How do I do a return if I have typically have a No Returns Policy?

[908kellyd]

I have a buyer that I believe is just trying to get a free product. I have a no returns policy. This buyer messaged me about the product asking if it was authentic prior to purchasing. I obliged with pictures of the front and back of the product and the buyer bought and received exactly what was pictured. They have now opened a "Not Delivered" case - but put in the comments what was delivered was not as described and requested a refund. 

I of course have the tracking that the product was delivered and I guarantee what was pictured and described is what was delivered and was 100% authentic. I 100% want the buyer to ship back to me in original, unopened and resellable state if I am going to refund this! How do let them ship it back to me if I typically do not allow returns? I do not want to just process the refund and not get my product back.

[monica-sells]

i can't quite decipher your post.

Did you receive a message/case from ebay for this item?

You said "Item Not Received" Case....then you went on about not as described in the comments?

It can't be both...it is one or the other and that determines your course of action.

[aproudparent2010]

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@908kellyd wrote:

I have a buyer that I believe is just trying to get a free product. I have a no returns policy. This buyer messaged me about the product asking if it was authentic prior to purchasing. I obliged with pictures of the front and back of the product and the buyer bought and received exactly what was pictured. They have now opened a "Not Delivered" case - but put in the comments what was delivered was not as described and requested a refund. 

I of course have the tracking that the product was delivered and I guarantee what was pictured and described is what was delivered and was 100% authentic. I 100% want the buyer to ship back to me in original, unopened and resellable state if I am going to refund this! How do let them ship it back to me if I typically do not allow returns? I do not want to just process the refund and not get my product back.

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If they opened an Item Not Received case then you will win because you have tracking showing delivery to I presume the address on their payment.

If they opened an Item Not as Described case then you send them a return label which you pay for, they ship the item back and you refund when you get the item back....original shipping and all

[bonanza125]

Are you sure they opened an item not delivered case as in "item not received" case or did they open up an "item not described" case? As others said if it's "item not received" you would win cause it was delivered. If it's "not as described" then yes Ebay allows the buyer to have a 30 day money back guarantee. No returns doesn't mean they can't return for a refund. 

[house*of*paws]

Hi @908kellyd 

Unless you made some inadvertent typos … it sounds like buyer must have opened the wrong type of claim, and then tried to fix it by saying something different in the comment section.

Here’s what I’d do:

1) Enter the tracking number in the INR claim … which should close the case in your favor.

2) Message the buyer and tell them you are willing to accept a return IF they file a return request AND return the item in the same condition as it was received.

Stay professional, friendly, and non-accusatory … and you are most likely to receive an item back that you are able to resell again.  You may have to pay the return shipping if the buyer chooses a ‘not as described’ reason for requesting the return.

BTW, I totally understand your frustration over having your integrity questioned.  But no matter how thoroughly you describe and photograph the item … it can never substitute for seeing AND FEELING the item in person.  [It's usually the ‘feel’ of an item I purchase online (especially sheets, comforters and sweaters) that disappoints me most, and I don’t know of a way to avoid it … other than always buying in person.

[12345jamesstamps]

'they have now opened a 'Not delivered' case.

You need to input the tracking into this case.

Apparently, the buyer opened an incorrect eBay claim...therefore, I see no refund when you have tracking and it was delivered.

And emails and comments back and forth are rather meaningless in an open eBay claim.

Kind of a win for you...at the moment.

And no returns do not mean no returns by the way...a buyer can always return an item 'if' the buyer opens the correct eBay claim.

[albertabrightalberta]

@908kellyd 

As others have posted, your post is confusing. 

So my suggestions cover various bases. 

1. If the buyer opened INR (item not received), respond to the case with the tracking number. Whether the tracking number and delivery is shown in the order or not,  you still MUST respond to the case with tracking. 

2. If the buyer opened NAD (not as described), you MUST accept the return if you want the item back. You also must pay for return shipping. Upon receipt of the return, you must issue a full refund to the buyer.

2a. If the buyer opened NAD (not as described), you also have the option of issuing a full refund and letting the buyer keep the item. 

3. If the buyer opened a remorse return (didn't like, changed mind, doesn't fit, etc.) -- which seems not to apply in this case -- you do have the option of denying the return but my opinion is that you should accept and issue a refund for the purchase price only. Since you charge separately for shipping, you don't have to refund that amount.