To return or not to return

[performancefootwear]

Hello,

I'm looking for some advice.

We are a new eBay seller. We have clearly stated in our disclaimers that we don't accept returns. However we recently got a request for a return. It was for a new pair of shoes that the buyer claims doesn't fit them right. I understand that sometimes the fit of a shoe depends of the model and the year, but we do state no returns. Since we're a new seller I don't want to risk getting a negative review, but I also don't want to set a precedent for allowing returns when that not what we want to do.

Any advice anyone can offer on how to respond would be greatly appreciated.

[jason_incognito]

take the return. Change your terms to accept returns.

If you want to regularly sell shoes, a no return policy won't help you.

[slati_2013]

Accept the return. The no return policy really does not mean anything. Everything can be returned. If you fail to accept the return, you risk losing not just the shoes, but your money. With the exception of extraordinary cases, a good policy is to simply accept any return request. I also have a no return policy, but accept every return request no questions asked. 

[*coins]

Hi, @performancefootwear .

If you don't accept returns, the buyer must have opened a false SNAD. The reason 'The item doesn't fit' can only be used if a seller accepts returns. If it's a SNAD, you should accept the return and refund. Otherwise, eBay may do it for you and you could end up with a bad seller defect.

[sharingtheland]

Take returns.  As others will tell you, ebay's MBG overrides your No Returns if the buyer claims there is a problem with the item.

If the buyer uses any reason for return that is not considered by ebay as a remorse return, you will have to pay return shipping.  And most buyers know this.  That's a lot of money if you are selling shoes.

Also, and please don't take this the wrong way, anytime I see a clothing or shoe seller that states "No Returns" I go on to another seller.

[castlemagicmemories]

No returns is not absolute; if an item is not as described, that comes under Ebay's MBG, which overrides all no returns policies, although that is the situation here.

[jason_incognito]

You don't have to accept free returns, but i'd at least take returns. Shoes is one of those categories where you kinds have to.

[stuff4divas]

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@performancefootwear wrote:

Hello,

I'm looking for some advice.

We are a new eBay seller. We have clearly stated in our disclaimers that we don't accept returns. However we recently got a request for a return. It was for a new pair of shoes that the buyer claims doesn't fit them right. I understand that sometimes the fit of a shoe depends of the model and the year, but we do state no returns. Since we're a new seller I don't want to risk getting a negative review, but I also don't want to set a precedent for allowing returns when that not what we want to do.

Any advice anyone can offer on how to respond would be greatly appreciated.

---

Tell them to open a 'Return Request' with the reason 'Doesn't Fit'. Because the reason is considered a 'Remorse Return' they will have to pay for return shipping and will not get the original shipping cost they paid, if any, refunded.

You can keep your return policy as is and see how it goes or do as the others suggested and accept returns.

[threshold.sales.group]

Op, you are wise to seek out advice. Great move. 

IMO, the "no returns" option should only be available for experienced sellers, who understand the policies and how policy is applied.  Most folks mistake 'No returns" for "As Is - Where Is". Totally understandable, because in most other situations that's how you'd expect it to work. Not so here.

The current way the MBG is applied allows even knowingly fraudulent returns to happen, with the recourse being deducting up to 50% (whoopie - not) if you offer free returns or perhaps refunded return shipping if you don't.  There's no policing or disputing of return claims whatsoever.   

[dbmm-media]

No returns does not mean no refunds. 

[slippinjimmy]

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@jason_incognito wrote:

take the return. Change your terms to accept returns.

If you want to regularly sell shoes, a no return policy won't help you.

---

To add to this extremely wise advice........

The biggest online shoes seller, Zappos (part of Amazon) offer FREE returns (for virtually any reason), several other large online sellers of footwear do the same and only on eBay do you see footwear with no returns.

Sure you can try to sell with "no returns" but you will find that buyers will find a way because a shoe that doesn't fit is completely useless and no matter how conscientious a buyer is there will always be fit issues unless one is simply buying the exact same make/model they previously purchased AND the manufacturer has amazing sizing consistency.

The last pair of shoes I bought, I tried a few pairs of the exact same make/model/size in the same store which were clearly from the same production run......they all felt slightly different and a slight difference with shoes is a much bigger deal than say slightly different sock sizing.

[no_zero369]

OK, because you are a new seller and asked politely AND sought advice BEFORE you had an issue, I am going to let you in on a "seller secret!"

Every morning wise eBay sellers get up, find a quite spot and recite the "seller chant":

You can refuse returns but you can not refuse refunds!  Ommmmmm

Read the eBay policies on returns carefully.  (I know this is a lot & complex, so ask if your eyes glaze over)

https://www.ebay.com/help/buying/returns-refunds/returns-missing-items-refunds-buyers?id=4008&st=2&p...

Also I would add this.  Returns are part of retail selling.  They also cause much angst with sellers.  So the wise thing to do is to plan ahead for returns.  Set aside a part of each sale in a "Cookie Jar Fund" to handle returns and losses.  This is the "self insurance" one needs to do on their own.  BIG sellers like LLB have shipping & returns baked into their sales price.  So IF BIG retailers do that why do a lot of eBay's smaller sellers need to do that too.

Props for being sharp enough to come and ask for advice BEFORE trouble escalates!  Many don't do that so it puts you head & shoulders above others!

Finally as a new poster - be sure to click "helpful" for those posts you find illuminating and if one solves your issue, select it as a "solution."  We are all volunteering our time here and the only rewards are helpfuls and a post marked as a solution!

Good luck!

[luckythewinner]

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@slippinjimmy wrote:

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Sure you can try to sell with "no returns" but you will find that buyers will find a way because a shoe that doesn't fit is completely useless and no matter how conscientious a buyer is there will always be fit issues unless one is simply buying the exact same make/model they previously purchased AND the manufacturer has amazing sizing consistency.

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And I will note that one of the OP's listings says the shoes "molds to your foot for a cozy and customized fit" and are "sure to massage your foot with each and every step".

It's right there in teh OP's desccription - if the buyer doesn't feel "cozy" or "massaged", then that pair of shoes would be "Significantly not as described" 🙂

[city*satins]

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@*coins wrote:

Hi, @performancefootwear .

If you don't accept returns, the buyer must have opened a false SNAD. The reason 'The item doesn't fit' can only be used if a seller accepts returns. If it's a SNAD, you should accept the return and refund. Otherwise, eBay may do it for you and you could end up with a bad seller defect.

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 A buyer can still open a non SNAD Return Request on a listing where Returns aren't accepted.  But unlike listings where returns ARE accepted and eBay automatically accepts the return, in no fault Return Requests where returns aren't accepted, eBay offers the seller the option to ACCEPT or DECLINE the return.

[this*old*attic]

How do you do that?

My “options” drop down doesn’t offer me a way to say someone is helpful, and “tags” are for... um, some search thingie on Google? 

Thats all I see in any given person’s exchange - Options on the top right of their box and Tags underneath.