Declined buyers return request for doesn’t fit

[surfingagent]

I am having an issue with a buyer who bought a sweater from me where I listed the correct size and measurements. He’s saying it’s too tight and requested a return for doesn’t fit. I declined the return saying that I listed all measurements and pictures showing the measurements and size on the tags. I feel it’s just a buyer’s remorse purchase and wanting to get his money back after using it for the holidays.  How can I protect myself going forward from here when he realizes that I was able to decline the doesn’t fit return? Would he still be able to open another return request and choose item not described to force me to accept the return? 

[slippinjimmy]

Yes they could open a NAD request or they could just go to their payment source and do a NAD chargeback which you will absolutely have to accept AND add another $20 for the chargeback fee.

Not suggesting they will do that but they could.

[harborauction]

Yes, through ebay's money back guarantee the buyer will be able to return the sweater, just accept the return, relist the sweater & move on

Trying to force a buyer to keep an item they don't want rarely has a positive outcome for the seller

[baydealz · Accepted solution]

It might be remorse, it might just not fit, regardless the buyer is in control on ebay.   Ebay thinks it's Amazon or Costco and wants everyone to be able to return for any reason.  I sell used and electric stuff, so there is a ton of risk, I'm losing interest in providing what was a good service - all items are thoroughly tested and documented, often with operating videos!  I still get 'not as described.'   Even when I say 'no returns, everything is shown'.  I used to argue with ebay who would sometimes just cover it.  Now they automatically send them a label, that I pay for.  At least they should know that a used keyboard will not be storeroom new, but there is still the Amazon effect (especially clothes) where people will want to return for ANY reason.  Ebay doesn't and shouldn't be that way.  Ever try to return something at a flea market?  The bigger issue I'm seeing is I think since Covid there has been an exponential rise of resellers, they are the shady ones.  They'll buy from you to resell and if there is any little mark that risks their own sell, they know how to play the game to get their money back, whereas a true end user would think, 'one little pulled thread is no big deal, I know I didn't get it from Nordstroms.'  ebay actually advised me to mark as 'parts/repair' to stop that ability,' but then they assume there are hidden issues and won't pay, or pay as much.  Advice to you is photograph and measure EVERYTHING and put as much in ad about no returns, not just for the buyer, but so ebay sees that when you appeal the return.   Returning of clothes may make sense, except that the seller always has the risk of eating at least one direction of shipping.  Other online vendors often allow returns but with like 20% restocking fee, to comp for the inventory/shipping.  Ebay needs to fix that, they say you can 'offer reduced refund,' but they'll just complain to get it all.  Another idea is to just eat it, 'add it to cost of doing biz, and it all washes out ('win some/lose some' - but I struggle with that, especially when feeling I'm being gamed). Good luck, it all works out.

[mam98031]

You can't.  The best you can do is make sure your descriptions are informative and complete.  Good, clear pics and lots of them.  

But when you decline a buyers request for return due to Buyer Remorse, since you have a no return policy you can do that, you won't be able to protect your feedback and your feedback needs some help.  

You need to sell more transactions and get more positive FB so to dilute those numbers.

@baydealz doesn't appear to be aware that Ebay's policy is with a No return policy you CAN deny a return for a buyer remorse reason.  Should you is a completely different question.

[iamalwaysright]

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@slippinjimmy wrote:

…or they could just go to their payment source and do a NAD chargeback which you will absolutely have to accept AND add another $20 for the chargeback fee.

Not suggesting they will do that but they could.

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I’m pretty sure if you honor a payment dispute’s claim and just refund on your own accord, you don’t have to pay the $20 chargeback fee. That fee is only if you challenge the claim and lose, right? So it’s sorta like a Dirty Harry, “Do you feel lucky punk?” kind of scenario.

[mam98031]

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@iamalwaysright wrote:

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@slippinjimmy wrote:

…or they could just go to their payment source and do a NAD chargeback which you will absolutely have to accept AND add another $20 for the chargeback fee.

Not suggesting they will do that but they could.

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I’m pretty sure if you honor a payment dispute’s claim and just refund on your own accord, you don’t have to pay the $20 chargeback fee. That fee is only if you challenge the claim and lose, right? So it’s sorta like a Dirty Harry, “Do you feel lucky punk?” kind of scenario.

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I believe you are correct.  With an exception.

If they file an INR and the tracking shows delivered, don't voluntarily refund.  If the CCC rules for their buyer, Ebay should be refunding them with Ebay funds as you should be covered by Seller Protection as long as you followed the ebay rules on shipping.

[iamalwaysright]

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@mam98031 wrote:

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@iamalwaysright wrote:

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@slippinjimmy wrote:

…or they could just go to their payment source and do a NAD chargeback which you will absolutely have to accept AND add another $20 for the chargeback fee.

Not suggesting they will do that but they could.

