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I don't accept returns for items that don't fit and buyer wants to return, what do I do?
Hi,
I'm a part time seller and can't afford to accept returns for items that don't fit. I received a request to return anyway. I'm not sure what to do. Do I stand my ground and decline the return and risk another bad review, or do I accept the return but make the buyer pay return shipping?
Advice please, thank you in advance
20 comments
simply-the-best-for-you
·1 year ago2024 thread
mam98031
·2 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. 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 use options 4 or 5 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.
mam98031
·2 years agoEven though you have a No Return policy, that doesn't mean you don't take returns or give refunds.
All sellers have to have return policies that meet or exceed the Money Back Guarantee.
Since you have a No Return Policy you do have the right to decline a Request for Return IF and ONLY IF the buyer files a proper Buyer's Remorse reason for the return. Any other kind of return request you need to honor and process or it could hurt the health of your selling account.
If you deny the return on a properly filed buyer's remorse return, you FB should be protected.
25kenwood
·2 years agoYou should present those terms up front in your clothing listings then.
chapeau-noir
·2 years ago@ecclectic_key I would just take the return - have the buyer open a return for 'doesn't fit' - they'll get a label and ship it back to you, you refund purchase price, list it and it will sell.
I used to be 'no returns' and it was a complete pain in the backside. I didn't lose anything by switching to 30-day returns save for a lot of heartache.
ETA: I meant to say - you don't have to take returns on everything - the policy can be set listing by listing.
ecclectic_key
OP2 years ago@buyselljack2016 @kensgiftshop @dqdistribution
Thanks for the advice! I'm going to deny the return. I think the buyer can leave negative feedback, am I right? Which sucks because Ebay will do nothing based on one damaging negative feedback I received. I previously had 100% feedback and ONE negative brought me down to 97% and it's a SLOW climb back up. I hate losing sleep
mr_lincoln
·2 years ago@ecclectic_key
Yes, the Customer can leave less than Positive Feedback ... I certainly hope they don't but please let us know how it works out for you. Nobody here wants to see you fail.
farmalljr
·2 years agoIt's your right to do that. The buyer can leave negative feedback AND open a charge back. Both of which is the buyer's right too.
Lots of times problems can be avoided by just taking the return. Let me say in advance "I told you so". Before you start a new thread asking how to fight an INAD chargeback. Because that is likely to happen. Kind of surprised your last buyer that left you a neg didn't file one. You may not be so lucky this time.
albertabrightalberta
·2 years agoI saw that neg and IMO, it sounds like you deserved that one. If I accept the buyer's comment, you advertised an item as new but it was clearly used.
I wonder why the buyer didn't just open a NAD return request.
In the case of the current buyer, again, you won't lose money - fees will be prorated, buyer will be happy and you should be happy that the buyer was honest enough to admit that it was the wrong size. The buyer could have lied and claimed it was NAD and you would have been obligated to accept the return, issue a FULL refund PLUS pay return shipping.
mr_lincoln
·2 years ago@ecclectic_key
What doesn't fit, the Orvis jacket? Or shoes?
I started a log of threads here on The Community with sellers who don't offer returns. Many stories are the same and could be avoided if they simply Accepted returns and you hit the nail on the head that if you decline you risk less than Positive Feedback. Not to mention the Buyer can simply turn around and file a charge back with their credit card company and if they win not only will you give up the money but they will keep the item AND eBay will charge you another $ 20 for losing the charge back claim.
I guess you know eBay has several return reasons that trump the No returns accepted setting, they force you to pay for the return shipping label.
In the end Returns are part of Retail sales. I think the No returns accepted setting has its place but not as a general return policy for all items. I think it would be fine for two choices on eBay's Item Specific's Grading system:
-Junk value - parts only
-Restoration required
I am an advocate of the Free 30 day return policy and have experienced a low return rate despite that. If you have confidence in what you sell and sell decent stuff you will most likely wind up with a low return rate.
It also allows you to take full advantage of Seller Protections when needed on a bogus return: Seller protections | eBay
theteamsetguy
·2 years ago@mr_lincoln ,
Amen!!!!!!
wilmul2010
·1 year agoI'm just a guy selling used/discarded stuff that is no longer useful to me on eBay. Getting tired of hearing "it's just part of retail" or "it's the cost of doing business." I'm not a business or a retailer, if you are.... great. Thing is, most of us aren't. I'm trying to turn things I have that someone else may want into some spare change, get some of my investment back, I'm not trying to be Walmart.
mam98031
·1 year agoSmall sellers make up about 80% of Ebay sellers. But not all of them are simply selling off stuff they have owned for years to create a little cash flow. Most are likely to be actual little businesses, but I don't have the stats on that, so it is a guess.
There are however a great number of casual sellers and they are an important part of the Ebay eco system. Still when selling in a public manner such as we ALL are here. It is ran more like a business while you have yourself set up as one or not.
Something you need to accept is that when you sell stuff on the internet it gives you a fantastic platform in which you can reach far more people in an effort to sell your products. With that comes rules. Oh Ebay has lots and lots of rules. Returns is one of those and it is important to process those the best you can and within the rules.
Your No Return Policy does NOT protect you like you may think it does. You can deny a properly filed Buyer's Remorse return, but you can NOT do that with an INAD. If a buyer files for a return that something is wrong with the product or its broken or not as described, etc. You will need to process that return or you can refund the buyer and let them keep the item.
glorybells
·1 year agoJust saw this phrase in one of your listings, “
kensgiftshop
·2 years agoI you don't accept returns, you can deny returns for fit issues.
If you accept it, the buyer would pay return shipping and you can deduct the original shipping they paid from the refund.
buyselljack2016
·2 years ago@ecclectic_key
If the reason selected was "does not fit" it would be a "remorse" return that you can decline.
toysaver
·2 years agoIf you don't accept the return eBay will refund and allow the buyer to keep the item.
dqdistribution
·2 years agoThis is not correct information.
This would only be the case if the buyer opened a non remorse return.
If the buyer opens a remorse return and the seller has the listing 'does not accept returns', eBay will not override it. They will honor it.
The ones eBay issues refunds for is when people think 'no returns' applies to all returns including INAD. You can't deny a non remorse return within the return window.
albertabrightalberta
·2 years agoNot true.
It's a remorse return request (fit) and the seller has the right to decline.
@ecclectic_key
I wouldn't decline the return. Although you aren't obligated to accept a remorse return, you have nothing to lose by doing so and will have a happy buyer.
If you accept, the buyer pays return shipping and since you charge separately for shipping, you don't need to refund the original shipping.
I would tell the buyer that you'll accept the return and once you receive it, you'll refund the purchase price.
mam98031
·2 years agoThat is not correct for a seller that has a no return policy and the buyer files a Request for Return that is a buyer's remorse reason.