How to handle this buyer request..

[sh5237]

I recently just started selling again . Now I have sold an item and the buyer messaged me that the part doesn't fit (it's for 2004 trucks and up_. He's not saying that I listed it wrong but is this is what he said:  My truck must of been a left over from 2003 and just called it a 2004.  Do I just tell him to open a request a return? Will I have to pay return shipping and refund his org. shipping if he ordered the wrong part? He has not opened a return request yet. 

[pikabo-icu]

Tell him to return for refund.

It's buyer's remorse so he should pay shipping back. 

[Anonymous]

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@pikabo-icu wrote:

Tell him to return for refund.

It's buyer's remorse so he should pay shipping back. 

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Yeah, I would be really tempted to tell him to open a return using the "Doesn't fit" option.

[a*river*runs*through*it]

Keep those Ebay messages. You may need them to prove it is Buyers Remorse.

[994john]

Just eat the shipping and refund upon return with a smile.
In private you can tell a stranger how you really feel to get it off your chest.
Who needs all the stress?
This loss is actually part of being in business.

[shevey55]

As in any other doesn't fit return, he pays return shipping and you refund only the price of the item. He pays shipping both ways.

[mam98031]

You should NEVER ask your buyer to open a Request unless there is no choice and honestly I can't come up with a reason to do that.  Your buyer is apparently working with you now, just keep the emails in Ebay's M2M [member to member].  

I know I'm a little late to this conversation, so you may have already handled the situation.  I've had a few of these over the years.  When you are dealing with this through just emails OR if the buyer has opened a Request, your options are basically the same.  Ebay is NOT involved at all during this time.  

I keep communications completely professional and polite which in turn usually means the buyer will be too.  On a buyer's remorse situation, I will usually approve the return of the item, but I have the buyer pay for return shipping.  Once I get the item back, I refund the buyer for the product price only, not original shipping.  This is all after the buyer and I come to agreement.  Most buyers are reasonable and realize that the problem is not one of the seller's creation.  Especially when a buyer is emailing you first about the issue they are having.  They know it was them and not you.  

Whatever you and the buyer agree to during the Request stage or if you are just emailing each other is fine.  You do not need Ebay's approval.  

I suggest not having the buyer open a Request because it is too easy for them to accidentally escalate it to a claim.  And once it is a claim, chances are high that Ebay will just rule in the favor of your buyer and you take a hit on your Seller's stats.

I hope whatever you decided to do works out well for you and your buyer.

[Anonymous]

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@mam98031 wrote:

You should NEVER ask your buyer to open a Request unless there is no choice and honestly I can't come up with a reason to do that.  Your buyer is apparently working with you now, just keep the emails in Ebay's M2M [member to member].  

I know I'm a little late to this conversation, so you may have already handled the situation.  I've had a few of these over the years.  When you are dealing with this through just emails OR if the buyer has opened a Request, your options are basically the same.  Ebay is NOT involved at all during this time.  

I keep communications completely professional and polite which in turn usually means the buyer will be too.  On a buyer's remorse situation, I will usually approve the return of the item, but I have the buyer pay for return shipping.  Once I get the item back, I refund the buyer for the product price only, not original shipping.  This is all after the buyer and I come to agreement.  Most buyers are reasonable and realize that the problem is not one of the seller's creation.  Especially when a buyer is emailing you first about the issue they are having.  They know it was them and not you.  

Whatever you and the buyer agree to during the Request stage or if you are just emailing each other is fine.  You do not need Ebay's approval.  

I suggest not having the buyer open a Request because it is too easy for them to accidentally escalate it to a claim.  And once it is a claim, chances are high that Ebay will just rule in the favor of your buyer and you take a hit on your Seller's stats.

I hope whatever you decided to do works out well for you and your buyer.

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I think you and I have disagreed on this statement in a number of threads.  I have and will continue to ask buyer to open a request when I know that I will win it with 100% certainty or that it will block FB or I'm calling a buyer's bluff.  Negotiating with a buyer is great, but if it is clear the buyer is being unreasonable and is wrong, suggesting they open a request is a great way to put an end to it once and for all.

This has actually served me quite well.

[mam98031]

@Anonymous

That might be true as this isn't the first time I've shared this.

There are NO guarantees in Ebay.  There have been many threads started by sellers that were 100% sure they would win if a buyer escalated a Request to a Claim, but it didn't turn out that way.  I respect your right to handle your business in the way that suits you best.  If it works for you, that really is all that matters.

"...or that it will block FB or I'm calling a buyer's bluff."  A buyer's FB isn't blocked because a Request is filed or if the Request is escalated to a Claim.  Now if the buyer says something they shouldn't in their FB that is against the FB rules, then you can have the comment removed or maybe the FB all together.  But they aren't blocked from leaving FB.

"Negotiating with a buyer is great, but if it is clear the buyer is being unreasonable and is wrong, suggesting they open a request is a great way to put an end to it once and for all."  Yes it can, I agree.  In my earlier example I did specifically state that if you and the buyer are working well together, there is no need for a Request to be opened.  If things are not going well with the communication, chances are you won't even need to ask the buyer to open a Request as they will do it all on their own to attempt to get what they want.

[Anonymous]

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@mam98031 wrote:

@Anonymous

That might be true as this isn't the first time I've shared this.

