Re: return no reason other than doesn't suit

theknottykiwi · ‎27-11-2018

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

foxette-in-sox · ‎27-11-2018

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.

imastawka · ‎27-11-2018

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.

theknottykiwi · ‎27-11-2018

Thankyou that’s what I thought 🙂

zanadoo_56 · ‎27-11-2018

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.

theknottykiwi · ‎27-11-2018

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 !

gumleaf_goodies · ‎27-11-2018

@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.

View solution in original post

digital*ghost · ‎27-11-2018

@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.

zanadoo_56 · ‎27-11-2018

@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.

zanadoo_56 · ‎27-11-2018

@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.

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