Probably a Fraud Return Request

[endco1]

Customer asked for a return on two earmuffs that touch hair and skin.  The add specifically states returns on those items are not accepted.  Customers reason (Changed their mind) They were too tight on their 4 YO heads") This was the first of it's kind since I started selling these in 2016 and the earmuffs are adjustable Is this too tight on this 5 YO ?. So, with a little research, the customer made the request on a Monday just after a local Monster Truck show in their town on Sunday 🤔.  Calling **bleep** on this customers request.  They got the items, used the items and then wanted to be refunded.  I offered a partial refund because, after all, they get to keep the items (can use them again), and I paid the shipping.  eBay should check customers return request for the number of times they request returns, to see if this is a pattern.  What say eBay?  What say You?

[stainlessenginecovers · Accepted solution]

Depends on the 'reason' and if they opened an 'official request'. If they did open a 'reason' that was correct, then you can just 'deny' the request.

With MILLIONS of transactions a day there is no way someone can 'look' at 'returns'- but...

If they continually open 'Not as Described' returns (forcing sellers that do not accept returns to accept the return AND pay for the return shipping)...THAT, is monitored and some buyers have been 'dis-allowed to open any returns'.

You, should NOT have offered to refund anything; if you don't accept returns and the reason is 'remorse' (doesn't fit, so, sounds like it was 'remorse) then you also do NOT have to accept the return. 

[robbie31415]

If they used reason 'changed my mind' then they are an honest buyer and did nothing wrong.

Your attitude appears to be an overreaction.

[endco1]

Thanks, this was the first time ever a customer has asked for a return and refund.  I was caught off guard a bit because I was not sure what eBay would do to support the customer and not the seller.  I personally feel they bought the items used them and looked at eBay for a way to get their money back.  Buy something, use it, and then return it and state it was defective.  Thanks again.

[endco1]

Seriously, "Changed my mind" 6 days after delivery and the day after the local monster truck show ?  I don't see it as honesty but instead, a way to get their money back after using the product.  But, giving them the benefit of my doubt, I offered a partial refund anyway and told them to keep the items.  Still they will probably give me the only bad review I ever had.  Check my profile you'll see I am Aces, Straights, and Flushes...  Thanks Robbie. 

[stainlessenginecovers]

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@endco1 wrote:

Seriously, "Changed my mind" 6 days after delivery and the day after the local monster truck show ?  I don't see it as honesty but instead, a way to get their money back after using the product.  But, giving them the benefit of my doubt, I offered a partial refund anyway and told them to keep the items.  Still they will probably give me the only bad review I ever had.  Check my profile you'll see I am Aces, Straights, and Flushes...  Thanks Robbie. 

---

what is meant by the 'honest' is that the buyer using that for a reason ALLOWS a seller to 'deny' the return request with now NO ability to 'open another request' and NOT a.) forcing you to 'approve the return b.) pay 100% of what is paid c.) forcing you to 'pay' for the return shipping. 

[robbie31415]

Yes because change my mind isn't forced.

If your returns are set to = no returns.

Then you can freely deny the return.

This is honest buyer. If they said Item not Described then you would be forced to return and pay for return shipping.

They can't change it and claim it's defective.

[pickapaper]

One thing you might consider to hold down "rent-an-earmuffs" situation is, when you ship them, to put a security tag on the item (in a conspicuous place so that they can't tuck it under out of sight) and make note that the security tag must be intact for return.  These security tags are available on eBay and there are two kinds, a Tyvek kind and a zip-tie kind.     For clothing or shoes, I like the zip-tie kind as they can be easily put through a button hole or shoe eyelet.   

I am well aware that buyers can cut these tags off and swear they were never there but it might make them stop or slow down.   I've been using security tags on some of my items for many years and have never had an issue. 

[chevymontecarlo88]

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@endco1 wrote:

Seriously, "Changed my mind" 6 days after delivery and the day after the local monster truck show ?  I don't see it as honesty but instead, a way to get their money back after using the product.  But, giving them the benefit of my doubt, I offered a partial refund anyway and told them to keep the items.  Still they will probably give me the only bad review I ever had.  Check my profile you'll see I am Aces, Straights, and Flushes...  Thanks Robbie. 

