Buyer Requesting Return

[stylewithkyle]

Reposting for the second time with more details.

I sold an item via best offer on Feb. 22nd.

The buyer was not paying, so I sent a message late the next day saying, "Hello, Thank you for your purchase! Please make sure to submit your payment for the item, so it can be shipped. If for any reason you have changed your mind on this item, I would appreciate it if you could please inform me, so I can relist the item. Thank you for your time!"

Another day went by, and I still did not receive payment or a response to the above message. Thus, I opened an unpaid item case.  However, the buyer ended up paying for the item later that day, therefore, automatically closing the unpaid item case. I then purchased a UPS shipping label that night via eBay. Keep in mind, no acknowledgment of my message.

The 25th comes, and I drop the item off at my nearest UPS store.

Yesterday, I receive a message from the buyer that states the following: "Can I get a refund" Meanwhile, the tracking information said that the item would be delivered the next day.

About ten minutes after receiving that message, I replied back, "Sorry, but your item was shipped yesterday." 

Me being concerned, I came here for some advice and knowledge. I was refreshed on the MBG policy on both the buyer and seller’s side. It was recommended by a few users to reach out to the buyer again, but this time, tell them to refuse delivery of the item today, and when I receive the item back, a full refund would be issued.

A few hours passed by from when I sent that message, and I received a reply a little while after that said, “Okay I will keep the boots if you can take $30 off of it.”

I ignored this message as kind users here were telling me this was a form of extortion and blackmail, and it also violated eBay policy to make such demands. Therefore, I reported the buyer, ignored the message, and added the buyer to my blocked buyer list.

The item was delivered that day. The customer did not refuse delivery. (This was on the 27th).

Today, I receive a message from the buyer again that says, “I’m trying to return the boots.”

So, my question is, how do I proceed as my listing does say no returns? How should I respond? Should I tell the buyer that I am sorry they changed their mind, and to please start a return with the necessary return reason, and I will see what I can do for them (in other words, so I can deny the buyer’s remorse return)? Or, what else do you think I should do? I am hesitant to accept a return at all because I am such a germ freak… especially during this day and age. Any insight and advice would be greatly appreciated! Thanks so much.

[tdumonde2014]

It will depend on the reason for the return. If the return is for a detective item then you must accept the return and provide a return shipping label. Telling the buyer to refuse the package would have caused them to lose their buyer protection and money. Take a moment to review eBay's Money-Back Guarantee, a link to the guarantee can be found on every listing. 

[stylewithkyle]

@tdumonde2014 Refusing the package was advice from users on the forum... I learned about the buyer losing their protection by doing so from a few other users later on. Should I ignore their message or tell them to open up a return? Hopefully with the return reason that they changed their mind.. Maybe say something like, "Sorry you changed your mind on the boots! Please open up a return request on your purchase history page, and I will see what I can do for you." Just trying to plant that seed... ugh. 

And if they do open a return with a buyer's remorse reason, and I decline the return, can the buyer open up another return with a different reason? Or will the transaction come to a complete close and there would be nothing they can do? 

[asset_liquidators]

I would cease all communication with them until a formal return request was opened. They purposely jerked you around so why would you help to make things easier on them? If they hadn't jerked you around in such a manner it would be a different story. 

Let them figure out how to open a return request on their own. Heck, it isn't that hard and is practically begged of by ebay to "return your item."

Every time I buy something I almost feel offended that they put it basically in flashing neon lights to return what I just purchased. 

[stylewithkyle]

@asset_liquidators So you recommend I ignore them? I can tell they don't have the best intentions... especially after that message saying, "Okay I will keep the boots if you can take $30 off of it," while the boots were still in freaking transit. And some of the feedback they have left other sellers has me thinking this isn't their first rodeo. 

[asset_liquidators]

Yes, at this point I would cease all communication until they open a formal return request. Then at that time I would respond to (and accept) the return without communicating with them directly. They are unethical and deliberately jerking you around. I would not condone that type of activity by making things easier on them. 

[stylewithkyle]

@asset_liquidators And just to clarify, if they open a return with a buyer's remorse reason, I can deny the return, and then the transaction would be a done deal? Like there would be nothing else they can do to try to get over on me... like another return request saying it's defective, or disputing with Paypal, etc?

*edit* And I just feel like by ignoring him, maybe I am aggravating him more and he will open a INAD just to "stick it to me." Maybe he really did change his mind... I don't know.

[hindr6692]

Nope, not a done deal, if they used PayPal, they can file a claim there or do a credit card charge back if they paid with a CC.

[tdumonde2014]

If they used PayPal they can open a case with them or their credit card company if the paid with a card. 

[stylewithkyle]

@hindr6692

@tdumonde2014

Lol, lovely. Any idea of what would my success be given the documentation/situation? 

[asset_liquidators]

Hard to say but I have had success with paypal over the years when it was warranted. Again, like I mentioned, if they opened a request I would just accept it at that time and not bother letting it go any further under these circumstances. It is just that I wouldn't help them any longer at this point do to their ethics.

[stylewithkyle]

@asset_liquidators Alright, thanks so much for your insight! I do appreciate it. Oh, and one last thing... if I accept the return (whether it be for a buyer's remorse reason or INAD), will I be required to pay the return shipping? 

I will ignore the user until a return is opened. Thanks again to you and everyone who advised me. 🙂 

[asset_liquidators]

You will pay for return on INAD, buyers remorse would be at buyer expense unless you have "free returns."

[lightlily_arts]

I just wouldn't walk into this and make it easier for them.  Just take a deep breath as you can't control this situation.   It's a wait and see. If a buyer wants to screw you over by filing a INAD return they will.  You mentioned that there was evidence of refunds and partials in their feedback and they have been trying to shake you down right from the beginning.  If they open a remorse return you can decline and close the case.  And yes if they paid with PayPal they could open a claim there too, but they still have to pay the return shipping and again if it's a remorse return you can hold back the original shipping.