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ANOTHER EBAY/PAYPAL SELLER QUESTION
emzee
Posts: 1,868 ✭✭✭
I sell PCGS certified coins on eBay and do not employ "free shipping". The following return policy is stated in my listing:
RETURNS: You may return a certified coin lot for any reason within 3 days of receipt for full refund of the purchase price. Buyer pays two-way shipping on returns unless I have erroneously listed the item in my description. I am not running an approval service -- if after viewing a coin in hand the buyer disagrees with the assigned grade on the holder, he may return the coin but pays for 2-way shipping.
I recently had an eBay paypal buyer return a PCGS graded coin (accurately graded, IMO), demanding I pay shipping as well as return his purchase price. A dispute has now been filed - anybody know how this dispute will be resolved by eBay/paypal?
Thanks
Michael
RETURNS: You may return a certified coin lot for any reason within 3 days of receipt for full refund of the purchase price. Buyer pays two-way shipping on returns unless I have erroneously listed the item in my description. I am not running an approval service -- if after viewing a coin in hand the buyer disagrees with the assigned grade on the holder, he may return the coin but pays for 2-way shipping.
I recently had an eBay paypal buyer return a PCGS graded coin (accurately graded, IMO), demanding I pay shipping as well as return his purchase price. A dispute has now been filed - anybody know how this dispute will be resolved by eBay/paypal?
Thanks
Michael
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<< <i>I sell PCGS certified coins on eBay and do not employ "free shipping". The following return policy is stated in my listing:
RETURNS: You may return a certified coin lot for any reason within 3 days of receipt for full refund of the purchase price. Buyer pays two-way shipping on returns unless I have erroneously listed the item in my description. I am not running an approval service -- if after viewing a coin in hand the buyer disagrees with the assigned grade on the holder, he may return the coin but pays for 2-way shipping.
I recently had an eBay paypal buyer return a PCGS graded coin (accurately, IMO), demanding I pay shipping as well as return his purchase price. A dispute has now been filed - anybody know how this dispute will be resolved by eBay/paypal?
Thanks
Michael >>
I believe paypal/ebay hold the buyer responsible for returning the coin at the buyer's expense. The fact that your messages now contain his demands will probably work in your favor should you seek to remove any subsequent bad feedback.
Since you do charge shipping your refund should include all monies except the actual cost to initially ship. If shipping costs were less than what you charged you should return the difference to the buyer. Three day return policy is a bit short unless he express mails it back to you. You might consider re-wording your return policy: "Refunds provided for graded coins returned within seven days of receipt. Please notify ASAP that a return is on its way. Your refund will not include my actual shipping cost to get the coin to you. Return postage paid by buyer. Refund paid upon receipt of undamaged item."
A return should result in no cost or profit to you except for the inconvenience.
Government is the great fiction through which everybody endeavors to live at the expense of everybody else. - Bastiat
to return.
bob
<< <i>I think you will lose. Doesn't ebay require a refund of price plus original shipping? It's the buyer's expense
to return.
bob >>
You are correct. Ebay does require the original shipping to be refunded also. Buyer is only required to pay for the return shipping.
You will loose.
<< <i>Ebay does require the original shipping to be refunded also. >>
Could you post a link to this policy?
<< <i>
<< <i>Ebay does require the original shipping to be refunded also. >>
Could you post a link to this policy? >>
Log into your eBay account and read the banner about buyer protection.
<< <i>
<< <i>
<< <i>Ebay does require the original shipping to be refunded also. >>
Could you post a link to this policy? >>
Log into your eBay account and read the banner about buyer protection. >>
Ok- that appears to be so if the seller sent an item that was not described properly, which is not the case here:
For item not as described cases, sellers may protect themselves from losing a case if they provide clear documentation that the item was described accurately and consistently throughout the listing and all associated communication. For example, cases may be resolved in the seller's favor when the seller provides documentation that:
1.the buyer complains that the item is used, not new, and the listing and all associated communication clearly and consistently describes the item as used, or
2.a defect in the item was correctly described by the seller, or
3.the item was properly described, but the buyer didn't want it after they received it, or
4.the item was properly described but did not meet the buyer's expectations, or
5.the item has minor scratches and was listed as used condition.
