Customer hasn't returned item yet

[SemiPreciousGarnetts]

I'm not sure how to handle this situation.

A customer received a package from me on January 16th, 3 days later they contacted me saying they needed to return the item because it did not fit him. My policies and every listing in my shop says that I do not accept returns on items that don't fit because I measure all the items to guarantee they will fit. I made the decision to allow him to return the piece but he still hasn't returned it.

I contacted him 3 days ago asking if he was still returning the item and he said yes he will give me the tracking number right away but I have not received anything from him. It has now been 11 days that he has had the item and my policies say returns must be sent within 5 days of it being delivered to their house.

I don't want to bug him because I understand people are busy and these things happen but I need to know whether or not this package is ever coming! Should I keep contacting him? Should I tell him that my policies are there for a reason and that he is no longer eligible to return the item? Or should I just sit twiddling my thumbs waiting for a package that might never arrive?

I would love to hear from Etsy admin on this!

[Former_Member]

I think often customers do not realise that we are not running big companies here, and also have other lives to lead.

Because you have given in and offered to have it returned (I probably would've done the same thing, just to keep the customer happy), I think you now need to give him a cut off date. Maybe say politely that if you haven't received it within x days (however long the shipping would take) then you will not refund the item and as your policies state you would not normally agree to this.

Good luck, I hope it goes well for you. :)

[Former_Member]

I would contact him one more time that if he does not ship it back by X date you will not accept a return and there is no refund.

[TLCLyn]

Hi Margaret....

I'm agreeing with Annyse and PBC. I'd reach out one more time and provide a time limit to honor the return. If he still doesn't return the item, I'd consider the matter in his court (closed) and move on. You've done all you can at that point.

[heartsabustin]

Just don't refund him anything until you see the product back in your hands. And yes, I'd contact him one more time, saying if you don't have a tracking number by, say, Thursday or Friday, you will not accept the return.

Then if he doesn't send it within the time frame, but does so afterwards, simply refuse the package when you receive it, and you won't have to pay to ship it back to him.

[Former_Member]

I am with the others on this as I was thinking the exact same thing as I was reading your post. You had no reason to suspect he would take a long time to return the item once you offered to refund upon return, so you had no reason to give him a certain cutoff. But, now you do. I would e-mail him only one more time. Maybe try to catch him on etsy convo and his normal e-mail just so you cover all of your bases. And, I would tell him that you are only able to accept the item for refund if he returns the item by [insert date here]. Or at least tell him you need proof showing it has been shipped by X date (in case USPS takes longer than expected). I would say giving him a date in the first week of February would be more than fair since it has already been 11 days. There is no reason he can't mail it out in that time frame. Hope you get a response.

P.S. I would make it clear to him that if he does not return it to you by that date, than he will no longer be eligible for a refund. And, I would keep the conversations for proof in case he submits a case later on. But, hopefully, it doesn't come to that.

[Squidbrains]

You are not in the wrong with this guy. I would be frustrated to be honest because I think sometimes people feign ignorance to get their way with returns. I've seen it happen so much from working customer service! Just be polite but firm with the date he needs to ship out. It's costing you time and money worrying over this issue :(

[SemiPreciousGarnetts]

Thanks so much for all your help everyone. So heres an update:

Surprise surprise guess what showed up on my door step this afternoon? Yes, the item has been returned. Now I have a follow up question:

I tell all my customers that if they would like to make a return, the shipping cost is their responsibility both ways. When I make the refund through PayPal do I just refund them the price for the item itself? Does this affect the cancellation process with Etsy? I don't think I should be out $13

[CatherineMarissa]

In this situation, I do a partial refund through Paypal. I'm not sure how the process work with Etsy's direct checkout.

[PiecesofMeCardsnMore]

When you go to cancel on Etsy it'll ask if you refunded. Just say yes and continue with the cancellation process. I don't think the refund amount will have any affect on the cancelled transaction. It takes a few days for Etsy to credit your account for the transaction fees so be patient.