Question about returns/refunds for "Buyers Remorse" return.

[qwestsupply]

Hi all,

I have a return from a USA buyer due to "buyer's remorse." My shipping policy for international buyers is that the buyer pays for shipping. They bought shipping and sent the item back to me in good condition. That's all good. 

My question is: When I process the refund, should I refund the buyer the item price and keep the "refund shipping" option turned off? Or should I refund the buyer the total purchase price including shipping?

Thanks in advance 🙂

[pjcdn2005 · Accepted solution]

It's up to you.  You are allowed to hold back original shipping on a buyers remorse return as long as the buyer did pay for shipping.  If the original shipping was 'free' you would have to refund in full.  

I had the same situation recently.  The buyer had to pay $17US to ship the item back and it had cost be less than $8C to ship it there.  I refunded their original shipping as I appreciated their honesty.  They could easily have filed a NAD and I would have had to  return shipping too. But  every seller and every situation is different so it is up to you. 

[qwestsupply]

That's a good point, @pjcdn2005. The buyer did pay for shipping when they bought the item, but it only cost $12 CAD to ship it to them (around $9 USD). For the buyer to send it back, it cost them $25 USD! 

I think I'll just send them a full refund, including their original shipping cost, and move on. 

Thank you for the input! I strangely had a hard time finding an answer elsewhere considering how often this stuff probably happens.

[byto253]

Bit of thread hijack here!  I have a return from the US, buyer just didnt' like it and is paying for return shipping.  They have shipped it with UPS - as a return will I be looking at the same UPS customs charges as if I purchased something from the US?  

[pjcdn2005]

I don't have a definitive answer but my guess is that yes, you will end up paying as if the item was a purchase from the US.  You may be able to claim part of that back from the CBSA but UPS is unlkely to give back their portion.  

[byto253]

Likely so, UPS do not give it up easily!  I will see when it gets back.  So far, it just shows a label was made and not dropped off yet. 

[marnotom!]

If there’s some way to indicate on the customs documentation that the merchandise is being returned to the original sender, there’s a chance that could have helped your cause, but now that the label’s a done deal, that seems unlikely.

You might be able to claim the UPS charges as a business expense, @byto253, but don’t take this as an accountant’s suggestion.

[qwestsupply]

Thank you, everyone, for your input and for the extra knowledge about a US buyer using UPS for a return!