topic Re: return no reason other than doesn't suit in Selling

return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 01:34:01 GMT

well this is a first after many mant great sales, I sold a leather jacket which is grey and aged to perfection as stated in listing and shown in pictures clearly.

customer wants to return as it doent suit her and she is not happy with that shade of grey, now I included $20 post and am asked to pay her a full refund and return post , since when can you return something as it doesnt suit.??

I will not sell on ebay if this is now how it works 😞

I would happily refund if damaged or not as described of course but her comment it doesnt suit me well thats not cool

Re: return no reason other than doesn't suit

foxette-in-sox — Tue, 27 Nov 2018 01:45:06 GMT

Do your listings state you'll refund for change of mind ? If you don't here are the ebay guidelines

You don't accept returns in your policy and the buyer changed their mind about a purchase

If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future.

Here are your response options:

Accept the return – The buyer will send the item back to you for a full refund. You can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label.

Decline the return – If you've stated in your listing that you don't accept returns, you can decline the return request.

How to decline a return

You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Here's how:

Go to your Returns dashboard - opens in new window or tab.
Select View return details beside the item.
Select Decline the return and then Continue.
You have the option of entering your reason for declining the request, but it won't be visible to the buyer.
Select Decline return.

Re: return no reason other than doesn't suit

imastawka — Tue, 27 Nov 2018 02:15:50 GMT

Your listing stated no returns, so that covers change of mind.

Keep the messages for ebay to read in case she opens a case for INAD.

They can read her message to see it's actually a change of mind.

Re: return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 02:20:57 GMT

Thankyou that’s what I thought 🙂

Re: return no reason other than doesn't suit

zanadoo_56 — Tue, 27 Nov 2018 04:48:42 GMT

Personally I think wanting to return an item because it doesn't suit a person - when it comes to clothing - is perfectly valid. Colours can look different on computer monitors for example.

I have a favourite seller and buy dresses and tops from them in two particular styles. On one ocassion I ordered a dress in the same size and material, but the neckline was square instead of v line. What a disaster. It was too wide across the shoulders and it didn't suit me at all. The seller provided dimensions but not the width of the square panel across the shoulders. The photos of it on the models (who had modelled other dresses in v line) looked fine. But it wasn't....at least not on me.

Clothes are a much more personal subjective choice.

Re: return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 05:02:33 GMT

For used clothing no I don’t think it’s correct to demand a refund ... new from a shop maybe but I’m a mum just selling her clothes ... she saw the picture and bought it didn’t ask any questions so she got what she bought , sorry if I sound mean but why should I be out of pocket ... ?? Image if everyone expected this on eBay ... I wind sell here if I have to , rather use Facebook !

Re: return no reason other than doesn't suit

gumleaf_goodies — Tue, 27 Nov 2018 06:18:15 GMT

@zanadoo_56 wrote:
Personally I think wanting to return an item because it doesn't suit a person - when it comes to clothing - is perfectly valid. Colours can look different on computer monitors for example.

I have a favourite seller and buy dresses and tops from them in two particular styles. On one ocassion I ordered a dress in the same size and material, but the neckline was square instead of v line. What a disaster. It was too wide across the shoulders and it didn't suit me at all. The seller provided dimensions but not the width of the square panel across the shoulders. The photos of it on the models (who had modelled other dresses in v line) looked fine. But it wasn't....at least not on me.

Clothes are a much more personal subjective choice.

And would you pay return postage in this situation?

Yes, colours can look different, but that is not the fault of the seller.

Why should the seller be out of pocket just because a buyer changes their mind (except of course, if the seller allows returns).

The alternative is to sell it yourself if you don't like it or it doesn't suit.

Re: return no reason other than doesn't suit

digital*ghost — Tue, 27 Nov 2018 09:03:53 GMT

@zanadoo_56 wrote:
Personally I think wanting to return an item because it doesn't suit a person - when it comes to clothing - is perfectly valid.

It's a valid reason for wanting to return, yes, but that doesn't oblige any seller to accept the return if they had no returns selected. (Retailers aren't even obliged to accept returns for these kinds of reasons, whether they sold online or in a store. Most do, as a courtesy, but they are within their legal rights to not offer refund, exchanges etc, for change of mind, wrong fit and so on).

What a buyer wants to do, and what they have the right to do are two very different things. If a buyer wants to shop online for clothing, they need to keep in mind that sometimes, a garment won't meet their needs or expectations (this is no one's fault, unless the seller deliberately omitted important information, or the buyer deliberately neglected to avail themselves of important information).

If a buyer wants to be able to return clothing that simply doesn't suit, or fit, or look as good on them as it did on the model / mannequin etc, then they need to only buy from sellers who accept change of mind returns.

Re: return no reason other than doesn't suit

zanadoo_56 — Tue, 27 Nov 2018 10:45:51 GMT

@gumleaf_goodies wrote:
@zanadoo_56 wrote:
Personally I think wanting to return an item because it doesn't suit a person - when it comes to clothing - is perfectly valid. Colours can look different on computer monitors for example.

I have a favourite seller and buy dresses and tops from them in two particular styles. On one ocassion I ordered a dress in the same size and material, but the neckline was square instead of v line. What a disaster. It was too wide across the shoulders and it didn't suit me at all. The seller provided dimensions but not the width of the square panel across the shoulders. The photos of it on the models (who had modelled other dresses in v line) looked fine. But it wasn't....at least not on me.

Clothes are a much more personal subjective choice.

And would you pay return postage in this situation?

Yes, colours can look different, but that is not the fault of the seller.

Why should the seller be out of pocket just because a buyer changes their mind (except of course, if the seller allows returns).

The alternative is to sell it yourself if you don't like it or it doesn't suit.