---

Your assessment of the customers sounds 100% correct. Has nothing to do with them being honest. 😒

You did not over react and handled it better than most. Its better to vent on the forum than with a customer regardless if you are right. 👍 Report the buyer if you think he is abusing returns. No one condones this behavior and it does feel unfair.

Report a buyer on Ebay 

-Good luck and keep selling.

[luckythewinner]

What say eBay?

If the buyer asked for a "changed my mind"  return and you do not accept returns, you can deny the return and eBay will back you for that specific request. Or you can accept it and the buyer will have to pay return shipping.

But I think the buyer can later file a "Not as described" dispute and you will be forced to accept it and either (a) refund in full without a return, or (b) refund in full and also pay return shipping.

What say You?

What I say does not really matter. What really matters are:

• what the buyer does,
• what you do in response,
• what eBay will do when you respond that way.

[stainlessenginecovers]

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@chevymontecarlo88 wrote:

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@endco1 wrote:

Seriously, "Changed my mind" 6 days after delivery and the day after the local monster truck show ?  I don't see it as honesty but instead, a way to get their money back after using the product.  But, giving them the benefit of my doubt, I offered a partial refund anyway and told them to keep the items.  Still they will probably give me the only bad review I ever had.  Check my profile you'll see I am Aces, Straights, and Flushes...  Thanks Robbie. 

---

Your assessment of the customers sounds 100% correct. Has nothing to do with them being honest. 😒

You did not over react and handled it better than most. Its better to vent on the forum than with a customer regardless if you are right. 👍 Report the buyer if you think he is abusing returns. No one condones this behavior and it does feel unfair.

Report a buyer on Ebay 

-Good luck and keep selling.

---

@chevymontecarlo88 maybe this 4 yr old has a VERY FAT head and they were NOT able to use them (and stating, by the seller, that they 'used them at the Truck Show' is ONLY a guess). 

[fbusoni]

The add specificallystates returns on those items are not accepted. 

I stopped there...

If eBay gets involved in a dispute, the buyer will get his money back one way or another.

It's always wise to immediately accept a return request, should you get one.

The onus is then on the other party to make the return.

[chevymontecarlo88]

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@stainlessenginecovers wrote:

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@chevymontecarlo88 wrote:

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@endco1 wrote:

Seriously, "Changed my mind" 6 days after delivery and the day after the local monster truck show ?  I don't see it as honesty but instead, a way to get their money back after using the product.  But, giving them the benefit of my doubt, I offered a partial refund anyway and told them to keep the items.  Still they will probably give me the only bad review I ever had.  Check my profile you'll see I am Aces, Straights, and Flushes...  Thanks Robbie. 

---

Your assessment of the customers sounds 100% correct. Has nothing to do with them being honest. 😒

You did not over react and handled it better than most. Its better to vent on the forum than with a customer regardless if you are right. 👍 Report the buyer if you think he is abusing returns. No one condones this behavior and it does feel unfair.

Report a buyer on Ebay 

-Good luck and keep selling.

---

@chevymontecarlo88 maybe this 4 yr old has a VERY FAT head and they were NOT able to use them (and stating, by the seller, that they 'used them at the Truck Show' is ONLY a guess). 

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You are correct and very reasonable stainlessenginecovers . We deal with speculation many times but saying the buyer is HONEST and the OP is OVER REACTING does not help anyone. If the seller thinks its an abuse of returns, they do have an option and link provided.

[stainlessenginecovers]

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@fbusoni wrote:

The add specificallystates returns on those items are not accepted. 

I stopped there...

If eBay gets involved in a dispute, the buyer will get his money back one way or another.

It's always wise to immediately accept a return request, should you get one.

The onus is then on the other party to make the return.

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That is not correct. If a buyer opens a 'return' with a 'remorse' reason (with a seller that does NOT accept returns) the seller can deny and buyer cannot open another return for that item. Case closed. 

[robbie31415]

Your post is unclear.

If you think a buyer can open a second return for not as described after opening a remorse return, you would be 100% incorrect.

There is only 1 return allowed per transaction. 

Now the buyer can go the route of a chargeback, but the seller would be in good spot to fight it with the evidence that the buyer changed their mind from their original return that will help demonstrate fraudulent behavior.