Opinions on how to handle request for return.....

[bimm_corp]

Received a request for return on a $75 item that has been paid to eBay but not shipped yet. Buyer stated "Changed my mind" and said "I had not shipped yet".  eBay lists my possible responses as,

1) 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.

2) Give a full refund
You fully refund the buyer to close this request. The buyer keeps the item.

3) Offer a partial refund
You have one chance to offer an amount. The buyer keeps the item.

4) Decline the return
This will automatically close the buyer's request.

5) Send the buyer a message
You can reply to the buyer.

Strictly speaking, none of these selections seem to fit the situation. Ideas on how to handle the situation. welcome . No browbeating or complaints about my selling policies, please; just ideas on resolving the situation. TIA.

[femmefan1946]

Do you mean the buyer opened an Not As Described Dispute?

Since you have not sent the purchase, he sure chose the wrong reason.

But I would go for #2 - Full refund. 

Although #4 - Decline the return - is possible.

He doesn't want the Thing and you can't keep his money.  The rest is paperwork.

[bimm_corp]

@femmefan1946 

>Do you mean the buyer opened an Not As Described Dispute?

No, the buyer just requested a return. I don't understand how the eBay system allowed this without shipment.

[lightlily_arts]

Unfortunately, once a buyer has paid  buyers can request a return on a transaction regardless of whether the item has shipped or not.   eBay's system isn't intuitive.  Just cancel the transaction at the buyers request.  If you have already printed a shipping label just request to void it.  I wouldn't ship it to them as they will just find a way to return it anyway.

[bimm_corp]

@lightlily_arts 

>Just cancel the transaction at the buyers request. 

Can't be done. Now that the buyer has opened a return request, canceling the item is no longer an option.

[tdumonde2014]

Choose #2 and then block them from future purchases.

[bimm_corp]

@femmefan1946 

>He doesn't want the Thing and you can't keep his money.

I don't have his money, eBay does; the payment is still "processing" and eBay has debited my account for the full $75. If I knew cancel would be an available option if I refused the return, I would do so and then immediately cancel.

[bimm_corp]

@tdumonde2014 

>Choose #2 and then block them from future purchases.

If I do so, eBay will likely keep the fees.

[tev4all]

In this caser I'd go with 

2) Give a full refund
You fully refund the buyer to close this request. The buyer keeps the item.

The buyer doesn't get to keep the item because , buyer doesn't have the item. 

You/eBayMP   however have the buyer's pending payment. 

Refund and do what must be done. 

[tdumonde2014]

They shouldn't keep the fees, it was a "Buyer's Remorse" return.

[justafemster]

You refund and don't ship.  Do you really want to pay shipping both ways for an item the customer doesn't want?  That's what'll happen if you decline the request and ship.  

[femmefan1946]

What the buyer should have requested is a Cancellation.

And a Message has no formal meaning.

So Cancel the transaction as "At Buyer Request".

[bimm_corp]

@femmefan1946 

>So Cancel the transaction as "At Buyer Request".

Once the buyer has requested a return, cancel is no longer an option.

[bimm_corp]

Got lucky and got hold of US-based English-speaking CS returns specialist named Kimverly on chat today. She walked me through the refund process and then removed the $75 debit and the eBay fees. The sale is still listed as processing but I'll see how it sorts out. Thanks to all who replied.

[lamber9347]

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@bimm_corp wrote:

Got lucky and got hold of US-based English-speaking CS returns specialist named Kimverly on chat today. She walked me through the refund process and then removed the $75 debit and the eBay fees. The sale is still listed as processing but I'll see how it sorts out. Thanks to all who replied.

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I'm so glad you got this worked out. I was about to suggest you use Facebook to write and explain your situation. Unfortunately eBay uses these black/white systems which many times add rather than alleviate the issue.  Had they simply asked you to cancel this would have been done in a heartbeat, but buyer chose incorrectly. Glad you found someone who listened. Best of luck to you....