Refunding postage

MXW

Hi,

I have sold a dress on ebay and the buyer has said that she has not received it (it has not yet been missing for 15 days) She has sent a very curt email demanding a full refund including postage and packaging. I have never had to give a refund before and when I have not received items I have only ever received the price of the item bought and not the postage and packaging. Could you please advise me if I have to refund the postage and packaging as well as the cost of the dress.

Many thanks

pinkgem

yes you should do

if you have a proof of posting you can claim it back from the royal mail

Jedster

How did you send the dress, and how did they pay for it?

soolin

Jedster wrote: »

How did you send the dress, and how did they pay for it?

I'm not sure it matters how they paid, if the OP can not prove receipt the buyer should be refunded in full.

MXW

Jedster wrote: »

How did you send the dress, and how did they pay for it?

I sent it 1st class via Royal mail, they paid via paypal.

MXW

pinkgem wrote: »

yes you should do

if you have a proof of posting you can claim it back from the royal mail

Thanks for your reply, how do I go about claiming it from Royal Mail, is there some sort of form to complete?

Many thanks

pinkgem

MXW wrote: »

Thanks for your reply, how do I go about claiming it from Royal Mail, is there some sort of form to complete?

Many thanks

you can get a claim form from the post office, or download from royalmail.com

Kalamaker

Is there delivery confirmation for royal mail? Not familiar with it being from Hawaii, but whenever I sell an item, I always make sure to have delivery confirmation on it.

soolin

Kalamaker wrote: »

Is there delivery confirmation for royal mail? Not familiar with it being from Hawaii, but whenever I sell an item, I always make sure to have delivery confirmation on it.

For Royal Mail you need to pay for an enhanced service to get tracking and that can push the costs up too much on smaller items. For internal Uk mail the cheapest fully tracked service starts at £4.60 for up to 100g. For overseas mail the costs are higher, an additional £4.20 on top of postage for airsure.

Within the UK there is a service for an additional 72p called recorded but that isn't tracked or guaranteed, it just gets a signature on delivery (not necessarily from the buyer) and is an unreliable service as more often than not the item never shows as signed for.

However, for all mail sent from the UK there is an automatic cover for loss of up to £36 as long as you have proof of postage which can be obtained free from the PO.

lee26g

Hi,

I have a buyer wanting a full refund for an item including postage as he does not think it meets the description which is nonsense.

I have offered him a refund excluding p&p and paypal fees aslong as the item is returned in the original condition.

He has now raised a claim with paypal.

All this over a £20 coat, am I right with what I am doing ?

Spider86

lee26g wrote: »

Hi,

I have a buyer wanting a full refund for an item including postage as he does not think it meets the description which is nonsense.

I have offered him a refund excluding p&p and paypal fees aslong as the item is returned in the original condition.

He has now raised a claim with paypal.

All this over a £20 coat, am I right with what I am doing ?

i think you are right to only refund the cost of the item, NOT p&p and i think paypal will probably agree with you on this if the buyer has tried to claim against you. Also i think if you send a refund through paypal, paypal refund the charges for that transaction anyway.