Responding to a buyer regarding return postage cost
So one of my accounts accepts returns with the buyer pays return postage setting. This is new to me and I’m testing it out as I’m primarily used to having free returns on other accounts. Most of the items in this account are typically cheaper because quite frankly I don’t have to cover the cost of return shipping for remorse returns.
I have a buyer who clearly didn’t look at the size chart measurements (chest/shoulder/length) in inches and said his shirt was too big. “This Medium fits like a Large.†He says. Anyway, he files a remorse return for the Medium (doesn’t fit) and simultaneously buys a Small of the same item.
He then messages me as well as leaves me a neutral feedback complaining that he has to pay for “extra shippingâ€: 1 to return the Medium back to me, and 2 to have the Small shipped out to him. He says it shouldn’t be that way. I replied to him that our return policy states that the buyer is responsible for return shipping, and the Small shipping out to him is a separate transaction. Unfortunately USPS does not waive or refund shipping costs in these instances.
I thought we might be done there, but he comes back with a “You might offer to split the shipping charge though.â€
Let me know what you guys think of the reply I drafted to send back. “And you might offer to actually pay attention to my listing size chart and return policy terms and not mention this nonsense to me post sale.†ðŸ‘🻠I’m all ears if you have better response suggestions. Again I’m just used to having free returns so this is a bit new to me.
Regardless I’m already going to expect another non-positive feedback from him for the second purchase. I just hope the feedback removal gods will see the feedbacks eligible to be scrubbed.
mam98031
·1 year agoI use that return policy too. It works well for me. You can get that neutral removed once you complete this transaction. You are a seasoned seller, just be kind and professional and let them know they are responsible for return shipping because as a seller you did not make a mistake. Sorry they got the size wrong, but you offer all kinds of info in the listing on sizing.
Then just wait. See if they return the item. If they don't, the claim will auto close in a couple weeks or so because they didn't return the item. Which is just another legit reason to have the feedback removed.
Once you know what the outcome of this transaction will be. Then put them on your BBL.
mam98031
·1 year agoThis is for others as I know the OP has this info on the different types of return policies that sellers can have.
The 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.