Advice on Return Situation

[craftforgedesigns]

Hello everyone,

I'm looking for some advice on an interesting situation I've encountered with a buyer requesting a return. The buyer initiated a return with reason of "changed my mind" and comment of "ended up not liking them". The return was automatically accepted since I allow returns within 30 days. However, the buyer closed the return shortly after. The reason stated is "buyer accidentally started a return".

I figured they just decided to keep the item. Later that night, I got a message from the buyer saying the item was defective and they want to return it for a refund but accidentally closed the return. They go on to state that now the system won't let them create a return.

I know eBay only allows a buyer to create one return request which is why they can't create another return. My guess is they saw that they were responsible for return shipping when they selected "changed my mind" as the reason, so they attempted to cancel and open a new return with a reason that would give them free shipping.

I don't like to think people are doing nefarious things, but this buyer seems to be trying to circumvent my return policy (buyer pays for return if they just don't want it). At the very least, it is hard to believe the item is actually defective when the reason goes from "ended up not liking them" to the item being broken.

I won't be able to sell this item again once returned, since buyers expect the item to be in new condition and this one will now be used. My question is, what would you do in this situation?

Thank you in advance for any advice.

[loveyourimagination49]

I’m not a fan of liars. I would probably ignore and block. If they open a case in PayPal, they will have to pay to return it.

[2015mhfashions]

Do nothing, I agree the buyer is lying about the return to avoid shipping costs, even if they work out they can still open a return through Paypal they will be responsible for the shipping.

The reasoning they give makes no sense at all, Ignore.

[myangelandmyprincess]

Since you take returns and to maybe prevent the buyer from calling eBay to get a not as described request open...because I don’t put that past the buyer or eBay, id respond to the buyer tell them  since they closed the return they can’t open another.  Tell them they can still return and you’ll refund once you get the item back.  

[ten_o_nine]

Tell buyer to ship the item back, and once received as originally sent, you'll refund them minus original shipping, I'll bet you'll never hear from them again.

[aramintaca]

Tell them to open a return through PayPal. Once they see that they pay shipping there too they will probably go away. Be sure to put them on your BBL.

[vintagecraze50]

Apparently it was no accident that they started a return request. Since they cannot open another one since the return was closed. Message them to return the item. If they have to pay the shipping cost they might just decide to stop returning the item, in different ways and formats. 

[ed8108]

Block & ignore

[vintagecraze50]

As a rule it is safer to return an item with Ebay having a tracking number in their return request, Buyers need to be careful opening and closing these and if they choose to send these items back without tracking added to their package a seller could get away with not refunding the purchase. 

[mam98031]

If this happened on one of my listings.  I'd likely respond that the Ebay system doesn't allow for that.  Sorry.  Then I'd just wait and see if they do anything else.  If they hit my FB, I'd call Ebay and get it removed.

If they file a claim in PP, they will also be required to pay for return shipping no matter what they claim is the issue, changed mind or it was damaged.

You are in a good position.  So just stay polite and professional and blame it on Ebay.  They blame us all the time.  LOL

[craftforgedesigns]

Thank you all for the helpful input! After seeing that they lied, it definitely turned me off to the idea of going out of my way to allow the return. I will likely go with the option of ignoring the request and seeing what comes out of that.

I hate not replying to buyers, but I think trying to have a conversation about it would inevitably lead to bringing up the discrepancy between the reasons of their original request and what they are saying now. I think a conversation can only go downhill from the point where someone is accused of being a liar.

[mam98031]

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@craftforgedesigns wrote:

Thank you all for the helpful input! After seeing that they lied, it definitely turned me off to the idea of going out of my way to allow the return. I will likely go with the option of ignoring the request and seeing what comes out of that.

I hate not replying to buyers, but I think trying to have a conversation about it would inevitably lead to bringing up the discrepancy between the reasons of their original request and what they are saying now. I think a conversation can only go downhill from the point where someone is accused of being a liar.

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Personally I don't think ignoring them is the right thing to do at all.  Part of our job is customer service.  While I wouldn't get involved in a long drawn out back and forth with the buyer.  I would respond to them that there are not options on Ebay.  Their rules on return requests are clear and you have no power to override them.  Of course being polite and professional in your wording.

Just think about it.  By ignoring them, the only thing you are likely to accomplish is to annoy them and make them further upset.  No one likes to be ignored.  I just think this is a bad idea.  Again I wouldn't get in a long drawn out back and forth.  But I do think a response is in order.  Just my opinion though.

[craftforgedesigns]

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@mam98031 wrote:

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Just think about it.  By ignoring them, the only thing you are likely to accomplish is to annoy them and make them further upset.  No one likes to be ignored.  I just think this is a bad idea.  Again I wouldn't get in a long drawn out back and forth.  But I do think a response is in order.  Just my opinion though.

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I agree with your assessment. I actually decided to reply to them after thinking about it for a bit. I just didn't feel right leaving them hanging. I replied with "I do see the initial return request and cancellation in the system. Unfortunately, eBay's system won't allow for another return request after the initial request is sent." My hope was to let them know that I could see their original reasoning for the return so that maybe they would realize their dishonesty was out in the open.

The response I got almost instantly was, "Thank You for responding would you know how long that would take.". I honestly don't know how to respond since their response makes no sense at all.

[mam98031]

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@craftforgedesigns wrote:

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@mam98031 wrote:

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Just think about it.  By ignoring them, the only thing you are likely to accomplish is to annoy them and make them further upset.  No one likes to be ignored.  I just think this is a bad idea.  Again I wouldn't get in a long drawn out back and forth.  But I do think a response is in order.  Just my opinion though.

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I agree with your assessment. I actually decided to reply to them after thinking about it for a bit. I just didn't feel right leaving them hanging. I replied with "I do see the initial return request and cancellation in the system. Unfortunately, eBay's system won't allow for another return request after the initial request is sent." My hope was to let them know that I could see their original reasoning for the return so that maybe they would realize their dishonesty was out in the open.

The response I got almost instantly was, "Thank You for responding would you know how long that would take.". I honestly don't know how to respond since their response makes no sense at all.

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LOL  Sounds like this buyer is in complete denial or is very confused or maybe a combination of both.

I'd respond something like this.

I am unsure as to what you mean by "how long that would take"?  How long will what take?  Your claim has been voluntarily closed by you and Ebay doesn't allow for multiple claims on the same transaction.  You can see your original claim in your Resolution Center as can Ebay and as can I.  There is nothing more to be done.  As far as Ebay is concerned this matter is closed by you.

[automotivepartsrecyclrs]

Accidentally closed? Nope. Once you close something like this you hit the cancel button then you get another message basically asking "Are you Sure"  Accidentally is more like you stepped in water due to you were not watching where you were walking.