Refund for non faulty goods

mr.mobi

Hi all, Im new to selling on eBay and wonder where I stand on this:

I sold some mint condition Oakley sunglasses for approx £200 to a guy who now claims the lenses are loose. Being Oakleys, they are designed to be tightened and adjusted (which can be done easile) so I don't consider this a fault.

He wants a refund, which is probably the quickest way to solve this, however the eBay fees will be around £20 which I want to deduct from his refund as the glasses are not faulty.

Is this a fair compromise?
I dont think its unreasonable to deduct this seeing as how it seems more like buyers remorse than a genuine defect.

Thanks!

theonlywayisup

No it is not a fair compromise.

The buyer should return them to you (via a trackable means) and you will refund their full original payment. And returns post IF they are faulty. Not if they are as you state.

If you have kept the buyer onside, you can request he complete a cancellation so that you get your fees back, but ask him first.

mr.mobi

Thanks for the quick reply - as I said Im quite new; how do I get him to complete a cancellation?

Thanks again!!

theonlywayisup

Send him an email (if you haven't already) which perhaps explains how they can be adjusted. Then assure him that if he isn't happy, to return them to you at address abc123 via tracked and insured method.

Let him know that when they are back you will email him to confirm and then process his full refund.

It is up to you if you want to refund any returns postage, it may be worth it considering you are asking him to help with a cancellation?

Then perhaps something along the lines of....thanks very much for the prompt return, i have refunded your payment of £xxx to paypal and it should be in your account instantly. If there are any problems, do let me know. I have asked ebay to allow the transaction to be cancelled, this will enable them to reimburse my selling fees and in no way affects any other part of the transaction. If you would be so kind as to confirm that when they email you, it will allow me to archive the sale. In the meantime, if I can be of any further help, don't hesitate to get in touch.....

mr.mobi

Thanks very much for that, I have emailed him and asked him to confirm the cancellation request.

hermum

Have you refunded him yet? If not then you may have shot yourself in the foot, ebay advise buyers to only accept a cancellation after they have their full refund.
You need to get the glasses back
Then refund
Then send the mutual.
If you've withdrawn the money from your Paypal account then it can take a few says to get money back in so you will need to wait until the refund has completed.

mr.mobi

So far I have just asked him to send the glasses and accept the cancellation when I send it, not actually done anything yet.

Just out of interest, what happens if he returns the glasses and theyre damaged?

Thanks again.

hermum

If they come back damaged unfortunately you've lost a lot of money, unless it appears to be damage caused by RM, as long as you were covered to post them, you could put in a claim with RM.
Have you explained to the buyer about tightening them?

mr.mobi

I offered to buy a tool to do it or that he could send them to me and I would take them into the official Oakley store in London.

I feel I have been extremely fair and understanding, but theres no way Im going to be forced to lose out on this when the problem is he doesnt like them, not that they are faulty

F&L

With regards to the return of the ebay fees you can ask a buyer to formally request a return via the ebay returns option http://resolutioncentre.ebay.co.uk/ . This way the fees are automatically refunded once the return is processed.