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Customer Doesn't Like the Color
Do I have to accept a return from a customer if they don't like the color? I accurately described the sweater and now he wants a full refund and for me to pay return shipping too. I have in my listings that I don't accept returns. He is stating that he purchased the sweater based on the color his computer/phone showed. I know everyone's screens can be different, therefore I listed that the color was tan, beige, light brown or similar trying to cover all bases. He is saying that the shade is 2-3 times lighter than the color he sees on his computer and he is blaming me for not taking an exact picture and the lighting was wrong. I offered him several solutions so far: re-sell the sweater himself, donate the sweater, gift the sweater to someone else, all of which offended him, so then I offered for him to keep the sweater and that I'll refund 1/2 the value or return the sweater and I'll refund the cost of the sweater but not the shipping.
By the way, he already got 1/3rd of the price originally since I accepted his offer. He had the opportunity to ask questions before purchase, in which he did actually ask for the measurements, but then he said nevermind, that he will take the chance on whether it would fit or not, before I was able to measure it.
Will eBay take his side? He already threatened me that he was going to contact eBay.
I asked the eBay AI chat and it stated "You are not required to pay for the return shipping if the buyer is returning the item because they changed their mind, such as not liking the color." And "You can choose whether to accept returns for change of mind reasons, but you are not obligated to accept them or pay for return shipping in this case."
I don't think I should be liable to pay shipping and refund him everything. How will this play out?
disneyshopper
Mentor4 months agoSince the buyer stated he didn't like the color, that is buyer's remorse. Since you have a no returns policy, you can decline the return. If you decide to accept the return, the buyer pays return shipping.
lanight_3
OP4 months agolady_madonna
Mentor4 months agoWhen the buyer filed the Return Request, what reason did they specify within the return request details?
lady_madonna
Mentor4 months agoEbay's Money Back Guarantee for buyers overrides your "No returns" policy.
When the buyer files the return request due to item not as described, you are obligated to approve the return request, provide the prepaid return shipping label and issue a refund upon receipt of the returned item.
Please read this >> https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115