Return request for remorse question

[albertabrightalberta]

Buyer did not open SNAD. She claims she doesn't like the item and it's smaller than expected. (Measurements were in listing.)

If a buyer requests a return for remorse on a "no return" listing and seller has option to decline the request and close the case, can the buyer open SNAD? 

And what about feedback? 

[rixstuff]

I love Ebay to pieces but on other sites if you provide the measurements and the buyer files for color or fit, they are dead in the water and no return (though on other sites returns are much harder).  Let her open a return and you can reply as you wish (agree or disagree with the return). Note any measurements provided in the listing and refuse any refund until you get the item back.

[green-night · Accepted solution]

The buyer can't open an NAD return on eBay after you've declined the remorse return.

They can then open a return on Paypal however.  One thing to keep in mind is that if that happens, then on Paypal the buyer will have to pay return shipping (just like on eBay) but on Paypal you will have to refund the entire amount where on eBay you could withhold original shipping (if you offered free shipping that point is irrelevant).   It's possible Paypal might also close the dispute if you call and show them what happened on eBay but I wouldn't count on it. 

I think the buyer can still leave feedback. 

[albertabrightalberta]

@rixstuff 

Thank for responding. 

She already did open a return request. I'm just trying to decide if there's a negative side of declining the request. Can she neg me for not accepting a return on an accurately described item? 

Her reason for wanting to return is that it's smaller than expected and not worth what she paid. (Note that she made a b.o., I countered and she accepted the counteroffer!)

[albertabrightalberta]

I don't have "free" shipping and in the past, I've withheld the original shipping cost from refunds. 

I'm more frustrated than anything else. 

[uniwarehousewares]

if buyer want to return it with that reason let him open the return request and than wait until you get the returned item , after you receive the item, don't give refund and call ebay, reach directly appeal department or escalation department  and explain them that buyer reason is not rumorse, so you can deduct the return shipping cost and return rest of , if pay pal shows you money on hold means you have to wait two days and check again and if money is on hold than call ebay and get this fix, sometimes even you win case pay pal protect buyer, so you have to follow up with ebay two to three times to get this fix.

its happened with me once, even if case close in your favor, pay pal still has some control to hold money for buyer.

[orangehound]

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@albertabrightalberta wrote:

Buyer did not open SNAD. She claims she doesn't like the item and it's smaller than expected. (Measurements were in listing.)

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Measurements may have been in the listing's description, but if the buyer was on mobile, then they may not have seen the measurements.  These days, it is good practice to make sure measurements are in photos and the structured data.

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@albertabrightalberta wrote:

If a buyer requests a return for remorse on a "no return" listing and seller has option to decline the request and close the case, can the buyer open SNAD?

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green-light gave a great answer for this question.

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@albertabrightalberta wrote:

And what about feedback? 

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A buyer can still leave feedback if you accept or decline the return request.

[kensgiftshop]

I know some sellers don't like to take returns, but when the buyer is being honest and want's to return it because it's smaller then they thought, I would be happy they didn't file an INAD and make me pay return shipping.

[jobeth89730]

I am in the middle of a similar situation right now and was just told by Ebay that if they push that button that says "doesn't match description" you are dead in the water as far as your statement of no return.   I know the buyer was wonky, felt it from the get go.   Buyer remorse, cost too much money, didn't like it, whatever.   They did pay return shipping but Ebay also told me there is no more decline button and I couldn't find one.  I am done selling on here.  19 years and mostly just my own personal stuff that I am recycling but it's not worth the stress and anxiety when you are an honest seller.  I am a small fish and this won't hurt them at all but it is very frustrating to have zero support when it is obviously a fraudulent return action.  Good luck!!!!!

[jeannicho22]

Personally with a buyer paying return shipping and being able to deduct original shipping.... I'd take the return.

[johnrj1226]

I used to  have a no return policy but never once did I not  accept a  return request for a buyers remorse  reason.   Simply told the buyer to  "return for refund".  The buyers   paid the return without issue and if they didn't give me  hassle I returned the original shipping too - if they  did just refunded the item price- never did the  free ship stuff.  Today i  have a  30  return policy, used to have a 14 day but buyer pays return ship if not an INAD reason.

I may have  had 5  returns since 2010 with over 1527 items  shipped.

Yeah the buyer  can leave you FB if you refuse  the return or not.  Would  SWAG that if you refused a return you would  get a RED hickey and some possible  expletives

[albertabrightalberta]

Thank you for your responses. I am glad she was honest about the reason because she could have opened snad to force my hand.

I will accept the return.

[jeannicho22]

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@albertabrightalberta wrote:
Thank you for your responses. I am glad she was honest about the reason because she could have opened snad to force my hand.

I will accept the return.

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You're awesome

And smart.

[albertabrightalberta]

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@jeannicho22 wrote:

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@albertabrightalberta wrote:
Thank you for your responses. I am glad she was honest about the reason because she could have opened snad to force my hand.

I will accept the return.

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You're awesome

And smart.

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You made me laugh! 

[albertabrightalberta]

Okay, I'm back with a follow up update and question.

I approved the request to return (on April 22) with the request showing that buyer pays return shipping and had to return by April 29.

I haven't heard back from the buyer and since the case shows that Ebay "may" close the case if not returned by April 29, I will call tomorrow and request the closure.

Can the buyer leave feedback if the case is closed without her return? (This wasn't a SNAD return.) 

I know she could have left feedback if I'd refused the return but having accepted it and (will) close it without a refund, can she neg me?