Do you refund postage ?

TornadoTom

I have a buyer who claims she hasn't received an item I sent her.
I sent it before christmas, she has been really patient with the postman.
She's been to the sorting office near her and they can't find the item, she now wants a refund.
I can't find the postage receipt anywhere...so I can't claim back from the post office.

I am going to give her a refund :doh: but, do I have to refund the postage too ?
Is it reasonable to expect to be refunded postage.......she might neg me if I don't. The item was £11 and postage was £5.
Tom

soolin

Yes you refund the lot. It is quite reasonable if , as a buyer, you don't receive an item to get a full refund.

Soo

Kaj

no postage is no refundable. thats my stance anyway

soolin

Kaj wrote:

no postage is no refundable. thats my stance anyway

Unfortunately it isn't paypal's stance.

As a buyer then you'd be happy when an item failed to arrive to only get a partial refund?

Soo

kevinyork

Kaj wrote:

no postage is no refundable. thats my stance anyway

This would not stand up against Paypal or in a County Court claim against you. The customer pays postage to receive a purchase. If it doesnt arrive then that postage fee is also refundable. If as the sender you had the proof of postage you could claim the postage you paid them back from Royal Mail.

starlit_2

kevinyork wrote:

If as the sender you had the proof of postage you could claim the postage you paid them back from Royal Mail.

I've claimed against Royal Mail three or maybe four times for lost or damaged items. They've always refunded the cost of the item, but never the postage cost.
I then pass on the refund that I have received to my customer, so they don't get a refund of postage costs.

Has anyone received a refund of postage costs from Royal Mail?

jayok

For non receipt, a full refund is in order. It is your responsibility to keep your certificate of posting/tracking details do you can claim off RM.

soolin

starlit wrote:

Has anyone received a refund of postage costs from Royal Mail?

I can't see what *your* claim with the RM is to with the buyer?

I'll ask again then, if you ordered something and it didn't arrive would you be happy to get a refund less postage?

On ebay I am primarily a seller which I suppose looks odd with my responses to this question. However I am very mindful of the fact that sellers can only sell as long as buyers are confident enough to use ebay. If some sellers started shortchanging buyers in cases of loss then the buyers will stop buying and we sellers will lose our profits.

Also, this again highlights for me the importance of using paypal at all times. Whilst some sellers may think it acceptable for only partial refunds to be given in cases of loss I will continue to urge all buyers to switch to paypal only so that they can chargeback for a *full* refund.

Soo

dbonbon

starlit wrote:

I've claimed against Royal Mail three or maybe four times for lost or damaged items. They've always refunded the cost of the item, but never the postage cost.
I then pass on the refund that I have received to my customer, so they don't get a refund of postage costs.

Has anyone received a refund of postage costs from Royal Mail?

They absolutely do refund the postage cost.

I can't believe anyone would be happy to pay for an item plus postage, receive nothing and then be happy with a partial refund. This is now bordering on it being the buyers fault/problem.

Come on, don't kid yourselves!

neilwoods

A refund is a refund, not parts of it, but a full refund.

I bet Kaj & starlit dont say on there listings that they will not refund any postage if they return an item.

Wouldnt get any buyers if they knew they wouldnt get the postage refunded should anything go wrong.

TornadoTom

dbonbon wrote:

They absolutely do refund the postage cost.

The Post Office do not refund postage on claims for missing parcels and letters.
I've claimed before and had a big 'set too' with their customer services for not giving back postage costs.
Tom