Buyer's Remorse Return - What to Do?

[nostalgiadonut]

Hey all,

On my other account, I had a buyer message me requesting a lower price on a fixed price listing.  I agreed to their price and sent them an offer.  The buyer then messaged me replying  that they meant "their offer price plus free shipping" -- it's a small item to ship so I agreed.  I reduced the listing price and added free shipping.

A couple of days later, the buyer receives the item and leaves me positive feedback.  That same day, the buyer opens a return request.  Their reason for the return is that they "ordered the item by mistake" and that they didn't realize the item was so small.  The size is listed in both the listing title and also multiple times in the description.  

Even if I accepted that the buyer pays return shipping, I'd still be losing my original shipping costs.  Have you guys dealt with this before?  Should I just close this case, add buyer to my BBL, and move on?    

[Anonymous]

What is the return policy on the listing?

[bigdeals.etc]

I'm not sure if this is true for all sellers... it might be just for sellers who offer free returns. But when a buyer files a Remorse return and I accept it, when it arrives to me and I issue the refund, ebay allows me to retain the original shipping cost of the item. That choice to retain it is the default one on that page. When that refund is sent, ebay deems that as case closed (as opposed to when you retain up to 50% of the item price...ebay will let the buyer know you gave them a less than full refund and wait for them to confirm).

[nostalgiadonut]

Yeah, the return policy is no returns.  So, I guess the ball is in my court.  

[nostalgiadonut]

I thought about that -- but since I accommodated his request for free shipping and a reduced price ...  I actually wouldn't be able to get any return money at all for shipping.  

It's also strange that they just opened a case without messaging me.  This was one of those buyers who messaged me 5 times before purchasing the item.  I guess, that should have been my red flag.

[Anonymous]

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@bigdeals.etc wrote:

But when a buyer files a Remorse return and I accept it, when it arrives to me and I issue the refund, ebay allows me to retain the original shipping cost of the item.

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The seller changed the listing to free shipping for the buyer, so they would not have this option within the return system.

They can accept the return and refund in full or they can decline the return and take their chances on the buyer filing a SNAD with PayPal or a chargeback with their credit card.

The third scenario is for the seller to decline the return and work with the buyer so they can return the item and receive a refund minus original shipping direct through PayPal. This route has more potential to get complicated depending on the buyer and whether or not they're willing to work with the seller.

[nostalgiadonut]

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@Anonymous wrote:

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@bigdeals.etc wrote:

But when a buyer files a Remorse return and I accept it, when it arrives to me and I issue the refund, ebay allows me to retain the original shipping cost of the item.

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The seller changed the listing to free shipping for the buyer, so they would not have this option within the return system.

They can accept the return and refund in full or they can decline the return and take their chances on the buyer filing a SNAD with PayPal or a chargeback with their credit card.

The third scenario is for the seller to decline the return and work with the buyer so they can return the item and receive a refund minus original shipping direct through PayPal. This route has more potential to get complicated depending on the buyer and whether or not they're willing to work with the seller.

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Thanks for the information.  Do you know if the buyer can open a SNAD case after leaving positive feedback and having a Buyer's Remorse case closed?

I'm wondering if it's better for me to just eat the $4 shipping cost, accept the return, and just go on with my life.  And also add this person to my BBL list.  What would you recommend?

[Anonymous]

They can still file a SNAD or a credit card chargeback. Personally I would accept the return, write off the $4 and re-sell the item.

If this is a big concern for you then next time lower the item price by the amount of shipping instead of changing the listing to free shipping.

[bigdeals.etc]

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@nostalgiadonut wrote:

I thought about that -- but since I accommodated his request for free shipping and a reduced price ...  I actually wouldn't be able to get any return money at all for shipping.  

It's also strange that they just opened a case without messaging me.  This was one of those buyers who messaged me 5 times before purchasing the item.  I guess, that should have been my red flag.

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Oh, right. I forgot about your free shipping agreement with the buyer. Honestly that’s why I don’t offer free shipping for some of my items. It just seems to me that some items don’t really get much of an exposure boost anymore from it compared to before.

But yea, other might disagree with me here, the 5 messages would be an indicator for me to not sell to them. It really depends on the message content and tone. If they make me roll my eyes then they get the boot.

And yea, I agree with @Anonymous . Just take the hit and original shipping cost loss and BBL them. You’ll soon get over this loss much quicker than the drama from fighting the return.

[mam98031]

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@nostalgiadonut wrote:

I thought about that -- but since I accommodated his request for free shipping and a reduced price ...  I actually wouldn't be able to get any return money at all for shipping.  

It's also strange that they just opened a case without messaging me.  This was one of those buyers who messaged me 5 times before purchasing the item.  I guess, that should have been my red flag.

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But I bet they don't want to pay return shipping and they will have to do that if they want to return the item.

I think you should just let them return the item.  If you deny it here, which you can because of your No Return policy, they may open it in PP.  They will still have to pay return shipping. 

I'd just let them return and be done with it.  And who knows.  Once they find out they will be paying for return shipping, they may not return it at all.  But then on business day #6 after you accept the return request, if there is no tracking uploaded, you can call Ebay and have the return closed.