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Who pays the return shipping costs: the buyer or the seller?
A buyer bought one of my items: an iPhone, but he wants to return it. Since I paid the shipping costs myself, should I or the buyer pay the return shipping costs?
In the item listing I clearly put "returns refused" and besides, it’s the buyer, so it makes sense that he should pay the return shipping costs since he’s the one (the buyer) who wants to return the item?
8 comments
francexpressdeal
Mentor1 year ago@daapp_63
It all depends on the reason for the return. What is it?
daapp_63
OP1 year agoBecause the article I sold doesn't match the photos in my listing, even though that's not the case, and because the item's battery wasn't at 100% but at 86%
francexpressdeal
Mentor1 year ago@daapp_63
in the event of a non-compliant item, you are required to accept the return and it will be at your expense.
Indicating that a return is refused only applies to a change of mind by the buyer.
daapp_63
OP1 year agoYes, but I paid the shipping costs to send the item to the buyer in Italy, so logically it’s the buyer who should pay the return shipping costs since they’re the one who requested a return?
Because how am I supposed to buy a shipping label at the post office if I don’t have the item, so I don’t know its weight or dimensions?
I accepted the return because the item supposedly "does not match the description"
As I said on the listing page for my item, it clearly says in black and white "returns refused" (the buyer is responsible for return shipping costs)
francexpressdeal
Mentor1 year ago@daapp_63
No. In this case, it’s up to you to pay for the return.
as already said: "If the buyer has received an item that does not match the description provided in the listing, or an item that is damaged or defective, they can send it back to you, even if your return policy states that you do not accept returns."
https://www.ebay.fr/help/selling/managing-returns-refunds/handling-return-requests?id=4115
Since your buyer is in Italy, it is obvious that you cannot issue a return label from Italy.
You will therefore need to refund the buyer for the return shipping costs they incurred.
Contact customer service to find out more.
daapp_63
OP1 year ago"If the buyer received an item that does not match the description provided in the listing, or an item that is damaged or defective, they may send it back to you, even if your return policy says you do not accept returns."
The item is neither damaged nor defective
The buyer wants to send it back to me because there are 2 marks on the item (it's a phone) but in the 6th photo of my listing, I took a picture of the phone at the angle where the marks are. Admittedly you have to zoom in to see them, but they are visible if you look closely at the photo
To be honest, I didn't even notice those 2 marks on the phone
koalagris
Mentor1 year agoCoverage of shipping depends solely on the reason for the return.
The question is not whether you agree or not regarding the non-conformity.
Since the buyer, on their side, stated this as the reason for the return, shipping is unquestionably your responsibility, in accordance with eBay's terms of use.
(if the buyer had said they changed their mind in the return request, shipping would have been their responsibility)
francexpressdeal
Mentor1 year ago@daapp_63
You say "The buyer wants to send it back to me because there are 2 marks on the item (it's a phone) but in the 6th photo of my listing, I took a photo of the phone from the angle where the marks are located. Admittedly you have to zoom in to see them, but they are visible if you look closely at the photo"
As a reminder, you sold this phone as new...
Your additional comments in the description + your photo (where you can't see absolutely anything as soon as you zoom in...) won't change the fact that your item is not as described, precisely because of that status.