Return requested before item delivered

[brle]

Hi! Newish seller here looking for some guidance on how to handle a return request before delivery. 

New buyer (0 feedback) purchased jacket (unique, discontinued style) Saturday 1/4/25 and selected priority mail (1-3 business days). After purchase, she messaged asking if it would be possible to receive jacket by 1/10/25. I shipped Monday 1/6/25 via priority mail per buyer’s selection, expecting her to receive within 3 business days by 1/9/25.
Buyer hasn’t received item yet and has opened a return request due to “changed mind - jacket wasn’t here on the evening I ordered it for.” 

USPS has updated the est delivery to 1/13/25. 

This is my first return request…

1. Do I need to accept this return and refund? If yes, who pays return shipping? 
What happens if I don’t accept return? 

eBay says I have 3 options:

a. Accept return - buyer purchases return label

b. Decline return - close return request, buyer keeps item

c.  offer full/ partial refund - buyer keeps item 

Is option A the  best option?  What if buyer ships something different back?

For option B, I’ve seen others comment that even if you decline return, eBay can force refund on seller’s dime AND seller doesn’t get item back. How does that happen? Does that happen every time?

2. If item arrives 1/13/25, USPS priority mail took 1 week or 5 business days, not 1-3 business days. Is there any recourse for having shipping refunded due to USPS’ delay for priority mail? 

Thanks!

[wastingtime101]

No guarantee from USPS. Stuff is delayed all the time. 5 days is pretty good, believe it or not. eBay estimates are way too short. Frustrates a lot of us.

As for the return:

You are within your rights to decline it under your no returns policy because it's a remorse return (changed mind). 

Keep in mind if you do that the buyer might force it by returning the item anyway then filing a dispute with their credit card which means they will get a full refund.

In my opinion the better option is to accept the return request. Most buyers are honest, and assuming you have a decent buyer you'll get your jacket back.

Buyer is responsible for return ship cost in this specific situation. When you receive the jacket back you'll be responsible for refunding item cost and will not have to refund the original buyer paid shipping.

All of this is because it's a changed mind situation. If the buyer filed a claim saying there was a problem that would change things, so if you need help in the future with a return like that, let us know.

Come back if there's a problem with the return, but chances are you'll get the jacket just as you originally sent it. You can relist it and sell it again.

[janet9988]

Just go with A. 

[kensgiftshop]

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@wastingtime101 wrote:

Keep in mind if you do that the buyer might force it by returning the item anyway then filing a dispute with their credit card which means they will get a full refund.

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@brle 

Or they dispute it, keep the jacket and get a refund.

[zakstreasuretrove]

I agree that option A is the best bet.  Since the buyer has to pay for the label there is a chance it never gets returned.

I also don't understand the false belief that if someone files a credit card chargeback/dispute that it is an automatic win.  If that was the case, no one would ever pay for anything.

You DO have to respond to the dispute by uploading relevant tracking and delivery info even if it was automatically added to the order details when bought.  The credit card companies will see that and it is then a merchant dispute, not a fraudulent charge.  Whatever you do, DO NOT ignore the request.

It's a hassle for sure, but it is a part of business.  The alternative many others suggest is to bend over for every scammer or nitpicking customer you encounter. 

In this case, the buyer is paying return shipping and you will not be required to refund the original shipping.  It should be a net zero loss (maybe a little for packaging....maybe) and a relist.  It seems there is almost no risk of going with option A.  Any other option may make you feel better, but it now poses risks and future hassles for your business. 

Make a decision based on the business and not your frustrations.  But never be afraid to stand up for yourself when you are right and the situation warrants it.  This does not seem like one of those situations.  Or if you prefer metaphors, pick a different day and a different hill to die on.

[zakstreasuretrove]

I also just re-read your comment about the concern that the buyer may return a different item.  This is a possibility and does happen.

If it does, you should immediately report the buyer.  After that I think you have two options.  Option one: You can refund the buyer with a max 50% deduction.  (I think you have to be at a certain seller level for this to be an option so please confirm that this option is available to you). 

Option two: Let eBay decide.  I would say that this is almost certainly going to end up in the buyer's favor no matter what. 

Consider that in your decision, but I still think that option A in your original post is the best course of action in this particular case.