---

I’m pretty sure if you honor a payment dispute’s claim and just refund on your own accord, you don’t have to pay the $20 chargeback fee. That fee is only if you challenge the claim and lose, right? So it’s sorta like a Dirty Harry, “Do you feel lucky punk?” kind of scenario.

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I believe you are correct.  With an exception.

If they file an INR and the tracking shows delivered, don't voluntarily refund.  If the CCC rules for their buyer, Ebay should be refunding them with Ebay funds as you should be covered by Seller Protection as long as you followed the ebay rules on shipping.

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Right. I was going to add to my reply that I would never back down from an INR or the ever popular “I don’t recognize it” payment dispute when my tracking shows it was delivered, but my edit time window was gone.

I would only consider bowing out on payment disputes with SNAD or some of their other weird one off reasons that involve the item itself and not the delivery or payment. 

[jerseyboymusic]

@surfingagent 

You simply, in reality, CAN'T refuse a return anymore on Ebay... the Ebay MBG now overrides whatever you wish.

When I sell clothes on my selling account, even though I list measurements, I have to keep in mind that clothing may not fit the way the measurements indicate. I try to remember that if I try on clothes in a store, even though the measurements are correct, it may not fit me the way I want.

How any times I've been to JC Penney, Burlington, etc and maybe one out of the five garments IN MY SIZE that I try on actually work for me.

It's best to just accept the return, get the shirt back, and hope for the best.

[mam98031]

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@jerseyboymusic wrote:

@surfingagent 

You simply, in reality, CAN'T refuse a return anymore on Ebay... the Ebay MBG now overrides whatever you wish.

When I sell clothes on my selling account, even though I list measurements, I have to keep in mind that clothing may not fit the way the measurements indicate. I try to remember that if I try on clothes in a store, even though the measurements are correct, it may not fit me the way I want.

How any times I've been to JC Penney, Burlington, etc and maybe one out of the five garments IN MY SIZE that I try on actually work for me.

It's best to just accept the return, get the shirt back, and hope for the best.

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Yes you can IF you have a No Return Policy.  These sellers are allowed to deny a properly filed Buyer's Remorse return request.  This is covered in the MBG too.

This site is not ran like other Retail sites like you refer to.  Some of those sites actually make the buyer pay for a return.  Not all but some Retail sites.

[jerseyboymusic]

Not my experience with Ebay returns...

But I meant going to the store and trying on clothing BEFORE buying... that even if the item is in my size, it still may not fit right

[johnrj1226]

For what  ever reason your  buyer doesn't  want this item.  But they stated the item doesn't fit.  This is a "remorse" reason for return where the buyer has  to pay return shipping and if the  item had a separate shipping/handling charge you can elect to refund the shipping charge or not..  This was the best  scenario for you but you declined.  Your best option  was to advise the buyer to "return for refund" as your buyer now can open a not as described reason for  return and you pay for all shipping/handling plus the item selling price.

Just for  your information  not all S, M, L, XL etc tagged items are  of the  same size in clothing and footwear are the  same size dimensions - there are no universal standards to adhere to.

[mam98031]

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@jerseyboymusic wrote:

Not my experience with Ebay returns...

But I meant going to the store and trying on clothing BEFORE buying... that even if the item is in my size, it still may not fit right

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Sellers with a No Return policy can accept a properly filed buyer remorse return if they want to, but they can also deny it if they want to.

When the seller doesn't fulfill their return policy

• Actions and timeframes
• Deciding the outcome

If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns).

When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. The seller may exclude original shipping costs from the refund.

When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[mam98031]

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@johnrj1226 wrote:

For what  ever reason your  buyer doesn't  want this item.  But they stated the item doesn't fit.  This is a "remorse" reason for return where the buyer has  to pay return shipping and if the  item had a separate shipping/handling charge you can elect to refund the shipping charge or not..  This was the best  scenario for you but you declined.  Your best option  was to advise the buyer to "return for refund" as your buyer now can open a not as described reason for  return and you pay for all shipping/handling plus the item selling price.

Just for  your information  not all S, M, L, XL etc tagged items are  of the  same size in clothing and footwear are the  same size dimensions - there are no universal standards to adhere to.

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You are correct, but only if the listing had a No return policy or a 30+ day policy w/ buyer pays shipping.

[baydealz]

'Should you?'  Has a buyer ever admitted for remorse?  I would accept that return  just for his honesty.  Even if it is remorse or finding a better price, they just make stuff up.  Ebay has ruined the trading relationship.  Yes, good description and lots of photos, and it's still never enough.  The scammers look for the gotchas.  And you're on your own as a seller, it's a crap shoot, some people like gambling, I'm tired of it.  24 years and I'm now giving stuff away.  Let others play with this sinking ship.

What's your ratio?  I see no less than 50% **bleep** in one way or another (either trying to get another item, money back or return).