Protocol for responding to a GSP remorse return request

[dr.kenzo.tenma]

Hi - On my seller account, a buyer from Canada purchased an item from me via GSP. The item has passed Canadian clearance and is in transit to the buyer, but has not yet arrived. The buyer just sent me a note saying they misread the description and changed their mind about the item. They want to "get [their] money back." They then opened a return request. I don't offer international returns, and I only ship internationally via GSP.

What is the protocol for handling this? I do not want to authorize a return, and I thought my responsibility for the item ended when it reached Kentucky. Why are they allowed to open a return request for "Ordered by mistake" at all when returns are not accepted? In addition, my reply options do not include "decline return request." Do I need to contact ebay customer service about this? If so, what do I tell them to properly handle this? What is the proper protocol here? Any help appreciated.

[missjen831]

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@dr.kenzo.tenma wrote:

I believe this policy from the GSP FAQ should override any return policies anyways:

"Are international returns supported through the Program?

With a few exceptions, international returns are not supported through the Global Shipping Program at this time. eBay may choose not to display the returns policy field of your GSP listings to international buyers unless you set your returns policy to no returns or exchanges. If you wish to accept international returns, you should describe your international returns policy in your listing description. The returns policy that you specify in your listing description of a GSP item will apply to your buyer's purchase of the GSP item, unless your policy is inconsistent with local legal requirements in the country where your buyer is located. You are responsible for complying with all laws and regulations about returns that may be applicable to the sale of GSP items to international buyers."

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That policy doesn’t mean what you think it does. It simply means that the GSP itself doesn’t handle returns. If an item is damaged during shipment they refund the buyer. They don’t take items back and on all other returns, the buyer doesn’t send the item back to the GSP, the GSP isn’t involved, it’s strictly between the buyer and seller. A lot of people think that on GSP sales , that the buyer sends the item back to the GSP or that the GSP is involved.

[dr.kenzo.tenma]

But surely the meaning of this portion is straightforward: "If you wish to accept international returns, you should describe your international returns policy in your listing description. The returns policy that you specify in your listing description of a GSP item will apply to your buyer's purchase of the GSP item ..." If no return policy is in the description, then ipso facto I do not wish to accept international returns.

[missjen831]

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@dr.kenzo.tenma wrote:

But surely the meaning of this portion is straightforward: "If you wish to accept international returns, you should describe your international returns policy in your listing description. The returns policy that you specify in your listing description of a GSP item will apply to your buyer's purchase of the GSP item ..." If no return policy is in the description, then ipso facto I do not wish to accept international returns.

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I believe this is a domestic transaction in ebays eyes since you shipped to he GSP in Kentucky. 

[dr.kenzo.tenma]

I'll probably just accept the request at this point and see if they ship back.

I reiterate my previous concern. If domestic return policies apply to GSP orders, will a seller that offers free returns be on the hook for free shipping from a GSP order if a remorse return is opened?

[hafoster]

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@hafoster wrote:

Could it be eBay considers your package to KY a domestic delivery?

@dr.kenzo.tenma

So your international returns policy does not apply --

hence you can't decline a morose return?

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Yes, just issue a domestic return label from KY to you --

it can never be mailed by the GSP buyer.

[dr.kenzo.tenma]

So I noticed that this return request has no deadline listed for tracking to be uploaded, unlike previous returns I've had. Is the deadline still five business days for international returns? Is there some other reason a date for shipping the return wouldn't be listed?

[pjcdn2005]

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@dr.kenzo.tenma wrote:

So I noticed that this return request has no deadline listed for tracking to be uploaded, unlike previous returns I've had. Is the deadline still five business days for international returns? Is there some other reason a date for shipping the return wouldn't be listed?

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Perhaps because the item hasn't actually arrived there yet??

I've accepted international returns and  I although I can't be 100% positive, I think that there was a mention that that buyer needs to ship the item in a certain number of days.

You really do need to mention to the buyer that because the gsp does not get involved in returns, the buyer is unlikely to receive their import fees or international shipping fees back.  That might make them think twice about sending it back.

[pjcdn2005]

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@dr.kenzo.tenma wrote:
I'll probably just accept the request at this point and see if they ship back.

I reiterate my previous concern. If domestic return policies apply to GSP orders, will a seller that offers free returns be on the hook for free shipping from a GSP order if a remorse return is opened?

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I really don't think that they consider a gsp transaction as domestic in a remorse return situation.    If you are just basing this on the fact that they were allowed to open a return, that isn't a factor.  eBay always allows return requests to be open even if the seller has a no return policy or if the deadline to return has already gone by.  Their reasoning is that the seller may choose to accept a return even if their terms state that they won't.  For example if I had 30 days returns and someone opened a return on day 35, its unlikely that I would refuse it just because they are a few days late.