Item not received - refund process

Froggitt

Searched the first few hundred posts here but there doesnt seem to be a definitive thread. Ive just had my first claim of item not turning up. Was from a newbie buyer, so possibly theyre thinking they can get it for free, but went standard post so Ive no hope of challenging it presumably.

So, Ive said I will refund her. Presumably theres a fedund button on Paypal. Then, how do I get my ebay charges back.....is it a straight refund on ebay? What about feedback both sides?

Then, Royal Mail. I have POP. How does that process work? Can I claim for the auction cost or the amount it cost me? What about reclaiming the postage and packaging cost?

TYIA.

Frog

soolin

Firstly why are you assuming buyer is scamming you? If you start thinking along those lines you might as well give up- the parcel hasn't arrived - end of.

Firstly go into paypal and there will be a refund button on the transaction, click that and when you refund the initial payment the fees are credited back to you. Once buyer is happy and has their refund you can try a mutual cancellation to recover your ebay fees.

Then after 15 working days start a claim with RM, they usually pay out item cost as per the ebay listing plus actual postage paid. (businesses get item cost if that is lower than ebay sale value)

Crowqueen

Items do go missing or 'forget' to get posted - I've had about seven issues since 2010 on an account with 162 feedback (roughtly 170 transactions), and three more issue on other websites without such an easy way of claiming INR and thus without a 'reputation' for INR claims.

To assume a scam is going to put you in a very awkward position. Firstly, you are going to think 'all newbies are out to get me', so you'll have that mentality when looking at low feedback accounts, even though buyer feedback is meaningless and not really an element of any other serious site. Secondly, you're going to think about using RD - which is expensive and will probably cost you sales, and doesn't magically deliver stuff (still gets put in with normal mail) and often doesn't get a signature (RD stuff is just delivered here without one). It also causes buyers inconvenience, particularly on cheap items that will fit through a letterbox.

Thirdly, taking an 'us and them' approach in general will show through on how you deal with people who are, after all, paying you for something. If you do come across as hostile, whether in your listings or in after-sales 'service', they will stop paying you and go and pay someone else instead. Ultimately, you are the only person who loses out from treating customers as potential scammers.

Treat buyers with the respect you would like to be treated with and you will find it much, much easier to sell on eBay.

Froggitt

I only said its possible......based on feedback of 4, including one that says words to the effect of "buyer didnt pay, and is a time waster"

dt3887

before yo urefund, i would wait out the 15 days for royal mail aswell, incase it gets delivered after you refund

RFW

dt3887 wrote: »

before yo urefund, i would wait out the 15 days for royal mail aswell, incase it gets delivered after you refund

That's terrible advice for someone who is presumably a business seller. No buyer on Ebay wants to wait four weeks (15 working days from post) for an item or refund.

Check the buyer's details, then if it was a large parcel ask them to check with their sorting office, then send replacement or refund via Paypal. Waiting will only encourage a dispute to be opened and several can effect your account, not to mention resulting poor DSRs.

There is a refund link on the transaction page on Paypal. For Ebay you would file a mutual agreement to cancel transaction, once the buyer agrees you can then complete to receive refund. There is nothing to stop the buyer giving you poor feedback, so being polite and professional will help that situation.

If you have an account with Royal Mail your claim process may be different, as I know it has recently changed, call them and see.

soolin

dt3887 wrote: »

before yo urefund, i would wait out the 15 days for royal mail aswell, incase it gets delivered after you refund

I can onl echo what RFW has said, please OP do not do this.

A royal mail claim cannot be started until 15 working days has elapsed, that is 3 weeks. Buyers can have opened a case against ou and got it closed and wrecked your reputation before that.

Froggitt

Was posted Wednesday week ago, so 9 days is enough time to wait for it to turn up IMHO.

So Ive refunded, asked for a mutual, and will claim against the RM in a week and a half. Is there an online link for this?

soolin

Froggitt wrote: »

Was posted Wednesday week ago, so 9 days is enough time to wait for it to turn up IMHO.

So Ive refunded, asked for a mutual, and will claim against the RM in a week and a half. Is there an online link for this?

Your customer service is excellent, a timely refund without hassle. Hopefully if item arrives later the buyer will then repay you, I have actually payments made twice now for late delivered goods.

the online claim form link is here:

http://www.royalmail.com/customer-service/contact-us/loss-delay-form

soolin

actually, that isn't a full claim form, so ignore my link- I can't seem to find a bookmark that works. Last time I seem to recall I gave up and did it long hand on c laim form.

Froggitt

Theyve agreed a mutual so Ive not lost out, assuming the RM cough up.

You can claim the actual cost of the item to you

Its a pity I didnt have a photo of the tag on the item, or the receipt - Im sure I paid more than I got on ebay for it.

Here are the links.
http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process
http://www.royalmail.com/sites/default/files/P58-Inland-final%20april%2012_0.pdf