Buyer started a refund request on an item that he says does not fit

[arcra8009]

Hello everyone, advice please. I have a buyer who puchased a bike part from me. Purchased 2 packages of same item. It is brand new in original packaging. He opened a return request today asking for a refund stating the reason that the item does not fit his bike. Several questions:

1. is there a way to tell if he opened the return request as a regular return request or a item not as described request. What is the difference between the 2?

2. I have the option under the select an option screen to "decline the return", what happens if I do? Can he open another return request again and this time select item not as described?

3. If I simply choose the option to "decline the return". Will he get a second chance to submit another return request or make an appeal or is this the end of it?

3. I have messaged the buyer about his request and he is saying that the item does not fit his bike and that my ad left out some critical information and that its my fault. Is this ground for him opening an item not described case? 

4. As only one of the packages have been opened, what other fair resolution can I offer him. The items in the opened package I can no longer sell or hard to sell even at a steep discount.

Side note: This customer purchased the exact same item from me last year over 10 months ago. He did the exact same thing where he had trouble assembling the item to his bike. I attempted to connect him with a savvy bike specialist who was willing to help him but at the end, the buyer mentioned his buddy will come and help him. Did not hear back from the buyer after that. Figured he mounted them successfully with the help of his buddy. I had all this in the Ebay messages. However, they have been deleted since it's over 10 months old. Anyway of getting these messages back? 

My biggest fear is that if I decline his reqest, there are other recourses the buyer can take which would be a bigger can of worms.

Thanks in advance for all your advice.

[reallynicestamps]

Tell him to send them both back.

When you get them, refund in full.

If he pays for return shipping all the better , but be prepared to send return shipping.

We can buy USPS shipping labels through Shippo or pirateship.

1. is there a way to tell if he opened the return request as a regular return request or a item not as described request. What is the difference between the 2?

If he opened an eBay Claim, it will tell you. If he didn't it's not important.

Return for refund.

2. I have the option under the select an option screen to "decline the return", what happens if I do? Can he open another return request again and this time select item not as described?

He will be refunded by eBay. If he didn't make an eBay claim, he will be refunded by Paypal if he makes a Claim through them, although PP will tell him to pay for the return. If he makes a chargeback to his credit card, he may or may not be required to return anything for a refund.

3. If I simply choose the option to "decline the return". Will he get a second chance to submit another return request or make an appeal or is this the end of it?

He can Claim through eBay, through PP or through his credit card. Or all three sequentially.

Tell him to return for refund.

3. I have messaged the buyer about his request and he is saying that the item does not fit his bike and that my ad left out some critical information and that its my fault. Is this ground for him opening an item not described case?

Yes.

Tell him to return for refund.

If he opens an eBay claim, you will be sending return shipping.

And refunding on arrival.

If you refuse to send return shipping, he will be refunded by eBay, which will then come after you for their money.

4. As only one of the packages have been opened, what other fair resolution can I offer him. The items in the opened package I can no longer sell or hard to sell even at a steep discount.

Have him return both items.

Refund both items.

Sell the unopened one at full price and the opened one at a discount.

Claim the cost of postage as a tax deduction.

Remember that the selling price is not your cost. The procurement price is your cost. The opened package should not sell below your cost, you just won't be making as much profit as you hoped.

Are these usually sold in pairs?

If so bundling them might allow you to charge more for the opened item plus the unopened item than you would get for each sold separately. Start by figuring your actual costs on the two items.

[arcra8009]

Thanks for your input. If I choose the accept return option, how do I let eBay or the system know that the buyer will be buying and paying for the shipping label? Does the system asks me to upload a label? What is the procedure after I choose the accept return option? Thank you.

[pjcdn2005]

Item doesn't fit is a remorse return and since you don't accept returns, you have the option of refusing the return.  If it was a not as described reason, you would not see the decline option.   If you want to accept the return the buyer will pay for return shipping.  If the buyer paid specifically for original shipping you have the option of not refunding that amount.   If shipping was free to the buyer, then you can't withhold the shipping cost.

I would probably accept the return and go from there but that's up to you.   If you decline, they may be  able to open a chargeback with their payment provider and you may refund anyway and not get the item back. 

There is also the possibility that the buyer feels it's your fault that the item doesn't fit and asks eBay to change the case to a not as described case. I'm not sure what will happen in that situation as it could go either way or mean a courtesy refund from eBay.

[byto253]

Accept the return, then the buyer needs to buy postage.   The system will ask him to pay postage, and as indicated in other posts he may turn it into an INAD case, in which case you will be on the hook for return postage.

Did the buyer indicate exactly what info added to the listing would have let them know it did not fit?  Not that you will win a dispute on that basis, just good to know if you have others to list. 

[**knb**]

I have had the same thing happen a couple of times over the last year.  I did what byto253 stated, accept the return and buyer pays postage.  One thing I would suggest if this is the second time for this buyer is once the return is closed, block the buyer from purchasing anymore items from you. https://www.ebay.com/help/selling/resolving-buyer-issues/blocking-buyer-ebay?id=4082

[arcra8009]

Update: So the buyer messaged me after I accepted his return request. He stated that he may have a solution and will look for an "adapter" for the bike part to make it fit his bike. Long story short, he said he will just keep both of the bike part items. So I take it that this means he longer wants to return them? My question now is:

1. What do i do or what happens next??? I have chosen the option of "Accept return". Now when I go back and look at that sales transaction, the system shows "Buyer started a return, respond to the request", when I click on the "view return details", the timeline showed that the return has started. I can no longer decline or cancel it.

2. Shall I respond to the buyer and ask him to cancel the sales or is it better to let the return time out? What if the buyer changes his mind again?

I would like to sort this out or have this request be closed as soon as possible. The buyer did suggest that I add some additional info to the listing which I will after this is all done. I have not responded back to him yet as I don't know what is the best course of action at this time. Thanks for all the feedback so far. 

[pjcdn2005]

He can cancel the request but based on posts that I've read, most buyers won't bother to do that.  The return will time out eventually.   If it stays open and the buyer changes their mind then they still pay for return shipping and you will get the item back. 

[ilikehockeyjerseys]

Accept the return. 

If the items come back, refund. 

In all likelihood, the return will time out because they won't want to pay the return shipping. 

If they are able to change it to a not as described return, you have to either provide a label or negotiate a partial or full refund prior to the deadline. Not doing so will result in the buyer keeping the item and eBay giving them a full refund. 

eBay does not arbitrate individual item not as described returns. They operate under the assumption that the buyer is being honest. If you feel the buyer is abusing the system, you can use the report buyer function. This will not help you in your individual case, but if all sellers report abusive buyers, eBay does take action on them after multiple reports.

While eBay does not have a mechanism to arbitrate INAD returns, there is a function for you to hold back a portion of the return when you refund it, and to explain why you held it back. I am unsure how this works and how eBay polices sellers from abusing it. In this case, you might have justification to hold back part of the return if the buyer was at fault and opening the item devalued it. You would have to contact eBay directly for more information on how that works and whether they would consider your case a proper use of that function. 

[byto253]

And I would only respond with a thanks for the update and leave it there without requesting a cancellation. 

The buyer has indicated that they are keeping the parts, so take that as a resolution.  As @pjcdn2005  indicated the return window will time out if they do not send a return and upload tracking information and the return case will close without any action from you.