Return request because: "Didn't like it"

[vip-marketplace]

Hey!

So I sold a 30$ coffee syrup bottle to a US buyer and had to pay ~13$ in shipping.

Buyer receives it and wants to return it because she "Doesn't care for the taste".

How would you handle this?

Am I right to assume I am not responsible for return fees?

If she opened the syrup bottle, there's no way I'm reselling this item again...

What would you do?

Thanks!

[momcqueen]

It would be interesting to learn what Raphael from ebay Canada has to say about whether an opened bottle of coffee syrup is eligible for return under the Money Back Guarantee. Maybe the OP wants to bring it up at Board Hour on Wednesday? 

This is what my Return policy reads. It's 14-days Money Back and Buyer pays Return Shipping (obviously in cases of SNAD that would not apply): "Change your mind? Order the wrong item? That’s okay. Send it back! Your purchase must be unopened in its original factory-sealed package, and returned in the shipping container (box or envelope) used to mail it to you in order to be eligible for return"

I have a slightly less specific Return Policy for items where the package isn't of utmost importance. It omits the part about making sure it comes back in the same box I used to ship it. I mean, I sell only new stuff so something opened would not be permitted as a return. Nor would it ever need to be opened to see who was inside if the wrong character was purchased in error. 

[pierrelebel]

"under the Money Back Guarantee.... "

The way I see it, this thread has nothing to do with eBay's MBG.

The seller provides a 30 day guarantee.  Big Huge Letters - front page of eBay store.

That is the only question: does the seller respect the 30 day guarantee offered to buyers or not?

To request the return of something unsatisfactory to the buyer that cannot be resold does not make any sense, does it?  It is a total waste of money by someone.

[momcqueen]

I see the point you're making but all that 30-day guarantee means to me is that this is a seller who offers a 30-day Money Back Guarantee Returns option as opposed to the 14-day window like most of us. 

[silverpinups]

And how exactly was the buyer to try out a food product without opening it?  

I will reiterate that if you're selling food products, there is always a potential risk that a buyer won't like the taste or smell.  It is the seller's responsibility to accept that risk as part of the product, not the buyer's.  The fact that the item is now unsalable because the buyer tested it for taste is part of the risk (with any food product by the way, and also many cosmetics and other personal care products).  Again, this is why B&M retailers usually offer "testers" for such things as perfumes, moisturizers, etc. 

Yes, there are millions of buyers on eBay, but only a very small percentage at any given time are going to be interested in the particular type of items sold by a particular buyer.  There are also millions of users on social media like Facebook, and one really angry customer can reach a whole lot of people in a very short time.  You really never know what sort of network that one buyer may have. 

_________________________________________________________________________________________________________

You don't try it unless you want to keep it... your basically gambling with your taste buds. 

The life lesson here is don't buy a food product on-line that you are not familiar with. 

It's the sellers responsibility, to correctly advertise the product, ship it securely and in a timely manner. 

Nothing more...

If they offer a 30 Day return, then the item needs to be returned in the same unused condition as it was sent. 

Retailers offer "testers" for moisturizers and perfumes because once the buyer purchases a particular product and uses it, it

becomes un-returnable (retail law). 

Just think of all the Sellers who have "blocked" buyers for non-payment over the years when selling on eBay.

You don't see them worrying about Facebook or Social Media backlash from angry non paying bidders.....   

[femmefan1946]

Have you ever sat down in a restaurant and been severed a meal you didn't care for?  

Did you know the sea cucumber is not a vegetable? I do now.

[zee-chan-jpn-books]

I don't think anyone has mentioned it and I didn't check out the OP's page but I'm just wondering if the OP sells these regularly and package them appropriately? Would this syrup be something that could be altered by heat in the back of a truck (it's summer right now)? I sorta handle food (very unique kind) at work regularly so I'm a quite picky regarding thermo-regulating food (because that "unique" food needs to be handled like that). If it's something that the OP just recently started selling, would it be possible that the syrup wasn't sent "properly" to prevent heat from alternating its taste, and nobody else bothered to complain about it until this buyer, because "common sense" tells us we can't return opened food products?

The OP hasn't responded so I'm curious what the OP's is on this, and to clarify what I just asked about lol.

Personally I don't sell food products because there is always that risk of damage on the way and I don't want to end up poisoning someone by accident. Likewise I don't buy food via mail-order because I have a sensitive gut from childhood illness. I can hang out with 20 friends, eat at a restaurant, and then be the only one with tummy problems the next day.

