When a buyer returns something because it doesn't fit or they just don't like/want it do you pay for shipping either way?
I had a buyer return a clothing item because it didn't fit. I had measurements in the listing. She paid return shipping and when I received it I refunded her the cost of the item $29.99. I did not return the cost of the original shipping. She questioned that. Said we should each pay shipping one way. The cost of doing business. Hmmm. I don't get many returns so I'm questioning myself now. If I make a mistake or don't describe something correctly I eat all of the shipping but that was not the case here. What do you do? I'm hoping I don't get a negative off of this. I'm nervously watching my message box now.
ETA: Thanks for the comments. I agree but I did end up refunding her original shipping. The item she returned was a leather vest with sheepskin (furry) lining. Even though I provided measurements they don't account for the thickness of the inside material. I'm not sure this point how I'm going to account for that in the listing...Anyway she was not happy when I initially explained that I don't return shipping and she pressed her point. I didn't think it was worth making her mad and getting a negative out of it and probably DSRs. I hope now that she gives me positive feedback and stars. Who knows. Hoping for some good karma.
No if it's a buyers remorse or item didn't fit (especially if you put measurements) you are not required to pay shipping either way (provided your return policy says that but I think its the default if I remember correctly). Some things are a cost of doing business....that is not.
ReplyDeleteUnless it is my fault they pay shipping. If they say they don't like the item, that is not my fault and I don't pay return shipping. I have that in my return policy, plus the 20% restocking fee which I may or may not charge. If they are honest and just say they don't like an item I don't charge the restocking fee. If they try to say it's my fault that they don't like it,(ie: it's too short and I had the length in the listing) I charge the restocking fee. Either way ebay does not require you to pay the return shipping, if I am reading the rules right.
ReplyDeleteHave you thought about flipping the vest inside out and measuring across the furry stuff? It should give you a bigger measurement and that may be more accurate than the leather outside measurement. Just a thought...
ReplyDeleteThat's a great idea. I didn't think of that.
DeleteI don't think I would have refunded the shipping. I know you were trying to avoid the neg. feedback. However, I have read enough of your blogs to see that you can go to all these extremes to appease and the buyer can still ding you with neg feedback and low stars. And then you're out the $$ too. Ain't I just Miss Positive??
ReplyDeleteSorry, but I have read it too many times. I think I would have tended to NOT refund the shipping.
I don't get very many returns or complaints so I felt like it was worth it to appease this one buyer.
DeleteI don't pay return shipping for buyer's remorse.
ReplyDeleteWe give FULL refunds no matter what the reason for the return and we do consider it the cost of doing business. Your more likely to get repeat business from customers who know your going to take care of them. I understand what the other commenters here are saying however we do enough volume that a few returns here and there don't amount to much of our bottom line anyway so why not keep your customer happy and coming back?
ReplyDeletedo you pay shipping both ways?
DeleteWe let the customer pay for return shipping unless they are complaining we did not describe something correctly which has happened only once in the last year. Ebay gives buyers discounted cost on return shipping so its usually not much to return something.
ReplyDeleteI wouldn't pay the cost of return shipping, but I do refund the original shipping cost. Returns are few and far between, and it seems an easy way to keep the peace, which is worth it to me.
ReplyDelete