Sales rules, I can't remove acceptance of returns
Hi everyone,
I apologize in advance if there is already a similar request, but this forum is huge and after more than an hour I haven't found anything.
I am a professional seller, recently on eBay. During account creation I saw that in order to be a "reliable" seller I have to enable the option to accept returns (Selling rules manager - create return rule - domestic returns accepted), so I went ahead and applied this rule.
After that I created all the listings to which the return rule was automatically applied.
After a month of activity I received a return request which, since I had already set up the rule, was automatically accepted by the system.
In short, I sell metal bars and in my listings I put the variants with the measurements in millimeters (mm), for example if someone wants to buy a bar they can choose the option between 100 mm, 200 mm, 300 mm etc. .
The return request I received prompted me to make this post: in short, the customer confused the 200 mm listing thinking it was 200 centimeters (cm) and ordered a quantity of bars that, for someone like me who is just starting out, is not insignificant. Besides, "can't you see that the price difference is enormous compared to the other listings selling the same material at 200 cm?" well, maybe I'm too clever!! Now this return request has non-negligible costs for me, since being "cut-to-size material on request" it is impossible that I will receive the same order again, so I would like to remove the rule that I accept returns (at least as far as this case is concerned).
The problem for which I am writing this post is the following:
When I go to edit the return rule and remove the flag from the box "domestic returns accepted" and click save, it gives me an error and puts the rule back with returns accepted. How can I remove it? As a professional seller am I forced to accept this kind of return?
Thanks in advance to anyone who can help me
technopartsbay
·2 years agoAs said above, you are obliged to accept the return, even if, since it is a customer's "change of mind" (who was asleep and confused cm with mm...) the return shipping costs will be at his expense.
If instead you have already accepted the return for "non-conforming material" you will instead have to send him a return label at your own expense.
sika700
·2 years agoHello,
you have a professional account, so you can't remove the returns rule, by law you also have to accept withdrawal.
Kind regards.
carpenteria-arcidiacona
OP2 years agoEven though it’s a custom-made piece, am I obliged to accept it? I mean, I’m not trying to dispute it, but I want to understand clearly... The customer requested a return for the wrong order because, and I quote, "Misread the dimensions. I thought they were 200 cm long." but in the listing it clearly says Length 200 mm.
Aside from the fact that the goods are damaged by the courier or by the customer (if I can prove it, of course) and so maybe I can make a claim against them, am I obliged to accept any return request? I can’t figure out where I can maybe see everything that’s established by law.
To give an example with another type of product:
If I order a custom-made hat that fits perfectly only on my head and then change my mind, can I return it? Even though it’s literally a made-to-order item and can’t be resold to someone else?
I’ll say it again, if you tell me that’s how it is, I’ll just accept it and that’s it, but it’s a bit depressing. I’m trying to sell a product that is almost nonexistent on the market the way I offer it, precisely because it’s custom-made, but because of people who can’t tell millimeters from centimeters I can’t be the one to pay for it, it seems unfair to me.
sika700
·2 years agoThe answer to all the above questions is YES.
Kind regards.
carpenteria-arcidiacona
OP2 years agoSorry, I may be stubborn, but I just hope to find support and therefore solve this. What are you basing your answer on? I don’t want to go against you, but what are your claims based on? Can you back it up with something?
Looking up the Consumer Code (by the way, the site is https://www.codicedelconsumo.it/), in art. 59 it says exactly what I’m pointing out above:
Art. 59.
Exceptions to the right of withdrawal (1)
1. The right of withdrawal referred to in articles 52 to 58 for distance contracts and contracts negotiated away from business premises is excluded with regard to:
a) service contracts after the service has been fully performed if performance began with the consumer’s express agreement and with acknowledgment of the loss of the right of withdrawal following full performance of the contract by the trader;
b) the supply of goods or services whose price is tied to fluctuations in the financial market that the trader cannot control and which may occur during the withdrawal period;
c) the supply of goods made to measure or clearly personalized;
etc.
marioelegio
·2 years agoYou cited the wrong law article. This is not something created for you, since the size was included in the listing and was chosen from a drop-down menu.
You can only refuse what you don’t normally sell and what you create only at the buyer’s request (e.g. 253 mm).
hi
mario
sika700
·2 years agoI’m replying like this because ebay is governed by the User Agreement that you clearly accepted when you registered on ebay.
You can cite all the laws articles you want, but the fact is that if the buyer has opened a return request on ebay and you “cling” to the legal articles... aside from the fact that ebay doesn’t care... you’ll lose time, money, items, and health.
Best regards.
carpenteria-arcidiacona
OP2 years agoEVERYTHING IS VERY CLEAR ABOUT WHAT YOU’RE TRYING TO EXPLAIN TO ME, BUT THE REST ISN’T CLEAR TO ME AT ALL... WHAT FOLLOWS IS WHAT I FOUND IN THE SECTION ON HOW TO HANDLE A REFUND REQUEST ON EBAY’S CUSTOMER SERVICE PAGE:
Buyers can always send a return request, even if your return rules say that you do not accept returns. You may have to accept the return depending on the reason it was requested.
If the buyer asks to return the item because it is damaged, defective, or not as described in the listing, you will have to accept the return. If the buyer opened the return request for another reason, for example because they ordered the wrong item or changed their mind, you may also choose not to accept the return. However, if possible, we always recommend providing users with an optimal experience.
It doesn’t seem to me that it says anywhere that I am required to accept the return, except in the case of damaged, defective, or not-as-described items in the listing. That I am required to do so is stated by the consumer code, but I can’t find any reference to it on eBay.
Now if, according to the consumer code, I am required to accept returns, that’s fine with me, but according to the consumer code as well the right of withdrawal does not apply to "custom-made goods".
Oh well, anyway it’s finally daytime, I’ll try contacting customer service and see what they tell me.
carpenteria-arcidiacona
OP2 years agoOkkkkk!!!!
Done talking to customer service!!!!
It’s exactly as I say 😊 !!!
Simply, I offered the customer a partial refund. If they don’t accept, I can simply contact customer service again and ask them to close the dispute since mine is a custom product and therefore the right of withdrawal cannot be applied.