Return Request

[syntryx]

Hoping someone can help me.  Had my first return request for a pair of shoes I sold to buyer.  Reason for return is "doesn't fit".  All my listings state "no refunds accepted" however I suppose shoes is a tricky item to sell.  Anyway, I am happy to accept the shoes back but I do not want to pay for the postage to have them sent back to me as I believe the shoes were correctly described.  The buyer seemed to think I would be refunding the money first and then they would send the shoes back.  I did this once before and never received the item back...

Can someone please tell me what the correct process is to deal with this, whether buyer has to pay return postage and I only refund after shoes are received back by me so I can let the buyer know what their obligation is and what my obligation is.  Thanks so much...

[247newdeals]

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@syntryx wrote:

Hoping someone can help me.  Had my first return request for a pair of shoes I sold to buyer.  Reason for return is "doesn't fit".  All my listings state "no refunds accepted" however I suppose shoes is a tricky item to sell.  Anyway, I am happy to accept the shoes back but I do not want to pay for the postage to have them sent back to me as I believe the shoes were correctly described.  The buyer seemed to think I would be refunding the money first and then they would send the shoes back.  I did this once before and never received the item back...

Can someone please tell me what the correct process is to deal with this, whether buyer has to pay return postage and I only refund after shoes are received back by me so I can let the buyer know what their obligation is and what my obligation is.  Thanks so much...

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Stand by your guns from what you said the buyer should pay the return postage (by rights postage both ways but that want happen) Try to get the buyer to agree to do the correct thing and send the shoes back,cancel the sale, then they receive a refund a refund. Do not give a refund before you recieve them you would be open to shafted big time.

The problem is if the buyer takes it to Ebay they will say you have to pay the return postage so it really depends on the buyer to do the right thing a lot will but sounds like you have one of the less responsible one

[247newdeals]

just to add when communicating with the buyer try to be as nice as possible even if you want to ring their necks 😉

[clarry100]

If all the correct sizing was in the description then this amounts to a change of mind return.
If your listing specifies no returns then you are not obliged to accept a return for this reason. If you do then the buyer has to pay for the return postage.
Also if you have defined a restocking fee you will be entitled to deduct that from any refund.
This is my take on this one.

[syntryx]

Thanks for your replies, very helpful, hopefully it works out for the best!

[clarry100]

Oh and I should add that under no circumstances do any refund until you have the shoes back in the original condition they were sent.

[imastawka]

Your listing states 'Bank deposit preferred'

If this is how they paid, then they have no protection and can't return for refund

[syntryx]

They paid via PayPal, I could also advise them to apply for a PayPal refunded return as I've used it once before and it worked quite well, that way their postage costs to return the item to me could be covered.

[thecatspjs]

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@syntryx wrote:

Hoping someone can help me.  Had my first return request for a pair of shoes I sold to buyer.  Reason for return is "doesn't fit".  All my listings state "no refunds accepted" however I suppose shoes is a tricky item to sell.  Anyway, I am happy to accept the shoes back but I do not want to pay for the postage to have them sent back to me as I believe the shoes were correctly described.  The buyer seemed to think I would be refunding the money first and then they would send the shoes back.  I did this once before and never received the item back...

Can someone please tell me what the correct process is to deal with this, whether buyer has to pay return postage and I only refund after shoes are received back by me so I can let the buyer know what their obligation is and what my obligation is.  Thanks so much...

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eBay returns are quite simple in this scenario.

If they are returning for doesn't fit, they have to pay post cost for return of the goods, if you accept the return.

You  also do not have to issue a refund for the post originally paid.

If you accept the return, you need to fill in the return address section with your address, and the buyer gets a time limit for the goods to be returned in.

When you receive the goods back and checked that they are in condition sent - you can close the request by issuing a refund, the default amount for "does not fit" returns is what they paid for goods only.

Easy peasy.

[designers*n*more]

I would suggest the same. Just make sure you explain this to the buyer. They need to keep a copy of the postage receipt and take a photo of the parcel addressed back to you. Ask the buyer to select change of mind if that is an option going via PayPal Returns (I can't remember what the options available are). When you get the item back make sure you only refund the purchase price.