Question about refunding

[jnsvintagefinds]

Hi,

I'm a new seller...selling since about July...and this is one of my first issues that I dont know how to handle.

I am a one person  operation selling primarily used items.  I have a no returns policy.  

I sold a used item that I powered on to make sure it worked.  I listed it and just stated that it was missing two minor things. That it came with what was pictured.

Ok fast forward a week or two, I get a long email about how it doesnt work,he wants his money back with a vague threat about feed back...my feedback is 100% but only 43 people have left it.

I responded that I dont do returns, this item is at 30 years old and I cant guarentee the life expency of a vintage item.  It could work today and not work tomorrow. I was very nice and professional in the email. I said as a courtesy for his trouble I'd refund 20 dollars

Hes still pushing back.  If I had the money I'd maybe just refund him but to me that's the chance you take buying an old used item.  I'm not even convinced the item isnt working.  Could be buyer remorse. 

I really dont want to refund him.  What happens if he goes to Ebay? What about if he  leaves bad feedback? Will that lower my percentage dramatically?

Thanks for your help.

[golfingaddict]

Refund him, or tell him to return for refunding.

Telling him no is only going to make it worse.  There is no such thing as no returns if the buyer claims that there is a problem with the item or description.

It's not worth the fight, this is not going to end well for you if you try to fight it.

Take the return, or refund and save yourself the agony and stress and potential bad feedback/and or bad marks on your account

And don't spend the money you get from a sale until at least 30 days have past and/or you are sure the customer is satisfied.

[jnsvintagefinds]

I was afraid you were going to say that 🙂

I do want it back.  Does he pay for shipping? 

Thanks for your help.

[golfingaddict]

If he claims a problem and files a request with ebay, you will be responsible for shipping costs.

If the buyer files for a return and says the  Item not as described. In this case you are responsible for return shipping and if you do not agree with the return, ebay will force the issue and you will have to refund and pay for return shipping.

I think it is sometimes  better to cut your losses and just return without refund.  No one can make you do this, but they can make you refund and pay for return shipping.

[myboardid]

I once gave in and refunded a scammer buyer and I have regretted it ever since.   I would just respond with "I'm sorry you are unhappy with the item, please open a return through eBay and I will provide a prepaid return label for you.  As soon as I receive it back I will send you a full refund."   If he continues to harass you, just repeat that phrase as many times as necessary with NO other answer.  He will either send it back or go away.  I think he is just trying to get the item for free by hounding and threatening you.  Don't worry about the feedback..  Scammers don't do that because sellers would be able to see what they had done.  If I am wrong, at your level you can walk away from that account and open a new one.

[goldguy22k · Accepted solution]

@jnsvintagefinds 

OK, look sorry you are having this issue as the buyer sounds like a real piece of work.  But can I offer some constructive advice?  Might not be what you want to hear, but I think some info might help you.

That said, looks like you need to get familiar with eBay's Money Back Guarantee (MBG).  

The bottom line is that the buyer is claiming the item is Not As Described (NAD).   Doesn't matter if it is true or not, eBay sides with buyer per the MBG.  So arguing with the buyer is pointless.  In a NAD case, when the buyer files it, the seller has a few days to respond.  The response eBay is looking for is a resolution (i.e. partial refund) or sending the buyer a prepaid shipping label.  When the buyer files you will get emails explaining what to do.   Key is you need to do something within the time frames eBay lays out OR the buyer will ask eBay to "step in" and eBay will do one of two things: 1) issue a shipping label to the buyer for a return on your dime or 2) Issue a full refund on you dime to the buyer without requiring them to return the item to you.    So the second outcome is a Maximin Loss scenario.  But hey, you have control over that.

