To refund or not? How to avoid returns? Impact on sales....

[designerloot2015]

Hello all,

I recently sold a dress to a buyer with very clear T&C saying that I do not refund for size issues. Measurements were clearly included in the listing. Buyer received dress, then sent me an email saying it didn't fit her and she had sent it back to me and wanted a refund. I pointed out the T&C and asked if she had actally posted it back already. She said she had and replied, re the refund, something like "I guess it's up to you". This kind of return has been happening to me a bit lately and is starting to annoy ... I guess it comes with the territory.

I do wonder whether to refund in light of my T&C (but know that inevitably I will ....).  I offered refunds when it was a condition of "top rated seller". I don't acheive that status now because I can't offer free postage etc so am wondering if I shoud go back to a no refund policy. 

Has anyine done this and noticed if sales really drop off? Do buyers really want and need a refund service?

thanks in advance

ks

[davewil1964]

A no refund policy does not cover you for 'item not as described'.

If you feel your item was properly described, tell the buyer to return it. If they open a case they will be required to return it at their cost in order top get a refund.

Edit: I note you say they say they have returned it. Have they opened a dispute?

If it is an ongoing issue, I would suggest you look at your measurements. Are they actual measurements or sizes? Sizes are fraught.

[designerloot2015]

Thanks davewil,

measurements are actual measurements that I double check and there was no "as described" issue. No dispute opened by them at this stage. 

[thecatspjs]

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@ks15a wrote:

Has anyine done this and noticed if sales really drop off? Do buyers really want and need a refund service?

thanks in advance

ks

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On this selling ID I have an accept returns policy that is conditional that goods are not as described, and not for change of mind or does not fit. 

I am not sure exactly how it impacts on my sales, but until the last two months where I have had exceptionally slow sales, my sales on this ID were very, very healthy in comparison to sellers in the same markets relative to the number of listings they have, including those that offered unconditional returns, so I have never changed my business policy in the returns area. 

From time to time I get buyers seeking to return items because they do not fit, as politely as I can I respond by advising them that I am unable to accept returns for change of mind or if they do not fit, but they are more than welcome to use the listing photos and description to resell the item if they wish.

I have not yet struck a buyer that has been at all difficult about this.  If a buyer did send a garment back as they have done with you,  I would either send the parcel back unopened as return to sender (with proof of post recorded at post office) or  I would consider refunding an amount that was left over after deducting listing cost, final value fee and postage costs - though I think I would be quite reluctant to do this as it seems to partially reward poor consumer behaviour. 

[digital*ghost]

You are allowed to state no returns for change of mind, which sizing issues are unless measurements etc are inaccurate, and you also have every right to stand by that policy, which would mean marking the parcel as RTS or requiring additional postage to send it back.

I thought it worth mentioning that the return process is actually automated on some eBay sites if the seller accepts them, and will eventially be that way here too (which is another reason stating returns are accepted but only for items not as described has the potential to cause complications - if returns are accepted, the buyer has an option to select 'return this item' from the dropdown menu next to the purchase, they are then given the return address automatically - no direct communication with the seller - and in some cases eBay pays for the postage then collects it back from the buyer or seller, depending on who the seller has indicated is responsible for return post costs.

However, for that and other reasons, I think it's sometimes taken for granted returns are accepted almost unconditionally by every seller.

I personally do accept change of mind returns, as I felt it was something worthwhile with selling fashion items, since there is some information even the most detailed description can't provide - the way it looks on, even if it fits fine, for one thing. 

I never let it cost me anything, though, and refund only the purchase price, with the buyer remaining responsible for original and return postage costs, plus I seek a refund on FVF by mutually cancelling the transaction. I had only a couple of change of mind returns over a two-year period, though. If it happened frequently, and the cost to facilitate it was more than I was prepared to absorb, I would probably have a restocking fee. 

[davewil1964]

I, on the other hand, being a book seller, do not accept returns unless the book is not as described. 7 days is pushing it, as I know I can easily read a good book in a day, 30 days is a joke. I'm not a library.

[lemmayj]

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@davewil1964 wrote:

I, on the other hand, being a book seller, do not accept returns unless the book is not as described. 7 days is pushing it, as I know I can easily read a good book in a day, 30 days is a joke. I'm not a library.

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Fair enough, I can well understand your thinking. But have you ever had book buyers asking for returns because they've read the book? I sell books too (this is my posting ID) and have a no questions return policy where the buyer pays return postage unless I've misdescribed the item. In 8 years I've only had one return, a buyer who hoped that a nineteenth century song book might have been an earlier edition than that described in my listing. (The sad thing was, if he'd asked any questions before he'd bought, I would have been able to tell him that the book was not what he wanted.) For a buyer,  wouldn't it be easier just to  get a book from your local library and not pay postage? (Truly not meant as a criticism, just curious.)

I have, on the other hand, heard plenty of stories from people who buy clothes (usually from big department stores) and return them after one wearing.  So I can understand that many sellers might be unwilling to offer change of mind returns.

[phorum_junkie*]

My returns policy for clothes is a full refund including return postage costs if an item is faulty or not as described and a return of item price only for change of mind providing the item is returned in the same condition as sent. If a buyer wants a change of mind return I always offer them the option of using my photos and description to on sell it so saving the cost of return postage.

[lemmayj]

That sounds workable, but I'm not sure how easy it is to specify a return process where buyer pays both lots of postage (eminently fair for change of mind returns IMO).

I'm using turbolister at the moment, and the returns policy has the option to accept returns (or not), but if you accept returns you only have the option to choose whether buyer or seller pays return postage...

How do you specify that change of mind returners must pay both postage amounts?

[davewil1964]

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@lemmayj wrote:

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@davewil1964 wrote:

I, on the other hand, being a book seller, do not accept returns unless the book is not as described. 7 days is pushing it, as I know I can easily read a good book in a day, 30 days is a joke. I'm not a library.

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Fair enough, I can well understand your thinking. But have you ever had book buyers asking for returns because they've read the book? I sell books too (this is my posting ID) and have a no questions return policy where the buyer pays return postage unless I've misdescribed the item. In 8 years I've only had one return, a buyer who hoped that a nineteenth century song book might have been an earlier edition than that described in my listing. (The sad thing was, if he'd asked any questions before he'd bought, I would have been able to tell him that the book was not what he wanted.) For a buyer,  wouldn't it be easier just to  get a book from your local library and not pay postage? (Truly not meant as a criticism, just curious.)

I have, on the other hand, heard plenty of stories from people who buy clothes (usually from big department stores) and return them after one wearing.  So I can understand that many sellers might be unwilling to offer change of mind returns.

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I doubt a buyer would admit to reading then wanting a refund. The only refund I have had to do was for a book with a duplicate 32 page block replacing the correct 32 page block. Rendering it unreadable. The buyer offered to return it, but I declined. Given I would have been morally obliged to refund return postage and I was already in the red for the sale. Obviously, i believed the buyer, as it is not an excuse I've ever heard of. But any subsequent ones will likely get more scrutiny, given I have outed myself as not being as hardnosed as I like to portray.