Buyer wants refund/return bracelet that is too big for them. Size was listed- I have no refunds
Buyer wants to return for refund bracelet they bought. Reason-it doesn't fit. Size was listed on the sales post. I have a no refund policy. I ask for a picture of their wrist with a tape measure or ruler-they want to take a picture of them wearing the bracelet-turns out it is too big and they are afraid it will fall of and they will lose it. Do I refund/accept the return?? Or stand my ground and have eBay do what they do???
44 comments
vammy151
·11 months agoI have a stated no returns policy, but I’m revising. I always take the return anyway, I just think it discourages people who may be buying something to wear to an event and then they don’t need it anymore. I’m changing that to a returns accepted within 2 weeks of receipt. So far only 2 of my listings reflect that, but I’m not in a big hurry to it and I don’t know how bulk editing works yet. But I agree with everyone else, take the return. You don’t want eBay to handle it, unless they’ve been nasty about it. I do make the buyer pay shipping costs because I don’t get that black and I don’t earn enough money anyway.
jonathanbrightlight
·11 months agoI’m only a very occasional buyer on eBay, but I do always look for Free Returns. I know the eBay Money Back Guarantee well, but it’s just easier if the seller has a general free returns policy, and feels like the seller is more interested in providing good customer service. I know from other posts on these boards that that may not be an accurate characterization of those sellers, but most buyers do not, so the impact on their trust level is likely much higher.
johnrj1226
·11 months agoGood call.
Plus a no returns policy can discourage a potential buyer as well. I for one will do a "walk on buy" Some sellers will make a return hard to do.- even for a legit return reason..
boomersbiz46
·11 months agoI agree, no big deal. just tell them to return it for a full refund, sometimes, they just won't bother as they don't know how to get the label. I have had that happen a few times when the item just wasn't right for them. You did nothing wrong, and to make everything good...just be nice, and tell them to return and of course, say you are sorry, it didn't work for them.
johnrj1226
·11 months agoYou have a no return Policy,
eBay provides the buyer with a 30 day Money Back warranty - shown on your listing like this >>>>..
Shop with confidence
rugerskick
·11 months agoClearly a remorse return based on buyer comments.
Say if they pay to return it, you will take it back. Then only refund them the item cost once its back in identical condition. Don't refund the shipping they paid to mail it to them.
If they are accepting of this in email/writing and you have this as proof, go ahead and let them return it. Unless you are afraid they will send back a letter/empty box/junk scam. Then no.
They can't pull an INAD on you because their initial emails the problem reason is because its too big for them, they made the error, not you. They didnt say it was broken or not as described. So even if they try that you have their own emails showing thats not the reason they gave you for the return. If they do contact ebay and have them see the emails confirming they are abusing the inad money back guarantee (mbg) and trying to force you to pay for the return. Also report the buyer for abusing the mbg with a false inad claim.
adamcartwright
·11 months ago@rugerskick
No grounds to report the buyer here.
Buyer requested a remorse return for "doesn't fit."
Buyer is not abusing anything
rugerskick
·11 months agoBased on your comment to me, you don't read others comments acurately and instead, skim over them very quickly. Then rush to post an objection. Not helpful here.
albertabrightalberta
·11 months ago@rugerskick
Although the OP/seller can require the buyer to pay return shipping, they can't deduct original shipping because the listing was "free" shipping, meaning the seller paid it. (Had the seller had a separate shipping charge, they could have refunded just the purchase price and not original shipping.)
jbbowers12012
·11 months agoHi, It is best to just accept the return & avoid any future issues. But, do not refund your buyer until your item has been returned to you and you are satisfied with its returned condition. Nothing good can come from refusing a return request. Good Luck!!
kandf_vintage_finds
·11 months agoYou asked for a pic of this on the wrist?
Really?
Accept the return
When you receive the item back refund
Relist
Brace yourself for a negative
Why do sellers continually needlessly engage with such dialogue with buyers?
marnotom!
·11 months agoFor what it’s worth, I see returns are offered on the listing, but perhaps that’s because I’m in Canada and the seller uses eBay International Shipping.
 
@arts4pat, don’t confuse “no refunds†with “no returns.†I see nothing in the listing about “no refunds.†If you have a “no returns†policy—which I think is the case here—that means you don’t want the item back and you leave yourself open to refunding without requiring a return.
kensgiftshop
·11 months ago@arts4pat
You don't have to accept the return since you have a no return policy.
