Seeking Advice

[inhawaii]

A customer messaged  me that his pineapple gummy bears are melted.

I'm going to refund him and don't want them back.

Which would be the better route to take?

A) Refund him.

B) Have his start a INAD return then refund him without requiring him to return the product?

I was thinking B so that there would be some kind of record of his INAD in case he is a chronic INAD returner, ebay should know about it so he can't continue doing it to others.

[wastingtime101]

I'd ask the buyer to send a pic so you can take care of the situation promptly. If buyer is cooperative and sends a pic then refund without asking the buyer to file a claim.

[ittybitnot]

FWIW:  SNAD returns count against your seller metrics (where you are compared with your peers).  They count just because the are 'opened' and will remain as a ding even if you refund in full.  

So, checking the present state of your metrics may influence what you want to accomplish. 

Do your gummy bears actually melt?  I am is S. FLA, and I suppose if I left them in my mailbox for a day or so it could be a problem.  If you shipped to Pennsylvania, your buyer is lying.....LOL. 

[allthings-collectible]

Agree with wastingtime101. Ask for pics first. If he provides them, then just issue the refund and let him keep them with an apology for the inconvenience. No harm done. 

[lakefor94]

You are going to refund regardless. Don't have them open a case. As @ittybitnot stated, you don't need the hit on your seller metrics that will stick no matter what.

Hit the refund button.

[toomuchstuffagain35]

Considering the current temps in many parts of the country this week I can't say I'm surprised they melted.

[wastingtime101]

---

@toomuchstuffagain35 wrote:

Considering the current temps in many parts of the country this week I can't say I'm surprised they melted.

---

It's 105*F in Vegas today. According to @silverstatetreasureboxes that's cool and breezy compared to the 115*F she sees quite often. 😰

[stainlessenginecovers]

Since you are refunding anyway; the last thing you want is an INAD on your record. Probably not worth it and if it's possible that they could melt, you wouldn't be helping another seller anyways.

[toomuchstuffagain35]

It was 103° one day this week. Today it's going to be only a balmy 99°

[luckythewinner]

---

@wastingtime101 wrote:

I'd ask the buyer to send a pic so you can take care of the situation promptly.

---

You can take care of the situation promptly without the buyer sending pictures.

IMHO asking the buyer for pictures is essentially saying you don't believe him.

[1786davycrockett]

@inhawaii 

I have to admit that @luckythewinner  makes a good point.

Just send the return, with an apology related to the temperamental temperatures much of the USA has been experiencing.

[wastingtime101]

---

@luckythewinner wrote:

---

IMHO asking the buyer for pictures is essentially saying you don't believe him.

---

It's my standard policy to ask for a photo whether I believe the buyer or not. If your message is phrased well buyers are going to realize it's just the process and not a personal accusation, especially if they realize it's so you can handle things without requiring a return. Many companies have a standard practice of requiring photos if they're going to refund without requiring a return.

Besides, buyer could pop those gummies in the fridge then cut them up with scissors if they're all stuck together. Free product for the price of sending a photo that, if one has a smartphone, takes about 10 seconds to photograph and upload to an eBay message.

OP's question was about not rewarding a potential scammer/opportunist. I stand by my advice.

[luckythewinner]

OP's question was about not rewarding a potential scammer/opportunist.

Nor was my response.

 I stand by my advice.

As do I.

takes about 10 seconds to photograph and upload to an eBay message.

Not if you do not use the eBay phone app, which I do not.

[inhawaii]

Thanks everyone for the great advice.

The customer did include pictures along with his initial request.

The customer has been refunded.

Interesting fact though.

When you refund it only refunds the item price and shipping.

It does not refund the tax the buyer paid.

In this case the buyer paid $19 for the item, $6 shipping and $1.81 in tax.

It would only let me refund $25. I tried to refund the whole $26.81 but it wouldn't let me.

BTW The buyer lives in Los Angeles, CA.

[wastingtime101]

eBay refunds the tax @inhawaii - you may not have visibility to that but the buyer will.