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.

[cream_couture]

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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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eBay still allows for changed mind or doesn’t fit returns even if the item is listed with no returns. The seller can refuse or accept the return. 

[cream_couture]

I would probably take a return in this case, minus shipping fees. However, for the future it’s up to you if you want proceed with no returns. I sell clothing, shoes and accessories and have a 30 day return policy. I hardly ever get returns, so it’s not that much of a burden. 

I do sell on other platforms and they don’t offer returns for buyers, which is nice. They encourage people to simply resell the item on their site. 

[no_zero369]

Here you go!

[myangelandmyprincess]

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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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This is incorrect.  A buyer can still select and open a remorse return reason for a seller who has a no return policy but the seller will be given the option to deny the return.  

Op if they opened a return for doesn’t fit and it gives you option to deny it’s totally up to you on if you want to accept or deny the return.  I have no returns anytime a buyer has opened a return for doesn’t fit I’ve denied the return.  Yes the buyer could leave bad feedback and yes they can file with PayPal if you deny the return.  

[fuzzyfurball]

There are good reasons a buyer may say "does not fit" as a SNAD and it may be absolutely true. My mom used to be a clothes inspector. She worked for a big company and when they had a RUSH contract with a big retailer, then if there wasn't time to finish, my mom said that if the only size left in abundance were smalls or whatever and mediums or other sizes were needed, then they'd put the "medium" labels on those clothes which is why she has a fear of buying clothes online instead of in person.

[fuzzyfurball]

There are good reasons a buyer may say DOES NOT FIT as a SNAD and it may be absolutely true. My mom used to be a clothes inspector. She worked for a big company and when they had a RUSH contract with a big retailer, then if there wasn't time to finish, my mom said that if the only size left in abundance were smalls or whatever and mediums or other sizes were needed, then they'd put the MEDIUM labels on those clothes which is why she has a fear of buying clothes online instead of in person.

[fuzzyfurball]

"......then they'd put the MEDIUM labels on those clothes THAT WERE LEFT (NO MATTER WHAT SIZES) IN ABUNDANCE......"