Buyer wants to return item because "just didn't like it". What fees can I claim?

[1crystalheaven]

My returns policy states I only accept returns that are either not as described, damaged or lost. Buyer has stated they "just didn't like it".  Ebay has automatically allowed the return and I can't change the system. Why was it allowed by ebay?

What fees do I have to pay on a return item? I offer free postage so I will be out of pocket by £3.55 already.

Thanks for help because I keep getting stung on returns on items with free postage when buyer changes their mind.

[tobiasd4]

If buyer opened change of mind return, you can refuse.

But, looks like they said "Not as described".

In which case you issue returns label & only refund on return.

If you don't want item back, just refund.

You can't deduct anything.

[1crystalheaven]

Thanks for the reply. Their reason for return was "just didn't like it", completely different to "item not as described". I have a no returns policy set up so how does ebay keep automatically accepting my returns.

I don't want to refuse their refund of course but didn't know if I can claim back the initial postage cost to me. I offer free postage as encouraged by ebay but if I will always be out of pocket for returns then I will need to re-assess. Thanks again.

[tobiasd4]

If ebay automatically allowed case, it must have been "Not as described"

You still have option of accepting change of mind returns, buyer would then have to pay return postage.

Some buyers will claim not as described to get free return, ebay will never dispute this.

Doesn't matter if you do freepost or charge buyer postage, you still refund in full.

Under Simple delivery, buyer pays ebay for postage, they supply seller with QR code to print postage.

So you would only refund buyer the item cost, ebay still charge you for return postage label.

[red_magpie]

Your username suggests that you might be a business seller, selling crystal products. If so, this might explain why eBay appears to be applying business seller terms to your returns.

However, for some reason when I click on your items for sale or feedback it goes to a page for an entirely different, newly registered seller selling an animal print coat!

I've never experienced anything like this on eBay before.

[jckl1957]

You are registered as a business seller so you have to accept returns for any reason for a minimum of 14 days.

Looking at your listings, for example, this one, eBay item number:146830404150, your returns policy states:  '14 days return. Buyer pays for return postage. If you use an eBay delivery label, it will be deducted from your refund amount'.

The buyer will have to fund the return postage but you will have to refund them everything they paid.

[jckl1957]

@red_magpie 

Same issue here - very weird!

I found the seller's real details by using advanced search and putting the seller's name in.

Strangely, the username was not an exact match but the feedback matched.

[tobiasd4]

@red_magpie 

Well spotted.

I replied based on item I saw listed, I didn't notice a different seller id. 

[tressygirl]

I'm in the same camp as @tobiasd4 ,  @red_magpie  and @jckl1957 >

I was checking because of the ID crystalhaven to see if it's a business seller, but saw that coat , and look what I spotted! 

Look at the main photos, the collar on the coat,  look at further photos collar is very different ! 🤔

Yep , agree very odd and weird!

[tressygirl]

@1crystalheaven   do you know of this ID veryanc attached to your account?  Seems it's been opened recently,  and with a change of ID,

If this is all new to you to I would strongly advise contacting eBay Customer Services but first thing tomorrow morning when the lines open at 8 a.m. as there's more chance of Dublin answering then, ask them to look in to your account,  and this bizarre other ID attached to your account ? !

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

@1crystalheaven 

[jckl1957]

Early Hallowe'en effect!

Spooky!

[1crystalheaven]

Thank you for your reply. Yes, they did claim item not as described and then put on the message with return request which said "just didn't like it" 

[tobiasd4]

Ebay will believe buyer in that case.

When item is returned, contact eBay and see what they say.

[1crystalheaven]

Thank you for your reply. I became a business seller in the last year and took over my wifes account to sell items in an ebay shop. I only sell a few items but was advised to upgrade from private to business seller with regards to taxes etc. The ebay account with the coat is my wife's new personal account but I don't understand how you landed there either!? Should I be contacting ebay about it?

With regards to the return I thought in error that when I set up my postage, payments and returns in shop policies that applies to my listings that there was an option to have no returns unless item not as described.

Thanks again

[1crystalheaven]

Thank you, its not weird or strange - I do have an ebay shop where I sell second hand Swarovski glass items. I will be contacting ebay tomorrow to see why it is attached to another account. 

BTW the fur coat neckline is not spooky - first photo has the coat top collar and all buttons done up,  when you undo the buttons you have a lapel style collar.

Thanks for the all the helpful comments

[1crystalheaven]

Thanks, will do.