Buyer changed their mind after I shipped

[shopkiger]

I sold an item yesterday that I shipped this morning. They buyer messaged me a few hours ago and said she didn't realize that it wasn't her size and wanted to cancel.

Is it possible to call USPS and have an item sent back or to cancel the delivery?

[mopata]

You can contact her and ask her to return it to the P.O. or the mailman without opening it and tell them that she is refusing delivery. They will return it to you at no charge.

[mam98031]

The least expensive way for both you and the buyer is to have the buyer file for a return once she gets the item and select the reason as Changed Mind.  That is a Buyer's remorse return and will not count against you in the Service Metrics.

Intercepting the package is expensive and it is doubtful your buyer would willingly pay for that.

[kathy507 · Accepted solution]

Please do not just give it to her. It just encourages people to do this and for all you know it may or may not still fit her and she gets it for nothing. Have her deny the package and at least get the item back.

[shopkiger]

Sounds good. I wasn't sure if it was possible to refuse a package and have it sent back. I just didn't think the item was worth paying $12+ to intercept.
Thanks.

[mam98031]

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@shopkiger wrote:
Sounds good. I wasn't sure if it was possible to refuse a package and have it sent back. I just didn't think the item was worth paying $12+ to intercept.
Thanks.

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It isn't in a buyer's best interest to refuse the package as in Ebay that means that they can't win an INR.  If you don't refund the buyer when it arrives back it can leave the buyer in a bad position.  Unless you have sent them an email inside of Ebay and told them to refuse the package.  Then they would have grounds to get the INR appealed in their favor if a seller was still dragging their feet on the refund.

[shopkiger]

She's sending item back for a refund. All communication was through ebay messages.

[gwens*4saleitems*]

This is how I would handle this situation. Write her and tell her not to open but to refuse the package at attempted delivery, the post office will stamp it Return To Sender and you get it back you send her refund.

[mam98031]

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@shopkiger wrote:
She's sending item back for a refund. All communication was through ebay messages.

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That is to be expected.  Hopefully she does the right thing and files for a Buyer's remorse return and not a SNAD.

[shopkiger]

I don't think she would need to open a case. She's going to refuse the package and return to sender. I told her I would send a refund when I receive it or when tracking shows it's being sent back. If tracking even shows this.
I told her if she had any problems refusing the package that I would e-mail her a return label.

[shopkiger]

This is what we agreed on. Hopefully it goes smoothly.

[mam98031]

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@shopkiger wrote:
I don't think she would need to open a case. She's going to refuse the package and return to sender. I told her I would send a refund when I receive it or when tracking shows it's being sent back. If tracking even shows this.
I told her if she had any problems refusing the package that I would e-mail her a return label.

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For me, I don't pay return shipping on a buyer's remorse return.  I just don't think it is fair.  If I make a mistake, I will absolutely do whatever it takes to make it right for my buyer.  But I see a buyer remorse return a bit differently.  While I will still work with the buyer and it does always end up costing me money, I just don't like paying for that return shipping.  And if I can get out refunding the original shipping, I won't refund that either.  But when I offer free shipping, they end up getting it all back as I don't withhold from a free shipping purchase.

I hope it all works out well for you.