"I don't need it anymore" and other unlawful return reasons

[spicy-pickles]

Has anybody had any luck refusing returns initiated through eBay's system?

I have a request for a return with the reason "I don't need it anymore" and even though the item is unopened, by law retailers are only required to refund where the goods are not fit for purpose, as described or faulty.

So what happens if I exercise my legal rights to not accept the return? From the buyers stated return reason, it is obvious it's a change of mind and I have no obligation to take it back.

I presume if I refuse, eBay steps in and steals my money anyway?

And even if I do issue a refund, does eBay refund my fees incurred?

[digital*ghost]

If you don't want to accept change of mind returns, you really need to switch your policy to 'No Returns Accepted' - the way eBay's return policy system is set up, the option to accept returns is there to tell people what you will do in addition to complying with consumer law (that's why, when you select your policy, eBay reminds you that no matter what you select, buyers will still have the right to return if the product is faulty, and also why you can set it to things like buyer pays return postage, or simply offer an exchange).

If you set your listings to 'No returns accepted', people will still be able to initiate returns for change of mind reasons, but eBay will back you up if you refuse one. (I don't personally like the way it's set up, I think there should be more clarification for the buyer what a return policy entitles them to - especially because if a seller indicates they accept change of mind returns, they are legally obliged to, and the way it's displayed on listings doesn't clarify things anywhere near enough - when I listed things on this ID, I set it to no returns, but had in my listings that I was more than happy to help if there was a problem with the item, just so people didn't think I was trying to say no returns under any circumstances). 

That being said, I don't think eBay can force you to refund if the buyer doesn't meet the conditions of your return policy. 

[spicy-pickles]

In order to qualify for "eBay Premium Service" I need to offer 30 day returns, which I am happy to do for faulty goods or my own mistakes. Unfortunately eBay hides away the policy unless the buyer goes looking for it, so not accepting returns at all might be the only way to go. At the least eBay should have a set of tick boxes matching that returns reason list, that we could select from to accept or not.

With all the push to offer "free" postage too, offering a full refund for goods returned unopened & in good condition still costs me the postage fee paid at a minimum. I'm yet to find out whether eBay will return the FVF.

[digital*ghost]

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@wheres-me-jumper wrote:
In order to qualify for "eBay Premium Service" I need to offer 30 day returns, 

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I understand, but that's what premium service is all about - offering things above and beyond what you're legally obliged to, and so that's what it's intended to indicate (people often have recourse for much longer than 30 days on goods that qualify for consumer guarantees).

[spicy-pickles]

That makes sense and I just had a look through their Top Rated Seller page and found this:

Offer a return policy that is 30 days or longer with a money back option.
Return policies must allow for "change of mind" returns, although for "change of mind" returns you may specify that items must be returned in original condition or charge a restocking fee for items returned opened or used.

So I will need to change my policy in order to have a leg to stand on with eBay in the future if I want to keep as premium service. Interesting to see the mention of restocking fee, at least that's something.

I just had a look through my purchase history for an item with a no returns policy, and it was interesting to see that the return button and all those options were still there, although with this message when you click it "The seller doesn't accept returns, but you can still send a request for a return. Remember eBay Money Back Guarantee covers you if there's something wrong with your purchase."

So seems like even if you don't offer returns you'll still need to deal with this rubbish, albeit maybe with a better chance of winning.

[digital*ghost]

I'm glad to see eBay at least alert people that the seller has the right to decline a request, maybe not so much following it up with info that says "but if there's something wrong with it...." (I know the info is important and necessary for the buyers, but time and place leaves a little to be desired from the seller's perspective). 

[cq_tech]

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@wheres-me-jumper wrote:
That makes sense and I just had a look through their Top Rated Seller page and found this:

Offer a return policy that is 30 days or longer with a money back option.
Return policies must allow for "change of mind" returns, although for "change of mind" returns you may specify that items must be returned in original condition or charge a restocking fee for items returned opened or used.

So I will need to change my policy in order to have a leg to stand on with eBay in the future if I want to keep as premium service. Interesting to see the mention of restocking fee, at least that's something.

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This is the return policy I use on all of my listings and to the best of my knowledge is perfectly legal.

1. Not As Described or Faulty: You can choose between a refund or exchange (where possible) if the goods are faulty, wrongly described or in any way different from the sample displayed in the listing. Customers will be responsible for return postage. We reserve the right to refuse a refund on a returned item if the item is found to be as described, not faulty, or fault/damage caused by misuse or abuse.

2. Change Of Mind or Unwanted: Returns will be accepted for change of mind or unwanted items but will incur a restocking fee equal to 20% of the total invoice amount including postage. Buyer to pay return postage.

To date, I've not had occasion to test it as I've only ever had one return which I was perfectly happy to accept as the item had a manufacturing defect which was undetectable until the item was actually used, but nobody has yet queried it.

[dylan11235813]

I didn;t read your policy and ebay don;t either. Ebay it would seam decide the ultimate fate of all transactions regardless of any conditions. Yet they place information on listings, I feel a massive law suite comming on.