Dealing with a buyer that won't let a return refusal go

[littleguineapiggy]

On my other account (my active one), I have a no returns policy.  It's never really an issue except for maybe 3 sales per year (out of 500~).  Well, a buyer opened a return now with the reason of, "don't like it" saying, "it looked like a store return" because it wasn't folded perfectly in the store packaging.  Naturally, I refused.  She then messaged me saying it had soil, and she really needs to return it.  I messaged her back explaining what a no returns policy means, and that she needed to say the first time there was an issue like that, and I'm not required to do anything else.  She sent me another increasingly aggressive message pushing the return, and I reported her for circumventing policy, and harassment.  This is something she could just easily wash if she felt it was a little dirty.  I find it interesting she did not open the correct case and say this at first, which makes me think she's making it up.  I've never had someone like this.  What else can I do?

[atikovi]

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@missjen831wrote:

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@atikoviwrote:

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@the*dog*ate*my*tableclothwrote:

I STILL don't get it. What loss do you take if you accept the item back for original selling price only? Your time? The listing fee? Buyer pays shipping both ways. You get your Final Value Fees back.

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If it was free shipping how do you get your actual shipping cost back?

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By charging a restocking fee. 

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Just an incentive for the buyer to file SNAD at which point that won't apply.

[southernfriedbelle]

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@the*dog*ate*my*tableclothwrote:

You cannot retroactively charge a restocking fee though. It has to be there in the listing for the buyer to agree to.

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@the*dog*ate*my*tablecloth, I don't think @missjen831 meant to imply that. Within the context of the discussion,  I believe she was stating that if a seller can set his return policy with a restocking fee included to compensate for the possibility of having to pay return shipping in the event of a return. 

I think. This whole part of the threads gotten me a little confused.

[the*dog*ate*my*tablecloth]

Yes the thread is confusing lol. The reality is that buyers are going to want to return. They do it at Amazon, they do it at Target. Trying to stop them from returning just raises the likelyhood of a SNAD.

So, sellers are welcome to have a no return policy but they shouldn't be surprised when it doesn't stop a determined returner.  Choose the behavior, choose the consequences.

[missjen831]

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@southernfriedbellewrote:

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@the*dog*ate*my*tableclothwrote:

You cannot retroactively charge a restocking fee though. It has to be there in the listing for the buyer to agree to.

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@the*dog*ate*my*tablecloth, I don't think @missjen831 meant to imply that. Within the context of the discussion,  I believe she was stating that if a seller can set his return policy with a restocking fee included to compensate for the possibility of having to pay return shipping in the event of a return. 

I think. This whole part of the threads gotten me a little confused.

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Yes that’s exactly what I was saying. Sellers who offer free shipping & accept remorse returns can recover the shipping cost by specifying a restocking fee in their return policy. Thanks southern!

[missjen831]

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@atikoviwrote:

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@missjen831wrote:

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@atikoviwrote:

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@the*dog*ate*my*tableclothwrote:

I STILL don't get it. What loss do you take if you accept the item back for original selling price only? Your time? The listing fee? Buyer pays shipping both ways. You get your Final Value Fees back.

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If it was free shipping how do you get your actual shipping cost back?

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By charging a restocking fee. 

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Just an incentive for the buyer to file SNAD at which point that won't apply.

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Not arguing that because it’s true but even without a restocking fee, there are other incentives to file an SNAD. There are honest buyers out there who don’t go straight to an SNAD, they file the correct return.( And then come here to complain about the restocking fee).

[lewisburggold]

The best move is to just refund and move on.  You will end up just hurting your store and a lot of cases its just not worth it.  Yea sure we all want stuff out of our house and i will be darned sometimes it comes right back its just a part of it.     Best regards