What are my rights when it comes to refunding a buyer?

heybigsaver_2

An item I sent has been lost in the post, I offered the buyer a refund, and ever since she has sent me rude messages (over a short period of time!) demanding her refund, saving how I'm testing her patience etc....So I got mad and decided not to refund her, because I was only doing it to be nice.

She has now said to me ''You HAVE to give me a refund according to Paypal, now we can do this the easy way or the hard way''

I know this is stubborn, but it has made me really angry, as it was less than a DAY ago I offered a refund...and I've received five nasty emails during this time...and not one thank you!!

So do I have to refund her...she paid for 2nd class postage, so I have no proof....I may be able to find a receipt but it doesn't have her address written on it.

What can I do?

Sugar_Coated_Owl

I would forward the nasty emails from her to eBay.

As the item was sent 2nd class I'm assuming the item only had a value of up to £32. You should have been given a certificate of posting. Refund the buyer and then claim from the Royal Mail after 15 working days have passed.

dc1pop

As far as im aware not much. You have no proof it has arrived if the buyer was to file a claim via PayPal they will ask you for proof that the item was sent which it seems like you cannot produce and i doubt a reciept for a stamp will go with PayPal as the recommened recorded delivery or another signed for form of delivery.

Also as the seller your under contract to get the items to the buyer. So even if it was sent recorded you'd have to refund then take the issue up with Royal Mail yourself.

Regardless of their attitude toards you like i said if they file a claim you will most likley lose so id save the agro of that and be done of it.

Sorry to hear about your misfortune.

hjb123

I agree with the previous poster - you are best refunding the buyer then claiming through Royal Mail. If the buyer opens a dispute with paypal then they are likely to win unless you are able to prove that it was delivered, however they have been sending these emails so forward them to paypal/ebay. Was the item valuable? Whats the buyers feedback like?

heybigsaver_2

Could I delete my paypal account and start up a new one?

heybigsaver_2

The item was only £3....I told them not to panic about it as I was dealing with it...I got a message back saying ''IT WAS £3.16 ACTUALLY!!!!''

Obviously £3 is nothing...I have NO problem refunding, but she has really wound me up and I'm thinking...errr why should I??

The buyer has 100% feedback, with over 150...I also have 100% and 80altogether.

hjb123

I think that is possible - check out the help page on paypal and you can have multiple accounts - so I guess you would be able to delete your current account and reopen another.

Is it worth all the hassle for the £3?

When was the item sent?

Can I have multiple PayPal accounts?

Yes. PayPal members may have one Personal account and one Premier or Business account. You can add additional email addresses, credit cards, debit cards and bank accounts to your Personal, Premier or Business account. However, each account must have its own email address and financial information. If you only need one account, you can also upgrade from a Personal account

Sugar_Coated_Owl

Why would you want to do that?

frivolous_fay

If paypal force a refund, you will be charged extra for the privilege

MyUserNamesTaken

You have to refund her, as it is your responsibility, as the seller, to make sure the item ends up in her hands. If it's been lost in the post, it's your job to claim from RM. It's also your responsibility, as the seller, to take out adequate insurance for the item whilst in transit. If you wanted to insure it, you should have indicated a postage charge that would cover the cost, rather than give the buyer the option. The buyer is quite right that she is entitled to a refund. She could have been a little more polite, however.

Incidentally, if you offered a refund from the start, why has the buyer not yet received it? If you did it through paypal, it would have been with the buyer straight away.

heybigsaver_2

I'm not one for just giving in...Some of the emails I've had were really abusive and nasty..and there was no need of it, every email makes me even more annoyed, when it comes to refunding her, I'm thinking, why should I?