Do I need to accept a "doesn't fit" return? ...should I???

[jbridger24]

I am fairly new to selling on ebay, and I just got my first request for a return. The item the buyer purchased from me was a North Face jacket and I had it listed as "no returns accepted", yet he is now requesting to return the jacket because it "doesn't fit"... For clarity, the size of the jacket (large) was correctly listed when sold and the buyer is saying it is too small (in the listing, the description and photos also clarified that it was a "slim fit").

My question is:  Do I really need to accept this return since I had the item listed as "no returns accepted", and especially since the reason was simply "doesn't fit"? If I decline the return and the buyer opens up a case, will ebay just force me to accept the return anyway because of the money back guarantee?? Also, If I decline the return and the buyer gives me negative feedback, do i have any recourse to dispute that feedback or have it removed since the buyers reason was simply "doesn't fit"??? (I mean c'mon! the buyer has to be responsible for making sure he is purchasing the right size, right?)

I have 100% positive feedback right now, and I dont want to upset the buyer, but I'm just really worried about getting the jacket back and it not being in resaleable condition...  Any and all input is appreciated! Thank you!!!

[donngreen_36 · Accepted solution]

If the return was filled due to fit, then no you don't have to accept it.

Keep in mind the buyer can then file with Paypal (and have to pay return shipping) or their credit card if that's how they paid.

[jbridger24]

So if they file a claim with PayPal, does that mean I will still be forced to refund them for the purchase (minus the return shipping)??

[donngreen_36]

Yes, but unless they know the system well, they won't know to file with PP

[orangehound]

It is pointless to have a no return policy on eBay ... that's like blocking one lane of a 6 lane highway and expecting no cars to pass.  The Money Back Guarantee pretty much gives buyers all sorts of reasons to return an item ... all they need is a little dishonesty.

Also, frankly, it is unfair to a buyer to list clothing as "no returns".  Different body shapes, style cuts, etc. means that a Large doesn't mean much other than an approximation.

[jasperscouture]

Was new at one time so, I completely understand your situation. Doesn't fit means a "remorse" and therefore you don't have to pay for return shipping. Honestly, and I have learned this from expereince, if the buyer is willing to tell the truth then, chances are the jacket is fine.  

There are a couple of reasons you really need to think about your decision. If you refuse the return you may receive a love note in the form of a red negative that will not be removed. That's 12 months of being reminded that if you had just accepted the return the love note would not be there. 

Another issue is PP or as I refer to the Company as, "Big Daddy".  Your buyer has 6 months or 180 days to return the jacket to you. By the way, they trump eBay in this area.  So if your buyer does some research, all he has to do is return the jacket with tracking and then open a Case and you will be asked one question. "Did you receive the jacket?" If tracking indicates it was delivered you will not even have to answer the question. This is an easy Case for PP. You have the jacket and the money.  PP will, in a nanosecond decide in favor of the buyer. If you don't have the funds in your PP account they will take them from your bank account. Better known as an "E" Check. 

In the beginning the returns were hard for me too but, when you consider you could receive the jacket 180 days after he has received it...... it's not worth it.  And I can honestly say when someone has been honest about the reason for the return, I have never had any damage. It's the ones that have the crazy excuses that you have to worry about and those returns you will have take back. 

My advice, just accept the return.  Less stress for you and you may retain a buyer who will continue to purchase your items. Hope this helps.  

[jbridger24]

Super Helpful! Thank you!!!

One more question though, since you seem very knowledgable... If i accept the return, would ebay void/refund the 10% selling fee from the returned item? Or would that selling fee still show up on my next ebay statement even though the item was returned and the buyer was refunded??? Thanks!

[orangehound]

If you accept the return and the buyer is refunded (after getting the item back), then you will be credited the eBay and PayPal fees (well, most of the PayPal fees ... they always keep 30 cents).  The fee rebates are automatically credited to your account.

[missjen831]

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@jbridger24 wrote:
So if they file a claim with PayPal, does that mean I will still be forced to refund them for the purchase (minus the return shipping)??