As for what I would do? Like what Pierre said, the OP had that 30 days return policy up in the store front so I would honour this refund (because I won't waste time on $30). And then change the policy to something like "only in new, sealed, resaleable, unexpired conditions" to protect myself.

[momcqueen]

It should be noted that while this question has been the subject of vigorous debate among us for the past two days, the Original Poster has not returned to comment. For all we know, he or she moved on long before we did.

I'd be interested to learn how they decided to settle it in the end.

[zee-chan-jpn-books]

Ok I just looked the OP's store and feedback now that I'm curious, it doesn't look like the OP specializes in selling syrups because there is also some electronic gadgets. Also, according to feedback history within this year, only one person left positive feedback for the syrup, if I didn't over look any. Has other buyers of the syrup left feedback? Sometimes unhappy buyers don't bother with feedback at all. Just curious and wanted to look at this situation from a different pair of glasses, that's all...

[eurobeads]

Silverinups: I totally disagree with what you say about flavour/taste being the seller's risk responsibility. It is not and should not be on the seller. As a buyer, anytime you buy a food product that you haven't tried before (wether in store or online), it is the risk YOU are taking. Unless the product is stale, rotten, has insects in it or is defective in some way, a buyer has no business asking for a refund for this. If I received a refund for every "mistake" I made buying something I didn't like the taste of, I'd be loaded. The seller can only advertise the flavour, consistency, ingredients etc - she cannot advertise the exact taste itself through her computer screen. When a normal person buys a food product, takes a bite/sip and realize they don't like it, the NORMAL person thinks to themselves "gross, what a mistake and waste of money, never again" and throws said food in the trash. Only a person with serious self-entitlement issues would ask for a refund.

Now, that being said, you should apologize, give this rotten person a full refund (no return, a return on this product is ridiculous), wait for the feedback deadline to pass, block them, and seriously consider changing/tightening your return policy. Why? For 2 main reasons:
A) the buyer was honest and should not be penalized for her honesty. She could have told any number of lies (didn't receive it, was damaged etc etc). In which case, you wouldn't even be wondering about/posting this topic. The full refund would be immediate and without debate. She shouldn't be penalized because she was foolish enough to tell the ridiculous truth.
B) I hate to say it, but she was only able to get away with this type of nonsense because your return policy was way too lax. I don't think you should allow any returns on this type of product. I've seen some sellers write in their return policy "not liking something is not acceptable grounds for a return/refund". You may want to consider something like that in the future - be very clear that not liking taste won't get a buyer a refund.

[sylviebee]

One of the posts above (can't pinpoint it now) stated that "indulging" this buyer would result in a buyer with a bad attitude who goes on the give other sellers a hard time.

I'd like to point out that giving this buyer a hard time now will actually result in a more sophisticated buyer.

Next time that buyer will be more likely to claim that the INADed.  That would be very easy to do with food products.  So easy to say the product has spoiled.

If the buyer escalates the case and asks eBay to step in it would be one small step to claim that the product has gone bad.  

In fact, if I knew that my product is delicious to the average person when fresh, and a buyer claimed that the taste was unappealing, that would be cause for concern.

[momcqueen]

Yes, that post was mine. One of the earlier ones. 

You do make a good point. Which is the reason I'd Report a Buyer on this case too. In case it's all part of their modus operandi.  

[momcqueen]

It is completely within the standards set out by eBay to ask the buyer to return it for a refund which is what I'd ask the buyer to do. So that I could analyze the quality of the item myself. If, in fact, this is an instance where the food product may have turned bad in transit (unlikely) I'd want to see that for certain. It's a Quality Assurance measure. The seller has similar products available. Best confirm there's nothing actually wrong with the item. All the better reason to ask the buyer to return it. 

[sylviebee]

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@mjwl2006 wrote:

It is completely within the standards set out by eBay to ask the buyer to return it for a refund which is what I'd ask the buyer to do. So that I could analyze the quality of the item myself. If, in fact, this is an instance where the food product may have turned bad in transit (unlikely) I'd want to see that for certain. It's a Quality Assurance measure. The seller has similar products available. Best confirm there's nothing actually wrong with the item. All the better reason to ask the buyer to return it. 

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Asking the buyer to return the product so it can be "tested" means that the seller should pay return shipping.

That, however, would be pointless because the seller would have no way of knowing if the product went bad before or after it was opened.

If testing the bottle to be sure it's fresh is the goal,  then the seller could take the situation as a warning and test other similar bottles already in inventory.  

