Someone is requesting a return on an item not eligible for returns - What can I do?

[killerofworlds]

I sold a brand new pair of jeans and on my listing it was clearly marked that "Seller does not accept returns". There were detailed pictures of the jeans listing the size, type of fit and measurements.

Someone purchased the jeans, I shipped them out right away, as soon as they showed up they initiated a return saying that "they do not fit" in their return message.

This person never messaged me privately and asked any questions about the jeans, they just purchased them and then decided they wanted to return them.

I do not want to provide a refund, because they were being sold as-is and I don't see how it's my fault that the person did not take the pictures, sizing and measurements into consideration when buying them.

I've been in the same situation where I purchased jeans from a seller who was not accepting a return, which ended up not fitting me, and I was not able to return mine or get a refund in the same situation so I don't see how I owe this person a refund?

If I decline a refund saying that they were being sold as-is and I do not accept returns, what are the chances that ebay will side with them and allow a return? If I decline a return, is there a chance that I will lose both my money AND the pair of jeans? Becauase even if I do end up having to refund them, I most certainly 100% want my jeans back in new condition, unwashed and with tags attached..

What can I do here?

[ebooksdiva]

No returns does'nt mean no refunds with Money Back Guarantee. If your buyer opens a return for "they do not fit" they pay for the (remorse) return shipping when you receive the jeans back you can refund and relist them. 

If you refuse the refund the buyer can have eBay step in force a 100% (purchase price plus shipping) refund and give you a defect for not resolving the issue yourself.

[monica-sells]

"...I've been in the same situation where I purchased jeans from a seller who was not accepting a return, which ended up not fitting me, and I was not able to return mine or get a refund in the same situation so I don't see how I owe this person a refund?..."

How long ago was this?

anyways, the MBG trumps your terms if the buyer REALLY wants to return the product.....

Personally, I don't think it's worth fighting returns because if the buyer is motivated, they are going to get their money back, (especially INAD returns) and in some cases, get their money back and keep the product.....

Hopefully, some of the clothing specialists can chime in to guide you

[kensgiftshop]

If they selected Doesn't Fit as the reason for the return and you have a no return policy, you can deny the return.

If the buyer opens a case with Pay Pal or their credit card, you might not be so lucky.

[m60driver]

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@killerofworlds wrote:

I sold a brand new pair of jeans and on my listing it was clearly marked that "Seller does not accept returns". 

If I decline a refund saying that they were being sold as-is and I do not accept returns, what are the chances that ebay will side with them and allow a return?

What can I do here?

---

Your claim that you do not accept returns is utterly meaningless.  If you sell online then you accept returns.  Ebay will always side with the buyer.  If you do not immediately accept the return then Ebay will refund the buyer and you will lose both the item and the money.

[killerofworlds]

And what if I accept the return and the buyer returns the NEW WITH TAGS jeans in worn or washed condition or altered in any way beyond just trying them on? Does that void the return policy? What do I do in that case?

[dhbookds]

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@kensgiftshop wrote:

If they selected Doesn't Fit as the reason for the return and you have a no return policy, you can deny the return.

If the buyer opens a case with Pay Pal or their credit card, you might not be so lucky.

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agree with this............you can deny the return IF they use doesn't fit as a reason...............  and you will lose if they file a chargeback......lose probably the item and the $. plus possibly get a neg......

At least some of us would go with accepting a return on ebay as the least damaging answer......

[vintage-camerastuff]

If you had an ebay store you could deduct up to 50% of the money if not returned in the same condition as sent.

[ckimodog]

@killerofworlds 

Accept the return, pay for the label and relist the item once you've received it back.  If you deny the return, most likely you will loose the money and the buyer is not obligated to return the item because you don't accept returns.  No returns doesn't mean no refunds.  

[dentalsales4u]

You can deny the return since it's a remorse return and eBay will back you.

The buyer could then do a credit card charge back. If they do that, you will lose the money and the item.

I would let the buyer know that you don't normally take returns, but if they return in the same condition as received (new w/tags), you will accept the return, but they pay the return shipping.

[katzrul15]

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@killerofworlds wrote:

I sold a brand new pair of jeans and on my listing it was clearly marked that "Seller does not accept returns". There were detailed pictures of the jeans listing the size, type of fit and measurements.