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Actually PP buyer protection excludes buyers remorse so there is no guarantee the buyer would win if they filed with PP. 

[labs118]

My concern for the seller is if it is the black coat I really see 1 picture that shows slim but unless I missed it I don't see it in title, item specifics or description . 
And just 1 center back length measurement.


OP states in 1st post it is listed slim in description , Am I missing it?
I see it only in next to the last picture on the tag

[johnrj1226]

For a buyers remorse return you will not  need to pay the return shipping and  have teh option to refund the  original shipping chaarge or not.

My suggestion is to  advise the buyer to "return for refund". 

[jasperscouture]

Hi, I think the fees question was answered. You will get them back except 30 cents which is a PayPal reversal fee. That's a charge PayPal has to reverse the money back to the buyer. That charge happens whether a refund or cancellation. With no disrepect, if your buyer sends the jacket back to you, PayPal will refund him. The bottom line as PayPal admits: you have the jacket (item) and the money. That's a slamdunk. You can't have both.  And, PayPal will not make you return the jacket. If you have any questions, give PayPal a call so, that you can hear this directly from them. 

Whether this happens with this jacket or another item, this is useful information to have. This is why I call PayPal "Big Daddy". If you have a buyer that knows to contact PayPal this is exactly what will happen. They don't care about remorse. The jacket didn't fit and he wants to return it.  Hope this helps. 

[missjen831]

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@labs118 wrote:

My concern for the seller is if it is the black coat I really see 1 picture that shows slim but unless I missed it I don't see it in title, item specifics or description . 
And just 1 center back length measurement.


OP states in 1st post it is listed slim in description , Am I missing it?
I see it only in next to the last picture on the tag

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It depends on what the buyer says in the PP case details. If his complaint is simply that it doesn't fit, its actually a winnable snad for the seller. But if he makes other statements--such as the "slim" discrepency you mentioned, like if if it was a "slim" but the seller failed to disclose that, its snad and buyer would probably win since it wasn't specifically stated.

[missjen831]

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@jasperscouturecandy wrote:

Hi, I think the fees question was answered. You will get them back except 30 cents which is a PayPal reversal fee. That's a charge PayPal has to reverse the money back to the buyer. That charge happens whether a refund or cancellation. With no disrepect, if your buyer sends the jacket back to you, PayPal will refund him. The bottom line as PayPal admits: you have the jacket (item) and the money. That's a slamdunk. You can't have both.  And, PayPal will not make you return the jacket. If you have any questions, give PayPal a call so, that you can hear this directly from them. 

Whether this happens with this jacket or another item, this is useful information to have. This is why I call PayPal "Big Daddy". If you have a buyer that knows to contact PayPal this is exactly what will happen. They don't care about remorse. The jacket didn't fit and he wants to return it.  Hope this helps. 

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No need to call paypal and sellers win paypal disputes all the time. Paypal does not cover buyer remorse so you can't just return things and get a refund through PP.

[jasperscouture]

Oh dear, don't want to disagree but, this is not true. I had an eBay Case closed in my favor. Buyer went to PayPal opened a Case 3 months after eBay closed mine. He said he had returned the gowns and that they didn't fit. (The gowns were returned after I won the Case BTW)  The Case was Escalated within 3 mins and the Buyer won.  SlamDunk for the Buyer.  This was my first experience regarding any of this so, I learned the hard way.  So, in summary 3 months after I won a Case with eBay. Buyer researched, returned the gowns and once was able to see that I had received them, went directly to PayPal.  All he said, gowns didn't fit, I returned them, provided tracking. PP could look at my account and see that I had the money. Within 5 mins, I didn't have the money anymore.  PP didn't care about anything except two things:  I had the gowns and the money.  I could not have both. 

Please no criticism. I was new and had absolutely no idea how things were handled. And, this is rather an embarrassing story to tell.  I have since been in contact with PP and they continue to follow this Golden Rule:  can't have both.  Buyer can bypass eBay, return your item and do the same thing my buyer did to me but, it takes some reseach to know to do this.