This is a first....

[thebeautygal]

I received this message from a buyer today. My instinct is to accept the return but make the buyer pay for return shipping. Normally I would just pay for return shipping BUT it's the last line about the feedback. What would you do?

"The color of the nail polish is not the same as the photo. The color I received is horrible and I want to return it for a full refund. I also shouldn't have to pay for shipping. Please advise on what to do next. I don't want to leave poor feedback."

[tobaccocardyahoo]

I would stop listing any beauty or cosmetics. This sort of situation is common for products who draw high maintenance customers who accept no responsibility for their bad selections.

Tried it, in a month I gave up on these sorts of items and gave the inventory to Goodwill. It was cheaper to give it away than sell it to the people who will buy it online.

[robbie31415]

You advise them to open a return.

Depending on their return reason and your return policy will determine who is responsible for return shipping.

Shouldn't overthink this. Best to just move on.

If you aren't happy transacting with this specific buyer then you just add them to your BBL for future purchases.

I don't see their message really out of bounds. Even with the feedback comment.

They are asking to return for refund.

If they were asking only for a refund no return turn that would be multiple policy violations including the feedback part.

[stainlessenginecovers]

Since you don't take returns you can tell the buyer to 'open a return' and use reason 'do not like' and then you can deny it. Feedback will be neg, but that's just business.

But, first, what color did they buy vs what you sent? Did you send the color purchased and shown (sometimes we all make mistakes)? 

[chevymontecarlo88]

That is borderline feedback extortion and i would proceed with caution. Maybe reach out, apologize (empathize) and see if they can send you a picture of what exactly you sent them. (Verify discrepancy) Some customers buy online because they do not have the time to deal with buying locally and if this is indeed a mistake (wrong color), it could be a hassle and waste of time for them. Not saying that it is a big deal for most, but it is frustrating as a buyer to have to deal with mistakes from others. IMHO

If you know you messed up sending the wrong product, you may just want to tell them to keep it and just refund them. I would also research their feedback (what they left for others) to see if you can get any patterns/problems that may help you decide what to do. 

If it was a mistake, i would apologize and refund them immediately. These issues should be handled quickly without getting emotional. (thru messaging)

-Good luck

[robbie31415]

I'm not sure how it is.

They are claiming the images were deceptive.

The listing is set to No returns.

The buyer is most likely confused and doesn't realize they can open a return that will provide them free return shipping and a full refund.

I point more to sellers who opt for 'No return' policy as the issue because it creates confusion.

[fern*wood]

I respond with something along the lines of sorry you aren’t happy, please return for a refund.  I do offer a return policy.  I don’t discuss reasons and always ignore any mention of feedback.

[mtgraves7984]

@thebeautygal 

My instinct is to accept the return but make the buyer pay for return shipping.
^^^ Go with this if a Return is opened and a remorse reason is given. But live in fear of bad feedback.

Normally I would just pay for return shipping BUT it's the last line about the feedback.
^^^ Or go with this... what you normally do. Maybe by paying  return shipping you'll be buying  no negative feedback.

Good luck to you, however you proceed.

[simba6]

Save that message.  eBay might remove such feedback based on that threat.

While it would be cheaper to just refund, I would send a return label.  Many buyers never get around to sending items back.   If they file a not as described case you will be refunding anyway.  The wally mart shoppers.  They return as much as they buy.

[chevymontecarlo88 · Accepted solution]

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@robbie31415 wrote:

I'm not sure how it is.

They are claiming the images were deceptive.

The listing is set to No returns.

The buyer is most likely confused and doesn't realize they can open a return that will provide them free return shipping and a full refund.

I point more to sellers who opt for 'No return' policy as the issue because it creates confusion.

---

I personally like to fight (with a velvet hammer) returns (i don't offer returns) and at least find out if it was something i did or if it was a remorse return. If there is a chance i can work something else out with the customer (limiting my losses) i will try. You are probably right that the end result will be the same if the buyer wants to push it but i enjoy the challenge.

The OP should understand what you are saying but if they communicate well and quickly, i don't think it hurts to qualify and maybe offer other solutions. YMMV

If this is a $10 bottle of polish it is a no brainer (refund and move on) but the OP does sell some more expensive polish which i am assuming. Is the polish opened/used where it may not be resalable? I am not saying DONT refund, i am just saying ask some questions to see what options might be available through communicating. 

Your advice should be considered by the OP and most likely the best/easiest way. 

[shado-x]

" Please advise on what to do next. I don't want to leave poor feedback."

Read the eBay Policy for sellers concerning "Feedback Extortion" to protect yourself.  After that, accept the return by making the buyer ship it back first, then refund and move on------or just refund the buyer and keep the nail polish, and move on.  Who needs the extension of a headache?

[12345jamesstamps]

I can't tell you how many men are color-blind...women are there too...but more men than women.

In the future you should do "take returns-but buyer pays for returns"...that might make a difference on current listings.

Never had a return ever...LOL

Feedback is important to me...I would do a refund and not want it back since it's been opened...waste of return postage.

Block the buyer from future purchases.

She will leave crappy feedback if you argue with her or keep emailing her.

We all take a hit on sour buyers in selling. 

There are always returns even though you say no returns...so why say no returns?

List items returns where buyer pays for return shipping.

[thebeautygal]

Buyer definitely got the correct polish/color. They just don't like it

[fm2000]

You can't win in this situation, been there learned the hard way. They will get a refund one way or another, either you will give it to them or eBay will (and they could still do a CC chargeback.) Feedback matters when you are a small seller, no need to refuse a return and risk a negative when they can leave a negative and force the return anyway.

If you think they are are trying to just get a free item, you can send them a return label and call their bluff, if they do return it you are out shipping both ways. If they opened it you might want to just refund and eat the item value and cost of original shipping, since you can't resell opened polish.

No matter what you do, put them on your BBL. Any feedback threat like that should be an automatic BBL for a seller.

[bonanza125]

This is a situation just have them return the nail polish and have them state "not as described." Upon return just refund them and be done with it. Another option is if the nail polish was sold with free shipping and it would cost more to ship it back to you than what the polish is worth then you might want to consider issuing a full refund and have them keep the polish. Say to them it's not worth the shipping cost back and just block the buyer. Take it as a loss. Just saying if it's like $9.99 shipped and the cost is half that to ship back it isn't worth it cause you have shipping to the buyer already into it.