Buyer asking for partial refund - what should I do?

bangragal

I sold a number of CDs recently - bought directly from tesco. They arrived unsealed and nowhere on my listing did I say they were sealed.

Have just had an email from a buyer saying the following:

You have advertised this as 'New' yet you have obviously used it for your ipod and then sent it to me. This was to be an xmas present but the person I am giving it to will have the same opinion as me when they open it! If you advertise it as 'New' then it should be wrapped and sealed. You have wasted my time!!!!

I can either return it for a full refund or I will except it as second hand but will only pay £5.00 for it. It's upto you but I will give you until Monday morning to reply with your decision before filing a claim on Paypal.

Obviously this is complete rubbish and I don't want to issue a partial refund as the guy is just trying it on. I do allow returns and am happy for him to return it and I will refund the cost, but obviously need proof of postage - should I ask for recorded delivery or would a proof of postage be sufficient?

thanks

cyberbob

If he files a paypal claim (and wins there is a chance he will not win as new doesn't a;ways mean shrink wrapped)he will be asked to return it tracked for a full refund (not including return postage). I would just ask him to do that.

Also if you have any more listed just add into the listing that they are new but were not supplied in shrink wrap (will hopefully stop anyone else trying it on)

emx5

If you accept that you have mis-described the item and therefore allowing the buyer to return for a full refund, you should refund them the return postage costs if you are a business seller..if you are a private seller, you are not obliged to refund return postage but then you risk a negative feedback. For the sake of a few quid, personally, I would ask him to return it, tracked and re-imburse the posatge as well as refunding the full purchase price. It's good customer service at the end of the day.
When you re-list..be sure to mention the cd is unsealed.!!

bangragal

Thanks for that, personally I don't think I did mis-describe the item, but anyway, I will definitely include information about wrapping in future.

When you say he needs to send it back tracked, does that mean recorded delivery?

cyberbob

emx5 wrote: »

If you accept that you have mis-described the item and therefore allowing the buyer to return for a full refund, you should refund them the return postage costs if you are a business seller..if you are a private seller, you are not obliged to refund return postage but then you risk a negative feedback. For the sake of a few quid, personally, I would ask him to return it, tracked and re-imburse the posatge as well as refunding the full purchase price. It's good customer service at the end of the day.
When you re-list..be sure to mention the cd is unsealed.!!

The argument is wether he has misdescribed. All new CDs are not always sealed.

I would personally not be reimbursing the return postage cost as he has probably just copied the CD for his own collection. Considering the tone of the customers email I would guess your going to get a neg anyway and hey its not the end of the world

emx5

When you say he needs to send it back tracked, does that mean recorded delivery?

For me, I always insist on buyers returning items by Recorded Delivery..it doesn't always mean you will receive it but historically, I haven't had any go missing by insisting buyers use this service.

emx5

I would personally not be reimbursing the return postage cost as he has probably just copied the CD for his own collection

I originaly thought that but the buyer did ask for a partial refund so if he has copied it, why would he want to keep it?
It's down to the seller..a negative feedback and poor dsr's could severely damage there selling status..there call!!

Jakg

They can return it however they like - but unless they can prove it was DELIVERED (not just sent...!) Paypal wont consider it returned, and so they get no refund...

elfen

The only place I see nearly all CD's sealed is HMV, just to stop people nicking them

cyberbob

emx5 wrote: »

I originaly thought that but the buyer did ask for a partial refund so if he has copied it, why would he want to keep it?

Because he gets a partial refund then sells it on himself. So he's made a good profit there

emx5 wrote: »

's down to the seller..a negative feedback and poor dsr's could severely damage there selling status..there call!!

(Why the Exclamation marks? I never said it wasn't there call I just gave my opinion) The OP is a business as he's buying to resell so I doubt his feedback is very low so 1 neg won't kill him neither will one set of poor DSRs. Going on the buyers original email I wouldn't bank on good feedback or DSRs no matter the outcome.