I got my first return.....questions.

[Anonymous]

  Yes, yes it's true......16 years, 1171 transactions, $10,992 in sales, and just having made Top Rated, I got my first return. I realize I have been VERY fortunate to this point, but it found me and we are dealing with it.

  I sold a 2 year planner/calendar to a customer for $9.49 free ship/free returns. She received it today and opened a return with eBay immediately without contacting me. eBay notifies me of the return case and her reason is "I just don't like it, not what I expected".  OOOooookaaaaaay........

  I message her: 

  Hi ****,
eBay has notified me that you are returning this item, sorry you didn't like it.
This is my first ever return, so please bear with me and we will get through this together.
It sounds like the item is on the way, did eBay send you a shipping label ?
I will issue a refund once I receive and inspect the item.
I will let you know when I receive it.
*******

She messages me:

Thanks so much for understanding. Yes ebay did send a shipping label and I will try to get the item in the mail tomorrow. Thanks again.

  SWEET, couldn't be better, things are going swimmingly......but I have questions.

I can't find anywhere where eBay billed me for the return label they sent to her. Who pays for that ?

The transaction was free shipping/free returns. Once I receive the item in great shape, do I refund what she paid and the return shipping label ? 

How does this work ? Who pays for what ?

Thank you so much for the help !

[mr_lincoln · Accepted solution]

@Anonymous   If your item was listed with Free returns then:

1. You paid the return shipping and it will be a charge on your monthly invoice

2. Since the Buyer stated they just don't like it you can withhold their original shipping since that is a remorse return.

3. If you get the item back damaged, written on, torn, etc. then you can withhold up to 50% of the origina purchase price

4. With Free Returns you are protected against less than Positive Feedback

5. Add the Buyer to your blocked list

[kensgiftshop]

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@Anonymous wrote:

  Once I receive the item in great shape, do I refund what she paid and the return shipping label ? 

How does this work ? Who pays for what ?

---

Since it was free shipping, the buyer will get a full refund.

If the buyer had paid the original shipping, you could deduct that from the refund.

Ebay will include the charge for the return label on your monthly invoice.

[mr_lincoln]

@Anonymous   One correction on my post ... Free shipping means there is no original shipping to withhold on a remorse return ...

[Anonymous]

Okay......I am billed the return shipping (nice of eBay to send them a ship label, very convenient).

I get item back and refund buyer the purchase price (free ship). If item is unsellable (writing, torn, etc.) I can refund 50% of purchase price. If item is good, relist it and sell it again.

  So all I am out at the most is the return shipping and the fiasko is over.

  Blocking this "buyer" is a given.....it doesn't take much to make my list, it is quite extensive. There are literally millions of buyers out there so I weed out the ones who are the least bit wonky or difficult.

  Thanks everyone, you are the best !