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Old 01-17-2012, 01:44 PM
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Buyer shipped back pair of jeans before contacting me

Hi, I recently got an email (not thru Ebay messages and no dispute was filed) from a buyer stating "The jeans I bought were too tight and small,they would not fit.I already return them to you.Thank you!" I have a clearly stated 'no returns' policy. I know Ebay has a buyer protection return policy for items not-as-described but since this was just a fit issue, will he be able to file a dispute and to force me to issue him a refund?

I'm tired of buyers trying to return crap for not fitting and since I have not allowed other buyers to return for this reason (they have asked permission and I have said no), I think it's unfair that I allow this guy to do it just because he took it upon himself and already sent it back before contacting me. Can I mark the returned package (that I have now received) "return to sender" and take it back to the post office? Can he open an Ebay dispute for this (if I send it back)? I don't want negative feedback...sigh What would you guys do? Thanks!
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Old 01-17-2012, 02:00 PM
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I would just take the return and refund less shipping charges.

I recently had kinda the same thing happen. I sold a pair of jeans to a buyer (I had happened to have two pairs of the exact same used jeans in the same size, one hemmed and one not). I sent the pair she purchased and shortly after went on vacation to Mexico for a week. She e-mailed me while I was gone, said I sent her the wrong pair and that they were too short. Since I couldn't double check (even though I am super careful when it comes to that), I told her to return and I would send the correct pair. So she sent them back without a claim or anything.

Well, I got back home before I received her return. So I checked the pair that I still had here and realized that I had indeed sent her the right pair. (she ordered the full length pair... the hemmed pair was still here in stock so I had to have sent her the right pair). So, I refused it when it arrived (after opening and double checking that they were the right pair and the right inseam length) and explained that I had sent her the right pair so I was refusing her return as I had not be in the wrong. (Not the right thing to do but I was pissed that she tried to make me think I had made a mistake when I had not. At first I thought maybe she was confused on which pair she ordered rather then what she was actually trying to do, which was force a return.)

Once she received them back again she opened a dispute on me stating in the dispute that they didn't fit like her other pairs and that she returned them and I refused them. And she starting sending a bunch of threats at that point. Not wanting it to go to a claim I told her to go ahead and send them back again and I would take care of all the shipping expenses she incurred and refund her in full.

She never sent them back again so about 10 days later I called ebay, they read all the exchanges, and told me that it looked like a case of buyers remorse so they found it in my favor and removed the dispute from my record. YAY!

However, the buyer was super pissed that she didn't win (she had been trying to keep the jeans and the money at that point), so she left me a big fat negative. My only one.

So, I just say save yourself the headache and added time spent on it, refund, and move on.
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Old 01-17-2012, 02:23 PM
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Honestly, I agree. You would have the least amount of headaches if you just let this buyer return and deduct shipping costs.
If you're worried about feedback, the only thing you can do is bend over.
Its really frustrating especially since you have a NO RETURN policy, but as we all know, buyers never read anything in the listings.
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Old 01-17-2012, 03:23 PM
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Quote:
Originally Posted by milkchocolatebunnie777 View Post
Can I mark the returned package (that I have now received) "return to sender" and take it back to the post office? Can he open an Ebay dispute for this (if I send it back)?
If you do that and they file a paypal/eBay dispute they might not be required to send the item back and paypal/eBay will simply refund them and you will not have an item or money.
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Old 01-17-2012, 03:54 PM
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Isn't that kind of dumb on the buyer's part? I mean, if you were dealing with a dishonest seller, couldn't the seller say, "I never agreed to or received a return"? Do you get what I'm saying? Not sure I made myself clear.
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Old 01-17-2012, 04:28 PM
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Originally Posted by bethy_29 View Post
Isn't that kind of dumb on the buyer's part? I mean, if you were dealing with a dishonest seller, couldn't the seller say, "I never agreed to or received a return"? Do you get what I'm saying? Not sure I made myself clear.
If they purchased tracking/delivery confirm they just need to file a dispute and they will win.
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Old 01-17-2012, 04:53 PM
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Oh, okay.
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Old 01-17-2012, 06:47 PM
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Amber, that is REALLY shitty what happened to you. You were out 4 sets of shipping costs AND still got a negative feedback! The other concern I have is if I accept his return and refund LESS shipping charges (free shipping on the listing but it cost me $4.75), what if he doesn't agree to mutually cancel the transaction because I deducted $4.75 from his refund (I'm worried about not getting the final value fee back)? Could Ebay force me to refund in full (even though there is no dispute) and say that my refunding at all is the same as agreeing to cancel the transaction? (see BS situation below)

