Returns...

They are going to happen, and we all hate them.  But just like our brick and mortar counterparts it's something we have to deal with.  Unfortunately with the nature of ebay some returns are going to be challenging to say the least.  Inevitably you are going to get that buyer that just hits your nerves just right.  So how to deal with them?

Sometimes the best thing you can do is to just be to the point and leave it at that.  Remember, anything you send via ebay messaging the CSR's can read.  Keep it professional.  I have had buyers that try to bait me into sending nasty messages so they can report me to ebay and thus have a better chance of having ebay side with them.  Don't fall for that trap.  Be polite and state your point.  Nothing further should need to be said.

As an example, I had a buyer who wanted to return a pair of shoes because they did not fit.  I said, sure and gave them the mailing address.  They messaged me back that they didn't think they should have to pay return shipping since the size was obviously wrong, even though the stated size was in the pictures I loaded into the listing.  I messaged back that they were responsible for paying return shipping per my return policy.  They sent another message which I ignored.  I had already stated my position and referenced my policy.  I was all business with my response.  I never got the shoes back.

Of course the other side is when someone opens a case for Item Not As Described.  We all make mistakes, me included, and when I do I own up to them and try to be as gracious to the buyer as I can.  It wasn't their fault and I should be humble in defusing the potential situation.  Now there will also come a time when a case is opened and you did nothing wrong.  Again, handle yourself in a professional manner and be polite.  Some buyers simply don't know how to handle returns so they open a case.  Others are just trying to get out of paying return shipping.  It's not your place to figure out the motive, it's your place to ensure it gets handled properly.

Here is an example.  I had someone buy a dark blue shirt.  I got a notification that a case was opened for it.  the buyer stated they wanted the medium blue shirt in the picture and not the dark blue one he received.  I don't think many buyers fully understand that monitors display colors differently, which was the case with this buyer.  At any rate, I sent him a message stating that the shirt was in fact the one he had ordered, and if he was unhappy with it he could return it for a full refund.  After sending the message I immediately called ebay.  I told them what was going on, and pointed out to them that two times in the listing the shirt was in fact labeled as being dark blue.  Once in the title and once in the description.  They looked at my response and told me I handled it correctly.  Within the hour the buyer closed the case.  Ebay apparently contacted them to point out the error of their ways!

I have had instances where I should have gotten a negative because I royally screwed up, but because I was prompt in responding, polite and accepted the blame, I got positive feedback.  Ultimately that is your goal.  If you treat the buyers the way you expect to be treated then there should never be an instance where you had cause to be nasty to a buyer.

Keep it polite, professional and to the point.  Shrug off the negatives and stay focused.  Your sanity will thank you, and so will your wallet!