Thoughts on how to handle a return request?

[antarit]

I'm a noob at this.  Anyone care to share thoughts?  I am not out to be a pain.

I sold a playset swing & metal chains (overall - heavy) - $10 for the item and $15 flat rate shipping.

Buyer got the item on April 22 - almost 2 months ago.

Today, I got a request for a return:  

Reason

Doesn't fit

Comments

I do apologize I purchased these and didn’t relieve they wouldn’t fit for my application I’d like to return if possible thank you so much for your time

The listing says the Seller does not accept returns.

The buyer has a rating in the 20s, hasn't left feedback for anyone and some people (buyers?) in the last few months gave them negative feedback.

I don't have a problem taking the swing back and would refund the $10 item price but really don't think I should have to eat the $14.99 shipping cost to them, and would want the buyer to pay the return shipping (and realistically, because this is heavy, shipping would be more than the $10 they'd get back).

Some questions:

How would you handle this?

If I offer the $10 refund only and ask the buyer pay to ship to me, would that be OK with Ebay? 

Could the buyer leave negative feedback?

If they leave negative feedback, can I get it removed by ebay?

[kensgiftshop]

Since the MBG has expired, you don't have to accept the return.

If you decide to accept the return, they would have to pay return shipping and you can deduct the original shipping they paid from the refund.

[orangehound]

Dear Buyer,

I'm sorry that this does not fit your swing system.

We do not accept returns for this item, and even if we were to take the return then it would not be economical for you.  The refund amount for this item would be $10, and it would cost you $15 to ship it back (you would lose $5).

antarit

============

(You would not refund original shipping charges)

[fashunu4eeuh]

Hi @antarit 

The buyer has 60 days from delivery to leave feedback. For more info, see link below:

https://www.ebay.com/help/buying/leaving-feedback-sellers/leaving-feedback-sellers?id=4007#:~:text=W....

While i always try to accommodate a buyer, i agree with @orangehound .  I would let the buyer know he is welcome to return the item, but that he would be responsible for return shipping, and that the original shipping would not be included in the refund.

[caldreamer]

Because you have "no returns" and this is a "buyer's remorse" returns (you are NOT obligated to accept this return).

However, if you chose to accept return....because customer used reason "does not fit" (you are NOT responsible for paying "return shipping").   You would only have to refund $10 purchase price AFTER items is returned to you.

Yes, customer can leave negative feedback (EBAY will NOT remove it).   If that were the case...nobody would have negative feedback.

[antarit]

Thanks! I know - ebay doesn't remove feedback typically.  But I thought there ARE some situations when ebay will remove feedback left by a buyer?  I had a case when a buyer left me negative feedback but ebay removed it? I forget the situation.  But there ARE situations, if I am not mistaken?  

If someone can trash you (leave negative feedback) because they made a mistake in buying the item, took 2 months to ask to return it and it isn't economically feasible to return it.... seems buyers could leverage more than they should be able to?  

But the first line of my post was 'I'm a noob at this'  so what do I know?

[12345jamesstamps]

Buyer has 60 days of receiving item if buyer wishes to leave feedback...60 days.

Look at tracking when buyer received it or "estimated day of delivery".

I think that is what your thinking about mostly.

Taking your time to respond to buyer as 60 days of feedback timeline expires...just need to look at your dates.

A buyer can open a claim after 30 days with eBay...doesn't mean buyer can win...but funds can get a hold for a number of days.

A buyer can also open a credit card dispute as buyer doesn't recognize the charge.

In essence...it's not a lot of money and do you want this hanging around?

I had a buyer open a dispute after 160 days per eBay allows it...it's just a fact of selling business as usual.

No returns doesn't mean no returns here as you should know.

Negative feedback is hard to get removed these days until you are a TRS seller.

I am kinda thinking buyer is hoping you refund them and tell them to keep the item.

Good luck.

[mam98031]

@antarit 

You have options.  I always like it when I have options.

Because the return request is over 30 days old, the buyer has no protection available to them from Ebay and you would not have to honor the request unless you want to.

