This is a first for me!

[kays_place]

Seller buys item Oct. 15/12 - seller pays for item Oct.23/12 - on  Nov.5/12 writes that item not as described and wants to return it.  No problem. I verify my return address but no other contact until today.  Says he lost my info and just found it and wants to now return it almost 90 days since original transaction.  What would you say or do?

[pierrelebel]

How much money is involved?

[kays_place]

$141.38

[pierrelebel]

The right thing to do of course is to accept the return and refund the buyer.

However, it would be appropriate to explain to the buyer that the delay in returning the item for refund means that neither eBay or PayPal will refund the fees on the original transaction,

eBay gives 32 days to sellers to file for cancellation to recover FVF while PayPal requires refund within 60 days of payment to refund the fees. 

As such, I suggest you advise the buyer the unrecoverable fees (about $18.00) will be deducted from the refund.

[vintagenorth]

I think 90 days is a long time. If he really wanted to return he could have retrieved your contact info from eBay or from his PayPal account.

Anyway, if you do accept his return, do not refund until you actually receive the item back and make sure it is not damaged (I'm assuming here that it is one of your very breakable glass items).

[kays_place]

Yes it is.  I am really torn as to what to do.  What if it arrives back damaged where does that leave me?  I don't think a store would refund after 90 days. 

Vintage I agree about being relatively easy to find my information.

Pierre I never thought about not being able to recoup my fees.

[mr.elmwood]

Wait and see if the widget comes back. I have had people say they will return something and nothing shows up.

Most retailers have a firm policy. The one I toiled for "Undamaged, with a receipt, within 30 days". I could circumvent policy as I saw fit, in the interests of the customer. That was case by case.

This return is outside of eBay policy.

Do what you feel is morally right.

[kays_place]

He did say he would return it in November and nothing came.  Now two months later.......

[pierrelebel]

" I don't think a store would refund after 90 days. "

True but mail order is not the same as buying from a store.

While there is no question the buyer was at fault for not returning the item in a timely function, preventing you from recovering your fees, the reality is that while the buyer can no longer file with PayPal and leave feedback on eBay, there is nothing preventing the buyer from filing a chargeback with the credit card issuer if the transaction was paid with a credit card.

Even at this late date, most credit card issuers will side with their clients (buyers) in case of dispute.

[kays_place]

I see your point but where does an online seller draw the line at returns?  And if it is returned damaged or broken then what?

[pierrelebel]

"where does an online seller draw the line at returns?"

I wish I had an answer to that question.

Sellers have different policies based on their mail order and online experience, type of products and marketing approach.

Another important factor is the re-sellability of the item. 

"returned damaged or broken then what?"

That is clearly the responsibility of the sender (buyer in this case) to package properly and insure against loss or damage.

[i*m-still-here]

Clearly, you hold all the cards.

Perhaps there is a small chance that the buyer could get refunded by a credit card company...... but that's a long shot.

For the most part, there is nothing other than your own good will which would force you to refund once you get the item back regardless of condition.

I can't imagine that a buyer would be so stupid as to return something after 90 days.

My experience on ebay has been that way too many sellers will claim that the item didn't arrive unless shipped with tracking even within the 60 day FB limit.

After 90 days all bets are off.

As a buyer I'd never ship something back after 90 days and if a seller told me do so I'd be very very suspicious.

Would you as a seller ship items out before you were paid?

Same story.

[bb_cool_stuff]

Laws of Karma come Into play here. Do the right thing.

Refund when the item arrives back in the original condition it was sent in.

Have only had three returns in all my years of selling. All for the same reason " Size was too big & didn't check the measurements in the description."

All three were sent back without tracking, all arrived & the buyers were refunded.

I've been lucky so far.

Friendly competitor sent a New Shirt to a buyer, buyer wanted to return the Item, seller would accept the return, buyer wanted the refund first, seller would refund when item arrived, item arrived washed & faded, seller refused to refund.

With this example anything can happen, though i have only heard about this happening once.

 Be careful.