Buyer is asking to return item because of size

[poshyh_75]

Hi . This is my first some posting in ebay forums so if i posted in wrong place please be nice . 
Here is the situation . A buyer bought  a tshirt that is small . while it was on road for delivery she ordered exactly same style  medium from different listing. Both listing is set to no returns. Small listing has shipping cost separated (item price + buyer pays for shipping) while medium listing has shipping cost included in the item price ( buyer sees free shipping). When she bought medium before small was delivered ( after it was shipped)  i thought maybe she is buying for someone else or can be anything. So I shipped  medium and it was in transit then she bought different item again that is yet to ship. total 3 orders. she gets medium one and she opens return request and chooses size that it is too big . She took the risk, after buying small, that there is a chance that medium will be big (probably bought for herself i think). Since medium's listing (small's too) has no return and she chose size as reason, luckily,I have the option to decline and close  the return request. because she has 2 other items from me i want to cooperate wither and accept the return . The only problem is because medium had free shipping and when I refund her once I get item back I will be giving initial shipping cost too and lose money . if medium had shippinng price separate like small listing , i think i only will have to refund item's price and not shipping. So my question is if i accept her return she will pay for return shipping then can i refund her partially like a restocking fee to get at least initial shipping cost back ( not even talking about ebay paypal fee ). Is there such option since medium had free shipping im not sure if this can be done . I read if shipping was separate like small listing then I woulndt have to refund her original shipping  . Any body who has experience can please share with me . Once i see some answers Im planning to send message to buyer first to explain to her that since there is no return i can decline but if this partial deducting is possible and she agrees we can do . Thanks

[this*old*attic]

Why would you alienate someone who bought more than one thing from you?

Do you know any customer can lie about SNAD and force a return, anyway?

These things should be covered in advance by your business plan and procedures.

Have her return at her cost and refund.

Dont make it more complicated than it needs to be.

[bivy]

First, a couple of suggestions about writing a question in the community posts, since you are new to this. Make sure you explain your problem/circumstances more briefly--think "nothing but the facts." Leave out why you think someone may have bought something and most of the chronology as it makes it easier for us to understand what you are asking (and, if you ever have to talk to an eBay rep, it is imperative that you make it brief and stick to the facts.) Second, separate your story with paragraphs so more people will be willing to read it.

Now, if I understand correctly, you sold a buyer 2 tee shirts in two separate transactions. One had shipping charged separately and one had so-called "free shipping". The buyer wants to return one and you (a no-returns seller) are okay with that as long as you get to recover/deduct your "free shipping" cost from her refund. 

I don't know that there is a way to deduct the "free shipping" cost from the refund. Assuming that the two tees are the same price, you might want to just ask her to pretend she's returning the other one and you can deduct and refund on that.  Alternatively, you can just suck up the cost of the shipping this time in that she is a good customer. 

[mtgraves7984]

No Returns does NOT mean 'No Refunds'. They are two different beasts entirely. Please don't decline the request... once eBay gets involved, you'll have to refund and the seller won't have to  return your shirts.

I agree that it's a bad practice to chase away a buyer... especially a repeat buyer. Pick up the shipping tab. Good luck!

[kensgiftshop]

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@poshyh_75 

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There are no restocking fee's anymore.

If the shirt the buyer is returning had free shipping, the buyer would get a full refund.

[vtui_94]

I've never had much luck playing tough guy with my buyers.

I get arrogant, they get arrogant, I get more arrogant, they get more arrogant.

Then the yelling and the screaming begins, ebay intervenes and sides with the buyer.

Every single time.

[fashunu4eeuh]

If i understand correctly, this buyer has purchased three items now and wishes to return one. Approve the return and refund in full and keep a repeat customer.

Using free shipping comes with a risk if the buyer wishes to return. Sellers cannot withhold the shipping costs from a free shipping sale. Restocking fees are also not allowed in any case.

You are a clothes seller. You will most assuredly have more situations like this where size may be a factor. You are probably better off having a 30-day buyer-pays-return-shipping policy to avoid an unhappy customer opening a bogus Not As Described case to ensure a refund. Just my two cents.