Return Request - Your thoughts as to what they do

[kays_place]

I received a Return Request for an item I sold.  The reason being "I don't like it.  Smaller than I thought (measurements in listing).  Doesn't shine or sparkle enough.  

I am am not a store, just a senior selling of my Swarovski collection to help with living expenses.  Can I refuse the request?  If I do can they then open a case?

Thanks. 

[tobyshitzu]

If its like your other ltsiings and set "14 day money back, buyer pays return shipping", then yes you have to take it.  If you don't want these type of returns you need to set it to "no returns accepted"

[kays_place]

Can I deduct my shipping cost from the refund?

[kays_place]

Can I deduct my shipping cost from the refund?  Can they leave Feedback?

[reallynicestamps]

 If you don't want these type of returns you need to set it to "no returns accepted"

I disagree with this.

First because good customers can be very turned off by 'hostile' Terms of Sale.

This is especially important with mass produced items like Swarovski crystal.

Second, because even if you don't want to make refunds, Paypal will force you to do so, if they decide the customer is in the right. If PP is forcing you to refund, it is better to get the item back before you pay out the money.

In my opinion, and many would disagree, the best way out is to swear at the cat, then tell the customer to return the item for a full refund.

When the item returns, pay out promptly and relist the item.

And add the flakey customer to your Blocked Bidder List.

Don't put the customer in a position where she feels she has to get eBay/PP involved. You are likely to lose, you may be required to refund the return shipping, and you are very likely to get a Defect.

What made you think life was fair?

[reallynicestamps]

Can I deduct my shipping cost from the refund?

Yes, and the savvy customer will then go to eBay/PP and get that part of their payment back too.

And you get a defect.

 Can they leave Feedback?

If there is no Dispute, yes, both parties can leave feedback.

But since a seller can only leave positive feedback, why would you?

Either party can also leave a Response to any feedback. Responses are not required to be positive.

Like the most effective FB, Responses should be calm and factual. For example, 'Complained that 3mm beads were 3mm instead of 3mm, refunded on return.'  (Actually that might be too snarky. )

[momcqueen]

It would be unwise to refuse a Returns request. In future, consider instead adding a modest Restocking Fee to each listing. People do change their mind. The buyer pays return shipping and you give them the full amount they paid (item plus postage) back. This is what your Return policy states. When you relist the item, you'll want to roll your out-of-pocket postage refund costs to the buyer into your asking price. It is a cost of doing business online. 

Also, be sure to use your own photos in your listings so that the buyer doesn't try to claim an Item Not As Described in order to force you to fund return shipping costs in their case of buyer's remorse. 

[tobyshitzu]

" if they decide the customer is in the right. If PP is forcing you to refund, it is better to get the item back before you pay out the money."

"returns" are not "claims".  If Op doesn't want "changed  my mind" returns, the only option is to set it to no returns.  That does not affect SNAD claims.  With no returns, if the buyer says they changed their mind or similar you can say no and will win any claim.

[momcqueen]

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@toby**bleep**zu wrote:

" if they decide the customer is in the right. If PP is forcing you to refund, it is better to get the item back before you pay out the money."

"returns" are not "claims".  If Op doesn't want "changed  my mind" returns, the only option is to set it to no returns.  That does not affect SNAD claims.  With no returns, if the buyer says they changed their mind or similar you can say no and will win any claim.

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In principle, yes. But then let's pretend the buyer is angry that they have been thwarted, bites a chunk off the item and swallows it, and then claims it's SNAD. The seller is sunk.

Better to placate, I think. 

[tobyshitzu]

If they do that after they say they changed their mind etc, seller is fine

[pjcdn2005]

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@kays_place wrote:

Can I deduct my shipping cost from the refund?

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If your shipping was free to the buyer then no, you can't deduct the shipping cost.

If you did charge for shipping, your return details should state that original shipping won't be returned.

I don't know if that is required by ebay but I think that it is a good idea for the buyer what to expect if they

want to return an item.

As toby mentioned, if you offer returns then you have to accept them for any reason. In most cases, I don't recommend a no return policy but it apparently does work for some sellers.