should i refund or not?

Debt_Free_Chick

loopy_lass wrote:

no ive emailed her various links to other items which also state refillable, ive also mailed her links to perfume sites which also state refillable, which is what i based my description on... not heard anything yet... she only has 14 feedback, all positive, so will wait & see, at least if she complains i can say i did contact her to try and resole & forward the emails as proof.

To be honest, links to similar products being sold by others are irrelevant. There might well be two different versions of the same perfume - one refillable and one not. Chanel certainly used to do this.

If you are not absolutely certain that it's refillable, then you should refund as the item could well be "not as described" and then if she complains via eBay, your rating almost certainly will be affected.

But you wait for her to return first. Then you can look at the item more closely and see if it is, indeed, refillable. If it is ... then she either has it back (paying for postage) or you refund anyway and relist it.

You must be sure that the description is 100% accurate when you list, otherwise you'll end up in all sorts of bother.

HTH

Benji

Can I suggest you look at creating a set of returns rules that cover all such occassions. If you are a business, these need to take into account your obligations under the Distance Selling Regulations. As a general guide - you are a business if you buy items specifically to sell at a profit. If you only sell your own items then you're not normally regarded as a business.

My suggestion would be:

Customer wishes to return item because they don't like it:
1) Customer returns item at own cost
2) Once item arrives, Full refund of bid price (but not p&p in either direction)
3) Claim a fvf refund from eBay.

Item Broken or not as described:
1) Customer returns product at own cost
2) If faulty/not as described - refund full payment + return post costs
3) If NOT faulty/as described - refund bid price only
4) Claim a fvf refund from eBay

loopy_lass

ok she been in touch and requested refund as she has confimed not resourcable. All very amenable & ive agreed to refund her fully including posting...

gotta be right with folk i think... thanks for all advice..

loops