eBay

my3jcs11 · ‎12-30-2019

Hello.

Buyer opened a return for Doesn't Fit. I accept returns, buyer pays return shipping. I receive the item back and refund the item price, not original shipping and the return is closed. Buyer opens a case requesting original shipping. Ebay finds in favor of the buyer and debits my paypal. I have been selling for many years on Ebay and have never refunded original shipping for remorse reasons. The Ebay rep said this is the way it is now. I can't find anything in writing. Is this a new change? Thanks so much!

mrdutch1001 · ‎12-30-2019

Remorse buyers have figured out a way around admitting the error of their ways, so they use reasons which will qualify for refund of shipping... And yes eBay has become a buyer's paradise for all things including getting ALL of monies refunded for returns.

my3jcs11 · ‎12-30-2019

Yes, buyers will make up anything to get their refund, but that is usually for not as described returns. This was a cut and dry doesn't fit return. I've never heard of this. I will be losing $ if I am required to refund all original shipping for each return. I sell a lot of clothing/shoes and do get more returns. The main reason I did not sign up for free returns.

my3jcs11 · ‎12-30-2019

Yes, buyers will make up anything to get their refund, but that is usually for not as described returns. This was a cut and dry doesn't fit return. I've never heard of this. I will be losing $ if I am required to refund all original shipping for each return. I sell a lot of clothing/shoes and do get more returns.

southern*sweet*tea · ‎12-30-2019

Was the item originally sold with "free" shipping? If so, then yes, you have to refund the entire amount including original shipping, since the line item cost to the buyer for shipping was zero.

If it wasn't free shipping, then Ebay has either screwed up or changed policies yet again without letting anyone know.

The easier you are to offend the easier you are to control.

We seem to be getting closer and closer to a situation where nobody is responsible for what they did but we are all responsible for what somebody else did. - Thomas Sowell

my3jcs11 · ‎12-31-2019

The buyer paid shipping. I do not offer free shipping. Even sellers who offer free returns are not required to refund original shipping. At least that is my understanding. I have tried to find something in Ebay's policy stating what sellers are required to refund on a return and I am coming up empty. When issuing the return, the system has always highlighted the item amount and it was at my discretion to refund original shipping or not. This Ebay rep made it sound like it is required now.

myangelandmyprincess · ‎12-31-2019

@my3jcs11 wrote:
The buyer paid shipping. I do not offer free shipping. Even sellers who offer free returns are not required to refund original shipping. At least that is my understanding. I have tried to find something in Ebay's policy stating what sellers are required to refund on a return and I am coming up empty. When issuing the return, the system has always highlighted the item amount and it was at my discretion to refund original shipping or not. This Ebay rep made it sound like it is required now.

Your understanding is incorrect. With free shipping a seller can’t withhold original ship costs. Sellers used to put in restock fees to help recoup these costs but even that’s now allowed anymore

as for your situation I honestly don’t know if the buyer filed for fit you should have been able to without the original ship. Did the buyer try to claim you sent the wrong size ?

“Birth certificates show that you were born. Death certificates show that you died. Photographs show that you have lived.” -Unknown

my3jcs11 · ‎12-31-2019

I understand you need to refund the full amount, including shipping, if you offer free shipping. I do not offer free shipping. When I mentioned sellers who offer free returns do not refund original shipping, I was still meaning that they charged shipping and did not need to refund that amount. The reason this buyer used for opening the return was Doesn't Fit. They also stated in the comments that the shoes were too small and did not fit and they needed to return them.

myangelandmyprincess · ‎12-31-2019

@my3jcs11 wrote:
I understand you need to refund the full amount, including shipping, if you offer free shipping. I do not offer free shipping. When I mentioned sellers who offer free returns do not refund original shipping, I was still meaning that they charged shipping and did not need to refund that amount. The reason this buyer used for opening the return was Doesn't Fit. They also stated in the comments that the shoes were too small and did not fit and they needed to return them.

I apologize early morning I read free returns as free shipping

yes free returns sellers can withhold original shipping too. I’m not sure why eBay did this.

@Anonymous

can you help figure out why this seller had to refund original shipping ?

“Birth certificates show that you were born. Death certificates show that you died. Photographs show that you have lived.” -Unknown

fern*wood · ‎12-31-2019

I processed a remorse return within the last month and was able to withhold the original customer paid shipping. If this has just changed, it needs to be announced somewhere. I am guessing it is another incorrect response by an ebay rep.

Anonymous · ‎12-31-2019

Hello.

Buyer opened a return for Doesn't Fit. I accept returns, buyer pays return shipping. I receive the item back and refund the item price, not original shipping and the return is closed. Buyer opens a case requesting original shipping. Ebay finds in favor of the buyer and debits my paypal. I have been selling for many years on Ebay and have never refunded original shipping for remorse reasons. The Ebay rep said this is the way it is now. I can't find anything in writing. Is this a new change? Thanks so much!

Hi @my3jcs11, you are allowed to retain the original shipping when refunding a buyer in a remorse return as you've described here. It sounds like a mistake was made, and while the Community Team isn't normally able to review account specific details, I can get this reviewed for necessary corrections and appropriate coaching to the agent that made a mistake.

disneyshopper · ‎12-31-2019

You stated you accept returns. If that is correct, then that means you accept returns for any reason.

If your return policy stated No Returns, then you can decline a return for any buyer's remorse reason: doesn't fit, didn't like it, changed mind, found it cheaper elsewhere. It's my understanding that if you decide to accept the return, then the buyer pays return shipping, and you refund the full original payment. This way each of you pays shipping one time.

disneyshopper
Volunteer Community Member

fern*wood · ‎12-31-2019

They didn't try to fight the return. The issue was refunding the full amount.

On remorse returns, the seller is not required to refund the original buyer paid shipping. They can if they choose to, but Trinton just confirmed it is not required.

richard1rst · ‎12-31-2019

@Anonymous wrote:
Hi @my3jcs11, you are allowed to retain the original shipping when refunding a buyer in a remorse return

So just to clarify, would all or any of these qualify as a remorse return on which we could withhold original shipping?

Just didn't like it

Ordered by mistake

Found a batter price elsewhere

Got here late (when tracking scans clearly shows it was shipped promptly and the post office was late, not us)

***

And if we offer "free shipping" in which we all know that the shipping cost is rolled into the price of the product, is there any adjustment possible there?

"Laissez-faire capitalism (AKA The Great Material Continuum) is the only social system based on the recognition of individual rights and, therefore, the only system that bans force from social relationships." ~ Ayn Rand

my3jcs11 · ‎12-31-2019

Thank you everyone for your help! I just received a message from Ebay saying they have reversed the decision in my case. It's a New Year's Eve miracle! Happy New Year!