Return Request Advice

[mzcollectibles]

This morning a buyer requested a return on a set of NIB golf club grips that he purchased a couple of weeks ago. I set this particular listing to no returns accepted. I generally only accept returns on clothing, shoes, wearable items in general. I know most people wouldn't agree with this, but I've had no issues thus far. Luckily, the buyer was honest and started a return choosing "Doesn't Fit" as the reason. The issues is, buyer stated that the grip were "too tight" and had to cut them off of the clubs.  I'm considering just denying the request but a retaliatory negative is most likely guaranteed since he stated that the grips were not standard size.

I feel this is a lose lose situation. I highly doubt eBay would be willing to side with me on a request to remove a negative. Would the most appropriate action be to offer partial refund and tell him to trash the grips? Past requests have been much more cut and dry. This isn't an item that would be sellable even if I accept the return. 

[downrightspecialkids]

 He admitted to altering them. I would deny the return. Even if a negative is left, I am pretty sure in this case, ebay would remove it. I don't give in to buyers out of fear of a negative. 

[soh.maryl]

First of all, am pretty sure you know that your "no returns accepted" stance just doesn't fly with eBay if the buyer opens an item not as described case.

However, fortunately, you have an honest buyer who has stated "doesn't fit" as the reason for his return.

That means that you are not required to prepay his return shipping.

But it sounds like this buyer has altered the clubs (I'm not a golfer so have no idea if that makes them unsellable).  I think you're headed in the right direction by offering a partial refund.

[jayjaspersgarage]

Do it yourself mechanics trying to save on pro shop fees.  Jeez.

[mzcollectibles]

In my experience, even if returns are offered, some people will still select INAD just to avoid the return shipping. This isn't always the case but it happens. I'm relatively new compared to a lot of sellers on the platform but it has happened. If they're honest, they'll try to return properly like the gentleman I'm referring to. I don't decline returns for the sake of it and am willing to work with people. This incident is just unlike others I've dealt with before. 

As far as the item. If it were clubs. I'd gladly take them back. It was just a set of new in box grips.

To give you a more relatable example...

It would be the equivalent to selling a set of tires to someone, they jam said tires onto wheels that are too big, proceed to cut the wheels off, then try to return them cut in half.

They are no longer new or usable. 

[wrong66]

In this case, the alterations make the grips completely unsellable. I'd refuse the return. Save your emails from the buyer. He's admittedly destroyed the grips.

[ittybitnot]

 Luckily, the buyer was honest and started a return choosing "Doesn't Fit" as the reason. The issues is, buyer stated that the grip were "too tight" and had to cut them off of the clubs.  I'm considering just denying the request but a retaliatory negative is most likely guaranteed since he stated that the grips were not standard size.

@mzcollectibles 

So your buyer ruined the grips, and wants to return them?   You have an option of denying the return, I would use it.   

The "red donut" reviews no longer affect your seller rating.  It appears the "fear of maybe getting a negative" is still effective for some.  How much money are you willing to give up to 'maybe' not get a neg for a product your buyer destroyed? 

[divwido]

Even if you got a negative, a big BUYER CUT GRIPS OFF BRAND NEW CLUBS AND WANTS TO RETURN THEM makes them to be the jerk, not you.    Not every negative looks bad.   And what a jerk for doing that and then telling you, not that you wouldn't have found out anyway.

Tell them they wrecked a new set of clubs and you are NOT taking them back.

[maxine*j · Accepted solution]

I would deny the return because he destroyed the grips.  

I would not offer even a partial refund, for the same reason.  

If he leaves a neg, reply with something like:   Buyer stated he cut the grips off the clubs he'd put them on, after deciding he didn't like the fit, thus destroying the grips.

One neg from an obviously unreasonable buyer will not hurt you in the short run, and in 12 months it will roll off the page altogether.

=

[wrong66]

Exactly. Even if you refunded him, there's no guaranty a jerk like that wouldn't give you a negative anyway.

[buyselljack2016]

Who was at fault for the fact that they "did not fit" is the key factor in this situation.

"Doesn't fit" can be a buyer, or seller error.

[dariudaudery_0]

Don't think its relevant anymore as buyer altered the item and wants to return it only after doing so and not before.

[buyselljack2016]

If they had to be cut off because they were misrepresented it would be relevant.

[dogchow747]

"buyer stated that the grip were "too tight" and had to cut them off of the clubs."

If I bought 2x4's at Home depot, cut them into lengths, then tried to return a pile of pieces because I cut them wrong... Would that go over?

Ebay has to stick up for sellers at some point in time.

The buyer ruined those grips.

I am not a golfer, but I doubt you can list these as

"New cut off grips, I often electrical tape cutoffs to my own clubs to save money, great feel at half the cost!"

Thats's not going to happen.

Buyer messed up, needs to own up and move on.

[luckythewinner]

If this happened to me I would refund them and chalk it up to the cost of doing business.

Especially if I'd had no issue with returns previously.