Kann mir jemand bei meinem Problem helfen? Ich habe eine Smartwatch orginalverpackt und neu verkauft. Der Käufer hat die Ware am 29.12.2014 erhalten und am 21.01. Ebay eingeschalten, da angeblich das Produkt erheblich von der Beschreibung abweiche und defekt sei. Ich habe von Ebay diese Nachricht erhalten und weiss jetzt nicht was ich machen soll! Hat jemand Ratschläge? Ich habe bereits mehrer Mails an Ebay geschrieben aber nie Antwort erhalten. Natürlich möchte ich das Geld nicht zurück erstatten!
After reviewing the details of the case, I see that you are required to pay for the shipping charges associated with returning this item. We want you to be successful as a seller on eBay, so as part of an effort to build trust and engagement with potential buyers, we made a change in September 2014 which requires sellers to pay for return shipping any time an item is not as described. This will create a retail-like returns experience that will ultimately drive more sales for you as a seller.
To allow you and your to find a return shipping solution that is satisfactory for you both, we have put this case on hold for 5 days.
The options we recommend are to send your buyer a prepaid return shipping label or to send your buyer money through PayPal to cover the cost of return shipping. You can also issue a full refund to the buyer without requiring a return, which will close the case; this can be done from the Resolution Center.
There are several benefits to you resolving this case on your own:
You'll provide a better buyer experience, which may result in better Feedback and detailed seller ratings. This won't count as a “case closed without seller resolution” towards your seller performance standards. PayPal funds for the sale, which are placed on hold when a case is opened, will be released and applied to the refund. Your eBay and PayPal fees will be automatically credited to your account when you issue a refund.
If you haven't resolved this issue before the hold is released, eBay will be forced to take the following actions:
We'll close the case in the buyer's favor and will not require them to return the item. We'll count this as a “case closed without seller resolution” towards your seller performance standards. We'll refund the buyer and then seek reimbursement from you. You won't be eligible to receive a credit for eBay and PayPal fees.
I hope this email explains the importance of working with your buyer to resolve the issue of return shipping costs.