[fashionoutletdeal]

you know that eBay always favor the customer. Doesnt matter right or wrong.I have learned this for less than 2 months.I wrote Raphael for 2 problems that i have and i get scammed by customer and I have a prof and guess what eBay went to my Paypal account and refund the customer even tho the customer never send me my item and had return request approved by me .Weird

[momcqueen]

I'm not suggesting the product is anything but fresh. Based on the information provided by the Original Poster, I'm still certain it's a remorse-based return. And one that should only be refunded if and when the item is received back. For all the reasons I've already stated.

[pierrelebel]

"I'm still certain it's a remorse-based return."

???

I did not see anything anywhere suggesting that. Nor did I see anything anywhere about the buyer refusing to return the item.

The question asked by the original poster was for suggestions by experienced sellers how to handle this specific situation although relatively few details were given. 

Not that it matters but I am still confused about these items.  Many are offered by the seller and many were sold (different flavours) in the last few months.  Some appeared to be offered from Mississauga ON, some from St Romuald QC (near Quebec City) and some show shipping USPS (presumably from the USA).

I would think the original poster has received plenty of contradictory suggestions so far.  Now is decision time.

[momcqueen]

'Doesn't care for the taste' is a Remorse return not a SNAD. How could it be anything but? If the buyer was telling the seller it was SNAD, the seller (we must assume) would have told us the buyer, 'Thought it was rancid'. That would be another matter.

[rose-dee]

I can't believe how much knee-jerk vilifying of the buyer has been going on amongst sellers in this discussion. Sellers are so quick to cry "scam".  

Pierre is correct, in my view: 

1.  The buyer purchased a food product, with satisfaction guaranteed by the seller; 

2.  Buyer received the product, had to open it to try it, and didn't like it (was unsatisfied); 

3.  Buyer contacted seller (apparently politely) to ask that seller make good on the guarantee. 

4.  Seller has to decide whether to have an opened, unsalable food product returned, which, as many have said, is pointless, and may simply upset the buyer further. 

5.  A pleasant, full refund in this instance is fully the seller's responsibility. 

6.  The seller should, in my opinion, stop selling food products if he/she is unwilling to accept the inherent risks, or else remove the guarantee wording and/or state no refunds/returns on any food products. 

Returning an already opened food product for inspection by the seller is pointless.  Once opened, any food can spoil during transit (especially during summer).  In any event, "testing" by the seller would prove nothing about this particular buyer's taste preferences, especially in light of the seller's guarantee of satisfaction. 

To assume the buyer is being malicious or that this is "buyer's remorse" is clearly not supported by the facts the OP gave us.  If the buyer's motive were to scam the seller, it would have been very simple for the buyer to claim the product was rancid, spoiled, etc. and opened a SNAD.  I think 'sylviebee' is right that if the seller gets difficult about the return/refund the buyer will learn not to be honest the next time.  

The buyer was being forthright in reporting to the seller that she (the buyer) was dissatisfied with the product and frankly, expected the seller to stand by his/her guarantee.  How does that in any way cast a negative light on the buyer? 

I think sellers should be just a little careful in jumping to the conclusion that buyers who are unhappy must necessarily be attempting to defraud the seller, or are acting "entitled".  The fact that there has been so much focus on the buyer's ill intentions in this discussion, and suggestions of blocking the buyer, speaks volumes about sellers' attitudes toward buyers in general.  

[momcqueen]

It is, in my opinion, ridiculous to expect to buy food online and then be refunded in full for 'not liking the taste' period.

[rose-dee]

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@mjwl2006 wrote:
'Doesn't care for the taste' is a Remorse return...

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I must respectfully disagree.  Buyer's remorse in this instance would have meant having second thoughts about purchasing and expecting a refund for her own mistake (gee, I've decided I really don't want this product after all, or gee, I meant to pick chocolate rather than vanilla [didn't pay attention to the listing], or gee, I've just realized I overspent my online shopping budget).  

If the buyer's motive were not that she was dissatisfied with the product, but that she'd simply changed her mind about buying, it would have been easy for her to make up a claim that the product was tainted -- or to taint it herself perhaps, by opening it and leaving it out in the sun for a couple of days.  This sort of deceit would be a lot harder to do successfully with almost any other product but food.

No, I think the fact that the buyer reported that she didn't like the taste says that she was simply being honest about her disappointment with the product and expecting the seller to reciprocate (according to the seller's guarantee).