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The Best eBay Return Message

I had a buyer that had 9 business days to send back their return.  I called eBay and they closed the return out.

Today I received this email.

“Hello,  The case to return this item was closed last week.  I’m asking you to please reconsider.  We have had a crazy few weeks, my husband broke his arm and we went on a family vacation for 5 days.  The item was sent back last week.  Please see the photos.  Please reconsider the decision and refund my original form of payment.”

It’s a very kind message.. but the best part of the message is that they sent me proof of the broken arm and a family vacation photo!  This was a good day on eBay!

Dear eBay Queen: Help! I’ve Been Blocked!

 

Dear eBay Queen:

I love to buy items from a certain seller.  I had a small problem with them a few weeks ago, and I just found out when I tried to buy some more items from them that they blocked me.  I don’t know what to do!  I’ve messaged them, and I have not heard back from them.  It’s only been a couple of hours, but I’m worried.

Here are the last two transactions I had with this seller.  I placed a rather large order for 4 different dresses in 4 different sizes.  I wanted to try each size on to see which one fit the best.  As it turns out the medium in one dress fit well and the Large in the other 3 fit well.  I opened a return request for the 12 items, and they accepted the return and I received my money back.

The second transaction was similar, but involved returns on some scarves and a jacket.  I purchase 4 scarves returned 2 and purchased 3 jackets and returned 2.  They accepted my return and I received the money back.

Never have I been rude or mean.  Do you think it’s because of the returns?  They offer free returns doesn’t that mean that it’s ok to return things?

When they message back, I will do anything so that I can buy from their unique eBay store.

 

Melanie R

 

Dear Melanie:

I think it probably has to do with the returns.

You purchased a total of 16 dresses.  You returned 12.  Purchased 4 scarves returned 2 and 3 jackets returned 2.  That’s a total of 16 Return requests opened for you.  When you opened that return request was your reason for return that they didn’t fit? or That you didn’t like the item?  OR was it because the items were not as described?

Since they have free returns, they had to pay return shipping on 16 items.  If the shipping was 5.65 per item that is 90.40 in return shipping fees they paid to have your items returned.

If you opened any of those returns for a reason other than “it didn’t fit” or “changed mind”  The seller received an invisible to you strike because your returns were due to the fault of the seller.  If you did that, not only did they pay almost 100.00 in return shipping, BUT they also could have their eBay metrics skewed by your returns.  When a seller receives high “faulty” returns they are charged more by eBay in their final value fees.

I don’t know how to make the seller accept sales from you.  I would be honest and let them know that you did not realize by opening that many requests could hurt their eBay account and bank account.  I might tell them if they let you buy again that you will not open return requests like that, you’ll go through them personally and send the items back in one box.

 

Update: Can You Guess What I Did Wrong?

I posted a LLOONGGG blog about an error I made writing an eBay customer.  The buyer received their money back.. and left me this lovely email.

 

Ahh. One of the simple joys of eBay.

Can You Guess What I Did Wrong with This Transaction?

All I can say about this post is.. What the French Toast?  I’m posting this, because an eBay Concierge CS person told me that I was in the wrong.  Read through this, and at the end, I’ll tell you what eBay said I did wrong.  Why am I doing this?  So that you won’t do what I did.

Here’s the story without the pics: 

The buyer purchased one listing for 2 curtain valances.  These valances were a sample, and the only one’s like it we had in inventory for the company I eBay for.  They are located in the “eBay Warehouse” instead of the big warehouse.  The significance of that is that it makes this a unique transaction for the picker and packer, so they remember this kind of thing.

  • Buyer messages says they only received one item and they want a partial refund.

**I am on my way to eBay Open and can not log into the VPN at the company.  So I am answering questions blind.**

  • I respond apologize and tell them I need to ask the warehouse if they left it out.
  • She wants a partial refund
  • I once again let her know that I need to get back with her on Mon/Tues with the information but I will give her a partial refund OR I will give her a label to send it back.
  • She proceeds to tell me she’s not sending it back and just wants a partial refund

Warehouse employee confirms that they shipped both AND I log into our shipping to see that the packages weighs more that 3lbs. Confirming that both were sent.

  • I message the buyer ask them to open a return request. (they do) and I provide the label.
  • The buyer calls me names, and refuses to send the item back wants partial refund.
  • I call eBay. eBay tells me I am doing the right thing.
  • More name calling and wanting a partial refund.
  • I call eBay again and they re-assure me that she has opened a return request and that they are going to insist she send it back NOT give a partial refund.
  • Saturday afternoon. They give her a partial refund and debit my account.

Any guesses why or what I did wrong?

Here’s how many times the buyer messaged me.

YES, that is 23 times

 

 

 

She told me she saw them on our site.  Since these were samples, I knew we did not have any on our site. So I asked for proof.

**this is where I knew she received both of them, so I told her she would need to send them back.

 

 

 

 

So if you read through this mess.  You saw that she threatened feedback and star extortion, she called me names, and refused to send the item back.  So here’s the outcome:

 

eBay gave the buyer a partial refund and did not wait for the return case to time out.  Why?  They said “You agreed to give the buyer a refund but didn’t issue it.”

When I told the buyer I would give a partial refund OR I would give them a label, that means to eBay I agreed to give them the partial refund NO MATTER what.    What I want to know is when the CS person at eBay reviewed the messages between the buyer and myself, did they think it was ok for the buyer to use feedback extortion and curse and call me names?

What do you think?

September 2019
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