Buyer says item not as described, what should I do now?

Savvybunny2009

I hope someone can help me, I have run into my first problem when selling and would be grateful if anyone could advise what I should do now.

I sold a computer game for 99p+postage, I couldn't get a clear photo so I used ebay's stock photo, maybe my first and biggest mistake.

I described the game correctly in the description not realising that the photo was slightly different, there was a sticker on the game saying there were cards included inside. I didn't realise this at the time and my listing did not suggest there would be cards inside.

I understand it is my fault for not noticing the sticker on their stock photo. The buyer wanted the copy in the picture sent to him instead of the copy he received. I have explained that it is ebay's stock photo and not my own. I have offered a refund if he sends the game back.

He has come back asking how much he will get for a refund.

What should I do, should I refund the whole amount and take the loss outside of paypal, ask him to go through paypal for a refund? I have never been in this position before

Any advice greatly received.

pompeyfaith

It's only 99p plus postage which cant of been that much for a pc game so just refund him what he has paid then relist the product correctly

For such a low cost item it is far better to keep your feedback in good order as that will be needed for future sales.

soolin

You will need to refund his original payment in full and should also offer to pay the return postage.

However in view of the costs involved in returning, It would probably be easier to refundhis original payment and just tell him to keep the game with your apologies.

When you refund the original paypal payment your fees in paypal are written off as well. Then by offering to let buyer keep the game he will be in a good mood so you can try a full cancellation request to recover your 9p ebay fees.

terra_ferma

We all make mistakes, unfortunately you will end up out of pocket.
I too would refund, apologise profusely, hoping to get good fb...

CouponWoman

When you get the item back refund via the paypal payment refund button so that you don't lose your paypal fees on the sale. You can ask the buyer to cancel the sale via ebay then if you wish but it might not be worth the bother.

The buyer can leave feedback even if you get them to agree to cancel the sale so be extra nice to them and hope to avoid a negative.

good luck

Savvybunny2009

Hi everone, thanks for the advice. The buyer has decided they would like a partial refund and to cancel the auction. Could someone explain in simple terms how I do this? I have never had to do a partial refund or cancel and auction so any advice how to I would be very grateful x

jennypdolphin

If it is only a partial then the auction still stands so shouldnt be cancelled? in my opinion anyway. I think if you go into the original transaction in paypal yyou can do a partial refund but someone more knowledgable will be along soon x

appleblossom

Thats correct on both points - he cannot have a partial refund and have the auction cancelled (and why would he want it cancelled anyway?) - if you have agreed to the amount you are going to refund, go into the original paypal transaction and you can issue him a partial refund. - your paypal fees are proportioned to take into account the refund so you do not lose out.

chancesare_2

Log into paypal and close to the amount the buyer paid is a refund click. Click that, then be doubly sure you enter the correct amount - cannot tell you how many times I have hit return and refunded the full amount! The proportion of paypal fees you were charged on the refund will automatically be adjusted. The ebay fees still stand.

nellytheelephant

chancesare wrote: »

The proportion of paypal fees you were charged on the refund will automatically be adjusted. The ebay fees still stand.

I made a refund through Paypal about a week or so ago, my eBay fees were automatically refunded also.

chancesare_2

nellytheelephant wrote: »

I made a refund through Paypal about a week or so ago, my eBay fees were automatically refunded also.

Ebay fees are only refunded if they are requested via the resolution centre. Not as a matter of course, unlike Paypal and not automatically.

In this situation I said 'Ebay fees still stand' as the seller is not entitled to cancel the transaction.