Ebay automatically accepted a return on a open used waterbed printed the label & need help to void

[waterbed_bigfoot]

Okay this is crazy we sell waterbeds.  A customer bought a free flow mattress, liner and heater kit.  Installed the mattress, liner and heater and filled it with water.  A month and 2 days later they start a return request since the mattress is making them sleep worse and isn't like they remember it.  They put changed their mind on item.  eBay automatically accepted the request.  I emailed them twice to let them know they can't get a refund since the the item is used now and probably not in the packages and even if they drain the water the item is clearly used after 30 days.  Customer did not read the emails I guess and emailed me today requesting return information.  I again advised customer they should save the money for return shipping since per ebays policy and ours the brand new items can't be used for 30 days and then drained and returned.  I'm sure they used the conditioner and stuff too that came with the order.  They went ahead and printed a label anyway.  They emailed back tonight and now all they want is their postage back and not do the return after all.  They did not get an email like we get as sellers and since I don't have just a buyer account I can't see where they would be able to void their label and then close the request to return.  I'm going to call ebay on their behalf tomorrow and let them know customer can't void the label and no longer wants to try the return.  If you know the answer to this one please let me know.  Thanks, Bill

[waterbed_bigfoot]

I guess you missed it this is the same already approved by eBay buyers remorse return.  Now the item is on the way back and I will call eBay when it gets here used as I already know the packaging and part of the product sent out will be missing.  I changed all the mattresses yesterday to know return since once they are filled up and slept on we can't resell them for hygenic reasons.  Mostly all of our items are brand new and we have very few returns.  We had a meeting this morning and selling on eBay for a few years now and not just peanuts at least to us.  We have a 100% positive feedback and over 50,000.00 a year in sales but we are at a very small profit margin here so after the first of June we will see what happens.  Our sales are down right now the way it is since waterbeds aren't as popular anymore.  So no we are not setting on this return it was accepted automatically and we know we may have to refund and lose out on the money for our product and our original shipping to this customer but I can say we will do what we have to to make sure this doesn't happen again.  

[waterbed_bigfoot]

I guess you missed it this is the same already approved by eBay buyers remorse return.  Now the item is on the way back and I will call eBay when it gets here used as I already know the packaging and part of the product sent out will be missing.  I changed all the mattresses yesterday to no returns since once they are filled up and slept on we can't resell them for hygenic reasons.  Mostly all of our items are brand new and we have very few returns.  We had a meeting this morning and selling on eBay for a few years now and not just peanuts at least to us.  We have a 100% positive feedback and over 50,000.00 a year in sales but we are at a very small profit margin here so after the first of June we will see what happens.  Our sales are down right now since waterbeds aren't as popular anymore.  So no we are not setting on this return it was accepted automatically and we know we may have to refund and lose out on the money for our product and our original shipping to this customer but I can say we will do what we have to to make sure this doesn't happen again.  

[mam98031]

I am sorry this has happened to you.  Since it was a BR claim, your buyer will be paying the return shipping.  Once the item is back, since it was from a sale last month, you will be able to withhold your restocking fee and your original shipping if your shipping was separately stated on the listing they purchased from.