Ever have buyers want to keep item and not return and they expect a full refund? This may be why.

[love2beselling]

Besides selling on eBay I also buy on eBay. I also shop on other sites. If you don't shop "A" you may not be aware that for some items when you go to return them on "A", "A" offers you a full refund and you can keep the item. The seller "eats it", and "A" builds "buyer trust." Hmmmm....

As a seller, have you ever allowed a buyer to keep an item without returning it because you would have to cover the return shipping?

• Maybe for damaged items? I have when USPS damages item and they show me pictures including the shipping materials.
• When you ship the wrong item and its not worth the cost to pay for return? Buyer proves wrong item sent with pictures. I've done this a few times- issued refund for wrong item sent and I sent the correct item.
• Or do you absolutely never allow a buyer to keep an item with a full refund? Do you always insist on a return?
  
  What’s your approach?
  
  Note: Linking to article about "A" returns when buyer keeps item and gets their money back.
  https://www.mensjournal.com/news/amazon-makes-major-change-to-free-returns
  

[3lilyankeefans]

I’ve always been required to return the item to Amazon for a refund, even cheap items. 

[meme6253]

That use to be very easy to do on Amazon, They would just tell you to keep the item, But that's not the case anymore, They want the item returned now before you get a refund.

[chevymontecarlo88]

It depends on the circumstances. (price, customer history, scammer or worth the effort)

If i was at fault (wrong item) or could have prevented (poor packaging, item flaw) the issue/return, i would do everything to make the deal right. (sometimes refunding and letting them keep the item) In that case I would also do something extra for the buyer even if they did not ask/want. 

With transactions of significant value-

I have always believed if a buyer has an issue (return or post sale questions) and needs help from you, take it as an opportunity to make that customer a lifetime fan of yours. Make the transaction personal and something they WILL remember even if the relationship started off on a sour note. There is much more to it (how each seller deals with returns/issues), and it always depends on each individual problem/transaction. IMHO

My transactions are typically much more ($) than the average sale on eBay so i can afford to invest more time with my buyers which in return can turn them into repeat customers. Customer service these days is so rare and awful that it really does not take much effort to build a stable of loyal buyers. 

[nycfitnessfamilyfinds]

I have not run into that, I shop A a lot and perhaps 10% of returns (typically poor quliaty or doesn't match description) I am told to keep it. I am Prime and shop a lot.

[fbusoni]

@love2beselling 

From the linked article:

It's worth noting that this style of return is not a right or a guarantee for Amazon shoppers. It's offered selectively at Amazon's discretion and cannot be requested by the customer.

So no, this phenomenon (no return / full refund) is not nearly as simple as the cause and effect suggested by your title.

In 26 years of selling here, I've not once had a buyer ask to keep an item and ask for a full refund.

However, there have been perhaps a dozen times when I've offered to let the buyer keep the item and processed a full refund for them.  

[dolcetreasures]

The only place I’m aware that does that is Temu for the absolutely lowest of the low junk they are peddling. It’s seriously the worst of the worst crap you could ever buy. 

[gator08041971]

@love2beselling 

I think purchase history and experience influences a seller/buyer relationship with places like A or similar.

That said.

I have had one item that I refunded and let the buyer keep due to shipping being more than the item was worth to ship back.

In my personal experience in working with A, I have a lot of purchase history.  Apparently my history is pretty good, because they have on multiple occasions refunded me for a lower cost item and didn't want it back.  I can't say this has happened lately, but they have refunded the instant the item was scanned for shipment back.

Two days ago, I had to return an item to Starlink.  (I do Starlink installs in my area, and I buy a LOT of mounts and accessories).  I never returned a single item to them before.  They refunded it, allowed me to keep it, and I ordered a different item I needed instead.  No issues.  Kinda surprised me to be honest and not something I intend to abuse.

I also work with NewEgg for stuff, have been with them for 25 years.  They have often bent over backwards to help resolve issues that they may not for other customers.  But I have spent 10s of thousands with them.

Point is, how you are as a customer to a retailer makes a huge impact.  So does abusing policies of a retailer.  They track all that you buy, return, and even the condition it comes back in.  That gets noted.

This can then affect how you are treated later on.  And you can't tell me that a place like A would NOT do that.  They have devices that you can talk to and order stuff, they know your purchase history and habits.

[soh.maryl]

Why compare eBay to "A" in terms of policy etc? It's way beyond "apples and oranges" IMHO.    

[gator08041971]

@soh.maryl 

I think it relates to the impression that sellers have an option to let a buyer keep an item and refund it and that its something akin to some of the bigger marketplaces like A.

That option is at the discretion of the seller here, not eBay, which is the largest part of the difference.  Unless the seller lets the problem get escalated, then eBay steps in and will decide for them.

[soh.maryl]

Thank you.  Am well aware of the way in works in either case.  Trying to point out that Amazon can afford to be more generous/liberal in their return/refund policies unlike Grandma Nancy who's probably just listing a few of her keepsakes to make a few bucks to supplement her puny SS checks.  

[legalbeagle52]

I am a very big customer on "A" and it's been a long time since I returned something and was told to keep it.   That was quite a few years ago.   Walmart did it too on some inexpensive items.   But I did hear recently that Amazon was starting it up again.   But I have yet to see evidence of it.   I only return a very small percentage of what I order.   So far I haven't been told to keep any of it.    Although I used to have Prime & now I don't ... I wonder if that makes a difference?

I haven't had any of my books returned but I am going to be listing some items in different categories so it may happen.  I think I would only let them keep the item if it wasn't worth the shipping to send back ...   if I could see the item was damaged or couldn't be listed again or  if I was at fault.

[reallynicestamps]

My policy is "no refund without return"  and it should be emphasized that even sellers with a No Returns policy can demand the return before refunding.

That being said, I have occasionally allowed the buyer to keep a low value item if it is obvious to me that the error was mine.

Since I am in Canada, the cost of tracked cross-border shipping comes into this.

And that being said, I currently have a set of mint stamps being returned to me because the buyer had ordered the used set. My error.  No eBay claim. The buyer sent out the incorrect set the same day I sent out the correct one. Lettermail, no tracking.

[stephenmorgan]

I had a Amazon return a short time ago.  They offered I could drop it off or UPS could pick it up.  I agreed to drop off the item.  They issued a document that I just needed to take to UPS with the item.  Come to find out I have UPS drop off locations and even a UPS actual office but the item had to go to a UPS Store.  Nearest one is 90 miles.

I called Amazon back and asked if they could change the return to a UPS Pick Up.  They told me to dispose of the item and not return it.

What was advertised.

What was received.  As you can see, it did not even come with the girl that was advertised.  My wife was looking forward to the girl helping around the house.

[pickapaper]

@fbusoni wrote: "In 26 years of selling here, I've not once had a buyer ask to keep an item and ask for a full refund."

Neither have I.  But one time I did have a "buyer" lecture me and DEMAND that I give her an item for free because it was originally a store give-away and I should not be charging for something that was free to begin with.  I don't remember specifically what the item was other than it was a booklet or catalog that was decades old and wasn't cheap.