Buyer could do a chargeback and get a refund from your account and keep the bracelet.
arts4pat
OP11 months agoThat would suck big time. Wonder if they know that? They have a weird name and no stars. Got a picture from them wearing the bracelet-it fits as it should for a bangle. How would you proceed? Years ago I had it that I didn't sell to buyers with under a certain amount of stars. Does eBay even do that any more?? Thank you for answering!
hartungcards
·11 months ago"Wonder if they know that?"
Do you really want to take that chance? Just accept the return and at least you get your bracelet back, instead of giving it away for nothing.
fern*wood
·11 months agoAs far as I know stars are only given for sellers since they are Detailed Seller Ratings. The only part of feedback that might offer you a clue as to what type of buyer you are dealing with would be the feedback they leave for others.
I feel if someone wants to return an item, they usually figure out a way to do so regardless of the return policy. I offer returns so buyers that are honest about remorse returns can do so without hurting me. They pay the return shipping, I can deduct the initial shipping and then relist.
kensgiftshop
·11 months agoI accept returns.
I would tell them to return for a refund.
If it's a remorse return, they would pay return shipping and you could deduct any shipping they paid from the refund.
Since I've been here, there hasn't been a way to block buyers based on feedback.
albertabrightalberta
·11 months agoBy "certain number of stars" do you mean you want buyers to have a certain number of feedbacks?
If that's what you mean, no you cannot disallow a newbie from buying your item. Every one of us was new and had 0-feedbacks at one time because we all started somewhere. Ebay thrives on buyers and wants to encourage new members to join.
(What ebay does allow is for sellers to restrict the number of items a newbie can buy from you within a certain period of time, but this isn't that type of issue.)
soh.maryl
·11 months agoIt's always unpleasant when you have a buyer initiating a return, especially in a high dollar item like that. Noticed that you actually had the measurement in the listing title which is always a good thing.
Maybe when you get it back and relist it, you might want to make that measurement more obvious by mentioning it several times in the descriptio
arts4pat
OP11 months agoThank you for your response. I haven't said yes to the return as my store policy is no returns. I got a picture of the person wearing the bracelet-it is too big for them. They are afraid it will fall off and get lost. They are wearing other bangles in the picture so should have known their size. Seems more like buyers remorse.
hartungcards
·11 months ago"I haven't said yes to the return as my store policy is no returns."
Your store policy is about to cost you an expensive bracelet. If they actually sent you a picture and are still claiming it's too big, do you really think you're going to change their mind? Maybe it is just buyer's remorse, but that's kind of irrelevant at this point.
pennpicker
·11 months agoYou can keep your store policy but keep in mind there are times you should allow returns as eBay's return policy for buyers overrides your no return policy.
No, you cannot block low or no feedback buyers or those with fewer stars than you deem acceptable. You can block those that have two or more strikes for failing to pay for their items during the previous twelve months.
chapeau-noir
·11 months agoTake the return as 'doesn't fit' - eBay will issue a shipping label, they return it to you, you refund. Relist the bracelet.
albertabrightalberta
·11 months ago@arts4pat
"Wrong size," "fit," etc. are considered remorse returns and you aren't obligated to accept them. However you have little to lose by accepting because you'll get the item back to resell and can make up for this lost sale.
Also for a remorse return you agree to accept, you can choose the option to have the buyer pay return shipping. Ebay issues the label and after it's used, the cost of the return shipping will be automatically deducted from the buyer's refund.
You have "free" shipping so any remorse refund you send or agree to must include the full purchase price. If you charge separately for shipping, that shipping amount is allowed to be deducted from the refund with only the purchase price being refunded.
christworks
·11 months agoYou indicate, but don't explicitly say, if the buyer has actually opened a return or if they have messaged you asking if they can return. I will address how I'd handle both situations. Everything I say assumes you clearly stated the size of the bracelet in at least two places in the listing, and have clear photographs showing the measurement. If you don't have these things, then everything the others told you apply IMHO.
If the buyer has opened a return using the reason that it does not fit, that is a buyer's remorse return. eBay gives you the option to decline that return. This should be declined without any engagement. If a buyer were to leave negative feedback because you enforced your own policy within eBay's guidelines, eBay will remove that feedback.
