Return Process

[thegreatdieu]

I need some rational help because eBay certainly won’t  engage other than random automated responses.

Had a buyer who had sent me messages for almost two weeks requesting that I reduce the cost of a black leather coat.

Both being from the East Coast, I offered to meet him at a mutually beneficial location to inspected the leather jacket prior to purchase. He declined.

Buyer first offered me 175, then 200. Ultimately, I reduce the jacket from 300 to 250 and he excepted.

Prior to purchase, I sent him additional pictures to review..

Buyer thanked me.

The listing clearly states preowned and no returns excepted.

Upon receiving the jacket, buyer stated that he didn’t realize the jacket was worn and demanded a refund under the loophole “defect.”

I advised that I would overlook the no return policy but I would not pay to have it shipped back.

Buyer declined.

As clearly stated within the listing, this is a “pre-owned.” Naturally, a used leather jacket would have wear on high-traffic areas, i.e., sleeves. This jacket new, retails for $1000.  I sent him the same jacket used, for $250 and he’s trying to say it’s defective.

How can a basic transaction be codified when eBays return policies are so skewed, encouraging the buyer to make false claims where the seller has to incur all the additional expenses?

Is buyers remorse a protected transaction?

From a legal manner, the buyer has no standing but from the eBay world, the seller has to incur all the costs, heartache and libel that follows.

[reallynicestamps]

If you have a No Returns policy, you run the risk in a Not As Described dispute, of paying out the refund AND never seeing the jacket again.

Is there a Dispute open?
Send the Return Shipping Label.

This is the cheapest of all the outcomes.

If the buyer does not return the jacket, you do not refund and eventually the cost of the unused shipping label is refunded.

If the buyer returns the jacket, you refund and relist.

In both cases you add the buyer to your Blocked Bidder List.

This is business, not personal.

Get the jacket back.

Better.

Get the jacket back in saleable condition.  Knives exist.

And in passing, the value of any item is not what the owner is asking, but what the buyer is willing to pay.

In this case that is $250 (plus shipping? leather is bulky and heavy.)

[mtgraves7984]

Upon receiving the jacket, buyer stated that he didn’t realize the jacket was worn and demanded a refund under the loophole “defect.”

I advised that I would overlook the no return policy but I would not pay to have it shipped back.

Buyer declined.

@thegreatdieu 

Well, that is a shame. If your buyer has claimed "defect" (which I assume means 'Not As Described' as the reason for the Return), it's best to approve it, send a return shipping label and not refund the buyer until the jacket comes back to you .

Oh, and if it is a NAD claim, the seller must absorb the return shipping cost... it's policy.

For what it's worth, I find that if an item sells once, it will again. Get your beautiful used coat back to relist for a good buyer.

[soh.maryl]

If you really think that "no returns accepted" will fly here, then you need to re-read the Money Back Guarantee for buyers.  

[thegreatdieu]

That’s great advice! 

I’ve had an eBay account for almost 20 years.  Never had a problem until now. I know the idiom is caveat emptor but it should read Let the seller beware. I thought I did my homework on the buyer but it’s clear that he is a reseller and only purchased the jacket because he was trying to sell it for a lot more than what he paid. 

if I issue a refund, how do I ensure I receive the same coat? Obviously, I never went through this before and it seems like I just give him his money back and I have to wait for him to ship the coat?

[mtgraves7984]

Obviously, I never went through this before and it seems like I just give him his money back and I have to wait for him to ship the coat?

@thegreatdieu 

No. If you refund before you get it back, the buyer has no incentive to send it back.

[thegreatdieu]

thank you for your response. So, I can just except the return  to have it shipped back or is the $250 pulled out of my PayPal account and immediately put in his account? 

[thegreatdieu]

It’s not a question of flying. It’s simply a matter of principle. I guess the rule of thumb is under no circumstances when you list an item should you select the option of no returns accepted. Why are these guidelines even available? eBay should just remove the option entirely to avoid all this headache. 

[mtgraves7984]

---

@thegreatdieu wrote:

thank you for your response. So, I can just except the return  to have it shipped back or is the $250 pulled out of my PayPal account and immediately put in his account? 

---

@thegreatdieu 

The refund won't be paid until the coat is returned to you. (I can't address how sellers and PayPal work, as I've been in Managed Payments since August, 2019.) And to your other point... I think that 'No Returns' is the very worst Return Policy there is, too. Some sellers still use it, but it quite befuzzles me.

[1tuna · Accepted solution]

no restunrs is easy to enforce if the  buyer chooses a reason that is remorse

I do agree that is unrealistic to let you put those terms in since its hard to stop a return

you really need to accept the return and get the buyer a label to return it

once the jacket is back then you can refund the money

I advise all sellers to take back returns..........just undo the deal and of course you are going to lose some shipping money

if you paid to ship it with ebay labels then that is what ebay will charge you for the return label

@thegreatdieu 

[thegreatdieu]

Thank you for your input, very rational and insightful. 

[albertabrightalberta]

---

@thegreatdieu wrote:

As clearly stated within the listing, this is a “pre-owned.” Naturally, a used leather jacket would have wear on high-traffic areas, i.e., sleeves.

---

@thegreatdieu 

May I offer a piece of unsolicited advice? 

I looked at the listing and no where do you describe or show pictures of the wear on the sleeve or any issues. Even zooming doesn't show the wear. There aren't any closeups of any part of the jacket and of the 5 pictures, 2 are stock images which are of no help. (Don't even include anyone else's images.)

With the 12 free pictures ebay allows, you should show pictures of (and describe) any issues that a buyer should be made aware of. Also show all labeling from the jacket. 

When you get the jacket back, you can relist with improved images and transparency and you'll have a happier buyer.

[reallynicestamps]

 I can just except the return to have it shipped back or is the $250 pulled out of my PayPal account and immediately put in his account?

No.

You accept (note spelling) the return request and send a Return Shipping Label, with tracking.

You put the tracking number into the Dispute.

If he uses the label, when the tracking shows you have it back, the money is refunded.

You can, and should, do this promptly yourself, because if eBay does it, you may still get a Defect.

Defects haven't been mentioned yet, but they are much more important to your account than any dispute.

• If you lose a Dispute, a Defect can raise your fees, restrict the number and value of your listings, put Holds on future payments, or even close your selling account.

Also the losing buyer in the Dispute cannot leave feedback  and any feedback already left may be removed.  At this point in your business this is important, although eBay does not use FB to assess your account.

[reallynicestamps]

when you list an item should you select the option of no returns accepted. Why are these guidelines even available?

Because there are some items that should not be returned. Used lingerie. Broken glass.

But mostly because it allows sellers to make their own demands, even when unenforceable.

No Returns does not mean No REFUNDS.

[ripsmc]

At their first request to lower the price I would have just said no way. At the second request they would be promptly added to the blocked bidder list as I would feel they were an accident waiting to happen. Hopefully you get the jacket back......but I'm also a bit cynical.