Buyer wants refund before returning item

Crowqueen

I've refunded like this because quite honestly I don't want to pay to get something back that could only really go in the bin. If the item is faulty or broken then you would be expected to pay return postage (though not if it came to dispute; it's one of those things that good sellers do and some sellers are legally obliged to do but eBay and Paypal can't enforce) and you could weigh up how much you trust the buyer and how much you could fix the item, resell it for spares, or what it's worth to you to push the issue.

In my case it cost me £20, but better that than waste their time and my money by making them send it back if I could do nothing with it at my end. That was a lot of money to me and I was tempted to ask the buyer to send it back, but obviously I'd sold them an item that didn't work and me insisting on getting it back would make no material difference whatsoever. They did provide me with information on what had happened, so I'm satisfied it wasn't them just trying it on, but honestly...what could I really do? I won't go into specifics about the item itself or the fault I'd overlooked when selling it, as it wasn't my finest hour, but they had also left positive feedback on receipt before testing it, so I wasn't even being threatened with a neg.

If you handle this well, you could avoid adverse feedback, unless the buyer is simply disappointed in the item and leaves a reasonably factual neg or a neutral. If you handle it badly, or it ends up going to dispute, then bad feedback will be much more likely. Things like this happen because unlike in a big shop you can't see the item before you buy it. The buyer is upset with the item so you need to handle it with care. Your first duty is towards your customers.

For mere disappointment, I'd still say get the item back, but being unreasonable will do more damage than working it out amicably with the buyer.

drc

Even if you refund her the money before she has returned the item (if she returns it), you are still not guaranteed a positive. I would never refund without first having the item back in my possession.

the_lunatic_is_in_my_head

theonlywayisup wrote: »

I completely agree. Even some of the larger companies do not abide by the DSR, but I would doubt any company giving a refund before return (or at least before they have booked a return).

Amazon will but from the last time I had to return something faulty, was told if the goods weren't returned in 30 days they'd charge me for the replacement, that's their advantage of having your card details.

Whilst a buyer may reject goods under the DSR as faulty, the retailer has 30 days to refund and whilst the refund may not be linked to the return the retailer could arrange a collection that week and refund the next and still be within the law.

If the buyer failed to make the goods available for collection they would be breaching their statutory duty and again here is where the big companies have an advantage, if a branded company sends you a letter saying they are taking you to court most would pay up (especially if in the wrong), an eBay seller doesn't have that power of making a valid threat.

bass3k

My advice would be ask for a picture of it to show it is damaged beyond use, if it is then send a refund and just tell them they can bin it. If it looks like it can be fixed ask them to send it back and you'll refund it. If it looks fine or they mess you around then just refuse. That covers all 3 instances then.

jaxjax123

I had this a while ago. I said I'd give a refund if they send the item back, they said they wanted me to pay the return postage too. I just gave them a refund it was only £4.99 they then left neg feedback and called ebay to say they had not recieved the refund too. They even tried to say that Ebay had told them if the refund hadn't been recieved by the following day I'd have to issue another refund.
Obviously they were just on the fiddle. They had the item and a refund I expect they re using the item as we speak or they will be reselling in the future.

Crowqueen

jaxjax123 wrote: »

I had this a while ago. I said I'd give a refund if they send the item back, they said they wanted me to pay the return postage too. I just gave them a refund it was only £4.99 they then left neg feedback and called ebay to say they had not recieved the refund too. They even tried to say that Ebay had told them if the refund hadn't been recieved by the following day I'd have to issue another refund.
Obviously they were just on the fiddle. They had the item and a refund I expect they re using the item as we speak or they will be reselling in the future.

If the refund went back to a card rather than to a Paypal account, then they may not have known where it was, so they may be telling the truth.

As for return postage, if the item has been damaged, then it really should be the done thing to refund that. If you just refund unilaterally without getting it back they are free to do with the item what they want to do with it.

Hammyman

sharonm wrote: »

If only it was that easy. I want to keep my 100% positive Feedback score, lol

So you are prepared to be ripped off just to keep a 100% feedback score?

Mad.

Hammyman

RFW wrote: »

They probably wouldn't but if goods are faulty then they are legally obliged to refund before return or pay for item to be collected.

Is completely and utterly wrong. Do you really need me to tell you why?