Buyer Is Forcing Return
A Buyer reached out to me asking for the sizing on an item of mine. Once provided a size, the buyer buys the item and pays. Buyer then messages me an hour later saying they needed a larger size. Not having the size available, I ask the buyer if they'd like me to cancel the order. They decline. I confirm that I will be shipping the item out. I upgrade the shipping for free. Buyer received the item and confirms that the item is too small, something the buyer knew prior to shipping. Without any other communication the buyer says they're shipping the item back. There has been no return request sent through eBay. Just a message with a tracking number. I do not offer returns nor is this covered by the eBay Money Back policy. Do I just send the item back to the buyer?
dhbookds
·3 years agoIf you relist the item.............PUT MEASUREMENTS in your listing.........
sextons-sweet-deals
·3 years agohonestly, you should have cancelled the order because the stated they needed a larger size.
When you list clothing, do you put the size and measurements in the listing? If not, you should take the time to do so. It will help with issues like this and cut down on shoppers asking questions.
inhawaii
·3 years agoThis is very simple.
If you get the item back (and it sounds like you will) just refund the buyer and re-list the item.
Be thankful that the buyer paid for the return shipping.
The end.
femmefan1946
·3 years agoSizing is not size.
What is the bust measurement on a Size Six by Ralph Lauren? By Chanel Pret a Porter? by Jessica Simpson?
Vanity sizing means the number on the label is meaningless.
You have to put measurements in the Description.
The Buyer is returning the garment? Good.
You don't have to pay return shipping.
Accept it graciously and refund on arrival.
Relist.
Then at midnight, gather a black rooster, a cigar, and a bottle of rum.
artcollector510
OP3 years agoThanks for the feedback!
ten_o_nine
·3 years agoVery simple, resolve as if you were the buyer, just because it's not covered by eBay MBG doesn't relieve you of your moral obligations.
fab_finds4u
·3 years agoNo, you can't send it back and forth like a hot potato. They can file a PayPal dispute and win because PayPal won't let you keep the money if the buyer shows they returned it to you. If they went to their credit card for a refund that's a $20 chargeback fee you're looking at.
mam98031
·3 years agoIf they used PP. But it is unlikely that most credit card payments go through PP anymore as Ebay can process them without PP now.
If the buyer did pay with a CC and if they were truthful with the CCC and said the item did not fit. If the seller lost the Chargeback, they likely could appeal it with Ebay since Seller protection would cover this particular seller on a Buyer Remorse return. It would be an interesting test. I'm not sure how it would turn out. But Ebay might just step up because that would have been the outcome if it were filed through Ebay.
soh.maryl
·3 years agoEven after you were informed by the buyer that he needed a larger size, you shipped anyway?
Why?
chapeau-noir
·3 years agoBuyer refused to cancel - the OP would have been stuck with an undeserved OOS defect.
I ask the buyer if they'd like me to cancel the order. They decline.
soh.maryl
·3 years agoStill think I would have cancelled, even with the OOS defect. Wouldn't that have avoided what is now happening with this transaction?
mam98031
·3 years agoWhat is happening now as the OP describes it is NOT a big deal. It is easy to handle. If the buyer actually returns the item, then just refund them for the product less original shipping and any non refundable fees. Relist the item.
If the item is damaged or used. Then simply don't refund the buyer. They aren't seeking the protection of Ebay by opening a dispute through them. That could be because they just prefer to handle it on their own as some buyers do or it could mean they have done this too many times an lost their buyer protection.
This doesn't have to be a big deal unless the seller makes it one.
chapeau-noir
·3 years agoI absolutely would rather simply take the return and refund than take an OOS black mark on my record for a year - that would be an easy decision.
oldwestcoins
·3 years agoThen block their bidder ID.
inhawaii
·3 years agoIf the buyer doesn't do his return through ebay, as far as ebay is concerned, no return exists.
chapeau-noir
·3 years agoIt's up to you - they voided their MBG by going outside eBay's returns process. I personally would simply refund item price as I go the path of least resistance in these cases - not sure why gifted them free shipping for something like this, but that's a loss for you. Or you could simply 'return to sender'.
oldwestcoins
·3 years agoPer eBay, you have to accept the return. A seller's no-return policy means nothing. The best thing you can do is always accept a return. That way you at least get the item back. eBay will always side with the buyer on a return. The buyer will get a refund and not have to return the item if you don't. Sorry, I am sure this is not what you wanted to hear. Just the facts. Have a good evening.
mam98031
·3 years ago@oldwestcoins
That isn't entirely accurate. If the buyer were to file the return request for the item doesn't fit. That is a Buyer's Remorse return and sellers with a No return policy have the option to decline a properly filed Buyer's Remorse return. If the seller wants to accept it, the buyer would need to pay for the return shipping.
Since this buyer hasn't even opened a claim. The seller has no obligation under the Ebay rules to refund the buyer. However I would refund them for the product but I would deduct the original shipping and any non refundable fees.
mam98031
·3 years agoThe return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.