How to handle buyer’s remorse with a no-return policy

[alli-black]

Hello, 

I sold an item recently with a no-return policy to a buyer who now is displaying a case of what I believe to be buyer’s remorse. They received their item and sent me a message saying “not happy with item, will not work for what I need.” This was the entire message and they didn’t go into any more detail, which is odd to me, as it doesn’t sound like there was anything wrong with the item, they just decided they didn’t want it anymore. I even double checked the listing and all of the pertinent info is there, so there wouldn’t be any valid reasons for a return. If I tell the buyer that I will not accept returns, I’m afraid they might either open a case against me or will leave me negative feedback just to spite me. I’m sure I could dispute it, but part of me  doesn’t want to risk it as I don’t want to jeopardize my selling reputation. Is it possible that I can offer a return to the buyer, even though my listing stated that I don’t accept them? What would you do in this situation?

Thanks.

[krazzykats]

Return for refund. If you don't, eBay will insist you do...

[chapeau-noir]

They want you to tell them that it's OK to return it.  So, it's up to you whether you refuse the return (valid if you have no returns policy), or make an exception for them and refund item price on receipt of the item. 

[little*blackdog]

Tell buyer you'll be happy to refund if they will return the item to you.

Usually they don't return. 

Your "no return" policy is okay if people are deterred by it, but too many

aren't and Ebay would allow them to return for refund (at their own cost

for shipping) anyway.

[fab_finds4u]

No returns doesn't mean no refunds.

MBG says they want the seller to resolve the problem by offering a return or a refund.  If you don't do that and eBay steps in they refund and let them keep the item.  And you get a defect for a case unresolved by the seller.  Tell them to return it for a refund. Then refund when you get it back.

[alli-black]

Thanks. Do you know if eBay has seller protection in this situation? Let’s say I gave the buyer the okay to return the item— would eBay not release the funds back to them until I confirmed that I received the item back in the same condition I sent it out in? 

[pburn]

@fab_finds4u wrote:

No returns doesn't mean no refunds.

MBG says they want the seller to resolve the problem by offering a return or a refund.  If you don't do that and eBay steps in they refund and let them keep the item.  And you get a defect for a case unresolved by the seller.  Tell them to return it for a refund. Then refund when you get it back.

---

Remorse returns aren't covered by the MBG.

If the buyer is honest and files for a return using the reason they already stated in the message to the OP, it won't be covered--in theory . . .

[rebell45 · Accepted solution]

The buyer will need to open a return request through eBay.  If you can persuade them to open a buyers remorse case instead of a not as described, you can have them return the item at their expense and refund them when it arrives. If it is not in the same condition, you could withhold part of the refund.  I think eBay will back you on this if you follow the procedure properly. You want them to choose on of the first 5 reasons below. 

[inhawaii]

Perhaps the buyer has buyers remorse and was just "venting" to you.   Hopefully it will end here. 

Good luck!

[alli-black]

Ah, thank you. I’m glad to hear that I can withhold the refund until I get the item back, as I was worried about being scammed.