ebay return request?

ANNA

I've had a purchase and payment a week ago. Now I got a return request from my buyer, claiming her child made the purchase in error.

Please advise.

soolin

ANNA said:

I've had a purchase and payment a week ago. Now I got a return request from my buyer, claiming her child made the purchase in error.

Please advise.

Are you a private seller , do you have returns enabled and was this via eBay messages or is there a proper return request open? 

tightauldgit

ANNA said:

I've had a purchase and payment a week ago. Now I got a return request from my buyer, claiming her child made the purchase in error.

Please advise.

If you're a private seller then there's no need to provide change of mind/bought in error refunds. Whether you choose to offer anything is up to you.  

soolin

tightauldgit said:

ANNA said:

I've had a purchase and payment a week ago. Now I got a return request from my buyer, claiming her child made the purchase in error.

Please advise.

If you're a private seller then there's no need to provide change of mind/bought in error refunds. Whether you choose to offer anything is up to you.  

It would depend what their settings say, which is why I asked. If they have change of mind returns enabled then they would have to accept this return. I am also always concerned in cases like this to find out whether a request has been opened, if not I would be concerned now about a fake SNAD claim going in, which anecdotally does happen on occasions where a private seller doesn’t have change of mind returns enabled. 

ANNA

To clarify, I'm a private seller, with "no returns" selected for this item, because it is a bulky, heavy household item that was a pain to pack.

My buyer has opened a return request, stating it was: purchased by a 13 year old, purchased in error.

I suspect buyer's remorse, as it's an expensive item. I could resell it. I don't want to pay ebay fees twice though. Postage was pricey, and I don't want to be out of pocket.

GrubbyGirl_2

ANNA said:

To clarify, I'm a private seller, with "no returns" selected for this item, because it is a bulky, heavy household item that was a pain to pack.

My buyer has opened a return request, stating it was: purchased by a 13 year old, purchased in error.

I suspect buyer's remorse, as it's an expensive item. I could resell it. I don't want to pay ebay fees twice though. Postage was pricey, and I don't want to be out of pocket.

I think I'd be tempted to call ebay and speak to them directly.  You have no obligation to accept it back as it's not your problem they allowed their child access to their account.  What you don't want is ebay refunding by default.  Talk to them and get them to close the case

soolin

ANNA said:

To clarify, I'm a private seller, with "no returns" selected for this item, because it is a bulky, heavy household item that was a pain to pack.

My buyer has opened a return request, stating it was: purchased by a 13 year old, purchased in error.

I suspect buyer's remorse, as it's an expensive item. I could resell it. I don't want to pay ebay fees twice though. Postage was pricey, and I don't want to be out of pocket.

If you have no returns enabled and this definitely showing as a change of mind return then you should see an option to refuse as you are under no obligation to accept. Buyer will then see the return has been denied, and unfortunately at that point they can leave feedback, but if they leave poor feedback depending on what they actually say eBay might remove it.

pinkshoes

ANNA said:

To clarify, I'm a private seller, with "no returns" selected for this item, because it is a bulky, heavy household item that was a pain to pack.

My buyer has opened a return request, stating it was: purchased by a 13 year old, purchased in error.

I suspect buyer's remorse, as it's an expensive item. I could resell it. I don't want to pay ebay fees twice though. Postage was pricey, and I don't want to be out of pocket.

If you have no returns displayed and selected then you do not have to take it back for a change of mind.

Your options are :

1. decline the return, but as Soolin pointed out they might try and leave negative feedback, but you can just respond to this calmly or even get eBay to remove it. 

2. negotiate with the buyer and say that as a gesture of good will, you will accept the return even though you are not obliged to, but they will need to pay for fully insured return postage. You will, however, have to refund the whole initial amount paid including postage.

soolin

Just one word of warning, ebay give quite short time frames on returns, you can't afford to sit on this and ignore it, you need to deal with the request ASAP.  In fact looking at the FAQs it might be as little as 3 working days, and ebay seem to use Saturday as a working day for some things.

Full details about returns here

How to handle a return request as a seller | eBay