EBay Seller Questions

vicki1986_2

Hi.
I am an EBay business seller.

I sold an item 02/03/2011, disptached 03/03/2011 and had 6-8 working days for delivery(the 14th being 8 working days). My buyer contacted me on the 7th stating that the delivery hadn't arrived, she has had to go and purchase the item locally (which isn't actually possible) and she wants an immediate refund with her giving a promise to post the item 'if' it arrives (in buyers words).

I refused refund until today and have now offered partial refund as item is still not delivered (didn't send it recorded so this is based on buyers word). Am I wrong to offer only a partial refund until the Royal Mails 15 working days delivery window?
More so considering she originally contacted us wanting to return the item and now it has changed to a delivery dispute?!

The buyer is threatening low feedback and keeps saying she will open a case against us unless I fully refund and will not negotiate whatsoever but I cannot see how it can be fair for the buyer to receive a full refund when there is no guarantee that they will return the item when she receives it(if she hasn't already!)

Sorry if it is confusing!!

Thanks for any help given.

Snakeeyes21

I always refund in full after 7 days if an item hasnt arrived, and when ive had problems its always been to a similar time scale, realisticly if something hasnt been delivered in 7 days then it really isnt going to be delivered.

you cant just do a partial refund just because royal mail says an item isnt classified as missing for 3 weeks

hermum

When she opens an INR with Paypal you will have to refund in full inc p&p. Best to do it now & hope that she doesn't knock your stars. You can then clain from RM.
It sounds as though this is never going to arrive according to your buyer.

mikey72

If they haven't received it, they're entitled to a full refund.
But why should the buyer have to return the item if you are going to put in a claim to the RM?
If you get a refund for it, you won't be out of pocket.
If anything, it belongs to the RM afterwards.

macfly

This is a business seller, so you don't get your money back. You get what you paid for the item, no sourcing or other expenses, and still get charged ebay fees.
The 7th was too early to make an INR claim. However making them wait until today is far too long. A partial refund is wrong also.

flimsier

Yep, you should have sent it recorded or refund them in full.

terra_ferma

macfly wrote: »

This is a business seller, so you don't get your money back. You get what you paid for the item, no sourcing or other expenses, and still get charged ebay fees.

Is that what you got when you claimed?
A couple of people posted about receiving the full amount. I've been following this particular issue very closely so if you have a different experience it would be useful to know.

terra_ferma

flimsier wrote: »

Yep, you should have sent it recorded or refund them in full.

Maybe you meant:
You should have sent it recorded, and providing that tracking worked, and that the buyer was lying and had actually received the item, you would have not needed to refund.

Sending recorded, special delivery etc doesn't make any difference if the item is not received.

mikey72

macfly wrote: »

This is a business seller, so you don't get your money back. You get what you paid for the item, no sourcing or other expenses, and still get charged ebay fees.
The 7th was too early to make an INR claim. However making them wait until today is far too long. A partial refund is wrong also.

Always going to be a sticking point.
But that's the contract you take out when you post with the RM.
It doesn't mean title of the refunded goods remains with the seller, even if you don't think the low refund was unfair.
But it doesn't mean it goes to the buyer.
As the compensation has been paid, it does seem more likely it goes to the RM though.
Maybe we'll see an ebay seller set up by them, re-selling all the items lost in the post, that show up later!

flimsier

terra_ferma wrote: »

Maybe you meant:
You should have sent it recorded, and providing that tracking worked, and that the buyer was lying and had actually received the item, you would have not needed to refund.

Sending recorded, special delivery etc doesn't make any difference if the item is not received.

Maybe I did and didn't feel the need to be pedantic and explain every point in nauseating nerdy detail to a fellow adult.

Nor did I feel the need to patronise someone by explaining what they said.

terra_ferma

flimsier wrote: »

Maybe I did and didn't feel the need to be pedantic and explain every point in nauseating nerdy detail to a fellow adult.

Nor did I feel the need to patronise someone by explaining what they said.

:rotfl::rotfl::rotfl:
Since when writing a proper sentence to explain a point has become 'nerdy'?
it's not about being pedantic, the OP came here asking for help and you gave wrong and confusing information, you may know it all in your head but nobody can read your mind here