There are NO guarantees in Ebay.  There have been many threads started by sellers that were 100% sure they would win if a buyer escalated a Request to a Claim, but it didn't turn out that way.  I respect your right to handle your business in the way that suits you best.  If it works for you, that really is all that matters.

"...or that it will block FB or I'm calling a buyer's bluff."  A buyer's FB isn't blocked because a Request is filed or if the Request is escalated to a Claim.  Now if the buyer says something they shouldn't in their FB that is against the FB rules, then you can have the comment removed or maybe the FB all together.  But they aren't blocked from leaving FB.

"Negotiating with a buyer is great, but if it is clear the buyer is being unreasonable and is wrong, suggesting they open a request is a great way to put an end to it once and for all."  Yes it can, I agree.  In my earlier example I did specifically state that if you and the buyer are working well together, there is no need for a Request to be opened.  If things are not going well with the communication, chances are you won't even need to ask the buyer to open a Request as they will do it all on their own to attempt to get what they want.

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No, but FB is blocked if the buyer "loses" the claim.  This can mean the buyer never followed through with a return and it timed out.  This can mean the buyer already admitted altering the object.  This can mean the buyer already admitted to "throwing the item away". 

OH YES, I've encouraged buyers to open a claim.

The truth is, if a buyer has a legitimate complaint such as damage, misprint, tracking shows the item never arrived, I sent the wrong item, etc... none of my buyers ever need open a claim, not ever.  I will bend over backwards to fulfill my obligation.  I also accept returns for any reason including buyer error, I just expect them to pay for the return and return the item in the same condition they received it in.

[mam98031]

@Anonymous

"No, but FB is blocked if the buyer "loses" the claim."  YES !!!  My bad, you are absolutely right.

[jesusrocks3339]

old thread, I wonder what the OP decided to to..

me I would have offered a partial return....just to get it over with, and next time not list an item where the shipping is twice the value of the item.   Not worth the headache for anyone in the case of a reutrn....

[mam98031]

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@jesusrocks3339 wrote:

old thread, I wonder what the OP decided to to..

me I would have offered a partial return....just to get it over with, and next time not list an item where the shipping is twice the value of the item.   Not worth the headache for anyone in the case of a reutrn....

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Shipping isn't driven by the price of the product.  There are many things that sell on Ebay that the shipping cost more than the item themselves.  To some buyers it is worth it, to others not so much.  But it is up to the buyer to determine if there is a market for whatever you might be selling that the shipping is higher than what the product value is.

This can be seen on many listings in the craft section.  There are some supplies that cost more to ship than the item itself.  I sell a whole series of different craft patterns that the shipping is more than the product price.  It just all depends on if there is a market for the product.  If customers come then it is fine, if they don't, then you might want to rethink what you are selling.

[lemarcheaupuces]

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@mam98031 wrote:

You should NEVER ask your buyer to open a Request unless there is no choice and honestly I can't come up with a reason to do that.  Your buyer is apparently working with you now, just keep the emails in Ebay's M2M [member to member].  

I know I'm a little late to this conversation, so you may have already handled the situation.  I've had a few of these over the years.  When you are dealing with this through just emails OR if the buyer has opened a Request, your options are basically the same.  Ebay is NOT involved at all during this time.  

I keep communications completely professional and polite which in turn usually means the buyer will be too.  On a buyer's remorse situation, I will usually approve the return of the item, but I have the buyer pay for return shipping.  Once I get the item back, I refund the buyer for the product price only, not original shipping.  This is all after the buyer and I come to agreement.  Most buyers are reasonable and realize that the problem is not one of the seller's creation.  Especially when a buyer is emailing you first about the issue they are having.  They know it was them and not you.  

Whatever you and the buyer agree to during the Request stage or if you are just emailing each other is fine.  You do not need Ebay's approval.  

I suggest not having the buyer open a Request because it is too easy for them to accidentally escalate it to a claim.  And once it is a claim, chances are high that Ebay will just rule in the favor of your buyer and you take a hit on your Seller's stats.

I hope whatever you decided to do works out well for you and your buyer.

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I am really not following you there.

when a return is opened all a seller has to do is to accept or not.

if accepted eBay I believe isssues the buyer a return label.

as simple as that.

As long as a seller resolves a problem it does NOT count as a defect.

i think you've got things mixed up here.

if a seller replies return for a refund all a buyer can do is return the item.

[penguins_dont_fly]

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@Anonymous wrote:

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@pikabo-icu wrote:

Tell him to return for refund.

It's buyer's remorse so he should pay shipping back. 

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Yeah, I would be really tempted to tell him to open a return using the "Doesn't fit" option.

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##edit -- sorry, didn't realize this thread wss so old 😞 ##

Or "Ordered by mistake" ... both are remorse reasons 😉

The buyer doesn't seem like they are trying to scam here ... they just ordered the wrong thing and admit it.

@sh5237

Just send them this:

Dear buyer:

We would be glad to accept a return for a refund.

Please go to your Purchase History and select "Return this item". Please use the reason "Does not fit".

eBay will give you the option to purchase a discounted shipping label for the return.

Please package the item up and ship it back within 5 days of opening the return.

When we receive it back, we will issue the refund.

Thank you.

Seller.