Returns query

pinkgem

i know business sellers have to accept returns for 14 days but what do we actually have to state in our listings regarding returns? do we have to tick that we accept returns in the additional information sections? as it already says we have to accept returns for 14 days so why does additional info need to be supplied? and why does it give the option for 7 days if we have to accept returns for 14 days?

i'm asking because i have seen a lot of business sellers that don't have a returns policy stated in their listing, even though as a business seller they do have to accept returns for 14 days.

i basically just want to do the minimum i have to do regarding accepting returns and don't want to state in all auctions that i accept returns for 14 days, if it is not necessary to actually put that in all auctions.

also if someone returns something due to item not fitting and wants an exchange in a different size can i ask them for the postage again? or do i have to pay to send the 2nd item to them?

steviebabes

As far as I am aware you only have to offer returns if you are selling on buy now. Auctions are not covered by the distance selling regs. but you could offer a watered down version as a sign of good faith. If you are a business seller I think you have to tick the returns accepted box but you can then state your terms and conditions for auction items.

pinkgem

i am a business seller, i only have buy it now or buy it now with best offer listings.

i know i have to accept returns for 14 days. i just want to know what is the minimum i have to state in the listing regarding returns because i have seen lots of other business sellers with buy it now listings who do not tick that they accept returns for 14 days, even though i'm sure that they are fully aware that they have to.

steviebabes

I think they are breaking the ebay T&C's then and I would not buy from a seller who does not keep to the rules. I usually put 'Item must be returned in original packaging including all accessories within 14 days of receipt. After inspection a full refund will be offered.' I would also offer return postage if the item is faulty or not as described but you can put all this on your About Me page or T&C's page if you have a shop.

Hintza

I think you are entering a minefield. I presume you are mainly talking about clothes? I think if you are selling new stuff then you really have to offer a fairly comprhensive returns policy as per DSR regardless of whether it is an auction or not (I mainly say this from a good business practice and avoiding unnecessary negs etc).

I have not really sold in this area much but you will probably have to build in a bit of margin for returns.

I think you are approaching it from the direction. I would offer comprehensive returns policy being as upfront as you can and make it as prominent as possible. You should also cover the sizing as accurately as possible adding in your own measurements as necessary. Also state all items are individually inspected before posting. With this in place hopefully your prices will go up and you will cut down on problems.

pinkgem

i sell new stuff, not clothes, all are buy it now listings.

at the moment i have ticked that i accept returns within 14 days. i currently have 2 people wanting to return items. 1 who does not like the item and wants a refund and 2nd one wants me to exchange for another size.

1st one is no problem they can have a refund on receipt of item in original condition, but do i have to pay to send the 2nd item to the person who wants a different size or should i request p&p again?

Hintza

pinkgem wrote: »

1st one is no problem they can have a refund on receipt of item in original condition, but do i have to pay to send the 2nd item to the person who wants a different size or should i request p&p again?

I think the question is are they being reasonable? Is there any doubt over the sizing? You should know for example whether it is say a tight 12 and perhaps should be labeled as such (not sur if i have explained that right but you get my drift)

I have a friend who's wife reckons she is a 12 and one look at her would say......you must be joking your nearer a 16! These sort of customers are just a mightmare and you really will have to play that by ear. I'm sure there are better qualified folk on here to offer rhe appropriate advice in such circumstances.

pinkgem

i won't start a new thread as my below problem is related to returns and is the result of the above mentioned "person who did not like the item and wants to return"

i have just received the "brand new with tags" pair of shoes back, due to them not being liked by the buyer.

the 2 tags are no longer attached. the manufacturers tag has been removed as has my big red triangular tag stating "if you wish to return this product, please do so in an unused condition, with this label still attached" they are also dusty on the bottom and have dog hair on them.

in my opinion they have clearly been worn before being returned and they can no longer be re-sold as brand new with tags.

i was going to send this message, what do you think?

"hi, i have received the shoes back today but both sets of tags have been removed - the manufacturers tag and my red tag that says "if you wish to return this product, please do so in an unused condition, with this label still attached" they are also dusty on the bottom as if they have been worn outside and they have dog hair on them. they have not been received back in an unused condition with the tags attached and therefore can't be re-sold as new with tags."

but i don't know what to put on the end of the message. i would like to add "therefore i am unable to refund, i will send you an invoice for postage and once paid i will return them to you"

but obviously i have concerns about feedback. also paypal dispute, as they could claim item not received since it was just sent 1st class. i don't think they would do an item not as described because they are exactly as described and they wanted to return them because they didn't like them, but who knows.

i don't want major hassle from this but i also don't like people taking the mickey.

you can't buy something from a shop or an online retailer, wear it, then return in an obviously worn condition, with tags detached and expect a full refund.

what would you do?

pinkgem

well i sent the above message, and didn't add anything on to the end, i just thought i would leave it at that.

i have had a reply from the buyer, fortunately he is not disputing the fact that they have been worn and tags removed. his reply "So does this mean that you are going to send them back to me?"

i don't know if that means he wants them sent back or that he doesn't want them sent back though.

obviously i will send them back as they are his property now, but i believe he should pay for the postage as i have already paid to send them to him once and the postage i charged does not cover the cost of sending them twice. i am not quite sure how to approach the subject of payment though. what a pain.

any advice woud be greatful.

emweaver

Has he refunded you?

pinkgem

emweaver wrote: »

Has he refunded you?

i'm the seller. it was my buyer who wanted a refund after removing tags and wearing the item.

i explained that i could not refund for items that were not returned in their original condition.

he has sent me the postage costs to return them to him, and hopefully that will be the end of the matter.