Buyer returning faulty item

Magpie27

I'm a business seller on Ebay seller bags, I've had some contact me to say that the bag is damaged and wants to return. This is fine as the bags I get can sometimes be damaged and I do try to check them carefully but I must of missed this. I'm obviously going to refund them their money but they have also asked for me to refund their postage cost to send it back to me. They have sent it recorded so slightly more expensive than the 2nd class post which I used to send it to them. Do I have to credit them the postage charge because the item was faulty and if not should I to afford and neg feedback. We are only talking about £4.00 so not a big deal really just wanted somebody elses point of view!

Crowqueen

If you are a business seller then you quite often have no choice but to reimburse someone for return postage.

If the bag was sold as a buy-it-now then it falls under the Distance Selling Regulations, where you must refund return postage on faulty items. If not, it's still a good idea to do so.

The law is not clear on whether you owe the buyer the full cost of recorded or just the cheapest element, but since a lot of buyers now return recorded so they have proof of delivery if it goes to a Paypal dispute, in the interests of goodwill, you should refund the lot. There is someone who argues otherwise on the official forums, but I personally would stand that cost if it came to it.

Magpie27

It was BIN so I will need to refund the return postage. I have into my return case to refund them but Paypal won't let me refund more than the original amount Can I refund the full amount and then go back in and refund the postage??

Crowqueen

Refund them from the original transaction, then send the buyer a gift payment of the rest. That way they don't pay fees on the receipt of money.

Magpie27

All done thanks Crowqueen