Buyer requests return

[word68]

Hello all,

A buyer has requested a return re an item she says is flawed--a defect I truly did not notice.  She included photos.  My question: How should I proceed without incurring a "ding" from eBay?  I am very concerned about  jeopardizing my 100 % positive rating.  Please advise.  Thank you in advance.

[redlinear]

If it's a flaw that makes it not worth selling again, apolgize ror the mistake and simply send refund... for the reason..(other reasons).
If you want the item back?  Probably going to get a metrics ding.

[kibble-net]

You have the buyer open a return, give her a label, and tell her to send it back on your dime. Then you issue her a full refund, and make sure to include the flaw when you re-list the item.

There shouldn't be any "ding" from ebay nor any negative feedback if you accept the return and refund this customer. Returns are a normal part of selling on ebay. It is a numbers game. Sometimes we forget to include details, and sometimes things break in transit. Life happens.

[caldreamer · Accepted solution]

Just so you know, when customer opens "return request" that has nothing to do with your 100% feedback score.

Because customer opened "return request" using reason "defective" (Seller must refund purchase + shipping BOTH ways).   Choices you have is to accept return (you pay return all shipping) or just give customer an immediate refund and allow them to keep the item (this will save you return shipping costs).

If you try to "fight the return" and asks EBAY to step in (you will lose and get a "defect" on your account).  

[word68]

Thank you!  I have taken the high road and issued a full refund and have also told the buyer she can keep the item.  Just want to get this setback behind me and move on.  Thanks again.

[word68]

Thank you!  I have taken the high road and issued a full refund and told the buyer she can keep the item--no need to return.  Just want to get this setback behind me and move on.  Thanks again.