How would you handle this? Do I give up on my principles?

[iamalwaysright]

First off, I never issue partial refunds. By never I mean like 98% of the time, haha. Because honestly no rule is absolute and I have been known to offer a partial when I feel the buyer is legit and the issue is caused by seller fault.

So I sold a shirt to someone who absolutely needed it to wear on Tuesday. After I shipped it he was already complaining about the ETA changing, claiming I didn't ship it yet and threatening to return it saying he doesn't need it if it arrived after that day. I explained to him how ebay generated ETA operates as well as USPS, and that his shirt was shipped out as promised in 1 day. 

Lo and behold he received the shirt on Saturday. Now he's complaining about the thickness of the shirt. The listing doesn't mention anything at all about thickness or weight. And it has a simple photo similar to this

His message was "Hi there I received my shirt. I know you offer free returns. I'd keep it if you'd consider at least a $5.00 credit? I'm sad with the material. The shirt looks thicker in the pictures and what I got was pretty thin. I rather doubt it will hold up after a few washes. I wanted it to wear on Tuesday, so this is why I'm asking if you'd consider a credit?"

Key points in his message that I think need analysis/consideration.

1) He knows I have free returns

2) He's asking for a credit straight out

3) He's sad with the material (100% cotton) that was clearly stated in the listing

4) He's claiming that the photo displays some sort of thickness to the shirt

5) He's claiming to know the durability of the shirt (then again, I can't control how people wash their clothes)

6) He seems to only intend to wear this shirt one time (Tuesday)

Given this situation, how would you handle it? I think this one is trickier than my usual issues because of a few factors. Any thoughts, tips, advice, insults, etc are welcome. Thanks

[redmodelt]

RE wear on Tuesday! When my sister worked at a leading department store, ladies would do that often. Buy an outfit for an event, wear it, then return for a full refund. 😞

[bonanza125]

@mam98031 

I should have said "File a return" instead of "Escalate a return" 

[mam98031]

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@bonanza125 wrote:

@mam98031 

I should have said "File a return" instead of "Escalate a return" 

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Then darn typos.  I too have fallen victim to the fingers that don't function correctly !!!  😍

[tobaccocardyahoo]

The buyer's motivation is irrelevant to some sellers and paramount to others.

IMO a customer for a t-shirt concerned about delivery time would have been a customer I blocked.

Since you did not or could not add this buyer to your BBL before he made the purchase, some sellers will go through the returns process as a matter of principle and others will make a small partial refund to avoid wasting their time and avoid the costs associated with an INAD claim which the buyer could make.

My decision would based on the money and getting rid of this buyer as quickly as possible. Other sellers will let their biblical sense of justice prevail, no matter what the cost.

[sammiea1460]

 "So I sold a shirt to someone who absolutely needed it to wear on Tuesday. (red flag) After I shipped it he was already complaining about the ETA changing, (red flag) claiming I didn't ship it yet (red flag) and threatening to return it saying he doesn't need it if it arrived after that day. (red flag)  

Lo and behold he received the shirt on Saturday. Now he's complaining about the thickness of the shirt.  (red flag) 

And the buyer summarizes the red flags: 

"...I know you offer free returns. I'd keep it if you'd consider at least a $5.00 credit? I'm sad with the material. The shirt looks thicker in the pictures and what I got was pretty thin. I rather doubt it will hold up after a few washes. I wanted it to wear on Tuesday, so this is why I'm asking if you'd consider a credit?"

IMHO, this is not his first rodeo. I am sorry this has happened to you.

[gurlcat]

I would not even reply to this time-wasting petty joker.  But I would expect to probably receive a negative.  Therefore I would preemptively (as in, right now) gear up my Seller Protection thusly:

[reallynicestamps]

"I regret you are unhappy with your purchase. Please return it for refund."

"I regret you are unhappy with your purchase. Please return it for refund."

"I regret you are unhappy with your purchase. Please return it for refund."

"I regret you are unhappy with your purchase. Please return it for refund."

[rugerskick]

Nope do not do it.  "Please return for refund."  Customer had prior intent to get a partial refund from you by issues you said they raised even before shipping out.

[albertabrightalberta]

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@iamalwaysright wrote:

His message was "Hi there I received my shirt. I know you offer free returns. I'd keep it if you'd consider at least a $5.00 credit? I'm sad with the material. The shirt looks thicker in the pictures and what I got was pretty thin. I rather doubt it will hold up after a few washes. I wanted it to wear on Tuesday, so this is why I'm asking if you'd consider a credit?"

Key points in his message that I think need analysis/consideration.

