HELP! Buyer returns order but never opened a return case.

[shoptalkid]

I shipped a $55 order last week to a buyer who seemed excited to get the items.   Today I go to my mailbox and she sent it all back (with tracking).   I didn't even know about the return because the buyer never messaged me or opened a return, nor did they include a note to tell me why the items were returned.   Description and pictures were very accurate, so if anything, this is a remorse return. 

So now what?  Message the buyer and tell them that they need to open a return case through ebay?  I charge a restocking fee, so I hope they dont just expect a PP refund to suddenly appear with no record on ebay's end. 

[deep-garnet-red]

I'll probably get flamed for this, but I would do nothing until the buyer contacted me.  I firmly believe in teaching people lessons and not reinforcing bad behavior. Other's would probably fall all over themselves to give the buyer a refund asap.

[shoptalkid]

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@deep-garnet-red wrote:

I'll probably get flamed for this, but I would do nothing until the buyer contacted me.  I firmly believe in teaching people lessons and not reinforcing bad behavior. Other's would probably fall all over themselves to give the buyer a refund asap.

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I was considering doing that, but ended up informing the buyer of an unauthorized return and that in order to receive a refund, they need to open a case on eBay.   What makes me even madder is that USPS never even scanned  my shipment to the buyer, not once!   But I got it all back so the buyer got it. 

[shoptalkid]

I forgot to mention that the buyer put their label right over the original tracking number because they used the same box to return it all in, so the original label is still there as proof. 

[deep-garnet-red]

Wow...you are lucky they didn't file an INR and keep everything, item and money.

[richard1rst]

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@shoptalkid wrote:

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 ended up informing the buyer of an unauthorized return and that in order to receive a refund, they need to open a case on eBay.

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If they open a return claim then eBay tallies it on your seller dashboard. If not, they don’t so your record stays clean.

\Was the item returned in a resaleable condition?

If it was, then first thing I do is go to my page of solds made, find the order, click the drop down box on the left side of the page and see if “cancel order” is still available. You would be surprised how long that stays around. If so, click that and choose “buyer asked to cancel the order” as a reason. That way you do not get a defect. Then you can issue a refund AND GET YOUR FVF BACK !.

In the alternative, go to Paypal, issue the refund minus the restocking fee. But if the restocking fee is 10% that is the same as the FVF you get back.

So a refund minus the restocking fee might cause an argument. A cancel gets them a full refund, and no argument.

BUT HERE’S THE THING

Either way, the cost to you is the same. With a cancel you get the FVF back, on a Paypal refund you keep 10% restock but you still have to pay the FVF. So the amounts work out the same.

[shoptalkid]

Well i offer free shipping, so if I cancel on eBay, there is no option to partially refund.   At this point, I'll at least get my FVF back and I'm willing to take the a $9 to $10 loss  for shipping and PP fees.   It's messed up though.    

I'm seriously considering going back to no returns.  My items have such a small return rate anyhow.  

[shoptalkid]

Yup, so I just ended up cancelling, the buyer got all their money back and all I lost is maybe $8 total.  Not going to be a dishonest seller and keep all their money and potentially wind up with a chargeback.   They did get added to my BBL list though! 

[missjen831]

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@shoptalkid wrote:

Well i offer free shipping, so if I cancel on eBay, there is no option to partially refund.   At this point, I'll at least get my FVF back and I'm willing to take the a $9 to $10 loss  for shipping and PP fees.   It's messed up though.    

I'm seriously considering going back to no returns.  My items have such a small return rate anyhow.  

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@shoptalkid The problem with cancelling is, the buyer didn't request it.  So you will get a defect. You don't have a message from the buyer asking to cancel. So if you cancel using buyer requested or problem with buyers address you are gonna get a defect because eBay will see that your buyer never requested it. I would either do like deep garnet said and do nothing until you hear from the buyer or issue a partial refund through the original PayPal transaction.

[phcd1]

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@shoptalkid wrote:

Yup, so I just ended up cancelling, the buyer got all their money back and all I lost is maybe $8 total.  Not going to be a dishonest seller and keep all their money and potentially wind up with a chargeback.   They did get added to my BBL list though! 

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Errrr (buzzin sound)...Wrong guess Hans

I wounldn't have done that if I were you.

[phcd1]

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@missjen316 wrote:

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@shoptalkid wrote:

Well i offer free shipping, so if I cancel on eBay, there is no option to partially refund.   At this point, I'll at least get my FVF back and I'm willing to take the a $9 to $10 loss  for shipping and PP fees.   It's messed up though.    

I'm seriously considering going back to no returns.  My items have such a small return rate anyhow.  

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@shoptalkid The problem with cancelling is, the buyer didn't request it.  So you will get a defect. You don't have a message from the buyer asking to cancel. So if you cancel using buyer requested or problem with buyers address you are gonna get a defect because eBay will see that your buyer never requested it. I would either do like deep garnet said and do nothing until you hear from the buyer or issue a partial refund through the original PayPal transaction.

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Ding, ding ding...winner with the correct answer!

[shoptalkid]

Well my bad.  I'll take a defect if I get one.  Lesson learned if this ever happens again.

 As of right now I did get the FVFs back and buyer agreed to the cancellation.  Perhaps the fact that USPS screwed up and  never scanned the original package (not even one scan!) worked in my favor this time,  because according to the eBay rep I spoke with, in eBay's eyes it was never  shipped.  

[missjen831]

If you get a defect, I would definitely call eBay and try to appeal it. You did what they want you to do--you refunded the buyer in full even though you were not required or obligated to. They should not punish you for this. In fact if you do get a defect and customer service won't remove it, I would comeback here and tag Trinton and ask him to look into it. He is really good about that and will help you 🙂