posted on April 26, 2001 10:54:26 AM
Some of today's threads have made me think that I need a good, consistent Refund Policy that will be fair to both me and my buyers. I think a strict "as is, no refunds" policy is not fair to a Bidder who is buying something online sight unseen. However, to expect a refund after having the item for a month or more is not fair to a Seller.
I'm trying to decide if accepting returns and giving a full refund (for any reason) for a specified time limit after the buyer receives the item would be fair. If so, how much time is reasonable? Should I pay for shipping the item back to me even if the reason for the return is buyer's remorse?
My circumstances are:
a. I'm a small, casual seller and not a high-volume business (still, I want to approach each sale as professionally as I can);
b. I want to be fair to buyers, but I can't afford to be a sap. (I am one, I just can't afford it.)
I'd appreciate hearing your recommendations and suggestions----and, differing opinions are welcome!
posted on April 26, 2001 12:09:22 PM
I can only tell you what I do, but there are many other sellers here w/tons more experience than I have.
I don't state my policy except on my me page where I indicate that if I've made an error in the description, I'm willing to make restitution.
I've had 2 people request refunds because of my errors. One I totally blew, and so gave her the item price plus her shipping back. The other was also my fault, but the error was not as material to the value of the item as with the first one. I made her an offer of a small refund, and she was quite happy.
I wouldn't give a refund for buyer's remorse. Auctions get hot - I just recently got a less than glowing feedback from someone who bid up an item I sell on a regular basis. It usually goes for about $10 and the folks are happy with it. This person (failing to check my other auctions apparently) purchased it for almost twice as much, then complained.
I would also have a problem giving a refund if someone assumes anything about an item. I have my email address clickable in two places in my auctions. When asked questions, I respond as quickly as possible.
So my opinion would be not to give refunds for "any" reason. But if you err, go ahead and make good.
posted on April 26, 2001 12:34:31 PM
I agree with statement above with on difference. I would clearly state that contact was to be made within 3 days of receipt and approval given prior to return.
Most of, but not all of my items are marked with a UV marker so that I can definitely determine that they were mine in the first place. I saved myself a lot of grief when one
of my buyers had evidently planned to swap off a like but damaged piece as one she had bought from me. When I explained that I once I determined that my mark was still in tact..I never heard from her again. Interesting mmmmmmm??
posted on April 26, 2001 05:14:55 PM
If you are a small seller I would refuse to accept returns. But some buyers, will want to return an item and if they know you don't accept returns then they will damage the item on purpose and say it arrived broekn so they can get thier money back.
So it's best to allow refunds. But make the terms difficult. I ususally say 14 days from the close of the auction. So late payers don't really get an opportuntity to return. The other thing you can do is add a restocking fee, usually 15%, plus don't ever refund S/H either way, and don't refund Ebay fee's.
It's also good to have an inflated S/H fee that is non-refundable. So you essentailly pocket the handling part if it is returned.
posted on April 26, 2001 08:00:05 PM
I have always had a no-questions-asked refund policy and said that the buyer had 7 days to notify me of their desire for a refund.
I have probably had less than 10 people want a refund, out of 2000+ items sold. All of them were because they bought a clothing item that didn't fit.
I do not refund shipping or pay for them to ship it, unless it was my error. That has happened a couple of times also, you just have to suck it up in the interest of making the buyer happy and avoiding a NEG.
posted on April 26, 2001 09:02:38 PM
I now have the same, consistant policy. If the high bidder notifies me within 3 days of receipt of item, I will refund bid price only if the item is received in original condition. I don't give a refund until the item is returned because I have had some bidders keep the item and the refund.
I don't refund shipping. I give measurements on clothing items, so I feel it is up to the bidder to check their size. I am a small time seller, not Nordstrom's.
When I refunded shipping both ways I encountered those with buyer's remorse.
