eBay

frednelson · ‎08-10-2018

a buyer requested return for no reason, I need professional a script/message to send them in order to know why they want to retun the item for refund.

P.S: since the item is cheap, I can refund the buyer and ask them to keep the item and give me positive feedback in the message.

Thank you so much

plantaddict · ‎08-10-2018

Did they open a return or message you inquiring about a return? If they opened the return they would have had to select a reason. If you opted in to the "free returns" then they can return on your dime for any reason. If it is a buyer's remorse and you don't offer "free returns" then the return shipping is their responsibility. I would not ask the buyer for positive feedback, don't even mention it at all. And as the other poster suggested I would respond return for refund rather they pay for it or you. Because most are fishing for a partial or a freebie and I certainly wouldn't give it unless an item was damaged in the mail, no matter how cheap or if you could afford to give it away. Giving away items only encourages the bad behavior and they come to expect it. Most go away when they find out they won't get any money until the item is returned.

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pburn · ‎08-10-2018

You offer 30-day returns, right? Ultimately, the buyer doesn't need to give you a reason. I'd just accept the return and issue a return label or allow them to keep the item (which a lot of sellers discourage, thinking it encourages buyers to try that with other transactions). Up to you, though.

I can't encourage you to ask for positive feedback--that often backfires, especially in a return situation. Just be super polite and say something like "I hope you're satisfied with the return/refund/whatever. I always strive to serve my customers to the best of blah, blah, blah."

I can promise if you ask them why they want to return the item, your positive feedback will be in jeopardy. And not in the fun, game-show way.

plantaddict · ‎08-10-2018

Did they open a return or message you inquiring about a return? If they opened the return they would have had to select a reason. If you opted in to the "free returns" then they can return on your dime for any reason. If it is a buyer's remorse and you don't offer "free returns" then the return shipping is their responsibility. I would not ask the buyer for positive feedback, don't even mention it at all. And as the other poster suggested I would respond return for refund rather they pay for it or you. Because most are fishing for a partial or a freebie and I certainly wouldn't give it unless an item was damaged in the mail, no matter how cheap or if you could afford to give it away. Giving away items only encourages the bad behavior and they come to expect it. Most go away when they find out they won't get any money until the item is returned.