Buyer demanding return because item does not fit

[hendrix824]

I recently sold a pair of gloves.  I included the size in the description and included a photo of the size tag.  The buyer messaged me regarding the size because he was concerned they would be too small, so I provided measurements (length, width), but cautioned that these may not be indicative of the inside size.  Upon receiving the item, the buyer noted that they did not fit and requested a return, even though my items are marked as: Seller does not accept returns.  When I pointed this out, he threatened to leave negative feedback for the transaction (which I feel is unwarranted given that I did my due dilligence in describing the item fit).  If I accept the return, I'll be losing money on shipping and Paypal fees, which disinclines me from accepting the return.  Any suggestions as to how to proceed?  If he opens an Ebay Dispute, would I be protected in this situation?  

[castlemagicmemories]

There is no such thing as no returns on Ebay as the MBG overrides the no returns policy.  Fit is a buyer's remorse reason, so keep those emails as proof if he decides to open a not as described case by saying the gloves are not what you described.  Most likely you would need to accept the return if he opens a SNAD, and you would pay for the return shipping.  Some have said that if you don't accept the return, you can call CS, ask them to read his messages that show this is a buyer's remorse return, and ask them to close it in your favor.  Since both opinions have been expressed, I offer them here.  Hopefully others will be along soon to weigh in on this for you.

You can tell him to return for refund if you want, and maybe he won't do that.

Buyer's remorse would mean he pays the return shipping.

If he leaves a neg, you have proof in messaging that he threatened to leave a neg, which is not allowed.  

[goodluckselling]

You have no returns already set up.  I think the eBay system is set up to only accept a return for the reason being not as described. 

• so buyer remorse reasons (fit, color, do not like) probably would not show to them as an option which means
• if they want to return the only option they have is to choose not as described which means
• you will have to prove they were as described or you will have to pay return shipping. 

Since your description is one sentence it might become difficult to overcome the burden of proof.

Just a couple points to think about when you set up listings.  I get it that you do not want items back, but when you box a buyer into a corner, they will ultimately find a way to do what they think is right. 

Think about this for a moment.  You said you gave up to date measurements but not sure about inside measurements, which leads the buyer to basically guess what the inside would be and as it turns out they did not guess correctly.  If they could have tried them on in a real live situation them they would have known but that is not the case for online shopping, so online sellers have to think about these things or deal with situation like this that leave the outcome open to eBay CS making the decision.

Good Luck Selling!

[castlemagicmemories]

Just a thought.  In this case, with the buyer being so uncertain before sale, maybe you might have called his attention to your no returns policy.

And you might have added him to your Blocked Bidder List.  

That may sound harsh but just trying to think what might have helped you avoid this situation.  

You can also write more of a description, with the measurements in the description as many buyers won't message for info that is not in the listing, they just hit the back button.  You could also repeat in the description, in case they missed it, that there are no returns on this item.  Most buyers know they are covered by the MBG and that that is not really enforceable, but it would call attention to your policy.

[plumbingspecials]

You never should have mentioned the inside fit. You will lose no matter what with that statement in your message. 

"Not As Described" is different than seller's (no) return policy.

[bigdeals.etc]

Buyers can always return an item no matter your return policy because of the way MBG works. It doesn't matter if you gave the buyer measurements or not. The buyer can always claim your measurements are incorrect, hence the SNAD. I get this all the time with my clothing buyers.

Once they file the SNAD, yes you can call CS and IF they agree with you that it's remorse they will close the case, but it's not entirely in your favor. They will close it with a resolution for the buyer to return the item back (on their dime) and force your refund once the tracking shows the item arrived to you. Which makes it no different from a remorse return except that you may have gotten a defect for the case (that might be removable too).

You have to consider these possible costs when selling clothes, because it happens often. If you can't survive after the costs, then don't list that item on ebay.

[duggmills]

Oh my, a pair of gloves.  So you lose a few bucks.  It's not like your house burned to the ground.

Issue a return label, then issue a refund.

Or, as I guarantee I would do. Issue the refund and tell the buyer to give the gloves away.

[papyruspapillo]

I think that the buyer's expressing concern about the fit prior to purchase ought to have tipped you off that there could likely be a problem down the road. Perhaps he was even setting you up, hoping that if he complained, you would refund his payment and allow him to keep the gloves (which is what I think he was up to). In those circumstances, I say to the potential buyer, "If you have any doubts, plese do not purchase." NEVER ISSUE A REFUND WITHOUT RETURN OF THE MERCHANDISE. I've had this pulled on me a few times recemtly (never used to happen in the "old days", but people are different now), and I have offered a full refund with return of the merchandise. Not one has followed through, even the belligerent ones.

[tunicaslot]

Despite your no return policy - I'd tell the buyer to return for refund. They have to pay to send the item back and you can deduct the cost of shipping the item to them when you do the refund.

If you don't accept the return - they will probaboy open an item not as described claim. Now you do have enough info to win this case - but...... he can then go to his credit card if this is how he purchased them and do a charge back - which you probably won't win and you'll be out the money and the item.