“Does not fit” Return

[eb1877]

Hi there, new seller here and I have a buyer who bought some truck parts. He was happy with the item until he went to install and they do not fit his truck, it was an oversight on his part as he really didn’t know what he had originally. They apparently looked slightly different than his originals and he asked some questions still purchased them.  He paid over $1000 for these so is pretty upset. I had them listed as no return policy and he filed a Does Not Fit return and I have the option to decline or accept. It’s not my fault they don’t fit, so looks like he just has buyers remorse on a part he can’t use. I am asking if I should just accept the return and move on or if a choose to decline will eBay just give him my money and he keeps the parts anyway.

Thanks for the help!

[klhmdg]

You should accept the return.

If you decline the buyers next move will be a CC charge back. Then you will lose the items and $ and and extra $20.

No returns doesnt mean not refund.

[zakstreasuretrove]

There is a few things to consider:

1.  From what you describe it sounds like you would be fully within ebay policy to decline the refund. 

2. If returned, will they be in the same condition when you shipped?  If so, you could likely just list them again and it would be a wash.  If not, will you take an unacceptable loss?  Were the parts new or used?  If they were new, they have almost certainly been devalued by just being opened and furthermore by a potential failed installation.  If they were already used, it will be much less likely to be an issue.

-If you are top rated seller (or whatever the metric for it is) you may have the option to deduct up to 50% of the refund for damage etc...  (If you do not have this ability I would decline the return).

3. Though it is likely irrelevant in the grand scheme of eBay...how would you like to be treated if you found yourself in the same situation?  It's a fine line between standing your ground to defend yourself from being taken advantage of and being a greedy soulless merchant.  Keep in mind that this buyer could have easily been dishonest and stated that it was not as described removing the choice from you.  It could be that the buyer is just an honest fellow or the buyer didn't know he could have easily gotten over on you.  Another thing to consider and muddy the issue.  Take a look at the buyer's account and feedback left for others.  Does this sort of thing look like it happens all the time or does this seem an anomaly?  Feedback left for others has swayed my decision in the past. 

4. If you don't refund the money, there is nothing stopping the buyer from reselling the items on their own to recoup some loss.  So it isn't going to be a total loss for them.  Maybe you can remind them of this if you decline the return.

5. Most importantly, no matter how this plays out, remember this can happen to any of your sales.  Plan for these eventualities and mold your listings and business policies in such a way that they are kept to a minimum.  (I.E. - Don't make dumb mistakes in your listings that open the door for easy returns and stay away from frequently scammed items.)

TL/DR:  If it is going to cost you an unacceptable amount then no.  If it will end up being pretty much a wash then yes.

[zakstreasuretrove]

A CC chargeback isn't an automatic win for the buyer.  Just be sure to respond to the request and provide the required information.  Even if the info is already uploaded (tracking numbers, receipts, etc....) provide it again.  Just don't ignore it. 

The seller did nothing wrong.  This is an example of stand your ground to defend yourself against being taken advantage of.  Acquiescing to the demands of the malicious will only do more harm than good in the long run.  If the seller is in the right, they should make decisions with confidence and stand behind them.  

[simba6]

It would be best if you just accept the return.    It's just a cost of doing business.  If a charge back is filed, they stand a very good chance of winning anyway.

[eb1877]

They are used 50 year old parts that were refurbished. So as long he didn’t destroy anything trying to install them they can be resold. Buyer has 100% positive feedback, and he knows he made the error. If I decline I am pretty sure he will leave negative feedback against me and I am currently 100% positive as well. So really part of me wants to be nice and just refund, but then the other part says too bad you should be diligent in what you purchase.  Not to mention he was all happy when he got them, gave me his phone# so I could call him to help out (which I didn’t). Several messages back and forth. Then he found out they don’t fit, he sent the refund request. I have sent a few messages asking about installation and other things with no response.

[eb1877]

I have two days left to respond. Although I also wonder if I decline refund, can he then request refund for item not as described?

[eb1877]

Basically I’m on the fence and can go either way. I prefer not to have a chance of a neg review and I can always resell.

But it is not my fault he didn’t know what to buy and now regrets it. 
In the future, should I just accept returns and specify a restock fee and buyer pays return shipping?

[simba6]

Sorry, restocking fees would not apply to not as described cases.  Only buyers remorse.

In this venue, the buyer is always right..............

[kensgiftshop]

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@eb1877 wrote:

I have two days left to respond. Although I also wonder if I decline refund, can he then request refund for item not as described?

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No, not through Ebay, they only get one shot.

They can file an INAD with their credit card and get a refund and keep the item.,

[kensgiftshop]

With the buyer choosing Didn't Fit as the reason for the return, if you do accept it, the buyer pays return shipping and you can deduct the original shipping they paid from the refund.

[eb1877]

I thinking I'll just cave and go with the refund. As much as I really don't think I should, I don't like the risk of possibly being out $1000 and the parts. I'll get them back, hopefully not destroyed and re-sell them. Really not worth the aggravation, I have more important things to worry about. Thank you every one for your help.

[mr_lincoln]

Hi @eb1877 

I read the first post you got and agree 100% with @klhmdg .  Accept the return.

Just so you know, the No returns accepted setting is pretty much worthless if Buyers know the numerous reasons eBay provides that force a return, force you to pay the return shipping and force you to refund in full upon receipt.  

Consider accepting returns int he future and take advantage of your Seller protections when they apply.  Like if the Buyer would send back items damaged by them or they change the item's condition ... deduct original paid shipping by the Buyer and up to 50% of the item price ... Seller protections | eBay

[zakstreasuretrove]

From what you described about the item, it should be able to be resold even if the buyer did have a failed installation.  If that is the case you are better off just accepting the return with the buyer paying for the label. 

If there is significant damage you should be able to deduct up to 50%.  This is only if it's damaged or missing parts or something.  Restocking fees are against policy. 

I do not think that the buyer can reopen the return for INAD if the other one gets declined.  I am pretty sure it's a one chance thing to get it right.

It sounds like your gut is telling you just to refund it and relist it.  That seems like the best possible outcome here.  I understand the feeling of wanting people to have consequences for their mistakes, but make a decision based on what's best for your business and has the least potential risk.  Victories of principle are usually not lucrative.  That is something I have to remind myself of all the time.

[eb1877]

I went ahead and accepted the return. Shortly after I received a message from the buyer that he has decided to keep the parts. I asked if he could cancel the request otherwise I have funds on hold until the return expires.