Needed improvements to the request for a return process

[better-deals2012]

Having just completed a request for a return from a buyer I saw a few changes that should be made.  The buyer had bought the item, decided it didn't fit his needs or got an identical item for Christmas. In any case he started a return stating the item was defective. In his first statement he stated that he had bought a brand new one that was better suited for his needs.  I replied that it sounded like the item he bought from me was fine but he had gotten a newer version and just wanted to return the one he bought from me. I also told him that I was more than will to take the item back for a full refund of his purchase price but he had to pay the shipping.  He agreed immediately and Thanked me... He sent the item back and I went into return proces and offered him the purchase price he agreed to.. I then went into Paypal to refund the money and found that it was locked and I was not able to send his money back until be agreed on Ebay.  This is stupid.. I should be able to immediately send any amount back to the buyer.. It wouldn't stop Ebay from holding the balance until they were happy.. In any case here's my suggestion for improvements..

In the returns process there should should be an option to change the reason for return to "Buyer just changed their mind" so they would be responsible for the return shipping.. The process can wait for them to agee.. 

In Paypal you should be able to make a partial refund of a payment.. this will allow you to move on and forget about it.. presently if you offer a partial refund the buyer has 40 days or so to reply.. your left out to dry for a month of Sundays.. the buyer should have a few days at most after he reads the offer to decide.. by either taking it or sending a another message to the seller

[hafoster]

Too many errors to fix --

when you're suggesting improvements --

you need to show that you understand the process first.

[disneyshopper]

I just returned 2 items a few weeks ago.  Since the items were both too small, I ended up paying the return shipping.  I recall seeing several reasons for the return, and I believed Changed Mind was one of them.

I have made partial refunds for a variety of reasons, so not sure why you were not able to change the refund amount.

[vintagecraze50]

There is an option for "changed mind". If you had a no retuns policy on your listing the buyer could have chose another reason to obtain the free ship back, usually it is "not as described" People know this and use it to get the free ship back.

[hidy-hoo]

If I am understanding the OP, his buyer started a SNAD return when it should have been a "doesn't fit or don't want it" return and there is no option for the buyer or seller to change the reason for the return once an incorrect or invalid request has been opened.

I wish that eBay would do what PayPal does and make the buyers pay for the return shipping for all requests/claims.  If a request/claim is decided in the buyers favor, then the return shipping will be refunded to them.  This would cut down on buyers using SNAD just to avoid paying the return shipping costs.