How to prevent "wardrobing" customer returns.

[aemforsale]

Long time ebay member (over 10 years) selling mostly my pre-owned or unused items especially designer fashion/accessories without a problem. The past 8 months ive had a rash of customers who want a discount ( i negotiated with two in order to avoid a return) and the latest - first actual return. They site the item not being photographed correctly and edges are more worn than they thought.  I take the max number of photos and describe flaws...the question is i can't tell if the item - say purse - was used for an evening and returned. Everyone's monitor and phone are different, not to mention eyes, what constitutes a flaw etc. In fact my double monitor display at work shows two fairly different views based on color, shadows etc. 

Item returned and refunded. Now im left holding the bag.

The latest feedback - " a bit more used than i like but it does say used-pre owned." Buyer has not responded about removing...how do we stop this? Is there a way to attach a large, unremovable tag in the event a buyer cuts it, negates their ability to return?

How can someone return an item for being more used than they assumed? How does ebay describe used? Thanks.

[tamaralea]

You've got the customer who just want partial refunds on everything they buy and then you've got the customer who wear once and return for the whole refund.  It may be a losing battle.  Special occasion clothing (purses, shoes, etc.) probably draws the most full refund buyers.  Charging for shipping could cut down on returns.  Someone also mentioned using those colorful zip ties on all items and stating that returns must have zip tie attached.  

[ittybitnot]

How can someone return an item for being more used than they assumed? How does ebay describe used? Thanks.

It doesn't matter what you put in  your description anymore.  You could have a brand new never used designer dress with the tags on and .....

A buyer hitting the SNAD  (doesn't match the description) button and they immediately become the victim

and the seller the crook.   It matters not if they are lying.  It matters not if they wore the designer dress for the occasion and posted pictures of themselves on social media in the outfit.  Once the SNAD button is chosen, the seller is toast and has two choices regardless of any return policy:

Accept the return, front the money or a prepaid return shipping label, and refund when you get a parcel back. Know in advance that you will be refunding regardless of what comes back in that package.  It could be something totally unrelated to what you sent, the box could be empty.  The buyer will get the money back from you. 

OR

Refund and let the buyer keep the item for free. 

If you don't pick one or the other, ebay is going to do it for you, and award you performance defects for same. 

I do not mean to be harsh, just sayin' how it rolls here. 

[aemforsale]

What a crock..don't mean to be rude either...so basically, a sale hinges on how honest the person is. Thank you. Maybe its time to find another selling venue and a shame. 

[jeannicho22]

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@aemforsale wrote:

Long time ebay member (over 10 years) selling mostly my pre-owned or unused items especially designer fashion/accessories without a problem. The past 8 months ive had a rash of customers who want a discount ( i negotiated with two in order to avoid a return) and the latest - first actual return. They site the item not being photographed correctly and edges are more worn than they thought.  I take the max number of photos and describe flaws...the question is i can't tell if the item - say purse - was used for an evening and returned. Everyone's monitor and phone are different, not to mention eyes, what constitutes a flaw etc. In fact my double monitor display at work shows two fairly different views based on color, shadows etc. 

Item returned and refunded. Now im left holding the bag.

The latest feedback - " a bit more used than i like but it does say used-pre owned." Buyer has not responded about removing...how do we stop this? Is there a way to attach a large, unremovable tag in the event a buyer cuts it, negates their ability to return?

How can someone return an item for being more used than they assumed? How does ebay describe used? Thanks.

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Not enforceable.

The buyer could send you used cat litter and you would still have to accept a return if they claim INAD.

I do feel badly for sellers who sell

clothing

car parts

computer parts

computer games

smart phones

For whatever reason, these categories seem to attract scammers

BTW, large department stores have the same problem of "renting" clothing.  They call it friendly fraud.

[ittybitnot]

so basically, a sale hinges on how honest the person is

Exactly.  Sorry to be the bearer of the bad news, but best you know. 

[jeannicho22]

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@ittybitnot wrote:

so basically, a sale hinges on how honest the person is

Exactly.  Sorry to be the bearer of the bad news, but best you know. 

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YUP, and some categories seem to have more dishonest people than others... clothing seems to be one of them.

[oaklandmaryland]

many us sellers feel the same way and it is just a waiting game until we make the move.

[aemforsale]

It's happened just a few times and only this past year. Too much buyer's remorse..heck ive been there myself but either resale the item or accept it. Attaching something the way large retailers do that can't be cut off. I will try it - thank you so much.

[femmefan1946]

I like the low tech version of a store's security tag.

A prominent ziplok fastener is a great idea.  Buyers cannot return items that have been fundementally changed, so removing the ziplok is cheap and effective.

I agree with separate Shipping, although generally I prefer to use FlatRate/Free Shipping.  It gives you something to work with in Buyer Remorse cases.

I wonder if " a bit more used than i like but it does say used-pre owned." would move a Dispute from Not As Described to Buyer Remorse.

The difference being who pays for the return.

I'm firm about No Refund without Return.

If it's good enough to keep, it's good enough to pay for.

"I regret you are not happy with your purchase. Please return for refund." Rinse and repeat.

Don't offer to pay for return shipping unless eBay tells you to in the Dispute.

If a return shipping label is not used, you don't have to refund, and the cost of the label will eventually be refunded.

But is the "rash" three problems? Out of how many sales? From your feedback about a dozen in the past six months?

That is a high percentage.

[parkersparrow]

When I used to work in a retail store years ago we used to put a hang tag on all the fancy dresses in an odd place where someone couldn't just tuck it in and wear it. Stating no returns without this tag attached. You could try something like that, it might discourage some but usually ebay sides with the buyer.

[ittybitnot]

Attaching something the way large retailers do that can't be cut off. I will try it - thank you so much.

That won't help either.   

[femmefan1946]

That's a tag beyond the exploding ink tags I take it? The ones used for shoptheft prevention?

[kensgiftshop]

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@aemforsale wrote:

What a crock..don't mean to be rude either...so basically, a sale hinges on how honest the person is. Thank you. Maybe its time to find another selling venue and a shame. 

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You are going to find that anywhere you sell online, not just Ebay.

[upgradedendmills]

Any scammer worth their salt is probably on their way to the hardware store as we speak to stock up on various widths and colors of zip ties. Maybe someone will start selling custom tamper proof ones for clothes vendors.