HELP! I have a customer requesting a not as described return.

[midwestmerch17]

I have a customer that requested a not as described return. I want to know what options I have. Also...

(1) Do I have to refund the original shipping price?

(2) Do I have to pay for the return label?

(3) What are the affects on my account for this kind of return?

(4) If I have to refund the shipping price and/or the return label, how do I recoup the cost?

Please help!!! Thank you in advance for your reply!

[onefootflipper1]

Long story short, you have no option but to accept the return and pay the return shipping or just refund and let them keep the item.

If you ignore it then it will ding your account greatly and you will still lose the money and the item.

You won't recover any money at all other than the ebay final value fees.

Before anyone jumps in about top rated plus, someone with 18 feedback is not going to have top rated plus status.

[luckythewinner · Accepted solution]

(1) Do I have to refund the original shipping price?

Yes. 

(2) Do I have to pay for the return label?

Yes. 

(3) What are the affects on my account for this kind of return?

If you accept the dispute and send the label (or just refund outright) the effects are minimal. If you do not accept the dispute and let eBay step in, eBay will almost certainly rule against you and you will get a "case closed without seller resolution" defect. A handful of those can put you Below Standard and in danger of being out of business.

(4) If I have to refund the shipping price and/or the return label, how do I recoup the cost?

You do not recoup the cost. That is the cost of doing business on eBay. 

[albertabrightalberta]

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@luckythewinner wrote:

(4) If I have to refund the shipping price and/or the return label, how do I recoup the cost?

You do not recoup the cost. That is the cost of doing business on eBay. 

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Although you don't "literally" recoup the cost of shipping in both directions, you can deduct those costs on your tax return next year.

@midwestmerch17 

[lakefor94]

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@onefootflipper1 wrote:

Long story short, you have no option but to accept the return and pay the return shipping or just refund and let them keep the item.

If you ignore it then it will ding your account greatly and you will still lose the money and the item.

You won't recover any money at all other than the ebay final value fees.

Before anyone jumps in about top rated plus, someone with 18 feedback is not going to have top rated plus status.

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@onefootflipper1 what would TRS+ have to do with the seller's case?

[midwestmerch17]

@albertabrightalberta   @luckythewinner    @onefootflipper1 

So if I except the return, when does the buyer get refunded? Before or after I receive the item returned. Also, what if the item is returned in worse condition then when shipped, whose fault is that, The buyer or USPS? If the buyer do they still get the refund? THANK you guys for responding and coming to the rescue!! I realize that I have a lot of questions, being a new seller, and appreciate your time spent responding to my questions! 😃

[toysaver]

The most important thing to do is to learn from the experience.   If it was the kid's jacket next time make sure to include exact measurements or pictures with a tape measure.  

[kensgiftshop]

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@midwestmerch17 wrote:

So if I except the return, when does the buyer get refunded? Before or after I receive the item returned. Also, what if the item is returned in worse condition then when shipped, whose fault is that, The buyer or USPS? If the buyer do they still get the refund? THANK you guys for responding and coming to the rescue!! I realize that I have a lot of questions, being a new seller, and appreciate your time spent responding to my questions! 😃

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You refund the buyer when the item is returned.

It doesn't matter what condition the item is in, they'll get a refund.

[midwestmerch17]

@toysaver 

Thanks for your advice, I wish it was only that, instead it was the digital camera. Apparently it know longer works, It did work before shipping and I have a photo to prove it did in the listing. Not sure what happened in shipping, but it no longer turns on?!?

[lakefor94]

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@midwestmerch17 wrote:

@albertabrightalberta   @luckythewinner    @onefootflipper1 

So if I except the return, when does the buyer get refunded? Before or after I receive the item returned. Also, what if the item is returned in worse condition then when shipped, whose fault is that, The buyer or USPS? If the buyer do they still get the refund? THANK you guys for responding and coming to the rescue!! I realize that I have a lot of questions, being a new seller, and appreciate your time spent responding to my questions! 😃

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You will be refunding in full no matter what the buyer sends back and no matter what condition. You will then get your final value fees back from eBay. 

If you are Above Standard rated had offered Free Returns for 30 days, your account may have qualified for the privilege of doing a refund deduction of up to 50% for items returned in a different condition.  

[midwestmerch17]

@kensgiftshop 

If the item is returned damaged, can you file a claim with USPS?

[inhawaii]

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@midwestmerch17 wrote:

@kensgiftshop 

If the item is returned damaged, can you file a claim with USPS?

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You can, but it would be a waste of time.

They will most likely claim the item wasn't  packaged well enough and deny the claim.

[lakefor94]

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@inhawaii wrote:

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@midwestmerch17 wrote:

@kensgiftshop 

If the item is returned damaged, can you file a claim with USPS?

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You can, but it would be a waste of time.

They will most likely claim the item wasn't  packaged well enough and deny the claim.

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Yes the OP is really reaching here...... what if, what if.  But par for the course in learning how to deal with returns.

[midwestmerch17]

How do I send the buyer a return label? Can I do that through eBay?

[roccotacodad54]

   Axs well as the advice from these others. Do yourself a favor and read Ebays Money Back Guarantee for buyers. Most if not all questions about returns are covered there.