Buyer says not as described , full refund or no ?

[1962shop]

Hello, So my buyer has requested a  refund stating item "Doesn't match description or photos". The item in question a ladies top, 100% matches description and photos. It is just that it is a small, and all measurements are included in the listing, but its no a small that fits them  They stated " The description stated that this stretch top camisole was a size small - my usual size as evident in my recent purchase history of camisole tops. Unfortunately, it is far too small for me to wear and therefore, I am requesting a refund for this top".  I say , NO worries, but am I obligated to refund them there shipping cost also they paid to purchase ? And should I have to pay for them to return to me ? As stated, I list all accurate tags, measurements from flat, and not all smalls are the same. What would you refund ? thanks. 

[retroman_studios]

Well, this can go either way. What I would do is call eBay, explain the situation, stating that you had full measurements in the listing. Try and call during the day so you can get a stateside agent.

If eBay is willing to agree that the buyer knew the measurements ahead of time as you had them in the listing, they can change the return to "buyer's remorse" in which case your buyer is responsible for returning the item not you.

If however, eBay sides with the buyer (don't be surprised) you will need to provide your buyer with a return label to send the item back.

To call eBay, you have to jump Through some hoops. Click on the contact link at the bottom of the page. At some point it will ask you why you are needing to contact eBay, select "policy violation" and you should get a phone number and a one time code.

Technically, this buyer is committing a policy violation as they falsely claimed "not as described"...when I see by most of your listing you also include measurements as well as the general "size".

[femmefan1946]

The top has a label that says Small? Your description and title called it Small? And you had measurements in the description?

You should be fine if the buyer opens a Not As Described dispute.

This would be Buyer Remorse and she would lose the dispute.

However.

What is actually happening is you have an unhappy customer.

Let's try to make her happy.

Start by accepting that not every transaction will go smoothly.

And that this is business, not personal.

Send her a message saying something like, "I regret that you are not happy with your purchase. Return for a full refund."

If she asks for a partial refund reply, "I regret that you are not happy with your purchase. Return for a full refund."

If she threatens to go to eBay, reply, "I regret that you are not happy with your purchase. Return for a full refund."

Now.

She might return it on her own dime.

If she does, refund promptly through the original PP payment. Don't leave feedback.

Relist. Add her to your Blocked Bidder List if you want.

She might open a Dispute with eBay.

This is where that suggestion of an early call to eBay (Help and Contact at the bottom of this page) is useful. It puts your position clearly before she goes to them.

However, if they accept her Not As Described dispute, you will be told to send a Return Shipping Label.

If she is in Canada this is easy (except for the money part, dagnabbit) you can do it here:

https://www.canadapost.ca/cpotools/apps/far/business/findARate?execution=e1s1

You already have your Small Business Solutions number right?

If she is in the US, this is harder but you can do it through Shippo which allows us to by USPS Return Shipping Labels.

This is the USPS website to learn about costs, but you need Shippo to actually buy a label.

https://postcalc.usps.com/?country=10440

If she uses the label to return, refund her promptly.

Some quiet sotto voce cursing is allowed.

If she doesn't use the label, she loses the case and you keep the money. Eventually, the cost of the return label will be refunded.

Remember, you can refuse returns but you cannot refuse refunds.

[hlmacdon]

eBay no longer arbitrates situations like this. The position from an executive level (read: the guy in the I heart Amazon shirt) is that the buyer is always right and this is a cost of doing business on eBay and tough you know what.

Feel free to call in, but be prepared to brush up on your four letter Anglo-Saxon vocabulary as you'll end up deploying it liberally. eBay employees already have a well circulated script they are mandated to read from full of lots of useful rah-rah. Step 1 - tell the sellers that all consumers expect this and it is standard across retail. Step 2- tell the seller that ebay has streamlined the return process to make it easier for sellers! Step 3 - tell the seller this will bring more business to the platform! Step 4 - tell the seller that wait, if you revise your listings in the next 30 seconds and add free returns to them you will now be able to charge a restocking fee! Swear, then either hang up or ask (usually requires about 10 asks on average) to be transferred to a supervisor. 

All a buyer has to do for a free return is choose a non-remorse reason and ebay magically closes their eyes and tells you tough luck. The best approach for a seller when dealing with a situation like this is to not engage with the buyer beyond femmefan1946 's script and hope that they select a remorse reason for the return. eBay's CEO wants to push a narrative where returns on ebay are free, no questions asked. For now it is a policy directive to all staff but will be codified in a future seller update. 

[1962shop]

Thank you for your help on this, Ebay sided with buyers remorse for me, because I had the small listed twice and full measurements in listing. Thank you again. Susan 

[1962shop]

Thank you for your help on this, Ebay sided with buyers remorse for me, because I had the small listed twice and full measurements in listing. Thank you again. Susan 

[pjcdn2005]

I’m glad that it worked out but what did customer service do or say to change the return?  Did they change it from a not as described return to a buyers remorse return?   Or did they just agree that yes it was buyers remorse and tell you to handle it in a certain way?  

With buyers remorse you don’t have to  refund original shipping  or pay for return shipping.   Lately CS has been telling sellers to accept the return , send a label for return shipping and then call to get return shipping refunded by eBay.  But in that case you would still have to refund original shipping.and the return would still be considered as a nad (not as described).  Did they tell you something similar to that?