One time (a long time ago) a buyer won a payment-required buy-it-now and contacted me soon after saying she bid on the wrong item and requested a refund. I refunded her and wanted her to get a NPB strike (I did not want to refund her. I ONLY did so thinking she would get a strike) but Ebay said technically she paid and my refunding her is like agreeing to cancel the transaction so I couldn't give her a NPB strike. Of course she was pissed that I filed the dispute and left me a negative. Ebay said what I should have done was NOT refund her, then she wouldn't have been able to leave negative feedback or file a dispute on the grounds of bidding on the wrong item.

Quote:
Originally Posted by treasurehoard View Post
If you do that and they file a paypal/eBay dispute they might not be required to send the item back and paypal/eBay will simply refund them and you will not have an item or money.
Sorry, I'm a lil confused...if I sent it back (with tracking) and he has the item and I have the money, on what grounds would he be able to open an Ebay dispute?
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Old 01-17-2012, 07:14 PM
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Quote:
Originally Posted by milkchocolatebunnie777 View Post



Sorry, I'm a lil confused...if I sent it back (with tracking) and he has the item and I have the money, on what grounds would he be able to open an Ebay dispute?

eBay/PayPal will side with the buyer in this case. Already been through it myself back when I wasted my time trying to fight taking returns. Basically in this case the buyer has already returned the item and eBay/PayPal will look at it as a returned item, the buyer just needs to give the tracking to eBay/PayPal and they will side with them.

Tell the buyer you will issue a refund MINUS shipping and they need to agree to the mutual withdrawal so you can recover your fees. You will find most buyers are reasonable and will agree to both.
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Old 01-18-2012, 06:16 AM
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I have had lots of buyers recently returning as if I'm Amazon or something.

Some highlights have been:
"The waist measures 14 and not 14.5 like you have listed." Yes, moron it does measure 14 with a dip but that's not what we have them listed as.

"There is much more fading on the butt area (NWT pair not from use) that wasn't described properly.". Please tell me how we should have described it?? This one had a happy ending. I relished them when they got back and sold within a day for $10 more.

"These pants fit more like a large, not a small. The waist band elastic is totally stretched out". Correct! That's why we stated that in the description, in addition to the actual waist measurement.
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Old 01-18-2012, 09:50 AM
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I recently had a buyer complain that a pair of jeans were used and hemmed and wanted to return them because she was under the impression that they were new and that they wouldn't work because they were too short for her since they had been hemmed. Where she got that impression, I haven't got the slightest idea seeing how it was stated in a couple different places that they were used, listed the condition in great detail, listed the inseam length in two places, and stated that they were hemmed in two different places in the listing. Plus showed close-up pictures of the alterations.
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Old 01-18-2012, 10:45 AM
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If they opened a case in regards to the hem and used aspect I'm pretty sure you would win
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Old 01-18-2012, 10:50 AM
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I am hoping that she does not. (crosses fingers)
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Old 01-18-2012, 11:12 AM
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I just had a case where I agreed to let the buyer return a pair of jeans (because she didn't like them-no mistake on my part) for a refund minus the shipping cost I paid. I received the jeans and refunded the cost minus the $7.15 I spent on shipping and cancelled the transaction to recieve my fees back. When she saw the refund, she had a fit, refused to cancel the transaction so I lost my fees, opened an ebay case against me because the auction said "free shipping", left me negative fb (my only one). I fowarded ebay all of the emails where I advised her I would not refund the shipping I paid before she sent them back, ebay still sided with her and refunded the $7.15.

So, they can still get the shipping cost back from you.
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Old 01-19-2012, 03:46 PM
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See, all of this makes me think that sellers should not agree to accept returns so easily. I think most of these a$$hole buyers have a habit of doing this and I think it would deter them if the process wasn't so easy. I think if we all charged restocking fees, it would reduce the amount of returns significantly and it will cover any fees sellers lose for original shipping. I just saw this yesterday:

Misuse of returns
Buyers are required to return an item in the same condition they received it. Buyer's can't expect a refund when they return a damaged item (different from the reason for the return), a different item, or an empty box. Also a buyer who threatens to open a case because of having to pay restocking fee is misusing the returns process.

