First Return Any Suggestions

[stargizmos]

Today, I got a return request, I never had one before so I'm not sure what to do. The reason was that the user changed his mind, and he left a comment stating "Don`t want it. Don`t even have it yet". The tracker shows that it was delivered today, right after he left that message. However, I don't offer returns, I never have unless I messed up on my end of course. Should I request that he sends the item back before I refund him, or is it possible to decline the return without any negative consequences?

[tarpedge]

What's the list of options shown on your return request?

[stargizmos]

Accept the return

The buyer pays for return shipping, and we'll provide them all the return details. Just wait to get the item back before you refund the buyer.

Give a full refund

You fully refund the buyer to close this request. The buyer keeps the item.

Offer a partial refund

You have one chance to offer an amount. The buyer keeps the item.

Decline the return

This will automatically close the buyer's request.

Send the buyer a message

You can reply to the buyer.

[mr_lincoln]

@stargizmos  Okay in order for The Community to advise you properly lets fill in some blanks.

1. Did the Buyer simply send you a message in eBay Messaging wanting to return the item?

2. Did the Buyer actually process a claim in eBay's Resolution Center (link at the bottom of the page)?  If so you will get a message with choices of how you wish to proceed.

3. Do not simply refund the Buyer ... if the return is done through proper eBay processes then you will get your Final Value Fee back (10% if you are on the Everday Rate plan and Above Standard in your Seller Dashboard).  If it is not done correctly you loose the FVF ... on both item AND shipping.

On a sidenote, you may as well change all your items so that you Accept Returns ... Buyers have ways of getting around that and forcing you to pay for return shipping.  In the long run, if you wind up with a very low return rate you may as well just pay to the get items back so you have a chance to resell them and cut your loss.

[stargizmos]

1. The buyer opened a return request and the only message I received from him was in the form of a comment in the return request. 

2. Yes, his claim was that he changed his mind. 

Thank you for the tips, I had a feeling that's how it was going to pan out, I was just hoping I didn't have to go that route. 

[mr_lincoln]

@stargizmos  Thanks for the reply ... don't feel bad, if you sell here long enough you will process your share of returns.  Just work with the Buyer but until you see the item back in your hands do not Refund.  I "think" you can click on the Resolution Center link to see if hsi return made it in there, all of mine have been done that way.

[deep-garnet-red]

First off, congrats on getting the only honest buyer on eBay. They must be new.

You can decline the request and it won't count against you. However, you then open yourself to negative feedback. Also, the buyer can come back with a Not As Described and you would have to fight that.

You can accept the return and refund item price only after you get it back. That way you are not out the original shipping or return shipping...as long as you didn't fall for listing with free shipping.

Personally, I would reward the buyer for being honest.

[lintbrush*]

I went into accepting returns kicking and screaming.   I hesitantly did 14 day returns.  I thought, "oh no I'll get lots of stuff back."  Then I went to 30 days when they changed the TRSP badge.  Nothing much changed.  Rarely do I get returns.

But I went to look at your listings to see what kind of item we're talking about and something jumped out at me.

You have First Class shipping prices on many of your listings, but you have Expedited/Priority mail in the Shipping Section.  You may want to fix that.

(And if you're shipping First Class or Priority calculated, there's no reason to block Hawaii or Alaska)

[forestthrutrees]

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@stargizmos wrote:

Today, I got a return request, I never had one before so I'm not sure what to do. The reason was that the user changed his mind, and he left a comment stating "Don`t want it. Don`t even have it yet". The tracker shows that it was delivered today, right after he left that message. However, I don't offer returns, I never have unless I messed up on my end of course. Should I request that he sends the item back before I refund him, or is it possible to decline the return without any negative consequences?

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His return is buyers remorse. You do not have to accept the return. He states he doesn't want it. Buyer remorse. Simple.