The buyer request return what should I do?

[anglegarden07]

Hi ,

I am seeking for help here, I just new seller on eBay. The customer just send the message the doll eyelash is a bit fall down.  I was surprised because it seem ok when I send out the doll. I explained to her that it seem look fine to me when I send it out because it brand new doll but it might be rough transport , it should be fix by just put a little bit of glue on. I don't want unhappy customer I offer her some money back for her inconvenience. But she demand the return item.  What should I do? She open the package already, it mean the doll it second hand now. And Do I have to return her full refund including postage? And do I have to response for the cost of postage to send it back? And if she retune the doll with not in the good shape like before, what do I can do next?

Thank you for helping xx

[mam98031]

You shouldn't have offered her money as that promotes scammers.  Many times those that reach out to the seller explaining an issue are fishing for a partial refund.  Your response should be the same anytime something like this comes up.

I'm very sorry to hear there has been an issue.  Please feel free to return the item for refund.

Then just wait.  If they decide to return it, process it and refund the buyer after you receive the item back.  

For those that are just trying to get a partial refund, they may argue with you a bit.  Just remit the same response to them.  They will either give in and return the item or go away.  Most that are just trying to get some money back just go away.

[eunster1313]

If they open a return calming there is something wrong with the doll (True or not).

If you try to fight it you won't win and you run the risk of eBay letting them keep

the Doll and get a full refund as well.

How to handle a return request as a seller

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

[kensgiftshop]

If they haven't filed an INAD yet, tell them to return it for a refund.

If they have filed an INAD, accept the return and provide return shipping and give a full refund once something is returned.

[fashunu4eeuh]

Hello, welcome to you from Down Under! Sorry for your troubles.

Altho your listing says No Returns, it is generally in a seller's best interest to take the return rather than fight it and risk the buyer opening a Not As Described case. Or has she already opened one? We need to know the status of this in order to best advise. 

The gist of the situation is this: If the buyer has opened a Not As Described case, then you will have to refund the item and the shipping. And pay return shipping to get your doll back. 

If no case has been opened, you can refuse the return, but it is a risk, as most buyers know that they can open a NAD claim to force a No Return seller into refunding. Or you can tell the buyer to return the item, and expect them to pay return shipping, but as she is claiming there is damage, she will likely be unhappy with that suggestion. Under that circumstance, i would pay the return shipping, get the doll back for examination to see if there is truly damage. If not, then my choice would be to relist with a 30 day return policy with buyer responsible for return shipping.

The time to assess your risk tolerance is prior to listing, when you ask yourself if you can stand losing your item and/or your money in a bad transaction. Ebay holds the seller responsible for damages in shipping. So while the doll may have been in perfect condition, its journey thru the mail system can sometimes cause breakage, malfunction, loss or theft. Did you insure the package in case of damage? If so, you refund the buyer and then file on the insurance to make you whole again. If you did not purchase additional protection, then you have just learned an expensive lesson. 

You are a newer seller with expensive items listed. When advising newcomers, I usually suggest that sellers not list pricey goods until they have more experience. You might consider doing that if you cannot afford to cover loss or damage. Selling online has risks that can only be mitigated, not avoided altogether.