How do I decline a return? I have a no return policy.

[girlwithagig]

How do I decline a return? I have a no return policy on my listings. The item in question (shoes) was correctly represented. The person wants to return it due to fit.  She says they are too small and wants a full refund. I don't see an option to decline a return. Thanks in advance!

[ferncliff-39]

@girlwithagig 

What reason did she select for the Return - "doesn't fit" or "doesn't match description"

"No returns" as you know only applies to buyer's remorse - fit issues fall under that, description issues OTOH require a return or refund acceptance.

[lady_madonna]

@girlwithagig 

You can only decline a return if the buyer is returning the item because they changed their mind (didn't fit), and your return policy stated you don't accept returns. Here's how:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Decline the return and then Continue.
4. You have the option of entering your reason for declining the request, but it will not be visible to the buyer.
5. Select Decline return.

The return request will then be closed.

If the buyer stated "doesn't match description" then you will be required to accept the return.

[kensgiftshop]

@girlwithagig 

If there is no option to decline the return, sounds like the buyer filed an INAD.

When they file an INAD, the MBG overrules your no returns.

[girlwithagig]

Thank you for responding! Yes, the buyer claimed the item (shoes) was not as described. When I asked her what the exact issue was she finally responded the next day and said they were too small. So, the item was exactly as described, (in both text and photos), they just don't fit her, so she's saying that's why they're not as described. At least I now know why I couldn't find the 'decline' button. Hopefully, I'll be able to get through to ebay customer service to get this resolved.

[girlwithagig]

Thank you for your response! Unfortunately, the buyer FALSELY stated "doesn't match description". I asked her what the issue was (twice) and she finally responded the next day and said they don't fit. I really don't want to accept this return. I hope to get through to ebay customer service to get this resolved.

[girlwithagig]

No, I didn't know "no returns" only applies to buyer's remorse. That makes no sense to me. (Of course I have accepted returns when justified.)  Anyway, the buyer FALSELY stated "doesn't match description". I reached out to her twice to ask what the issue was and she finally responded the next day and said the shoes don't fit. In my opinion, I should not have to refund her or accept a return as my description in words and photos was accurate.

[girlwithagig]

Thank you for your response!

[lady_madonna]

@girlwithagig 

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@girlwithagig wrote:

No, I didn't know "no returns" only applies to buyer's remorse. That makes no sense to me. (Of course I have accepted returns when justified.)  Anyway, the buyer FALSELY stated "doesn't match description". I reached out to her twice to ask what the issue was and she finally responded the next day and said the shoes don't fit. In my opinion, I should not have to refund her or accept a return as my description in words and photos was accurate.

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Unfortunately, Ebay will not take your opinion into consideration when requiring you to accept the return request, provide a pre-paid return shipping label and refund the buyer when you receive the returned item.

Sorry.