Need suggestion: about return and refund buyer!!!!!!!!!!!!!!

[s_mall_big]

Hi, every power seller:
I met a problem recently. I have a USA buyer who has purchased 27 items in my store(some bid with high price)in March,28 items in April,and is bidding others at present.One week ago,I got 10 pieces return.When I picked up this return package, I paid more than CND$22 to Custom because she marked the value is over USD$100.00. I have return & refund policy, so I refund her for these 10piece. Yesterday, she email me she picked some items from the second 28items and will return them again to me.(some are also bid with high price).
Please give me some suggestions about how to deal with this kind buyer, block her or let her bid lots and pick up some for return? I have never met this situation. She seem has not done anything wrong, but I lose money for her purchasing my items. !! Thanks advanced.

[3jcc14]

You have a very forgiving refund policy which is working against you here. To prevent the Customs fees, I'd suggest having your customers return your original invoice (I always include the Paypal Invoice)when returning the goods and describe the items as "Canadian Goods Being Returned to Exporter/Manufacturer". That should prevent you from having to pay import duties to get your stuff back - it may be examined but if your invoice is inside showing the goods came from Canada, then you shouldn't be charged anything.

As for dealing with this specific buyer, let her make the return then block her from future purchases if you feel it is appropriate.

[dipmicro]

You should not pay duties for goods returned. If you paid customs fees, ask the customs office how to claim it back, there must be a way. Don't ask post office, it's a waste of time, they don't know anything about customs.

[s_mall_big]

Thanks 3jcc14 and dipmicro very much!!
I hope all my buyers have happy shopping experience in my ebay store, however, sometimes, I'm not happy when I service for them.:-(
BEST WISHES FOR YOUR GUYS!!

[futuretech_liquidations]

Actually, you can claim back the customs cost directly with Canada Border Services you can call them and get a form to do so - the process involves a bit of work but if you are paying alot of duties then it is worth the time to fill out the paperwork.

Secondly, for this buyer I would educate then on how to properly fill out the customs form and explain to the buyer that if they do not fill it our properly then you will not be able to sell to them anymore - give them a chance to comply and if they do not then BLOCK THEM.

You are losing money so why continue - business is about making money.

Also, given you very gracious return policy I would suggest that you include a pre-filled commercial customs form with a set amount entered for the UNIT VALUE of the item and all you customer would have to do is to enter the quantity being returned and then add the total amount.

Regards,

TIM @ FTL

[s_mall_big]

Thanks futuretech_liquidations for your suggestion. It's real help!!

I'm thinking about revising my return policy,like this lady who bid more than 20 items every time and return more than half.How "smart" she is!!

Again, thanks for your help!! Good luck for your e-business!!