Help with returns issue please

Strapped

Hi, I've been selling bits and bobs on eBay for a while, but recently decided to trade / become a business seller. In doing so, I have met my first return & would like some help please.

The issue is that I sold a brand new item but the buyer has returned it used (disgustingly so - and it is an item that has virtually no second hand value). If I refuse to refund, and the buyer goes to PayPal will they win? Also, they only sent it back via normal post, not recorded, so would I stand a better chance of "winning" if I said I didn't receive it, rather than that it had been used? (Presumably they will have a proof of posting, but would that be enough to win a PayPal dispute, or would they need proof of delivery of the returned item?)

Your advise would be gratefully appreciated. Unfortunately I'm pretty sure that I have a neg coming either way but would like not to be screwed over for the £s too.

alfiesmum

If they've returned it not as described through a Paypal dispute, then Paypal require a tracking number from the buyer to prove it has been returned to you.
I try to be a bit detatched from things as a business seller, and just refund where I can really. And then move on. If we're talking a lot of money I'd have no option but to stand my ground however!
It's worth putting in your return policy something like 'please return in condition received, with original packaging' or something like that maybe.

alfiesmum
xx

Strapped

Thanks, yes I have in my return policy that items must be in their original condition, and returned via a signed for service.

amcluesent

>Also, they only sent it back via normal post, not recorded, so would I stand a better chance of "winning" if I said I didn't receive it<

I thought you win by default if the buyer can't prove the item was returned back to you by a trackable service? Serves them right!

Strapped

I'm having a moral dilema with it though - whether to lower myself to their level, or do as alfiesmum suggests, just refund and move on knowing I "did the right thing". Hmmmm. :think:

Premier_2

amcluesent wrote: »

>Also, they only sent it back via normal post, not recorded, so would I stand a better chance of "winning" if I said I didn't receive it<

I thought you win by default if the buyer can't prove the item was returned back to you by a trackable service? Serves them right!

If the OP has stated in the dispute that the item was returned, albeit in a used condition, then I'm not sure paypal will insist on a tracking number.

Even if they do, and so refund the buyer, expect the buyer to sue the seller in court (I know I would!)

Despite the desire to do otherwise, the seller hould act honestly & truthfully. The OP has had the item returned in a condition not as originally sent. Paypal will decide and if that decision is not what the OP thinks is right, fair & legal, they should consider taking their own legal action against the buyer.

As a business, you really need to understand you can't please all the people all the time and should expect the odd complaint. Whether its worthwhile pursuing thsoe complaints into court is only a decision you can make; many people will have built in some provision into their business plan for lost or returned items.

Strapped

Well, I decided to issue a full refund (done with gritted teeth this afternoon lol) and put it down to experience. I will also revisit my pricing to allow for a certain level of returns. Can I ask experienced sellers what level they budget for?

Also, premier I was surprised to see that you would "sue the seller in court" - really? :eek:

cyberbob

Premier wrote: »

Even if they do, and so refund the buyer, expect the buyer to sue the seller in court (I know I would!)

It would probably cost you more than you would gain

Premier_2

Strapped wrote: »

...Also, premier I was surprised to see that you would "sue the seller in court" - really? :eek:

Yes, I wouldn't think twice about it. (Edit: although that was a typo! It was supposed to say 'see' not 'sue' - but same difference)
It seems several ebayers that are so quick to fall out with me over their scams are great keyboard warriers ... but become rather more timid when they suddenly find a county court summons on their mat.

cyberbob wrote: »

It would probably cost you more than you would gain

If I win (and I wouldn't claim unless I thought I would), then costs are normally awarded to the winning party

However, very few cases get to court nowadays ... the scammers know it'll end up costing substantially more so usually settle in full out of court (including all fees to date).

Strapped

Fair enough, if that's your experience.

In this case, I can't see how the buyer would win in court though, with proof of postage but no proof of delivery of the returned item. Moot point though, as I have now refunded anyway.

amcluesent

>. Can I ask experienced sellers what level they budget for?<

5%-8% would seem to be appropriate to write-off as cost of doing business. Of course, if you're a business seller than can be offset against tax