two return requests,. please tell me how to handle!

[montana_echoes]

First return request: He ordered the wrong size of feathers. He needs longer ones. Clearly stated that in his email to me. I said I will accept return and would refund purchase price. He opened a SNAD case as "feathers aren't long enough."  

Should I call ebay on this? His message cleared stated he needed the length of feathers that were in some random pic he sent me, immpossible to tell what length he needed from that. He ordered 10-12", now says he needs 12-14" But that should NOT be an SNAD case!

2nd request, received this morning: Person say color of feathers isn't what she needs. She needs more of a bluish pink. Pink is pink. The colors on the pics show pic. I'll accept return for refund -- but how do I instigate that from my end based on her email (no case opened) without her opening a SNAD case like the first person did!??? 

help!! 

[n2knowledge · Accepted solution]

Unfortunately you cannot. Plain and simple the buyers have "learned the Secret" claim the item is NOT as described and Walla! Free Shipping back to the Seller with no money out of their pocket. Now you could call ebay and complain and they "could" review the case in your favor - but that would not stop the buyer from going to Paypal second or their credit card third to get a return done (on the 2nd and third steps - THEY would be responsible for shipping back on their dime). All you can do now is "Return for Refund" for the whiners that want to return - and hopefully, they did not cost to much to ship out in the first place. Sorry this happened to you - it is getting more prevalent as the days drag on - to which no one will want to be on Ebay except big box dealers and Chinese sellers.

[lewisburggold]

We would just do the returns refund and move on.  Best regards

[montana_echoes]

I'm just supposed to eat this when the customers themselves ordered the wrong item and they admit it? 

[Anonymous]

I would just provide the label and wait for both items to get back to you, inspect them for damage and if you do this then you did all you could, some times people say they are returning something and they are way late in doing it, or don't ever actually mail the package, you might get lucky, good luck

[tofu107]

For the second return,tell her nicely to return the item and hope for the best,some buyers do not realise they can get a return shippinglabel from you.

for the first one,you just have to give him a return shipping label.

if they go to their cc issuer,you will have to pay $20 chargeback fee.and they may not have to return anything.

[montana_echoes]

Thank you all for your answers and the wonderful quickness of them. I've had 3 return in the last 3 days, its like rampant. I was "on vacation" (parent passed, house moving, lots of things) for a year and now, coming back... wow. People have really been trained by ebay to feel they can just return for any reason and get a full refund.

This is going to make selling very hard and not very productive.... man.... 

thanks all... 

[tofu107]

Ebay allows anyone,every one to sell,so there are always some bad sellers.

But this policy of seller paying return shipping is turning good sellers off,but if the returned item is as described,you can ask Ebay to refund return shipping,Ebay would pick up the cost .

Some buyers are buying to resell,many have their own brick and mortar stores and the item languished in their stores and they paid with their credit card,theya re going to abuse Ebay return policy.

Once I have a 15 lbs bronze bell returned to me,there is nothing wrong and the insurer would not cover the claim,so I lost money on original shipping,return shipping and the cost of insuring the item.

[tunicaslot]

OP - you could call Ebay and have them close the case in your favor as you have the messages stating the buyer bought the wrong size - you didn't send the wrong size - unfortunately like someone else said - that buyer can then due a credit chargeback - they will wn this and then you get charged an addition $20 from Paypal - I just went through this - easier to accept the return even if you have to pay return shipping than take the chance the buyer will do a chargeback.

[auctionpet]

The reasons you state for return from these buyers, is why ebay is making the changes in May. This way a seller has more control over returns. You may want to consider selecting a new return preference come May. Buyers are almost always dishonest in their reason for return.

You could phone CS and ask their opinion in fighting the return based on the buyer statements. If you accept returns, you need to take them for any reason, but shouldn't have to pay return shipping unless the item was truly inaccurately described. Personally, I'd give them a call to see what they say. It can't hurt. Just don't ask them to elevate anything unless you have the feeling they will rule in your favor.

[wolfcreekfarmandforge]

Sadly you will probably just have to take the loss and move on.. Ebay is very much a buyers market and they will get a refund regardless. Even if the mistake is thiers.. All they have to do is mark it "item not as described", etc and ebay will side with them 99% of the time..  We accept returns with buyer paying shipping. Its just easier that way..

 Dont feel bad, I got my first ever in 15 years Neg feedback and it was completely false. I even had proof in tracking that it was sent but lost. I replaced, with another tracking and they buyer left neg saying I never replaced it when i did(again with proof).. Ebay would not remove it..

[stuff4divas]

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@montana_echoeswrote:

First return request: He ordered the wrong size of feathers. He needs longer ones. Clearly stated that in his email to me. I said I will accept return and would refund purchase price. He opened a SNAD case as "feathers aren't long enough."  

Should I call ebay on this? His message cleared stated he needed the length of feathers that were in some random pic he sent me, immpossible to tell what length he needed from that. He ordered 10-12", now says he needs 12-14" But that should NOT be an SNAD case!

2nd request, received this morning: Person say color of feathers isn't what she needs. She needs more of a bluish pink. Pink is pink. The colors on the pics show pic. I'll accept return for refund -- but how do I instigate that from my end based on her email (no case opened) without her opening a SNAD case like the first person did!??? 

help!! 

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If you had the measurements on your listing, the buyer has to pay for return shipping.

If you had the color on your listing, the buyer has to pay for return shipping.