I gave my buyer 2 options: 1) I return the package to sender unopened and allow him to use my photos and item description to resell OR 2) accept a refund minus shipping AND he will have to open a buyer mutual cancellation request because he is the one who doesn't want to complete the transaction. None of the reasons under seller mutual cancellation apply to me since I'm willing to complete the sale. Now I'm just waiting for his response.
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Old 01-19-2012, 04:27 PM
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Quote:
Originally Posted by milkchocolatebunnie777 View Post
See, all of this makes me think that sellers should not agree to accept returns so easily.
We have made plenty of sales by having a reasonable return policy. Buyer returns item that doesn't work, buys other items that will. Customer is happy, we make $$$. Helps us avoid headaches from disputes and time wasted thinking up ways to avoid taking returns. Simply send them a form letter stating the policy (refund minus shipping) and tell them send the item back.

Even with the return policy we take less than 5% returns each month.

IMO you should just accept the return. Sending the package back is opening yourself up for trouble.
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Old 01-20-2012, 12:03 PM
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Quote:
Originally Posted by treasurehoard View Post
We have made plenty of sales by having a reasonable return policy. Buyer returns item that doesn't work, buys other items that will. Customer is happy, we make $$$. Helps us avoid headaches from disputes and time wasted thinking up ways to avoid taking returns. Simply send them a form letter stating the policy (refund minus shipping) and tell them send the item back.

Even with the return policy we take less than 5% returns each month.

IMO you should just accept the return. Sending the package back is opening yourself up for trouble.
I wholeheartedly agree. Especially since buyers have our feedback by the nuggets and there's absolutely nothing we can do if we are left a neg or neutral.

For me, its not worth all the hassle and headaches that go with fighting with a buyer about taking a return. I simply accept returns and have the buyer pay the return shipping. In most situations, I'll refund the whole amount they paid since that will make them feel that they received good customer service. It only costs me like $5 out of pocket and its worth having a happy customer for $5 IMO.
Sure, there will be some people that abuse it but I feel like MOST buyers aren't out there scamming us.
I have a return on the way right now in fact.

I also believe YOU, as the seller, would have to be the one to open up the agreement for mutual withdrawal and then your buyer would have to agree to accept it.
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Old 01-24-2012, 03:01 AM
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When you search 'cancel transaction', it lists 2 options, one for the buyer and one for the seller. None of the options under seller fit my situation so I said the buyer had to send the request and I even gave them the link.

The buyer replied but did not answer my question about what they wanted to do: 1) I return and they resell or 2) I refund minus shipping AND they cancel the transaction. All the buyer said was they were too small. The buyer is new to Ebay. I've sent many messages and whether they're not checking or ignoring them, leads me to believe they'd be uncooperative/unresponsive in cancelling the transaction and I wasn't willing to lose my fees and original shipping so I took the package back to the post office. I never opened the package so the clerk wrote 'Refused' on it, crossed out my address, and circled the senders address and wrote 'To' in front of the senders address. I hope that's not confusing, I don't want to get the package back.

I asked if I needed to purchase a new tracking number but the clerk said no, they will use the same tracking already on the package. I asked him to scan it as proof that I dropped it off and he did. Hours after I came home, I checked the tracking on USPS (I know it doesn't update right away but I was curious to see what it would show up to this point) but I kept getting this message:

"Delivery status information is not available for your item via this web site. A return receipt after mailing may be available through your local Post Office. "

The package was shipped to me via Parcel Post so I'm assuming it will be returned via the same method. I'm assuming the buyer shipped via Return Receipt and that's why I can't view the tracking. I've never used Return Receipt before. How does it work? I mean, how does the buyer check the tracking then? I didn't know the tracking number wasn't a regular tracking number when I dropped off the package. Am I screwed?
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Old 01-24-2012, 09:15 AM
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You can pick the option buyer is returning the item for a refund. If you refund the money and they don't agree to the mutual withdrawal you can either close it yourself after 7 days, or if they deny it you can contact eBay and they will credit your fees.

Was there a delivery confirmation number/label on the package? If yes, then the delivery confirmation has simply not updated yet. If no, you have no delivery confirmation. Is it going to update? who knows. Depends on if they scan it. If it is refused they may not scan it.
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