Michael
I guarantee you'll loose your assertian that the buyer is not entitled to the postage credit. You may also be subjected to a neg. fb from the buyer, win or loose. You need to ask yourself, is a neg. fb worth a couple of bucks?
<< <i>If you offer a return policy for any reason, such as yours, the buyer is entitled to the credit for the original postage. >>
Why?
edited to add... you state that as though it's a fact. When I asked you for a link to confirm this, I went to the eBay policy you referred me to and copy/pasted (above) info that clearly shows that eBay's buyer protection policy doesn't apply in this case. If you have any other info from the eBay website that backs up your assertion, please post it so that we may all be informed.
<< <i>
<< <i>If you offer a return policy for any reason, such as yours, the buyer is entitled to the credit for the original postage. >>
Why? >>
Because!!!
How sellers may be protected from losing a case
For item not as described cases, sellers may protect themselves from losing a case if they provide clear documentation that the item was described accurately and consistently throughout the listing and all associated communication. For example, cases may be resolved in the seller's favor when the seller provides documentation that:
1. the buyer complains that the item is used, not new, and the listing and all associated communication clearly and consistently describes the item as used, or
2. a defect in the item was correctly described by the seller, or
3. the item was properly described, but the buyer didn't want it after they received it, or
4. the item was properly described but did not meet the buyer's expectations, or
5. the item has minor scratches and was listed as used condition.
Based on the information in the original post (and assuming eBay follows their posted policy), the seller is not at risk of losing this dispute.
<< <i>Again, from here:
How sellers may be protected from losing a case
For item not as described cases, sellers may protect themselves from losing a case if they provide clear documentation that the item was described accurately and consistently throughout the listing and all associated communication. For example, cases may be resolved in the seller's favor when the seller provides documentation that:
1. the buyer complains that the item is used, not new, and the listing and all associated communication clearly and consistently describes the item as used, or
2. a defect in the item was correctly described by the seller, or
3. the item was properly described, but the buyer didn't want it after they received it, or
4. the item was properly described but did not meet the buyer's expectations, or
5. the item has minor scratches and was listed as used condition.
Based on the information in the original post (and assuming eBay follows their posted policy), the seller is not at risk of losing this dispute. >>
Obviously the above is not the case here...
If eBay has a del.conf.# showing the item was returned & received by the seller.
"If a case was opened and we have confirmation that you received the item, within 3 days we'll provide a full refund to the buyer that covers the cost of the item and original shipping."
ebay...received returned item.
Russ, NCNE
My only refund last year the guy came back and bought several more coins because even though I say buyer pays return shipping. I added what he had paid to the refund of his purchase which was listed as free shipping.
I believe in the old saying a happy customer will tell a couple of people about his experience and an unhappy customer will tell Everbody that will listen about his bad experience.
Edit to add that this customer had also purchased serveral items before asking to return the one mentioned above. Bought about eight total items IIRC.
<< <i>Here's the problem with splitting the shipping hairs on the buyer protection policy. >>
This is why I said "assuming eBay follows their posted policy". There's never any guarantee they will.
<< <i>Actually does it really matter from a customer care point of view give him a full refund to include shipping. >>
Depends on the seller, but personally, I have no interest in encouraging repeat business from individuals who ignore my terms of sale and then whine later about those terms. Of course, YMMV...
<< <i>That says that eBay will refund the buyer- it doesn't say the seller is required to. >>
And from whom do you think the money comes from?
<< <i>
<< <i>That says that eBay will refund the buyer- it doesn't say the seller is required to. >>
And from whom do you think the money comes from? >>
The links you posted (and referred to) explain that.
edited to add... once more, I guess:
How sellers may be protected from losing a case
For item not as described cases, sellers may protect themselves from losing a case if they provide clear documentation that the item was described accurately and consistently throughout the listing and all associated communication. For example, cases may be resolved in the seller's favor when the seller provides documentation that:
1. the buyer complains that the item is used, not new, and the listing and all associated communication clearly and consistently describes the item as used, or
2. a defect in the item was correctly described by the seller, or
3. the item was properly described, but the buyer didn't want it after they received it, or
4. the item was properly described but did not meet the buyer's expectations, or
5. the item has minor scratches and was listed as used condition.
It's actually pretty clear how this is supposed to work.