Would you agree to issue a refund in this case?

medussa · 03-07-2009, 12:19 PM

I recently sold a high ticket item on ebay (under $150, though), that I had purchased for my husband awhile ago but could no longer return because I had lost the receipt. I hate dealing with ebay because it's such a hassle but my husband wanted to recoup the money, so I set up the auction with the added feature of "Buy It Now."

The item was brand new, still in the gift box, with the tags attached. I took a picture of the item and put all the information about the item in my description (it was accurate because it was from the company's website). I stated the I preferred payment via Paypal. On Monday someone purchased the item using Buy It Now and used PayPal. They sent me an email asking for additional pictures. I sent the person 6 or 7 additional pictures from different angles.

The buyer then requested that I send the item ASAP, which I did. But it was a huge inconvenience because it was the day after a big snowstorm and I really had no desire to drag my toddler out into the cold (little thing complained about it too). I paid for the shipping, as I stated I would in my auction, and the buyer received their item yesterday (Friday). The buyer promptly gave me good feedback: "the item is beautiful and arrived quickly."

Today, I open up an email from the buyer that says,

Quote:

Hello , I recieved the item yesterday and it is beautiful. However I now realize that it is to small to hold all of the items that I need it to. You do not have a return notice on your listing, so I was wondering if you would accept a return. Please let me know and I will return it today if that is ok. Thank you very much.

I really have no desire to give him a refund. I've already lost money on the item as it is, not to mention the ebay and Paypal fees. Am I obligated to issue this person a refund just because it's not big enough for him? I included pictures and dimension size. On ebay, there's a box that gives you the option of checking:

Returns accepted. Buyer has 7 days after they receive the item to return it for money back. Buyer pays for shipping.

I intentionally didn't check the box. In my mind, as a buyer, if a seller doesn't have "Returns Accepted" in their listing, I assume they don't accept returns. Is the burden on me to be more explicit or on the buyer to inquire before making a purchase?

Thanks for reading this far.

RedCatWaves · 03-07-2009, 12:23 PM

I wouldn't accept the return. I'd tell the buyer sorry, but you aren't a store and cannot accept returns for buyer's regret.

meryn · 03-07-2009, 12:25 PM

Quote:

Originally Posted by medussa

I included pictures and dimension size.

I wouldn't issue a refund, unless they agree to refund your shipping, and pay for shipping back.

What a huge pain!!!!

Scarlet · 03-07-2009, 12:25 PM

I don't think you're obligated to accept a return. You included the dimensions, rushed the shipping at his request (and your expense)... he sounds like a pain in the ass. I'd tell him, "sorry, no returns".

afrosheenqueen · 03-07-2009, 12:27 PM

No. You gave him many pics from different angles for him to judge if he could use it for what he wanted.

gemini · 03-07-2009, 12:27 PM

No, I wouldn't do it either. You provided photos and dimensions, it's not like you tried to hide anything.

They can always resell it.

afrosheenqueen · 03-07-2009, 12:31 PM

Quote:

Originally Posted by medussa

On ebay, there's a box that gives you the option of checking:

Returns accepted. Buyer has 7 days after they receive the item to return it for money back. Buyer pays for shipping.

I intentionally didn't check the box. In my mind, as a buyer, if a seller doesn't have "Returns Accepted" in their listing, I assume they don't accept returns. Is the burden on me to be more explicit or on the buyer to inquire before making a purchase?

That is what I would assume also but then again if nothing is said one way or the other, the Buyer may assume that it is up for some type of negotiation.

WileE-Dead · 03-07-2009, 12:34 PM

Quote:

Originally Posted by afrosheenqueen

Quote:

Originally Posted by medussa

On ebay, there's a box that gives you the option of checking:

Returns accepted. Buyer has 7 days after they receive the item to return it for money back. Buyer pays for shipping.

I intentionally didn't check the box. In my mind, as a buyer, if a seller doesn't have "Returns Accepted" in their listing, I assume they don't accept returns. Is the burden on me to be more explicit or on the buyer to inquire before making a purchase?

That is what I would assume also but then again if nothing is said one way or the other, the Buyer may assume that it is up for some type of negotiation.

ITA.
Be sure to put No Returns Accepted in the future, tho.

Code:

ass...u..me..lol

What a PITA, tho, I know...

Suburbanbushbabe · 03-07-2009, 01:02 PM

Quote:

Originally Posted by meryn

Quote:

Originally Posted by medussa

I included pictures and dimension size.

I wouldn't issue a refund, unless they agree to refund your shipping, and pay for shipping back.

What a huge pain!!!!