1) He knows I have free returns

2) He's asking for a credit straight out

3) He's sad with the material (100% cotton) that was clearly stated in the listing

4) He's claiming that the photo displays some sort of thickness to the shirt

5) He's claiming to know the durability of the shirt (then again, I can't control how people wash their clothes)

6) He seems to only intend to wear this shirt one time (Tuesday)

Given this situation, how would you handle it? I think this one is trickier than my usual issues because of a few factors. Any thoughts, tips, advice, insults, etc are welcome. Thanks

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First thing I'd do is report the buyer! Get it on record that the buyer received the item, mentioned knowing of your free return policy and still is requesting a partial refund (not offered by you) without taking advantage of your return policy.

Then I'd send this to the buyer: 

"Dear buyer, 

I'm sorry you aren't happy with the shirt. Since you mention knowing that I have a free return policy and a partial refund won't change the thickness of the shirt and since you mention that you don't think it'll hold up through washes, I'd hate to see you disappointed. 

Please open a return request and upon receipt of the request, I'll issue a shipping label. 

Sincerely, 

Seller" 

After it's over, BLOCK the buyer. (I don't suggest doing it until the transaction is over because you want to be able to respond to his communications.)

[broto_64]

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@iamalwaysright wrote:

That's what I would normally do. But in this specific situation, how likely will the buyer return it after wearing it that one time on Tuesday? They already said they don't need it anymore after that day.

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Dear Buyer,
I am so sorry you are unhappy with your purchase, please return the item for a full refund through the item returns process that can be found in your purchase history.
Thank you,
Seller

* No overthinking this one.

[mam98031]

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@rugerskick wrote:

Nope do not do it.  "Please return for refund."  Customer had prior intent to get a partial refund from you by issues you said they raised even before shipping out.

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That is exactly what the seller needs to do.  Let the buyer know that they can return it for a refund.  In Post #2 on this thread, I described this process for the seller / OP.

[reallynicestamps]

You can give a refund  and get back a used shirt to donate or wear as a nightie  or sell as used.

Or you can give a partial and get a negative. 

Or you can hope the buyer doesn't open a chargeback and still leaves a negative.

At least, try to make sure they don't have both money and shirt. 

[iamalwaysright]

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@buyselljack2016 wrote:

Let me throw this one against the wall to see if it sticks (see if it becomes a factor in the decision)

How much do they get ($) as a refund if they return a shirt that is not in the condition it was sent?

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Hm, okay let's pull out the ol' slide rule and math this out.

That depends on what reason was used to file the return (they haven't filed anything yet) since the difference would be the shipping.

If they file a remorse return, it would be for $14.89. Return postage would cost be about $5.50. If returned in a different condition, I would refund them about $7.45. Not including my COGS and original shipping cost, my net would be about $8.39 and I'd have a used shirt.

If they file a not as described return, it would be for $21.34. Return postage would cost about $5.50, but I would likely be able to report the abusive buyer protection to get that credited back. If returned in a different condition, I would refund them about $13.89 (can't ever retain original shipping for SNAD returns now). Not including my COGS and original shipping cost, my net would be about $7.45 and I'd have a used shirt.

If I issue a $5 partial, I'd net $16.34 and have no shirt.

I'm assuming that regardless of what happens, the buyer is definitely going to wear that shirt once. It's very possible for a shirt to be worn one time and still returned to look and seem new. Especially if the shirt wearer plans for this. Honestly no one would ever know. Then again, I've received shirts returned back where the buyer swears they never touched it and it totally smells like cigarette smoke and caked in pet fur.

[iamalwaysright]

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@mtgraves7984 wrote:

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@buyselljack2016 wrote:

Let me throw this one against the wall to see if it sticks (see if it becomes a factor in the decision)

How much do they get ($) as a refund if they return a shirt that is not in the condition it was sent?

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Good question. I don't know that this seller can make the reduction. Are you TRS, @iamalwaysright??
And a follow-up question... could you sell it for a lesser profit if it's returned after being worn?

Bumfuzzles me why people buy online when their purchases require them to 'feel' the fabric. I'm just sayin'...

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Yea I can issue a less than full refund for this account. On that note, I always forget the criteria needed to have this function. Is it just being a TRS and that's it? I kept getting it confused thinking a criteria is having free returns. I'm asking for my other accounts that have different returns policies.

No, I doubt this shirt can really be resold if already worn. It'll just get donated or become a new rag for my warehouse.

[gurlcat]

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@iamalwaysright wrote:

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On that note, I always forget the criteria needed to have this function. Is it just being a TRS and that's it? I kept getting it confused thinking a criteria is having free returns. I'm asking for my other accounts that have different returns policies.

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If the listing had 30 days FREE returns, even though the account is not TRS

If the listing had 30 days free OR buyer-pays returns, and the account is TRS

you can deduct up to 50% of the item's original price, and also the original shipping.