Buyer wants to return item before its even delivered.

[reelworks]

We sold at item at work for $50, (car trim item), shipping was $14  (3lb in med FR box), buyer got charged $9.80 in tax (19.6%). 

The item has not yet been delivered and won't likely arrive till Monday.

The buyer requested a refund while the item is en route.

Transaction fees were $16.80, shipping charged to us was $14. Order earnings shows $23.63.
The package was shipped 2,800 mile from Philly to near Seattle via Med. FRB.

From the start I though the numbers weren't right when this was brought to my attention but I've seen the numbers change after delivery in past sales for some reason, or the payout would be correct despite the listed order earnings total. The item left the same day it was paid for, (Fri). 

All items are used with huge disclaimers that we don't take returns and that we do mostly liquidation type sales and consignment items.

Lots of pics are posted and in 22 years we only had four or five issues, most were either scammers or delayed shipping overseas.

This is different.

The buyer requested to return the item despite the ad text.

I realize the ad text can't be enforced but we also don't sell items that really can be defective unless  they somehow get destroyed in shipping. Its a rather robust chrome cast part that's shipped in a 4" thick cocoon of bubble wrap in a box.

The item in question was likely new old stock sold as used at half of what most others sell for.  T

If I accept the return, it says the buyer pays for shipping. Do they? or will they ding me for shipping when we issue the refund?
I don't mind refunding an item but its the loss of the outgoing shipping and maybe return shipping that burns me here. In the end we're out either $14 or $28 in the end because a buyer changed his mind. If we get dinged for the return, then the shipping exceeds the net take on the item in the first place.

I'd pretty much have to assume if I deny the return the buyer will just claim INAD and get one anyway but I really feel its the buyers fault if they bought something then changed their mind for no reason.

These are collectible and somewhat clean rare original parts.

The buyer wrote in their message ' Won another auction' as the reason.

They have over 100 pos. feedbacks but have left quite a few negatives for sellers as well.

The item

[stainlessenginecovers]

How did they tell you- message? (if so, tell them 'too late- it's on the way)

Opened a return? 

if so, what 'reason' was used?

Know that your 'no returns' means nothing if buyer wants to say 'not as described'. 

[ebooksdiva]

If the buyer wants a refund they will need to return the item.

If the buyer opens an Item not described you will be taking a return. eBays Money Back Guarantee will override your no returns policy. If the buyer uses a remorse reason to return, those type of returns you can decline,  but you can accept it buyer pays to return.
Never refund until you get your item back. 
All buyers have 100% positive feedback since buyers cant be given negative or neutral feedback.  

[mtgraves7984]

Another option would be to recall the package. Of course, you'll have out-of-pocket for that, but maybe it comes back in better shape??  Just thinking outside the box...

[chevymontecarlo88]

I would have a reasonable conversation with the customer and feel them out. If your ok with the return, let them know that and ask them what they expect since the item was already shipped. (with the cost of shipping back and forth) I would let them tell you what they expect/want and maybe you  can reason with them. At the end of the day as you know, they can find a way to return it with you paying all of the costs but until they tell you what they expect, its hard to know.

You could wait and see what method they choose to return the item. Personally i like to engage to try to minimize as much damage as i can. I think many buyers can be reasoned with but it depends on how you handled the sale and how you communicate from this point on. Don't give them a reason to do what they might end up doing anyways. That's a tough one and good luck with it.

Would like to hear a follow up on what happens

[dolcetreasures]

Try to get the buyer to refuse delivery or have it marked “return to sender”. Stupid games deserve stupid prizes. 

[kensgiftshop · Accepted solution]

If they selected a remorse reason for the return, the buyer would pay return shipping.

If the buyer paid the original shipping, you can deduct it from the refund.

If you deny the return, they can do a charge back and you'll be out the item and money.

[reelworks]

It says 'The buyer has requested a return, but your are not obligated to accept a return for this item'.

Please take action by Jul 18.

The options are

-Accept the return, The buyer pays for return shipping, and we'll provide them all the return  details. Just wait to get the item back before you refund the buyer.

-Give a full refund, Your fully refund the buyer to close the request. The buyer keeps the item.

-Offer a partial refund, You have the chance to offer an amount. The buyer keeps the item

-Decline the return, This will close the buyers request.

Can I deduct the outgoing shipping from the refund?

(It seems to me I tried that before and it would only give them the full refund).

The item will sell again but since its a consignment item, my boss and me would just assume it be gone and done with. Items get paid when we get paid, so a refund means trying to get the money back from the consignee who got paid via PayPal I'm sure the consignee and the boss would see it as bad business to go that route, its why stuff like this is such a pain, especially over such small amount these days.

If we decline the return, Can the seller just claim INAD later once it arrives to force the return?

[reelworks]

The buyer has to know the item has already shipped, he got a tracking number a few hours after hitting BIN.

It shipped out around the same time. He didn't sent the return request till this morning. The package is already at his regional PO center and likely to be out for del. Monday if not already and the tracking is just late to show.

(I had four packages this week go cross country with no scans showing, they were marked as delivered after 3 days, then this morning the tracking info popped up where it hadn't been there yesterday).  I've watched the carrier scan and lot the packages but the scan never shows, or doesn't show for several days or more.

This one is showing up as it should so far, at least it appears to be. Its actually ahead of schedule considering the distance and recent track record of Priority Packages.

[mtgraves7984]

@reelworks 

It says 'The buyer has requested a return, but your are not obligated to accept a return for this item'.

Please take action by Jul 18.

The options are

-Accept the return, The buyer pays for return shipping, and we'll provide them all the return details. Just wait to get the item back before you refund the buyer.

-Give a full refund, Your fully refund the buyer to close the request. The buyer keeps the item.

-Offer a partial refund, You have the chance to offer an amount. The buyer keeps the item

-Decline the return, This will close the buyers request.

^^^ What I've highlighted makes me think your buyer has (truthfully) opened a remorse Return. 

Can I deduct the outgoing shipping from the refund?

(It seems to me I tried that before and it would only give them the full refund).

^^^ Yes, just as Ken posted. If I remember, you can deduct it at the Refund screen... Confirm and Submit.

If we decline the return, Can the seller just claim INAD later once it arrives to force the return?

^^^ A buyer can only open one Case. If the buyer has done that, the buyer can't alter the Return reason (remorse) later.

Edit to add: I've found that if an item sells once, it will again. Approve it... get your item back to sell to the right buyer. Absolutely, I suggest to mitigate your losses... you don't want a CC chargeback later. Good luck, however it goes.

[sindibadcity]

I ran into similar issue and Ebay sided with me because they requested refund immediately after I posted the tracking number and I called them telling them it sounds like a scam.  That is the good news, but the bad news is even after the scammer was blocked, he turned around few weeks later and posted that my item is counterfeit and was delisted.  It had to be him because I made several sales and all customers were happy and I know it is not counterfeit item.

This is one of those tricky situations that you have tread carefully so as to minimize your losses here.  I had another guy that I accepted to replace his item and sent him return label, because he claimed it was not working, and then after sending him the shipping label never heard from him nor received the item back.  Glad did not accept to refund him, because I know I tested the item before shipping and there is no way it was defective.  Never had issues for the last 15 plus years and all of a sudden I am getting these issues now.  So be careful, we should stand together as sellers, running a business is not free especially when you have shipping expenses.  Good luck and keep us posted.