Because you have a No Return Policy and the buyer filed a proper Buyers Remorse claim, if you look closely at the claim, somewhere it should ask you if you want to deny the claim or process it.  With a No return policy, sellers have the right to deny properly filed Buyer Remorse returns if they want to.  The claim should also be showing you that the buyer need to pay for return shipping.  Also when you would go to refund, you aren't required to refund the initial shipping if it was separately stated on the listing.

So what do YOU want to do?  You can just say no if you want.  But if you don't mind having the product back to sell to someone else, you can tell them to feel free to return it.

If it has been 60 days since the payment of the item, they can't leave feedback either.

However if they paid with a Credit Card, they could go and file for a Chargeback and that Ebay would have to process.  It would be likely that the credit card company would allow the buyer to keep the item and get a FULL refund including shipping.

One other thing to consider.  Since so much time has passed, did they use the items.  Did they try to get it to work with their other equipment?  Did they damage it any any way?  I would think they did try to use it, it just didn't do what they needed it to do.

[brightlightbookseller]

As far as feedback goes, eBay had changed the way they were evaluating feedback and far less qualified for removal than used to, or even than their policies said should qualify for removal, but they say they're fixing or have fixed at least some of that.  Your guess is as good as mine whether they would remove feedback related to this, if you got negative feedback.  I'd be putting on my best customer service hat and trying to placate them without giving in to the request for return.

[mam98031]

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@brightlightbookseller wrote:

As far as feedback goes, eBay had changed the way they were evaluating feedback and far less qualified for removal than used to, or even than their policies said should qualify for removal, but they say they're fixing or have fixed at least some of that.  Your guess is as good as mine whether they would remove feedback related to this, if you got negative feedback.  I'd be putting on my best customer service hat and trying to placate them without giving in to the request for return.

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@brightlightbookseller 

What part or parts did they fix?

[onefootflipper1]

They past the return window. If they leave you back feedback it won't matter, you are a great seller and it will scroll off that front page eventually.

[brightlightbookseller]

There was a thread about it, but they were supposed to at least be fixing removing feedback about cancelled orders (though I think the wording was for when a seller denied a cancellation, leaving it open to whether they were going to leave feedback for properly cancelled orders, buyer-initiated).

[tobaccocardyahoo]

I sell items with no returns.

I accept returns shipped at the buyers cost at just about any time, if the buyer asks politely.

I do not worry about negative feedback from polite buyers.   Sometimes they actually return the items, often they do not. Most of my buyers are reasonable, intelligent people. Those who order the wrong stuff, a little less intelligent.

[mam98031]

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@brightlightbookseller wrote:

There was a thread about it, but they were supposed to at least be fixing removing feedback about cancelled orders (though I think the wording was for when a seller denied a cancellation, leaving it open to whether they were going to leave feedback for properly cancelled orders, buyer-initiated).

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Oh that.  I believe that was a post by me updating those reading that thread what was said at the June Seller Check in.  

At the check in we were told that Ebay was going to update the Feedback removal policy.  They did not share any details with that other than the one specific you mention above.  They also didn't say when they were going to release the updated policy.  So I guess we just have to keep checking.

However it should be noted that updating the policy doesn't help much if they don't also update the programming of the AI that is currently controlling which FB can be removed and which can't.  They also did not address the fact that they are not allowing appeals on the AI decision either.

Currently Ebay is not removing feedback per the policy.  There are lots of times a seller has had a negative FB that should be removed but the AI ruled against them and the seller can't appeal it.  I've been on several threads where this has happened.  So the policy isn't are real problem.  It is the programming of the AI coupled with Ebay not currently standing by it's current policies or even our User Agreement.

We don't know if these policy changes are going to take away from the reasons that Ebay will, or are suppose to, remove feedback for a violation of policy or add to them.  No details were shared.

As to the one specific we were told about, the policy still reads as it did before the Seller Check in.  And they did say they were releasing the updated policies shortly after the meeting.

• A buyer can still leave feedback on a canceled transaction, unless the order was canceled because they didn't pay for the item. Learn more in our Unpaid item policy

https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298

I don't see where any policy has been changed about feedback removal, but I may have missed something as they have multiple pages where this subject is discussed.