If the buyer changes their mind | Questions and answers among users

amyamalia88 · 2024-02-07T13:03:36.212000Z

Good morning, I’m writing about a problem that leaves me puzzled.On 1/13 the buyer purchased an item for sale, but unfortunately I didn’t receive any notification and only noticed it on 1/21 during my lunch break by pure chance. I let the buyer know that I would ship on Monday and apologized for the delay.On the morning of 1/22 I shipped the package via eBay shipping with the label providedOn the morning of 1/26 I received a request for item not received, and I told them that the package had been shipped on Monday, so it was normal for it to be late (the tracking code is there); however, the buyer told me the item was no longer needed and that they preferred a refund.The listing clearly states that returns are not accepted, however since in the end I am also partly responsible for the delay, I agree to refund them, I try to contact the post office but they tell me I cannot cancel the shipment and it must first be delivered and then reversed.I therefore inform the buyer that as soon as they receive the package, they will have to send it back to me (at their own expense, since according to the rules it states that if the return is due to a change of mind by the buyer, they must bear the shipping cost).Here the real drama begins: they reply with “absolutely not,” leave me negative feedback calling me dishonest, and open a counter-dispute with eBay, writing that I am lying (it’s not clear about what) and that although they asked me for a refund, I sent the package anyway.I pointed out that their refund request reached me 3 business days after I shipped, and that I couldn’t refund them immediately because then they could have kept both the money and the package. They did not reply to that.I respond to the dispute with the documentation I have, and the next day the buyer closes the dispute to open one with PayPal asking for the full amount (product + shipping costs).The package remained stuck at a storage center with the explanation that it was not possible to find the address, but that seems strange to me since eBay itself generated the label!A little while ago the package came back to me, everything seems fine except for the fact that the original label is no longer there, and the tape I had signed in triplicate is also gone and in its place there is regular tape (so it was definitely opened and resealed).Now I wanted to try to refund the buyer to close the matter (excluding shipping costs), but when I click to refund them I get an error: "At the moment you cannot issue a refund because there is an open dispute for this order. I wanted to ask:a) how do I then refund the user (excluding shipping costs)?b) since the transaction has in fact been canceled, after the refund could I have eBay remove the negative feedback? Thanks

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If the buyer changes their mind | Questions and answers among users | eBay Italy