mam98031 • Volunteer Community Member • Buyer/Seller since 1999
1 BEST ANSWER
Accepted Solutions
Welcome back. I sincerely hope things are improving for you and continue to do so.
On your listing you had a No Return Policy which is perfect. You have two choices. You can have your buyer open a Request for Return and hope they select that the items didn't fit as that is a Buyer Remorse Reason.
When you have a No Return policy you can deny processing the Buyer Remorse claim if you want to, but since you should consider just processing it. If they file a proper Buyer Remorse return request, then they will have to pay for the return shipping on the item. And when you get the items back, since you had separately stated shipping, you can withhold the original shipping of $15.50 from the refund.
We often have to process returns that we did not make any kind of mistake on. It is just part of doing business.
The return policies options are as follows.
- No Returns
- 30 day returns w/ buyer pays shipping
- 60 day returns w/ buyer pays shipping
- 30 day returns w/ seller pays shipping, AKA Free Returns
- 60 day returns w/ seller pays shipping. AKA Free Returns
- 14 Day returns in certain categories
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to, they can accept the return and have the buyer pay the return shipping. If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
@sustainableautopartsolutions wrote:Thank you so much for this feedback. They have filed s return stating that they do not fit their vehicle. If I decide not to accept the return, will this reflect negatively when I am being assessed for a selling limit increase?
Remember you have a limited time to accept or reject the claim. If you pass that window the buyer can ask Ebay to step in and you do NOT want that. Then it could hurt your stats. If you take care of it now, it wouldn't. You have the right to do that with the type of return policy you have, but I honestly think you should honor it. It isn't going to cost you any money. The buyer has to pay return shipping and when you refund you can withhold the original shipping charged the buyer. You will get your FVFs refunded for the amount you refund the buyer.
It avoids conflict, which you simply don't need any of that right now.
@bashort wrote:
@sustainableautopartsolutions wrote:I am trying to build my account back up after being suspended, and have strict selling restrictions. I know part of the reason they set selling restrictions is to make sure I focus on the customer experience. So with that in mind, how should I handle a return request?
A customer wants to return center caps because they don't fit his vehicle. I had then listed with the correct part number, and only accept returns if it is not as described.
It all depends if you want to continue to sell on ebay, not accepting a return with a restricted account is a good way to be permanently restricted.
I have no idea why ebay allows sellers to have a no returns policy when there is really no such thing, just sets up sellers for failure
How would this hurt the OP's account? On this listing they had a No Return Policy. With that policy the seller has the right to deny or accept a properly filed Buyer's Remorse Claim. In this case the buyer did file a proper Buyer's Remorse Claim.
With that said, I do think in this case the OP should process the claim just to avoid any unnecessary conflict with their buyer. With Ebay the OP should be fine.
This is what was stated on the return. Update: I accepted the return, and refunded only the purchase price, not shipping.
Thank you for advice!
