WWYD. A US buyer changed their mind and opened a refund...

[qwestsupply]

...Our return policy for international shipments is set to "buyer pays." The buyer purchased an Airpod earbud and opened a return because they said they found their lost one.

They reached out twice, asking us to send them a return label so they could ship the Airpod back to us. We informed them we do not offer free returns for international orders and that we were "sorry for the inconvenience." They replied that "it" (possibly eBay?) did not allow them to print a return label.

We tell them to visit their local USPS, where they can get a label and the best package to ship the Airpod back.

They replied, "Still won't let me print a label. Can't you just send me a label and then deduct the cost of the label from my refund? That's what people normally do on eBay!" They did not comment on our instructions to visit their local USPS or anything like that.

I'm still relatively new to selling on eBay, but I'm pretty sure this is not "normally" what sellers do. 

What would you do?

[zee-chan-jpn-books]

Gently remind the buyer they made an international purchase, and that you're located in Canada, not US. Since you're not US based that's why you can't send them a label. That's what I'd say anyway but I have never done it...

I think that might be a way for us to do it but it's a bit complicated, so hopefully someone with experience can chip in...

[pjcdn2005]

I agree with zee-chan, they cant print a label and you can't send the one because you are not in the US.  If both buyer and seller were in the US then eBay would would allow a label to be sent and deduct it from their refund.    

If they used a buyers remorse reason for the return such as changed mind, no longer need etc.,  it is up to them to buy a label.   You can suggest that they go to Pirateship.com if they want to purchase one online.   If they use first class it will be around $17 for the label.  But at PS they should be able to buy something called a 'simple export' label (or something like that)  and it will be less than first class international.  (Around $10-$12?) 

If they used a reason such as item not as described, wrong item sent, broken  etc, then the MBG kicks in and the seller has to pay for the label. It doesn't sound like that is the situation but if it was then you would have to buy a label online and send it to them.

[ilikehockeyjerseys]

If your question is, how do you print a label for the buyer? You can print one using Shippo (goshippo.com). You need to create a label with the buyer's info as the sender and you as the one receiving it. 

If your question is, are you required to print a label for a buyer's return? No. With an international transaction, eBay considers you offering to reimburse them for a label as sufficient. There is an understanding that it is difficult for most Canadians to print an international return label. 

Of course, you should double check this information with eBay's AskeBay account on Twitter or Facebook, as it could be incorrect or outdated.

[pjcdn2005]

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@ilikehockeyjerseys wrote:

If your question is, are you required to print a label for a buyer's return? No. With an international transaction, eBay considers you offering to reimburse them for a label as sufficient. There is an understanding that it is difficult for most Canadians to print an international return label. 

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To clarify.....They aren't required to print or pay for a label if it is a buyer's remorse return and their return policy is that buyer pays return shipping. 

This is probably just semantics, but if you don't print the label, you have to 'reimburse' them for it before they send the item back.   You can tell them that you will reimburse them for the cost of the label once you get the item back but if they aren't happy with that and ask eBay to step in, the claim will be ruled in their favour and they likely won't have to send the item back.

[byto253 · Accepted solution]

I would indicate that, unfortunately, eBay does not have a mechanism that lets you send a label, then deduct it from the refund amount as that is automated by eBay.    To ship it back the easiest way is to repack the item in the box it was received in and bring it to a USPS office where they can pay for the shipment directly, and you will be sure that everything is in order and the postage is correct.    

I am guessing that they are used to Amazon returns where the cost of buyer's remorse returns  are deducted from the refund amount, and are just lumping eBay in with them. 

You could also indicate, as suggested by others, that if they really want to buy an online label to use pirateship or shippo, or USPS.  They can buy the $17 USPS label for Canada at USPS online, and the dimensions allowed should be sufficient for them.   I would not quote an amount to them though.

I think folks like this are better off going to the USPS outlet as doing online customs forms may jam them up.

[pjcdn2005]

'eBay does not have a mechanism that lets you send a label, then deduct it from the refund amount'

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eBay does deduct  if from the refund amount if the label was sent through ebay and if both seller and buyer are in the US.  That's why the buyer is used to having it done that way.

[electronicifycanada]

If the return reason is changed mind then you don't need to give them any label or any funds to purchase a return label. I would try my best to explain that to the buyer.

[byto253]

Even for a buyer returning by their choice.  Interesting, makes sense - thanks for the info.    In that case then eBay does have the mechanism across borders.

Simpler to get them to go to the post office to buy the label and send it.  They need to go to drop it off anyway.  I find that trying to explain to much to buyer's results in confusion. 

[qwestsupply]

Thank you @zee-chan-jpn-books @byto253 @electronicifycanada @pjcdn2005 @ilikehockeyjerseys for your input!

It was a buyer's remorse return, so they must print a label and ship the item back on their dime. I kept it professional but had to repeatedly tell them to visit their local USPS or use a platform like PS to get a label. They kept saying, "It's not working," and "Send me a shipping label." I think they are just confused, or maybe English is not their primary language (there were lots of typos in the messages). 

I hope that one day, eBay will make it easier for Canadian sellers to accept returns from US buyers. This would streamline the process for both the buyer and the seller.

I'll probably get negative feedback, but what can you do? You can't make everyone happy. 😂

[ilikehockeyjerseys]

Not that a negative feedback matters that much, but if they opened a return and did not send the item back - the feedback should qualify for removal. Keep in mind, eBay is always changing their policies, so that information may not be up to date. 

You can find the feedback removal page here: https://www.ebay.com/sellerhelp/feedback (you have to sign in on the .com website if you are on .ca.)