SNAD refund help (seller)

Crowqueen

chancesare wrote: »

The buyer has 45 days from date of purchase to file a claim, but as a seller, you should be doing all you can to avoid a claim as they dent your seller status.

When the item is returned, you must refund the entire original payment. It is up to you if you chose to reimburse the returns postage - but you should if it is faulty, (if you are a business seller you should have this info on your listings, clearly giving details on who pays). Or chose not to have the item returned. But that is your decision and not one Paypal can force.

Just to clarify, on faulty goods business sellers have to refund return postage on faulty or not-as-described items; writing in terms and conditions only applies to returns on goods that aren't faulty.

OP - it's reasonable, if it's your mistake, to refund return postage as well. Buyers shouldn't really be out of pocket, and you shouldn't really demand a buyer returns an item tracked if you didn't send it out tracked and intend to honour the refund without being forced to by Paypal.

That makes it not worth the buyer's while, so not surprised they are upset.

mikey72

kurgon wrote: »

mikey72 - I have no idea what you are saying. The postage being discussed is the cost to return the item to the seller.

You need to read up on paypal.

Crowqueen

By the way, Kurgon, I would never say that to a buyer: (a) RD doesn't insure the item properly anyway, so it's not less likely to turn up at your end than if it's posted normal post; and (b) if you really meant that you wouldn't refund if it wasn't sent back recorded because how could you prove you received it, I would neg good and hard, trash your DSRs and file a dispute. I may not get all my money back, I may be left out of pocket, but it would make it ten times worse for you as it would threaten your seller performance more significantly than if you agreed to a refund with return postage in the first place.

I think it's really unfair to treat a buyer that way over something you sold them that doesn't work.

mikey72

Crowqueen wrote: »

By the way, Kurgon, I would never say that to a buyer: (a) RD doesn't insure the item properly anyway, so it's not less likely to turn up at your end than if it's posted normal post; and (b) if you really meant that you wouldn't refund if it wasn't sent back recorded because how could you prove you received it, I would neg good and hard, trash your DSRs and file a dispute. I may not get all my money back, I may be left out of pocket, but it would make it ten times worse for you as it would threaten your seller performance more significantly than if you agreed to a refund with return postage in the first place.

I think it's really unfair to treat a buyer that way over something you sold them that doesn't work.

This is why ebay has to be seen to show ebay is safe for buyers, and why they improved the buyer protection to an acceptable level.

macfly

And just to clarify - this is a private seller, not business, clearly stated.
Why would he not do an INR if he's a scammer? Because disputes are recorded by both ebay and paypal and could flag your account as a problem. If he's doing it fairly often, he won't want to go through the process.
What I always do for relatively cheap items is ask for them to be returned the cheapest way, with the sender getting proof of postage. If it goes missing, on receipt of the POF, I refund the lot and make the claim myself.

kurgon

mikey72 wrote: »

You need to read up on paypal.

You need to read the post!!!!!!!!!!!!!!!!!!!!!!!!!

Crowqueen

mikey72 wrote: »

This is why ebay has to be seen to show ebay is safe for buyers, and why they improved the buyer protection to an acceptable level.

Good - just the way it should be.

Crowqueen

macfly wrote: »

And just to clarify - this is a private seller, not business, clearly stated.
Why would he not do an INR if he's a scammer? Because disputes are recorded by both ebay and paypal and could flag your account as a problem. If he's doing it fairly often, he won't want to go through the process.
What I always do for relatively cheap items is ask for them to be returned the cheapest way, with the sender getting proof of postage. If it goes missing, on receipt of the POF, I refund the lot and make the claim myself.

That sounds reasonable.

As a private seller, you are not forced to refund return postage, but it's become accepted to do so as it means a buyer, inconvenienced by something that's ultimately your responsibility to check as a seller, is not out of pocket.

If the buyer just doesn't like the item, then you are not obliged to refund return postage, but I just put a blanket 14-day no quibble return policy with return postage included, because (a) I've never yet had to honour it, and (b) it makes people more likely to contact you if they have a problem rather than go straight to dispute.

In my entire eBay career, I've never had a dispute raised against me.

terra_ferma

Crowqueen wrote: »

If the buyer just doesn't like the item, then you are not obliged to refund return postage, but I just put a blanket 14-day no quibble return policy with return postage included, because (a) I've never yet had to honour it, and (b) it makes people more likely to contact you if they have a problem rather than go straight to dispute.

In my entire eBay career, I've never had a dispute raised against me.

I soooooooooooooo agree!
All the fuss in this post because someone dares to complain about an item the have received.
Obviously us sellers only send out items in perfect conditions, never make mistakes, and have absolute faith in Royal Mail to deliver them in perfect condition!

Ebay should permanently ban any buyer who dares to disagree and demands not to be worse off by having to pay return postage.

CQ I have the same policy, the only point I don't agree is about asking to send with tracked method. That's what PayPal/ebay would state and the last thing I want is an argument because I have not received what they sent and they don't believe me. This doesn't mean I would scam if they don't do it.
But if I've made a mistake, or item is SNAD that would be on me anyway.

pinkshoes

Why is it not as described?? I'm thinking perhaps they watched it and want to send it back?!

Personally I'd just tell them to send it back normal postage (not recorded), and you'll give them a (full) refund when you get it back. What's the 25p for though?