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.

[hafoster]

Since you can't deny it, when you click Accept the return --

the buyer will be told to pay for international online-viewable return tracking.

[dr.kenzo.tenma]

Thanks. But what if I don't want to accept the return (as per my international shipping policy)?

[kensgiftshop]

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@dr.kenzo.tenma

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If you don't take returns, you can deny the return if its a remorse return.

If you take returns, accept the return, they pay return shipping.

Once the return is approved, Ebay gives them a certain time the item has to be shipped back by.

Since they have not got the package yet, there's a good chance they might not get it in time to ship back.

If the package has not been shipped by the time Ebay gives them, call Ebay and have the return closed.

[carlmarxx]

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@dr.kenzo.tenma wrote:

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.

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Since the Buyer stated they changed their  mine and don't want it  in the ebay message  . As per to your no return policy you can decline it do to remorse  . You should call up ebay   and get it on the recored .

[hafoster]

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?

[7606dennis]

Frankly, I'm not sure how a remorse return should be handled on a GSP shipment.  It really doesn't matter with regard to the return shipping since the buyer would be responsible for that, unless you offer free returns.  The buyer could ship it directly back to the seller paying the international shipping while the seller would refund the price and original shipping to Kentucky.  However, the buyer will probably have a problem if they don't get their "Import Charges" back.

If a SNAD is filed on a GSP shipment, I believe, the seller has to call eBay to make them aware it is a GSP shipment, but I'm not sure about how that would work with a remorse return. 

[hafoster]

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@7606dennis wrote:

The buyer could ship it directly back to the seller paying the international shipping while the seller would refund the price and original shipping to Kentucky.  However, the buyer will probably have a problem if they don't get their "Import Charges" back.

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Unfortunately, Canada already agreed to forfeit those "Import charges":

International Returns. For GSP Items located in the United States that you purchase under GSP and that you return to your Seller, you will not be eligible for, and you will not receive, a refund of any Program Fees that you paid to Pitney Bowes and Pitney Bowes will not be responsible for shipping the GSP Item back to your Seller.

https://pages.ebay.com/shipping/globalshipping/buyer-tnc.html

[buyselljack2016]

@dr.kenzo.tenma

Not meaning to scare/alarm you, but not sure how it would work, but if you deny the "remorse" return that the buyer would apparently have to pay the shipping for, there may be a SNAD via PP, or a chargeback via a C/C at a future point. Other posters may be able to expand on that.

Another possibility that may arise here is that the buyer will not pick up/accept delivery of the item. Other posters may be able to expand on that.

[carlmarxx]

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@buyselljack2016 wrote:

@dr.kenzo.tenma

Not meaning to scare/alarm you, but not sure how it would work, but if you deny the "remorse" return that the buyer would apparently have to pay the shipping for, there may be a SNAD via PP, or a chargeback via a C/C at a future point. Other posters may be able to expand on that.

Another possibility that may arise here is that the buyer will not pick up/accept delivery of the item. Other posters may be able to expand on that.

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There is no snad  just buyers remorse  in the message  OP's buyer sent him or her .  Ebay will have to back up  the no return  policy  and no refund in this case.  OP should call up ebay 1/2 hour before closing for the day.

[dr.kenzo.tenma]

Thanks, all. Here are some of my frustrations and a long-term concern for everybody:

1) I don't accept international returns. Why did eBay allow a return to be opened at all?

2) Of course, my funds instantly got held.

3) Because of poor coding, the buyer was left with a mistaken impression that returns were accepted, and I have to call eBay.

4) No guidance anywhere in eBay's documentation on how to respond.

For others, please consider this implication:

1) Now the eBay auto-accepts returns, does that mean that this return request could have instantly been approved? If so, GSP sellers may suddenly find themselves on the hook for free international returns even if they don't accept said returns.

[missjen831]

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@dr.kenzo.tenma wrote:

Thanks, all. Here are some of my frustrations and a long-term concern for everybody:

1) I don't accept international returns. Why did eBay allow a return to be opened at all?

2) Of course, my funds instantly got held.

3) Because of poor coding, the buyer was left with a mistaken impression that returns were accepted, and I have to call eBay.

4) No guidance anywhere in eBay's documentation on how to respond.

For others, please consider this implication:

1) Now the eBay auto-accepts returns, does that mean that this return request could have instantly been approved? If so, GSP sellers may suddenly find themselves on the hook for free international returns even if they don't accept said returns.

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Sellers who use the GSP won’t be on the hook for free international returns

period. 

[dr.kenzo.tenma]

Quick update: Three reps have now told me that I have to accept this return (with buyer paying shipping). The logic, so far as I can un-torture it, is that, even though when checking out via GSP, no return policy is displayed, that is different from the listing explicitly saying "no returns." Frustrated. Anyone know which department I can talk to in order to resolve this?

[dr.kenzo.tenma]

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."

[buyselljack2016]

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@carlmarxx wrote:

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@buyselljack2016 wrote:

dr.kenzo.tenma

Not meaning to scare/alarm you, but not sure how it would work, but if you deny the "remorse" return that the buyer would apparently have to pay the shipping for, there may be a SNAD via PP, or a chargeback via a C/C at a future point. Other posters may be able to expand on that.

Another possibility that may arise here is that the buyer will not pick up/accept delivery of the item. Other posters may be able to expand on that.

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There is no snad just buyers remorse  in the message  OP's buyer sent him or her .  Ebay will have to back up  the no return  policy  and no refund in this case.  OP should call up ebay 1/2 hour before closing for the day.

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I understand that it has started as a "remorse". My point in posting was exactly as I posted.................. that the "eBay remorse" could later become a SNAD via PP, or a chargeback via a C/C at a future point.