Returns

[67bird67]

Had a new experience the other day.

A buyer purchased an item I had listed with a no return policy.  The buyer used the item a couple of weeks, decided he/she didn’t like it and started a return.

 I get a message of the return request from EBay informing me of the request, but I was not obligated to accept the return.  OK.

 I go to reject the return.  A new message from EBay comes “encouraging” me to accept the return in order to give my customer a good buying experience!

I’m sorry.... I don’t care about this guys buying experience....he’s NOT a good customer, certainly no one I want to buy from me again!

[m60driver]

Well if you don't want that buyer to buy from you again then just block the buyer.  But you have been selling long enough to know that if a buyer wants to return something then you are obligated to accept that return.  Otherwise the buyer will get a refund and be able to keep the item.  Your stated no return policy has no meaning in the modern online retail world.

[ittybitnot]

Your stated no return policy has no meaning in the modern online retail world.

It is my understanding that the OP's buyer did not pick a phony SNAD reason when requesting the return.  Therefore the seller is not required to accept the return. 

[rpalma]

The relatively honest buyer didn't open a SNAD return which means the seller can refuse it.

I feel bad when I get those, but there is a reason I don't accept returns on some items (new vs used, free shipping etc).

Ebay's "helpful" advice is bad advice for sellers. Your accepting a return isn't going to make the guy more likely to buy from you and why would you want him to?

[corvettestainless]

@rpalma  Ebay's "helpful" advice is bad advice for sellers. Your accepting a return isn't going to make the guy more likely to buy from you and why would you want him to?

eBay's advice is spot on. It is what the general public expect- transparent free returns with refunds, like all the other internet entities do. Upset him here- he's not just boycotting you, the seller, he boycotts the entire platform. Do that enough (which is done here all the time, hence the 1000's of threads started by sellers wondering where the buyers are). 

It's not about you- it's about returning to ebay and purchasing here. How would you feel if you couldn't return an item you did not want anymore (within time limits shown- typical 30 days). ? 

[rpalma]

I'm not sure if you are actually a seller, but you seem to be struggling with some very basic business concepts.

So, let me help you.

The benefit to accepting a return is negligible to the seller. In fact, it's probably less than zero because if the seller says "no returns" he has most likely cost himself sales while accepting a return when he said "no returns" doesn't benefit him at all.

The large cost to the seller of accepting a return is a minor benefit to the platform and basically no benefit to the seller.

I will say that ebay's guarantee of 30 day returns for SNAD IS a benefit for the platform and the sellers even though it's frustrating for the sellers when liars use it to cheat.

How would I feel if someone who said "no returns" refused to accept a return?

I am an adult and can read and I would have understood what "no returns" meant and wouldn't have asked.

If the item were not as described, I would have opened a SNAD return.

Hope that information helps you and best of luck in the future!

[rpalma]

You also need to realize that the places with "free returns" aren't eating the cost of the returns themselves.

They are passing the costs on to their suppliers. That is how Amazon and Walmart do it at least.

Sadly, as an ebay seller, I don't have the ability to do that.

If you do, good for you!

[mtgraves7984]

You're stuck between a rock and a harder rock. It's true that 'No Returns' isn't worth the energy of typing it. In today's eBay, you're much better off to take a breath and take the return. Worry about the refund after you get your item back and inspect it.

Seems to me you have to weigh your metrics in with your money. I'm just saying...

[city*satins]

If the buyer actually used the item, I wouldn't hesitate to deny the return request.

If the buyer merely asked to return but had not actually used it, I might consider it, depending on the item.  I offer returns on almost everything anyway, so it's easier for me to say yes.

[mam98031]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. ALA Free Returns

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

For those with Free Return and/or TRS members with 30 day return policies, there are some added benefits, one of which is the ability to do a discounted refund under certain conditions.

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

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html#m17-1-tb1

[chapeau-noir]

Far from 'all', many do not offer 'free' returns - particularly after the item has been used for two weeks, particularly on the secondary market.  IAC, if I purchased something from someone with a 'no return' policy, I would honour that and not try to return it after two weeks of use.  If I didn't want to purchase something with no returns offered, I would not purchase to begin with. Pretty simple, and feelings don't come into it. 

[lightlily_arts]

When a seller does not accept returns and is stated as such in the listing you are not obligated to accept returns where the customer changes their mind.  Although, you have the option to decline you will see that statement from eBay “encouraging” you to accept the return in order to give the customer a good buying experience.  Since you will lose the PayPal transaction fees and original shipping fees with any refund I wouldn't accept the return. The other issue is that these buyers can then go to PayPal and try that option next. You would have to submit the information from eBay to fight the return with PayPal.

[nkmipgolf]

Right on!!! in the past if I did not like it anymore I would resell it. eBay was about every day people trying to make a buck off their personal items, now one has to act like a Dept store. I'm not Walmart, I live in a 1 bedroom apt, and make people pay taxes for my personal items, give me a break.

[corvettestainless]

@rpalma  .....The large cost to the seller of accepting a return is a minor benefit to the platform and basically no benefit to the seller....

It is a MAJOR benefit to the platform, in what is called 'customer retention'. If customers stay, sellers get sales. Customers shop elsewhere, sellers get no sales. Therefore, returns, a  "necessary evil" in this day & age, overall is helping sellers more than they realize. 

[inhawaii]

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@corvettestainless wrote:

How would you feel if you couldn't return an item you did not want anymore? 

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If i bought an item under the conditions "no returns" i wouldn't ask to return it.