Returns

[tex-421]

Hi folks, I sold a jacket this week, Item ID: 325902546117, and the buyer reached out to me and said she didn't read the description (which says it's brown) and thought it was green.  She hasn't said she wants to return it yet, but I'm sure it's just a matter of time.  

I assume eBay returns policy would require her to pay for the return shipping, but not sure exactly how the whole returns/refund thing works.  Can someone forward me links to policies so I can get myself up to speed on dealing with this please?

Thanks.

[southern*sweet*tea]

The Mackinaw?  It looks green on my monitor.

Buyers on Ebay have the money back guarantee:  https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

If the buyer files an item not as described claim  (doesn't match description/fake/broken) the seller is required to pay the return shipping.  When the item is returned the buyer is refunded in full.

If the buyer chooses a remorse reason (doesn't fit/don't like it/found a better price) the buyer is required to pay the return shipping.  When the item is returned the buyer is refunded in full if you had free shipping.  If you had buyer paid shipping you can withhold the original shipping costs.

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-for-sellers?id=4703

[stainlessenginecovers]

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@southern*sweet*tea wrote:

The Mackinaw?  It looks green on my monitor.

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@southern*sweet*tea Curious-are you looking at the Vest above the Jacket (that sold more recent)? as it looks brown to me, especially against that 'green vest'?? 

[tex-421]

The vest is dark muddy greenish brown, Filsons calls it "forest green".  The jacket isn't sold anymore by Filson's so I don't know how they described it, I just called it brown for the listing.  The photos are fairly accurate (as is possible on a computer screen).  The buyer messaged me and said she loved the jacket and thinks her boyfriend will too, but she just thought the color would be green, which St. Paddy's or Leprechaun green it isn't.  Who know, maybe she'll be fine with it.  She was the first bidder on the listing and it gave me heartburn from the start cause she has zero feedback and looks like she set up the eBay account just to buy the jacket.

[tex-421]

So bottom line here, it is up to the buyer to initiate the return, not me the seller.

[southern*sweet*tea]

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@stainlessenginecovers wrote:

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@southern*sweet*tea wrote:

The Mackinaw?  It looks green on my monitor.

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@southern*sweet*tea Curious-are you looking at the Vest above the Jacket (that sold more recent)? as it looks brown to me, especially against that 'green vest'?? 

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They both look sort of  a muddy olive green to me.

[southern*sweet*tea]

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@tex-421 wrote:

So bottom line here, it is up to the buyer to initiate the return, not me the seller.

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Yes, the buyer would start a return if they decide to do that.

[lonebuck-books]

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@tex-421 wrote:

So bottom line here, it is up to the buyer to initiate the return, not me the seller.

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Yes, it is up to the buyer to start the return process.  On a side note, the jacket and vest both look green on my monitor also.  If you re-list it after a return, you might want to re-take the pictures to make it look closer to the color in person.  Sometimes colors can be hard to get right in a picture.  I usually will take a close up of the fabric with no background to mess with how the camera reads the color and adjust my camera so the color matches in my camera monitor.  That seems to help when someone asks about a color.

[gamersbaystore]

If the buyer lies about the reason for the return, which they do 99% of the time, then you're on the hook to pay for return shipping. To add insult to injury, your account gets dinged for the buyer lying about it too. Just get a handful of buyers stating the item is not as described and ebay will start charging you inflated fees.

Even just giving a refund gets you a defect. There is nothing sellers can do anymore to stay within the good graces of ebay's draconian policies.

[lakefor94]

"Just get a handful of buyers stating the item is not as described and ebay will start charging you inflated fees."

A seller has to have a minimum of 10 defects in Seller Metrics to be charged extra fees and the percentage total has to be very high as compared to peer totals.

[stephenmorgan]

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@gamersbaystore wrote:

Even just giving a refund gets you a defect. There is nothing sellers can do anymore to stay within the good graces of ebay's draconian policies.

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So if I give a refund on shipping I can get a defect?  Then too many defects because of shipping refunds may lead to higher fees?

[albertabrightalberta · Accepted solution]

@tex-421 

I'm not sure what the big deal is. You have a 14 day return policy (with buyer paying return shipping) so as long as the buyer wants to return within that 14-day period, it's automatically approved. 

Just tell the buyer to open a return request and return it.

For the future, I recommend that for clarity, you should add the color to the title while also stating it in the IS and description.

[fern*wood]

That's one of those funky colors I dread describing.  So I generally give it the ole greenish/brownish look depending on the lighting.   I'd respond to their message is some kind way to acknowledge her concern, but unless she has an ungrateful boyfriend that whines about the color and breaks up with her, you hopefully won't get it back.

[toysaver]

It resembles that old army green to me, like faded khaki.  The background color can color can affect how the true color is interpreted.  It's best to use a neutral color.  If you get it back use a white or gray background and you'll see a difference.  

[tex-421]

Not added the color to the title was a major oversight on my part!