Buyer wants to return after accepting item and both of us leaving positive feedback.

[lindaskeepsakes]

Hello All, I have never posted on this board before, so I hope I do it right. 

First the buyer made an offer on this item and then purchased it at full price. I messaged the buyer to see if they wanted both items I had or if they just wanted one. The response was that they just wanted the "buy it now item".  I shipped, buyer received, buyer left positive feed-back, I left positive feed-back. Now buyer has buyers remorse, (I think buyer found the item cheaper) and wants to return it. I just don't know what to do or how to handle this. HELP

[ebooksdiva]

Accept the return, receive the item back and refund.

[vintage-camerastuff]

I would accept the return and let the buyer know that he/she will have to pay the return shipping cost.  Make sure you receive the package and it is in the same condition that it was sent before giving refund.

[caldreamer]

Because you offer returns...customer can return item "for any reason" and you must accept return.    If you refuse to accept return (before deadline) EBAY will do it automatically and you will get a "defect" on your account for not following the rules.

You are probably right about customer "getting better price" somewhere else.    What can you do but accept return and add to your block list (this is all part of business...accepting good with the bad).

[monica-sells]

The reciprocal feedback is irrelevant...

This buyer may well have buyers remorse as you suggest....if that is the case, or you can either --

Accept the return request...and refund when you get the item back. Do not choose the "let ebay step in option"....follow the messages and requests and do everything through messaging/options....

OR

"fight it" for the principle of the thing (in which case you will lose)

[lindaskeepsakes]

Thank you

[fern*wood]

Feedback doesn't have anything to do with this issue.  What is your return policy for the item?

[lindaskeepsakes]

Thank you.

[luckythewinner]

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@lindaskeepsakes wrote:

Hello All, I have never posted on this board before, so I hope I do it right. 

First the buyer made an offer on this item and then purchased it at full price. I messaged the buyer to see if they wanted both items I had or if they just wanted one. The response was that they just wanted the "buy it now item".  I shipped, buyer received, buyer left positive feed-back, I left positive feed-back. Now buyer has buyers remorse, (I think buyer found the item cheaper) and wants to return it. I just don't know what to do or how to handle this. HELP

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You appear to have a 30 day return policy, and if so remorse is a valid reason for a return .

So if the buyer opens a return within the return window, you accept it.

Whether the buyer received the item or left feedback has no bearing whatever.

[calicorecordsandcds]

Several questions:

1) is this a new or used item?

2) what reason did they state in return request (hopefully through ebay not just messaging you) the reason for return.

3) what is your return policy.

4) have you contacted ebay about this?

[calicorecordsandcds]

I totally disagree with this recommendation.  Sellers do not always lose on eBay it all depends on several variables.  People that always trout Ebay does not support seller when things go wrong must be doing something wrong.  I have had 3 times that ebay stepped in and took my i.e. the sellers side in issues.  I have never had any where they have not.  However, I do several things that I read time and time again people say does not work, or they cannot do on here.  Most importantly when something goes wrong with a issue just get it on record so Ebay can see what is happening and understand a chain of events.  First thing I do is keep eBay informed of what is happening and what actions I am taking and if I need to ask for advise I will.

I do not recommend that you let Ebay step in option as well I recommend that if you choose to have them take action make that request verbally so that you can again get on record why you are doing so.

[ckimodog]

@lindaskeepsakes 

Feedback really doesn't come into play.  Since you offer 30 day returns,  you should honor it.  Buyers remorse happens.  Make sure the buyer files a return so that you get your item back to re-sell. 

Good luck and Happy Selling.  

[calicorecordsandcds]

I agree with lucky exception of one thing and it brings me back to question I asked what is your return policy.  You can make it very detailed and take out the option for remorse (not recommended), I would simply make sure to only under settings mark the reasons you accept and I would also list in description that in cases of changing mind you will charge fee for returns so your buyers are aware.  

I would not get any advise on this forum that I would not follow up with through Ebay CS before I just blindly accept a return.  If there is a way to work around and you talk to these people they may be able to help you or advise you better.

has stated several times feedback has nothing to do with this.

[lindaskeepsakes]

Wow Thank you!

1.  New item

2. They just messaged me and said they thought they "over paid".

3. I take items back up to 30 days. I just have never had anyone so happy with the purchase, leave feedback and then change their mind.

4. I don't know how to contact eBay until buyer does start return request. I have messaged them and told them that is the way I would prefer the return be done.

[fern*wood]

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@calicorecordsandcds wrote:

I agree with lucky exception of one thing and it brings me back to question I asked what is your return policy.  You can make it very detailed and take out the option for remorse (not recommended), I would simply make sure to only under settings mark the reasons you accept and I would also list in description that in cases of changing mind you will charge fee for returns so your buyers are aware.  

I would not get any advise on this forum that I would not follow up with through Ebay CS before I just blindly accept a return.  If there is a way to work around and you talk to these people they may be able to help you or advise you better.

has stated several times feedback has nothing to do with this.

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It is against board rules to give out information that isn't true.