We see this a lot form sellers who think a "no returns" policy means something.  They stand up and fight against it and eventually get run over by the MBG and suffer a maximum loss!  "No returns" only works if the buyer is dumb enough to check one of the 'remorse' reason for the return: didn't like, wrong color, etc.  In those cases you CAN refuse a return but good customer service dictates you accept the return (buyer pays return shipping) and refund once item is returned.  But buyers know better and only a few will select a remorse reason.  There is an old saying around her relative to returns:  You can refuse returns, but you cannot refuse refunds!    (NAD dependent of course)

What gets sellers is that the 1st time they encounter this they are not knowledgeable about the MBG policy and are not prepared for it.  So it is a shock.  Hey, I was that way with the first few returns.  Then I got educated here and made some adjustments to the way my business operated.  First I set aside 5% of each sale into a Cookie Jar Fund.  Those monies were used to pay return shipping costs and refunds as needed.  Having that in place helped me sleep better at night!  Second, as OP noted, I never counted any sale money as "mine" (able to spend) until 31-days AFTER the delivery date.  Usually returns happen faster than that, but that allows for the 30-day window the MGB provides to the buyer.

So hope that helps define what you need to do!  Make a few adjustments and you'll be fine with your selling!

Kudos for coming here and asking!  We see many who don't and show up after it is too late to help them!  So you are head and shoulders above many!

[jnsvintagefinds]

I keep trying to reply and it keeps erasing my comment. I'm batting a 1000 tonight.  I appreciate you taking the time to answer my question. I have a much better understanding now of how the MBG works.

The buyer has indicated in a message to me he wants the product Charge refunded and he'll "eat his original shipping charge" and of course hed keep the product.  That WOULD be the cheapest option for me but I just don't want him to get a refund AND the product.

So my question is  whata my next step? I read your response (again thank you soooo much) but I'm unclear on two things.  How does he open up a return request onEbay and will that affect my standing at all? Like if he says my item was NAD will that hurt me? 

I guess I'm asking what my response should be.  Do I tell him yes I'll accept a return since the item isnt working. Please open up a return request through ebay and I'll send you a prepaid return label.   Something like that

Thank you so much 

[golfingaddict]

If he is willing to keep the item, then he doesn't have a problem with the item.

 Tell him to return for a full refund.  

He will have to open a case if he wants a refund.  It won't hurt you if you refund after you get the item back. 

Don't engage him anymore.

Just rinse and repeat.

"if you are unhappy with the item, please return for a full refund"

He will know how to do that. ebay makes it super easy.

[kensgiftshop]

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@jnsvintagefinds wrote:

I was afraid you were going to say that 🙂

I do want it back.  Does he pay for shipping? 

Thanks for your help.

---

If buyer says it doesn't work, you'll have to pay return shipping, or just refund them.

[toysaver]

 "I have a no returns policy." 

EBay has a 100% guarantee policy that trumps your policy.  You agreed to abide by it in the user agreement.

[goldguy22k]

@jnsvintagefinds 

You could tell the buyer to go to the bottom of any eBay page and find & click on the Resolution Center.  From there they can start the return request.    Just that!   Don't tell them you'll send a label, you need to see what kind of return they select.   If they select a NAD reason you will have to pay for return shipping.  In that case, approve the return and issue a return shipping label.  They will have a few days to get it scanned & in the mail.  If the buyer selects a remorse reason the buyer will be charged for a label or have to buy return shipping them self. 

But in any case once a return is started there are time limits for both the buyer and seller to act.   IF the buyer fails to do ship timely, you can close the case.  THEN the buyer's only option would be a case with PayPal and I think PP requires the buyer to pay return shipping (but I could be wrong due to my age and the lateness of the hour).   IF you fail to issue a label timely in a NAD case then the buyer can ask eBay to close the case in the buyer's favor and they will be issued a FULL refund from your funds and get to keep the item.  So don't miss deadlines.  LOL!

Some will tell you to just tell the buyer if they want a refund they have to return the item to you and leave it at that.  In other words why tell him how to work the process so it costs you?  Your decision on what is the right thing to do.  But customer service is key in retail selling.  Anyway, the advice to send one more email then stop is probably good.  Scammers want to keep you talking so they can find and edge or wear you down.  Either keep sending the same "return for a full refund" note, or send it and stop communicating.

As far as effecting your standing with eBay, yes, and no.  Yes, you will record one NAD case on your selling account.  Not ideal, but one will not sink you - you need several or repeated NADs to accumulate before eBay will take any action.  So don't worry about it - returns happen.  When they start to reoccur then one might want to examine the business practices.

Hope this helps!