+1. Your description had all the information buyer needed to evaluate size. OTOH, a negative rating on eBay has a big impact. So if you intend to sell on it in the future, you may just want to bite the bullet.

curlee4life · 03-07-2009, 01:15 PM

I would state to the buyer that you do not accept returns and that you provided the dimensions of the item in the auction.

If the buyer has already left positive feedback, great.

If not, and they decided to leave a negative feedback you can provide a response that it was "buyer's remorse" and you do not accept returns.

HTH

BrewCrewGrl · 03-07-2009, 01:21 PM

I would not accept a return. You gave dimensions and photos. You also did not have a return option listed in the auction.

Yeah in the future I would type NO RETURNS in the auction too, to cover my own butt and be more perfectly clear for those who choose to try what this guy is.

You take a chance as a buyer when you buy things off ebay, his problem now, not yours. He can always sell it himself, that is what I would do!

realistic · 03-07-2009, 01:23 PM

No way. You are too sweet for even considering it.

medussa · 03-07-2009, 01:31 PM

Quote:

Originally Posted by Suburbanbushbabe

Quote:

Originally Posted by meryn

Quote:

Originally Posted by medussa

I included pictures and dimension size.

I wouldn't issue a refund, unless they agree to refund your shipping, and pay for shipping back.

What a huge pain!!!!

+1. Your description had all the information buyer needed to evaluate size. OTOH, a negative rating on eBay has a big impact. So if you intend to sell on it in the future, you may just want to bite the bullet.

He can retract his positive rating because I wouldn't issue him a refund? But he had buyer's remorse!

I met all of the requirements of both the ebay and Paypal user agreements. In hindsight, I should have written "no refunds under any circumstances" but I had no idea I that I needed to be so explicit. I didn't check the "Returns Accepted" box and thought that was enough. Ebay really should include a box that states, "Returns Not Accepted." I might send them that feedback. Not sure why they don't provide that option.

Like Afrosheenqueen posted, he's probably just checking to see if I would issue a refund, since I didn't state a policy in my auction. I really hope that's not a loophole or anything and I screwed myself out of that money.

medussa · 03-07-2009, 01:31 PM

Sorry about the huge font in my last post. I hit underline, but it also did something weird that I can't seem to undo.

Gemini13 · 03-07-2009, 01:46 PM

No. You've already gone above and beyond, at this point he's taking advantage. Unless he's a real jerk I doubt he'll change the rating, especially if you explain it nicely (and really I can't imagine you doing otherwise!).

meryn · 03-07-2009, 01:52 PM

You can change your rating on ebay? I had no idea!

medussa · 03-07-2009, 02:07 PM

Quote:

Originally Posted by meryn

You can change your rating on ebay? I had no idea!

I don't know, Meryn. I really hope not. I sell something once every few years, even though I've been a member since 2002.

WileE-Dead · 03-07-2009, 03:57 PM

Yes, changes have been made last year..

July 10, 2008

Dear eBay member,

In May, we made significant changes to the eBay Feedback system to increase buyer confidence and improve buyer and seller accountability in the marketplace. I encourage you to review the changes, especially those designed to hold buyers accountable and provide sellers protection in the new system.

When we made the changes, we said we would closely watch the impact and, if needed, make adjustments. Today, we announced the following two adjustments:

Neutrals will no longer count as part of the Feedback percentage.

Since we introduced changes to the Feedback system in May, 2008, buyers have significantly decreased the amount of neutral Feedback they are leaving for sellers. Now less than 0.5% of all Feedback left is neutral, and this percentage continues to decline. Since we have removed the ability for sellers to leave negative Feedback, we are confident that buyers are leaving neutrals to represent a neutral experience and not to avoid retaliatory negative Feedback.

All customer Feedback percentages will be recalculated retroactively by late August.
We will provide buyers with the ability to revise Feedback left for sellers.

Everybody makes mistakes—buyers and sellers alike. Buyers should be able to change Feedback if they make a mistake or if the seller rectifies a problem in a timely manner. Unlike Mutual Feedback Withdrawal, buyers will be able to revise the Feedback, with this new process not just withdraw the rating.

There is a difference in the buyer experience when a buyer receives the item as expected the first time, so, we will limit the use of the tool so that sellers who make fewer mistakes can be differentiated from sellers who make more mistakes.

03-07-2009, 04:04 PM

Most sellers I've dealt with only do returns if the item isn't as described. Sounds as if you described it perfectly. I wouldn't take it back.

WileE-Dead · 03-07-2009, 04:07 PM

http://pages.ebay.com/help/sell/return-policy.html
Found this, H~...
Looks like you're in the clear, just add the no return thing from now on to prevent any idiots in the future, ya know?