Return requests didn't like it on a new unopened collectable

[ijourneaux]

I sold a collectible Star Wars chess set in a new unopened condition. Buyer wants a refund be cause he didn't like it. The listing clearly indicates that returns are not accepted. For most sales, I would just allow them to return the item and have them pay the return shipping but now the packaging for the chess set is opened and I can only sell it as used.

Don't want to hurt my reputation and wonder what would be the best way to move forward.

[dbfolks166mt]

     Situations like this are a difficult call. If the buyer has opened a request for a return using a remorse reason you can of course deny the return since it was/is a remorse return. EBay would most likely initially find in your favor. However, there is really nothing preventing them from opening another case for NAD either with eBay or their CC company and the buyer may ultimately be fully refunded and allowed to keep the item. 

     While not optimal I would simply accept the return and refund the buyer upon receipt of the returned item. 

[baydistributionllc]

No Returns isn’t real. They are returning it if they want to return it.

You putting no returns takes away many of the options leaving the buyer with only the INAD options that cause you a defect.

”No Returns” is “Returns With Defects”

If you offer returns and they send it back open or damaged you can deduct up to half. Buyers know that so if they intend to abuse returns they look for no returns listings. Funny how that works. No returns making one a target for returns.

Furthermore there are good people who think no returns means no returns and thus the item probably doesn’t work. It causes the bad people to buy and the good people to not buy.

No returns is a recipe for disaster. Don’t do that.

I would ignore any messages, this isn’t Facebook after all. “Doesn’t like it” is entitled and gross. I wouldn’t converse with that. Just deal with the return if they open one, take your lick, and change your policy.

[ckimodog]

@ijourneaux 

No returns does not mean no refunds.  Accept the return and send them a label to return it.  It's Ebay's money back guarantee.

[ittybitnot]

It's Ebay's money back guarantee.

@ckimodog 

Is "didn't like it" covered under the Money Back Guarantee now? 

[whimsyonthewinetrail]

i recently got a return request for a book ..." it was too big" ... good gravy 😛

[ckimodog]

@ittybitnot 

I've read it doesn't matter why they return it.  However I believe if they enter just didn't like it, the buyer needs to pay for the label.  What concerns me is the OP does not accept returns and someone may be looking for a free chess set.  It's a tough call. I would hope the OP would cover their bases and just send them the label for the sake of protecting them self from someone who may not be so honest. 

[ijourneaux]

Thanks everyone for the comments. I have never turned down a return request before but in this case, with a collectable, often a lot of the value is in the fact that the packaging has never been opened.

Realize that I might have to take it on the chin here. If I accept the return can I reduce the refund because it is opened. Obviously I would I form the buyer of that be for hand

How can I prevent this from happening in the future? What is the correct way to list an item like this? 

[dbfolks166mt]

No Returns isn’t real. They are returning it if they want to return it.

     Actually it is very real. However, for the most part putting seller does not accept returns is an exercise if futility. In the case of a remorse return the seller can accept or deny the return. If they accept the buyer will pay the return postage. If the seller denies the return the buyer has to keep the item but it is likely the buyer will just open a NAD case or ask eBay to step in and the buyer will be fully refunded and allowed to keep the item.

     A lot of buyers are also well aware of which return reasons require them to pay the return postage and will choose one that doesn't. 

You putting no returns takes away many of the options leaving the buyer with only the INAD options that cause you a defect.

Not really the buyer has a lot of options to choose from when requesting a return. They include. 

”No Returns” is “Returns With Defects”

Not always that depends on the integrity of the buyer when they request the return. 

If you offer returns and they send it back open or damaged you can deduct up to half. Buyers know that so if they intend to abuse returns they look for no returns listings. Funny how that works. No returns making one a target for returns.

Furthermore there are good people who think no returns means no returns and thus the item probably doesn’t work. It causes the bad people to buy and the good people to not buy.

Very possible for newer buyers but remember eBay flashes the MBG all over to the buyer and even sends them messages about not being happy with an item and how to return it.

No returns is a recipe for disaster. Don’t do that.

Agree.

[dbfolks166mt]

Thanks everyone for the comments. I have never turned down a return request before but in this case, with a collectable, often a lot of the value is in the fact that the packaging has never been opened.

Realize that I might have to take it on the chin here. If I accept the return can I reduce the refund because it is opened. Obviously I would I form the buyer of that be for hand

How can I prevent this from happening in the future? What is the correct way to list an item like this? 

     You have options if you accept the return. 

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115 

     Long ago I was burned once for using seller does not accept returns and have never used in since. 

[ijourneaux]

So if I accept the return I an deduct a portion of the return because it is no longer in the same condition as it was sold? i.e. opened).

Don't get me wrong, I always expected that I was going to have to accept the return but that fact that this was an unopened collectable makes it more more challenging to accept.  From the comments, I should change my policy to accept returns. In this case, I would be able to reduce the refund because the collectible is opened? The EBay guidance says the recommended reduction is ~10%. That might be ok here but on other collectables, opening the package   would dramatically reduce the value.

[ijourneaux]

---

If you offer returns and they send it back open or damaged you can deduct up to half. Buyers know that so if they intend to abuse returns they look for no returns listings. Funny how that works. No returns making one a target for returns.

Where does it that you can deduct up to half? I don't need 50% but, on this item 25% would seem reasonable.

[coolections]

Unfortunately, you will have to accept the return. What I did notice was two things why the buyer wants to return it. You never mention in the description or in the item specifics what the pieces are made of? Also, I see another seller selling the same thing BIN for $50. So, weather it is the price, or possibly the material (plastic)? Could be the reason for the return.

[sextons-sweet-deals]

' Buyer wants a refund be cause he didn't like it'

tell the buyer to return at their cost and after inspection, you will refund

When someone buys a specific item, that pretty much means they have an idea what they are looking for and have researched on eBay to purchase.

[albertabrightalberta]

@ijourneaux 

The buyer was honest enough to choose a remorse reason for requesting the return so you DO have the option of declining it. 

The main (and very major!) issue is that the item is no longer in the condition it was sent! And that's huge! 

As a seller, I have a no return policy but never refuse a return when a buyer is honest enough to choose a remorse reason for requesting it. However, I do charge separately for shipping so I don't have to refund the original shipping and return shipping is (of course) on the buyer. 

Since you have "free" shipping (i.e., shipping cost is rolled into the item price), you cannot deduct shipping from the refund. Refund has to be full item price. 

It doesn't appear that you are TRS so I don't believe you're allowed to deduct for the item not being in the original condition. Perhaps if the buyer will agree to a deduction for the reduced value, you can issue a partial refund upon receipt of the return.