I have paid the return postage for clothes that were not right, and sent them back. *shrugs* I have also pointed out colour is not necessarily the only issue when buying clothes and sometimes a photo is not enough.

I am not a seller and never will be as due to mobility issues I don't get to post offices these days.

Re: return no reason other than doesn't suit

zanadoo_56 — Tue, 27 Nov 2018 10:59:00 GMT

@digital*ghost wrote:
@zanadoo_56 wrote:
Personally I think wanting to return an item because it doesn't suit a person - when it comes to clothing - is perfectly valid.

It's a valid reason for wanting to return, yes, but that doesn't oblige any seller to accept the return if they had no returns selected. (Retailers aren't even obliged to accept returns for these kinds of reasons, whether they sold online or in a store. Most do, as a courtesy, but they are within their legal rights to not offer refund, exchanges etc, for change of mind, wrong fit and so on).

What a buyer wants to do, and what they have the right to do are two very different things. If a buyer wants to shop online for clothing, they need to keep in mind that sometimes, a garment won't meet their needs or expectations (this is no one's fault, unless the seller deliberately omitted important information, or the buyer deliberately neglected to avail themselves of important information).

If a buyer wants to be able to return clothing that simply doesn't suit, or fit, or look as good on them as it did on the model / mannequin etc, then they need to only buy from sellers who accept change of mind returns.

Just a question.....

My understanding was sellers were not allowed to say no refunds or returns under Aust Consumer law.

Re: return no reason other than doesn't suit

egglesdtp — Tue, 27 Nov 2018 11:17:12 GMT

@zanadoo_56 wrote:
Just a question.....

My understanding was sellers were not allowed to say no refunds or returns under Aust Consumer law.

I suggest you read up on the Australian Consumer Law, as your understanding is completely wrong.

A significant section states: You can return something if it doesn't do what you'd reasonably expect it to or it isn't of acceptable quality. However, stores don't have to take it back if you change your mind or if you find a better deal somewhere else.

You also need to understand the difference between a seller who is a business and one who is selling on ebay (or online elsewhere) as a hobby.

Re: return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 11:21:55 GMT

I understand shops I Am a mum selling my used clothing it’s ridiculous !! I can’t afford $40 post for someone to go oh it doesn’t suit me !

Re: return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 11:26:09 GMT

I have 1600 positive feedback but I’ll close my account before I refund on I don’t like the colour on me... I can’t afford to pay more postage , she got a $800 jacket for $95 it was vintage as stated ... I paid post to her at $20 if eBay make me pay I’ll be very very disappointed. It’s all for the buyer , sellers can’t even leave negative feedback so we are held to ransom .. not fAir!

Re: return no reason other than doesn't suit

digital*ghost — Tue, 27 Nov 2018 11:32:20 GMT

@zanadoo_56 wrote:

Just a question.....
My understanding was sellers were not allowed to say no refunds or returns under Aust Consumer law.

They are not allowed to refuse a refund if the goods have a major fault. They can refuse a refund if the goods have a minor fault (in this case, they still need to provide a remedy, like repair, exchange or replacement, but it is up to the seller what option is provided).

No retailer in Australia is legally obliged to accept returns for change of mind (and not liking something, or an article of clothing not fitting is change of mind* - unless they say they do accept change of mind returns. In which case they are obliged to honour it.

This is the wording of the sign that the ACCC recommend retailers have in their stores, or on their websites:

*there are exceptions but they are circumstance specific. For example, if I sent my measurements to a seller [ for non-creepy reasons ] and they messaged back to say something like "this dress will definitely fit you", but it didn't, even if the sizing and everything else was as described, this qualifies as not as described because the seller made specific assertions to me that weren't true.

Re: return no reason other than doesn't suit

theknottykiwi — Tue, 27 Nov 2018 23:51:53 GMT

I understand that but this is a case of I don’t like the shade of grey and it doesn’t suit me .. it’s not a new item I am not a shop ...

Re: return no reason other than doesn't suit

lyndal1838 — Wed, 28 Nov 2018 00:47:12 GMT

But you state No Returns......you don't have to accept a change of mind return. If you decide to do so you only have to refund the item cost and not the original postage. And the buyer pays the postage to return the item.

Re: return no reason other than doesn't suit

theknottykiwi — Wed, 28 Nov 2018 01:02:42 GMT

She’s saying not as described though as it’s not the shade of grey she expected .. picture is true of colour .. so eBay chasing me to provide return and all post costs

Re: return no reason other than doesn't suit

lyndal1838 — Wed, 28 Nov 2018 01:19:00 GMT

Have you told ebay it is a change of mind return......point them to the messages where she says it does not suit her etc.

Re: return no reason other than doesn't suit

digital*ghost — Wed, 28 Nov 2018 01:19:23 GMT

@theknottykiwi wrote:
She’s saying not as described though as it’s not the shade of grey she expected .. picture is true of colour .. so eBay chasing me to provide return and all post costs

Get eBay to call you back using the help and contact link.

Explain to them your buyer has opened a not as described case for a remorse reason, when you had no returns selected. Sometimes they will advise you to proceed with a change of mind return (that is, the buyer pays postage to return, but you're expected to issue a full refund of the item price), but in this case I would try to get them to close the case in your favour due to having no returns accepted, which they can also do, but whatever you do, don't rely on the automated case system, or escalate it to eBay for review through the dispute.

Whatever eBay tell you on the phone, particularly if it's something you want to be able to verify / prove at a later stage, get them to copy what is said to an email.

Re: return no reason other than doesn't suit

theknottykiwi — Wed, 28 Nov 2018 09:08:56 GMT

Thankyou so much for this advise I couldn’t figure the system out... it’s all very much for the buyer these days .. I’m not worried about feedback I’m a good seller and know I’m honest .