If you decline the remorse return, then the buyer opens a INAD (I'm not even 100% sure they can do this), there is no reason to fear here as you already have the evidence of return abuse. What you would do is contact eBay before accepting the return. The rep can pull up the item and the exchanges you've had with the buyer. The rep will advise you how they want you to proceed. What will likely happen is they will tell you to accept it and refund, and that they will make a note on your account that eBay is to refund your shipping costs both coming and going after you've done that. Though they could tell you to let it expire and, if the buyer files a case against you, it will already be noted on your account what happened and the case will close in your favor.
If the buyer has messaged you and stated they would like to return it because it does not fit, then this has to be handled with care. I would say something like, "I am so sorry to hear it does not fit. Unfortunately, returns are not available for this item. This policy was stated in the listing. I appreciate your understanding." Sometimes a message like is that is all that is needed to get a buyer to move on.
If the buyer does then open a INAD, you would need to accept the return, then once you get it back, report them for return abuse and point to the messages they sent you. Then, refund them. After a couple of days, contact eBay, and you may get a rep who refunds your return label costs.
The problem, as I see it, is that you've engaged. By engaging as you have it sends the signal to the buyer that you are willing to consider a return. This makes it a lot harder to not accept the remorse return at this point. You certainly have a right to not accept it, but given how you went about things before coming here, I think I would proactively apologize and accept the return. Your request to them was rather rude and I think an apology is warranted.
Sellers have a knee-jerk reaction to returns and are so scared of a INAD or negative feedback they will agree to any return for any reason at practically any time. This is exactly why some buyers do the cr*p they do. Sellers who are so afraid eBay will side against them. Contrary to what is posted here quite often, eBay does not always side with the buyer. If that were the case, you would not have so many buyers complaining how eBay always sides with the seller. Both of those sentiments can't be true and neither are true.
bonjourami
·11 months agoI totally agree with you on the remorse return, but the buyer may then turn to their cc, and we know how that always ends.
christworks
·11 months agoThey could, yes. But, sellers need to start fighting back on these issues. Eventually a buyer's luck will run out with their bank/credit card, because financial institutions will start suspecting fraud if this happens repeatedly. The seller, as far as I understand, has evidence that the buyer received the item, and that it was as described. Not to mention evidence that the buyer otherwise liked that item but it didn't fit them. All of that can be provided should a credit dispute arise. A bank or credit card is not guaranteed to side with their customer. I will never be a Bank of America customer again because they sided against me on a charge that I disputed. I also left Chime earlier this year for the same reason. (These were non-eBay issues). My point is that it isn't guaranteed.
Because of the Big River website, lying about a return practically seems normal. In fact, I won't place the blame entirely on that website. Walmart was indirectly encouraging this behavior when Jeff was still selling books out of his garage. I can remember taking the corded phone I bought for my dorm room back to Walmart 3 years later because it stopped working. This was early 2000s. I was very wrong in doing that, but they took it back even without a receipt. Businesses as a whole need to push back on this and call it what it is: Stealing.
It is easy to see things in the negative because of all the garbage we see posted here or maybe we've been bit once or twice personally. So long as sellers keep rolling over, buyers will keep taking advantage. But eBay is showing signs of cracking down, and are about to make changes to how returns work for items that are listed as parts.
Where I do strongly agree with others on that it is far better to just offer 30-day returns. I would take it step further and offer 30-day free returns. Doing so eliminates many, many headaches, and as long as you are being accurate in your descriptions, you really don't get any additional returns by making the change. There is A LOT to gain, but very little to lose.
tinsoldierunderground
·11 months agoA large number of those situations where buyers complain about ebay siding with the seller, are due to their own ignorance of ebay policy, which often leads to them mishandling their return/refund request.
house*of*paws
·11 months agoHi @arts4pat
I don't understand why you would ask the buyer for photos if you don't want to accept a return. That sounds mean ... and I'm sure that's not your intention.
Do you have a solution to offer the buyer after seeing the photos ... like possible resizing?
hartungcards
·11 months ago"Do you have a solution to offer the buyer after seeing the photos ... like possible resizing?"
Or maybe the buyer could just put on 30-40 pounds.
soh.maryl
·11 months agoHow much of that 30-40 pound weight gain would be on the wrist?
And how long does the average person take to gain that much weight?
Just curious.
hartungcards
·11 months ago"And how long does the average person take to gain that much weight?"
A few meals at McDonald's usually does the trick.
soh.maryl
·11 months agoWill keep that in mind. But can you specify how much of that Big Mac weight gain has to go to the wrists, or to a single wrist?
