Feedback removal guidelines

[em.incorporated]

I do not take returns, this is very clear in my listings.  In the past when I have received a negative FB comment which mentioned this it was removed because the buyer was asking for something (a return) not offered in the listing.  

Today I received neg FB again mentioning my no return policy but eBay will not remove it.  The buyer also messaged me beforehand  saying "I believe it would be in your interest to make an exception in this case. I would like to leave positive feedback for you."  Sounds like FB extortion to me. 😕

Any advice on how to proceed?  Has anyone had luck reaching out to eBay on twitter?

[reallynicestamps]

You can refuse returns.

You cannot refuse refunds

First clue. Return and refund are spelled differently.

If the buyer were smarter they would have opened an Item Not As Described dispute

and you would have either paid for return shipping and refunded

or you would have refused, had eBay step in to refund the buyer, take the refund money from your Held funds, and given you a Defect for non-cooperation.

Defects can mean you have higher fees, restrictions on the number and value of your listings, or even a closed selling account.

In the circumstances, you'd be better off  to move on. You were lucky the buyer didn't understand the Money Back Guarantee.

[inhawaii]

You may no think this is relevant, but what's the reason for the return?

[em.incorporated]

She said it ran big.  Measurements were listed, not that it matters as buyers don't seem to be able to read these days.

[em.incorporated]

Oh, I'm moving on.  Just ticked that eBay seems to be changing the rules yet again.  

[frommichel]

Hello. I took a look at a sample of your listings. No, I do not think that you make a 'no returns' policy very clear. I see that you have the eBay generated 'this item is not returnable' condition. Yet, you don't state this anywhere else in your listings. Since this is a hot issue for you, make a statement about it in your product details.

As to the reason stated by the buyer, I think the photo indicates that it is a baggy sweater b/c the sweater is long and its sleeves clearly dangle below the wrist.

BTW, FWIW, the text in your listing details is very small.

So, I agree with your annoyance at the FB b/c the pics don't seem to support the buyer's assertions. However, you could do more to make this better for yourself with clear 'no returns' specified in the item details in addition to more detailed and larger descriptions.

[soh.maryl]

Am hesitant to ask this, but you do know that eBay's Money Back Guarantee for buyers tops your "no returns" stance every time, right?

In other words, if what I receive from you is not as described, or if I just feel it's not as described, I can open an NAD case and you will be required to send me a prepaid return label and to refund in full when the item arrives back to you.  

[jerseyboymusic]

You may not take returns, but Ebay WILL refund an unhappy buyer at your expense. They make this clear in the TOS for the MBG

The sweater cost the buyer $40. Was it worth the neg?

[soh.maryl]

What rules have changed recently?

[playwithitagaintoys]

You have 34K items sold and 3700 active listings but you are here complaining about a neg? 

[jerseyboymusic]

It doesn't matter if measurements are listed or not. I have sold (on my selling account) LOTS of clothes... Jeans, shirts, jackets, etc. Even if measurements are correct, the fit of the garment falls a bit differently on each person.

Have you ever gone to a clothing store and tried on the same size of jeans, slacks, jackets, etc? I bet between brands, none fit exactly the same way.

A "no return" policy says to me you are just trying to get rid of stuff. The Ebay MBG has been around for a few years, so if you are not offering returns, unfortunately you are setting yourself up for the occasional negative feedback, if you are fighting over a return. 

The days of fighting with a buyer to keep something and not refund are over

[frommichel]

Yep, I forgot to include something stated by several very smart folks here - your policy does not apply to a buyer who says an item bought was not as stated, no matter how clearly you inform shoppers.

[ckimodog]

@em.incorporated 

Unfortunately, the eBay 30 day money back guarantee will trump your no returns policy quickly.  No returns, does not mean not refunds.  I would change that policy to avoid more bad feedback and headaches.  Sorry for your frustration.