Free Returns misconstrued as free $

[handmadebyus]

I sold an item that states the measurements, indicates measure prior to ordering, and has a chart on what it fits.  Person ordered indicated it was too small and wanted to return.  That listing has Free Returns, meaning we pay for the return shipping.  As soon as the person's return request was auto approved, we sent a message indicating that upon receipt, the refund was original purchase price minus our original shipping cost to send the item.

They returned, we refunded based on this.  Now they are saying the Free Returns was not free to them, and it costs them.  We have explained that the free returns is that we send a prepaid label to them to return and stated that we told them what the refund was going to be.  They stated they understood that, but said it should not have been in the listing stating Free Returns.   Correct me, but maybe because I am a seller, but free returns is NOT free refunds, is it?

No matter what I say to them, they are sticking to this and will, most definitely, leave a negative.  Any one have a graceful response that maybe I am not doing well in explaining?

[orangehound]

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@handmadebyus wrote:

They returned, we refunded based on this.  Now they are saying the Free Returns was not free to them, and it costs them.  We have explained that the free returns is that we send a prepaid label to them to return and stated that we told them what the refund was going to be.  They stated they understood that, but said it should not have been in the listing stating Free Returns.   Correct me, but maybe because I am a seller, but free returns is NOT free refunds, is it?

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@handmadebyus 

Your buyer is right.   You are wrong.

Looking at your listings, the only items that have "Free Returns" also have "Free Shipping".  This means that when the buyer exercises a return, they are entitled to their entire original purchase price.  You pay for shipping both ways.  You cannot sell something with free shipping, and then deduct the shipping on a return ... that's not Free Shipping/Free Returns.   In effect, you are charging a re-stocking fee, and restocking fees are prohibited on eBay.

[handmadebyus]

Doesn't free shipping mean that they are not going to get charged additional shipping when they hit Purchase?  We have had this since day 1, 10 + years.

[autopartspuller]

@orangehound  is absolutely correct.  Ebays policy is if you offer free shipping you must fully refund purchase to the buyer. 

Ebay has sided with a buyer when I had an issue on this subject.   That is why I charge shipping on heavier items.   If they want to return, I am fine with that but, I dont want to lose the cost of shipping to them when it is not my fault for the return.

If the buyer escalates this with Ebay, I am fairly sure they will receive their full refund.

[aproudparent2010]

Your buyer is correct in this case.

eBay policy is if you offer free shipping then if a buyer returns you give them every single penny back that they paid. If they take this to eBay then eBay will take the money from you and also give you a mark on your account.

[kensgiftshop]

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@handmadebyus wrote:

Doesn't free shipping mean that they are not going to get charged additional shipping when they hit Purchase? 

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Yes, and it also means the buyer gets a full refund .

If buyer paid original shipping, then it could be deducted from the refund.

[orangehound]

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@handmadebyus wrote:

Doesn't free shipping mean that they are not going to get charged additional shipping when they hit Purchase?  We have had this since day 1, 10 + years.

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That's correct.  The buyer doesn't pay for shipping.

Let me run through the scenario here, so that there is no misunderstanding.

• Buyer buys widget for $10 with free shipping ... the listing also offers free returns.
• The seller pays $3.20 to ship the item to the customer.
• The customer gets the item, and for whatever reason wants to return it ... the customer opens up a return request and downloads a label from eBay.
• The seller notices a $3.20 charge on their eBay invoice for return shipping.
• The seller receives the item back, and refunds the buyer $10.
• End of transactions.

Let's summarize.

• The buyer paid $10 and receives back $10.
• eBay originally received $1 in fees, but refunded those fees back to the seller.
• PayPal charged 0.59 for the transaction, and did not refund it ... they are not returning this money
• The seller lost $6.40 for shipping charges (outbound + inbound) plus 59 cents to PayPal for a grand total loss of $6.99.

Hope that's clear.

[handmadebyus]

Just had a VERY interesting chat with escalated eBay support.  I can do what I am doing, am not violating their policy and I can deduct original shipping costs from refund.  They verified with me how it works, I'm all good.

Thanks anyways.

[myangelandmyprincess]

If you have free shipping they informed you incorrectly. CS often gives incorrect advice 

You cannot deduct original shipping if you offer free shipping.  

[myangelandmyprincess]

eBay sees it as this you had free shipping thus you didn't "charge the buyer" for shipping.  So youre now only refund part of the item price which to them means "restocking fees" which eBay doesn't allow anymore.  

The fact you have free returns really doesn't even matter in this anyone who has a return policy and free shipping has to refund in full.  

[orangehound]

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@handmadebyus wrote:

Just had a VERY interesting chat with escalated eBay support.  I can do what I am doing, am not violating their policy and I can deduct original shipping costs from refund.  They verified with me how it works, I'm all good.

Thanks anyways.

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@handmadebyus 

You either misunderstood the CSR, or (not unusual) they gave you the wrong advise.  You can only deduct original shipping costs from a refund if the buyer paid for original shipping costs ... in your case, the buyer purchased with free shipping, they did not pay for any original shipping costs, and you cannot withhold original shipping.

By the way, since you have free return shipping, you can give a partial refund IF the buyer returns the item in a deteriorated condition ... you cannot use this power to levy a re-stocking fee, and you must follow eBay's guidelines for partial refunds.

@Anonymous 

Just a heads up that either I'm misunderstanding this situation, or you have yet another CSR that needs to be coached.

[mr_lincoln]

Hi @handmadebyus ,

Free Returns means:

1. Yes, the Seller agrees ahead of time to pay the return shipping

2. The seller has the option to refund UP to 50% of the item cost AND withhold the original shipping paid by the Buyer.  If a brand new item in the original package was purchased and returned opened and tried on once it is used and it's condition and value has been altered from the original condition it was shipped in.  This would allow a Seller to withhold part of the original item price.  I had this happen with some small Christmas tree ornaments ... they were shipped in a box but the Buyer returned them and only wrapped paper around the item's box ... which got crushed ... I withheld half their money and all of the shipping and reported them ...

3. Sellers are protected against less than Positive Feedback

It works, I've done it.  eBay's terming of it could make it sound like a Buyer gets ALL their money back, maybe that's by design and it should read FREE Return Shipping instead.  But "no" it does NOT mean the Buyer

[myangelandmyprincess]

The seller has free shipping though so withholding that means they withhold 0.00. A seller cannot withhold any of the item cost unless it's returned not as described

[cream_couture]

As many others have stated, you are wrong and the buyer is right. If you offered free shipping and free returns, then it shouldn't cost the buyer anything. Think about it logically.

If you don't want to incur the cost, then you shouldn't offer free shipping and free returns. 

eBay allows sellers to deduct up to 50% of the item cost when they offer free shipping and free returns to cover if the buyer returns the item in a different condition or returns a different item. That is why the system allowed you to deduct something. However, it is not right and it is not inline with your listing. You owe your buyer the additional refund. 

[clh-1963]

no your right i know  he has been misinformed and he's going to take the fall  free if free both ways