply, now the buyer has agreed to pay the return shipping costs but I can't find the right option for this, meaning that on the details page it gives me the option to accept the return by providing the label myself and therefore paying the shipping costs, but not to accept the return with the buyer paying those costs.
ps: I should also point out that in the listing I stated that I accept returns with shipping costs paid by the buyer.
marioelegio
Mentore3 years agoThe problem is that you can’t decide for yourself who is right.
What you wrote in the messages will be of little use if you don’t contact customer service and try to explain the situation, trying to anticipate eBay’s decision.
Anyway, if eBay doesn’t accept your reasons and if within two days you don’t accept the return (and pay the return shipping), based on the return request for an item not as described and on your reply, eBay will make a decision. Not being able to know which of you two is telling the truth, it will almost certainly side with the buyer.
If it sides with the buyer, it will refund them by taking the money from your account (without bothering to ask for the item back). You’ll lose money and the album.
hi
mario
libreria-rara
OP3 years agoThanks for the reply, now the buyer has agreed to pay the return shipping costs but I can't find the right option for this, meaning that on the details page it gives me the option to accept the return by providing the label myself and therefore paying the shipping costs, but not to accept the return with the buyer paying those costs.
ps: I should also point out that in the listing I stated that I accept returns with shipping costs paid by the buyer.
marioelegio
Mentore3 years agoThe thing is that the buyer requested a return for an item not as described. In this case, the law provides that return costs are borne by the seller. Ebay certainly cannot go against national regulations, and for this reason it only provides the option for them to be paid by the seller. If the buyer realizes they are partly responsible for the mistake and offers to pay them, even better for you. Accept the return (in the Ebay procedure), tell them to ship it, and also tell them that when you receive the package you will refund the full amount (item + outgoing shipping costs).
PS. The fact that in the listing I stated that I accept returns with shipping costs paid by the buyer is irrelevant in the event of non-conformity (only legal provisions apply). That wording only applies in the event that the buyer changes their mind.
bye
mario