accepting a return

angelic84

Hi guys,

I am a business ebayer. Today I have received a message from a buyer stating that the items arrived all tatty and the boxes were broken. I am happy to refund. Do i need to refund postage there and back as they have to send it back to me tracked delivery or this is their own expense. The other question is these items were in perfect condition when they left me and if they are in the state this lady says I will not be able to resell them so would I be able to claim from RM? thanks

mandragora_2

Returns only generally work in the Post Office's favour! Unless you've made any different promises anywhere in your listing, you refund the buyer their initial purchase price and their postage paid to get it to them - they then pay the return postage via a tracked method. Depending on the value of the item, you might want to offer a partial refund and let the buyer keep the item. If you're feeling virtuous, you could offer a full refund without return or offer to pay the return costs yourself, but you're not obliged to.

Paypal will generally tell the buyer to return it tracked at their cost and, on it's return, refund what was paid to you in the first place. Hope this helps!

angelic84

thanks. have offered a partial refund as well, just waiting to hear back from them. Just wasnt sure if I had to refund both lots of postage as they have claimed not as described which i disagree but they are not returning it just because they dont like it.

angelic84

I still havent heard back from this buyer, what do I do? I cannot refund until I have received the items back which I have said but I have since not heard anything from them. What will ebay's point of view be? she has not opened a dispute, just said that they were in bad condition and awaited my response. To which i said they could have a full refund no problem once i received the items back.

mandragora_2

There's nothing more you can do - try not to fret about it - just keep an eye on your messages, and your paypal account too - if she opens a dispute there, you will also get the chance to respond. As long as you communicate clearly, take a consistent line on the fact you want the item returned before any refund will be issued, you won't go far wrong. We've just had real hassle from an Australian buyer who found fault over the tiniest thing, she griped, moaned and complained about it all the way through a paypal dispute, despite being offered a full refund way before she went to paypal. Paypal then agreed with the refund offered - ie, return it to get a full refund. She still wasn't happy, and still tried for more. In the end, she didn't return it, nor did she take up our 'better than paypal' offer of £5 partial refund and keep the item. Her loss, paypal have just closed the dispute and though I might get a red feedback from it, it's not going to break my heart. Bottom line is, if you want a refund, return the item to the seller. That's how Marks and Spencers do it, and it seems to work for them!