Someone purchased the jeans, I shipped them out right away, as soon as they showed up they initiated a return saying that "they do not fit" in their return message.

This person never messaged me privately and asked any questions about the jeans, they just purchased them and then decided they wanted to return them.

I do not want to provide a refund, because they were being sold as-is and I don't see how it's my fault that the person did not take the pictures, sizing and measurements into consideration when buying them.

I've been in the same situation where I purchased jeans from a seller who was not accepting a return, which ended up not fitting me, and I was not able to return mine or get a refund in the same situation so I don't see how I owe this person a refund?

If I decline a refund saying that they were being sold as-is and I do not accept returns, what are the chances that ebay will side with them and allow a return? If I decline a return, is there a chance that I will lose both my money AND the pair of jeans? Becauase even if I do end up having to refund them, I most certainly 100% want my jeans back in new condition, unwashed and with tags attached..

What can I do here?

---

On the jeans listing you have up, your measurements are very "lean", especially for pre-owned.

On your "new" listing, did the measurements state/show a tape measure and the waist, inseam, length, etc?

Even "new" jeans and especially, pre-owned should.  Nothing is ever exact, when it comes to clothing - 2 pair of the exact same "new" jeans can measure/fit differently. 

And your "new" jeans can be factory 2nds, depending on "where" they were purchased.

DO the right thing and honor Customer Service to your Buyer.

Agree to a return, less shipping, both ways and assess once the irem is returned.

And update your current listings to better reflect the garments sold, especially, pre-owned or you will continue to potentially have these issues.

Good luck with your Buyer.  Being "right" does not make you a good/great Seller.  Cultivating a repeat Buyer by handling a customer issue well, does.

[mtgraves7984]

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@vintage-camerastuff wrote:

If you had an ebay store you could deduct up to 50% of the money if not returned in the same condition as sent.

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Not true, respectfully.

[mtgraves7984]

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@killerofworlds wrote:

And what if I accept the return and the buyer returns the NEW WITH TAGS jeans in worn or washed condition or altered in any way beyond just trying them on? Does that void the return policy? What do I do in that case?

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@killerofworlds 

You'll be refunding in full. The only way a seller can reduce the amount of a full refund is if they are TRS with 30-Day (or better) Returns or if they offer Free Returns.

You're lucky that the buyer was truthful and listed a remorse reason, as they will pay return shipping.

I find that if an item sells once, it will again. Get your jeans back to relist for a good buyer. Good luck.

[stainlessenginecovers]

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@ebooksdiva wrote:

No returns does'nt mean no refunds with Money Back Guarantee. If your buyer opens a return for "they do not fit" they pay for the (remorse) return shipping when you receive the jeans back you can refund and relist them. 

If you refuse the refund the buyer can have eBay step in force a 100% (purchase price plus shipping) refund and give you a defect for not resolving the issue yourself.

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@ebooksdiva 

That is NOT accurate. Although eBay has a 30 Day MBG; that is 'if you received an item different than what you purchased yada yada'. 

If a Seller has No Returns; they can 'deny' a 'remorse' return- which is a 'does not fit' return and case will be closed in Sellers Favor.

True, customer can try to go to their payment source for a backcharge- which isn't always successful either, but as far as 30 Day MBG- it's NOT for every type of return if a seller has 'no returns'. 

[albertabrightalberta]

@killerofworlds 

I assume the item is your Affliction DPSR Mens jeans gage rising ventura 30x34.

Since you have a no return policy and you do have the right to deny the return, here's how I recommend handling it (and as I've done in the past.)

Because the buyer was honest and admitting the reason for wanting to return, I appreciate that and allow the return with buyer paying return shipping. And since you charge separately for shipping, you can also retain the original shipping payment since you've spent that money. Refund would be for item price only.

Sometimes when buyers realize they're paying shipping in both directions, they decide to keep the item but if they return, refund for the price of the item.

Keep in mind that they could have lied and opened NAD, in which case you wouldn't have the option of declining the return. 

Once you receive and refund the buyer, you can relist. This way, it hasn't cost you more than a bit of time (and maybe, aggravation).