Wouldn't want all that weight gain to just one wrist so that I wouldn't be able to get into my coat sleeve.
PS: To those of you who take this seriously, please don't.
house*of*paws
·11 months ago@hartungcards
LOL. Gaining 30-40 pounds is not known to increase one's wrist size. Waist, yes ... wrist, no. 😖
arts4pat
OP11 months agoI'm not a jeweler. It can't be resized. Buyer sent a photo of her wearing the bracelet. Yes, I offered her a solution, she is sending the bracelet back. If it is not damaged she will get a full refund. I work with my customers. Reason for the photo was to see the size of her wrist-it is the same as mine-the bracelet fit loose and she was afraid she would lose it. Now she knows her wrist size.
reellovers
·11 months agoReturns are always a bummer but lucky for you, they told you before initiating the return request. I would accept the return and get them the return shipping label as soon as the return was initiated. As soon as the item is received I would then refund the buyer to ensure they actually ship the item back to you in the same condition she received it. Letting them know the process you typically accept returns might still allow you some positive feedback and help you in selling them another item in the future. Just because you have a return for the item doesn't mean you can't relist that bracelet after an inspection and slight cleaning. Good luck!
arts4pat
OP11 months agoThank you. She is returning it. She has to pay return label cost. Item is to be returned in same condition as it was received. This was my 1st return in 23 years of selling on eBay. The bracelet was too big for her. She wanted to return it because she was afraid she would lose it.
hartungcards
·11 months agoYou lost me at, "I ask for a picture of their wrist with a tape measure or ruler."
pickapaper
·11 months agoAccept the return. And do not refund until you get the item back.
I'm emphasizing this because @12345jamesstamps has the right things to do in the above post but posted them kind of out of sequence:
"To offset this I would do the refund ASAP with an apology.
There are refunds even if you have 'no refunds' stated.
How they open an eBay claim I don't know as to buyer paid for shipping or you need to send a return shipping label.
But buyer needs to open a claim first of course.
And you need to get it back before a refund."
tinsoldierunderground
·11 months agoYour 'no refund' policy is null-void-moot if the buyer is motivated to open a case against you.
If the buyer opens an INAD (item not as described), you'll be required to provide a return shipping label, and to refund the buyer once the item is returned. If you ignore this and let ebay handle it, they will refund from your funds and the buyer keeps the item.
monica-sells
·11 months agoWhat's the big deal? Accept a return...when you get the item, initiate the refund and resell.....
If you don't, it's like that 3 a.m. phone call....nothing good is gonna happen.....
(you don't want ebay to "do what they do"......)
If you asked me for a tape measure on my wrist, I would extend an appropriate digit in the frame as well as use Millimeters......
lacemaker3
·11 months ago@arts4pat
Do you have an option to reject the return request, or not?
Even if you do have that option, you should know that if you reject the return, the buyer may choose to file a payment dispute. If they do that with the reason "not as described" then they will probably get their money back from the credit card company, you won't get the bracelet back, and you may or may not have eBay seller protection. If not, then the refund will be recovered from you, plus a $20 fee.
If you don't have an option to reject the return request, then you should accept it within the time frame given. If you allow eBay to step in, then in this situation, they will accept it, refund from your money, and you won't get a credit for the eBay fees. The buyer may or may not have to return the item, so you might not get the item back to sell again.
FYI, you can't have a "No refunds" policy on eBay. You are allowed to sell with a "No returns" policy, but if they buyer claims that an item is not as described, then they are entitled to get a refund from you. But you may not get the item back.
If you want to get the item back, then you should accept the return request, with apologies that the buyer is not happy with the bracelet. Then you can wait until the item is returned before you refund.
arts4pat
OP11 months agoI've had a no returns/refunds policy for 23 years with eBay. In those 23 years - this was the first time someone wanted to return something. That is why I reached out to the community.
12345jamesstamps
·11 months agoRefund the buyer.
And I would never ask a buyer 'of their wrist with a tape measure or ruler'.
You might have made perhaps the buyer angry at this and might not get a nice feedback.
To offset this I would do the refund ASAP with an apology.
There are refunds even if you have 'no refunds' stated.
How they open an eBay claim I don't know as to buyer paid for shipping or you need to send a return shipping label.
But buyer needs to open a claim first of course.
And you need to get it back before a refund.
Be aware...some buyers are lazy and don't return the item...thus no refund.
Buyers are not used to the complicated return process sometimes...thus the seller does sometimes win.