Buyer wanting return, unhappy w/USPS delivery date
Hi, I've received my first return request, but I'm not at fault so am wondering how others have handled cases like this.
A buyer purchased an item on a Thursday & chose USPS ground delivery. I shipped on the Saturday. Like so many packages these days going across the country, it got hung up for a day or two somewhere, but was delivered within a decent time frame.
Now she wants to return because it "didn't arrive in time for an event". My listings state no returns, & I've told her I sent it within normal ebay time frames & am not responsible for USPS delays.
Thoughts? Not sure where things go from here.
17 comments
bellafortunate
OP7 months agoThank you everyone who shared their thoughts & experiences; I really appreciate it. She has indeed been dishonest in selecting "Doesn't match description or photos" despite everything being about the arrival date, so she clearly knows what she's doing. I guess capitulating to the return is probably the path of least resistance & money loss for me, which galls me, but it sounds like things are stacked against sellers.
inhawaii
·7 months agoYou ARE responsible for usps delays.
It may not be your fault, but it is your responsibility.
I would accept the return and refund when you get the item back.
It's good customer service. Good karma.
jonathanbrightlight
·7 months agoSo, I don’t agree that a buyer has a right to return an item for that reason, and since they chose the correct reason for the return request (from what I can understand), you can deny it. If they’re an honest buyer, which most are, that will be the end of it, but it’s always possible they aren’t. If they are determined to cause an issue, info on how to force you to accept a return (dishonestly) or even get a refund without returning it is unfortunately readily available online. Sometimes you can keep them from succeeding, but not always, and it would be a potential hassle. Sometimes the path of least resistance is to let them return it even if you normally wouldn’t, especially since they would be paying the return shipping and you wouldn’t have to refund the outbound shipping. That doesn’t make it right, but your goal should be the lowest risk option in most cases.
meme6253
·7 months agoYou should just accept the return, If the customer involves Ebay you really don't want that to happen, Customer has a right to return the item.It's unfortunate that it was delayed,But these things happen.
tobaccocardyahoo
·7 months agoI get few enough returns, have a no returns policy, and have a long handling time to discourage buyers who do not truly want my items.
If the buyer is not overly offensive, I accept all return requests.
Last thing I want to deal with is any disputes which will waste my time.
inhawaii
·7 months agoSame here and I agree with you.
12345jamesstamps
·7 months agoBuyer needs to open a claim before even responding to their email.
There are always returns with eBay...but unless the buyer didn't open a claim I wouldn't do anything.
'didn't arrive in time for an event'...silly...buyer should have bought it in a brick and mortar store if they have a time frame.
A blocked buyer to add to anyone's list as well.
bgt_masters_of_tiki_d
·7 months agoIf they file a return for any reason other than an INAD you can deny it if you want. If they are dishonest and file it an INAD you have to accept it. If they leave you bad feedback for shipping time and you shipped within your stated handling time it will be removed.
Ebay's 30 day money back guarantee means jack squat for remorse returns if you have no returns as your return policy. Some dishonest buyers will lie and file it as an INAD anyways to get around it. There isn't much you can do with that other than report them which does little to nothing.
caldreamer
·7 months agoeBay Return System is automated, and reason customer selected from "dropdown menu" determine who is responsible for "shipping costs".
Did your customer open an official "return request" what does the reason stipulate? Verbiage "late for an event" does not matter (what matters is reason customer selected from dropdown menu on EBAY Automated System when opening this return). If reason "changed my mind or does not fit" (you do NOT have to accept this because you have "no refund" policy). However, if you decide to accept it, CUSTOMER pays ALL SHIPPING both ways (you only refund "purchase price).
Just so you know for the future, EBAY 30-Day Money Back Guarantee (SUPERSEDES "NO RETURNS" POLICY) allows customer to get refund using reason "did not receive item, not as described, counterfeit, defective, missing parts." SELLER responsible for ALL SHIPPING (both ways). If you refuse to ACCEPT RETURN eBay will give customer an immediate refund (with your money) and allow them to keep this item. Also, you will be a "defect" against your account for not following the rules.
tarotfindsandmore
·7 months agoOP, you can certainly fight the return if you wish to. Unfortunately, that choice has the potential to make for a much bigger headache than simply accepting it and relisting the item. If the return hasn't yet been initiated and you give the buyer a hard time, don't be surprised if they change the reason for the return to an INAD. If it comes to that, you will be forced to accept the return, pay the return shipping, AND earn yourself a defect in addition to the potential negative feedback.
As a seller with very little feedback (as a seller), this will then push all of your currently listed items to "the back of the bus" with the algorithm, giving them even less visibility than they currently have. So, in the end, you have to ask yourself whether you'd like to continue making sales, even infrequently, or whether you want to win this "on principle" and watch your sales completely collapse.
pickapaper
·7 months ago@bellafortunate
Sounds like you are not familiar with eBay's Money Back Guarantee. Just be glad she used time frame as a reason to return. Others have given you options for this.
If she had filed an "item not as described", you would have had to issue a label for the return of the item and then refunded when you got it back, or if you didn't want it back or not worth the postage to pay to get it back, just issued her a refund without the return of the item. (Sometimes buyers lie about the condition so that the seller has to pay to have it returned.)
Even if your listings say "no returns", eBay's Money Back Guarantee overrides that in the case of INAD claims.
tarotfindsandmore
·7 months agoAccept the return, refund the buyer once you have received the return (do not refund before that time), appeal any negative feedback. 🙂
bonanza125
·7 months agoThe buyer has the right to return the item. Now they should be selecting a reasoning where they are responsible for shipping cost back cause carrier delays are not on the seller. Just accept the return and be polite about it. They once you receive the item back into your hands relist it. This happens in online business. Sometimes you will get buyers who need items quickly. That's on the buyer to know when they need the item by. 1 week or less out from the event is not reasonable timing and that's something to point out to the buyer. The buyer should've made this purchase 3 to 4 weeks in advance or else purchased local.
stainlessenginecovers
·7 months ago@bonanza125 No they do not. Why would you say that??
If the item is NOT past the 'estimated delivery date' and the item is shown with 'no returns' then they have NO right to return the item unless they use a lying reason.
bonanza125
·7 months ago@stainlessenginecovers
"If the item is NOT past the 'estimated delivery date' and the item is shown with 'no returns' then they have NO right to return the item unless they use a lying reason."
If a buyer wants to return an item they will say whatever they want to return that item within the estimated delivery date. Which is why "No Returns" is meaningless within 30 days. Yes buyers will lie to return an item on the sellers dime which is why it's best to word things politely. When reported to Ebay they will just tell you to accept the return so which is why it's best to be polite. Accept the return and move on.
stainlessenginecovers
·7 months agoA 'lying' buyer does NOT have the RIGHT. You said they have a RIGHT to return it.
They don't have the RIGHT to lie either, they are simply CHOOSING to do so.
kibble-net
·7 months agoSounds like you caught a lucky break.
Since the buyer listed time as the reason, and not an actual problem with the product, you can safely deny the return.
If you receive a bad feedback related to delivery delays, ebay will remove it too.
You aren't responsible for USPS delays. You've done everything in the right.
That being said, if you feel like it, you can accept the return, and have the buyer return it on their own dime. You don't have to refund them the original shipping paid either. So it may not be worth it to them to return it even if you let them. Up to you whether you want to let them know this.