Chargeback question

Cat72

Hi all
Just a quickie question on chargebacks if a buyer claims a chargeback for item significantily different do you have to refund the postage charge ?
I have a buyer who wants me to refund postage both for her returning an item and the postage she paid.She claims the item is an inch shorter than stated ( 120cm ) !
She only paid £14.99 for it ( while in the shops it would cost £25.00 ) but as it is heavy postage is £9.99 each way. I told her no- that if she was not happy i would refund for the item and not the postage.
So now she would have to go for a chargeback for item significantily different - so does the postage need to be refunded to if she won.?
Thanks

soolin

If she wins the chargeback (and she won't automatically win as item not as described is a difficult one), then she will be expected to return the item to you at her own cost. However you will have to refund the full amount paid in the first place, ie item cost and post and packing.

Soo

an0key

If the buyer paid with a Visa, then they would have to pay for the return to you and have proof that you received it back. However if they paid by a MasterCard, it is up to you to arrange for the pick up of the item, and pay for any charges attached.

In either case, they will have the right to claim the initial postage as well as the price of the item.

To prove that they have received an item that isn't as described... all they need is an "independent" report stating what they have received, so they could get a friend to write a letter stating it is an inch short, and the chargeback would be valid.

Sorry it's not really going to help from you POV...