Help please with awkward buyer!

felicity1

Ok, need some help please, please bear with me:

I have sold 3 items to a buyer who is proving to be, frankly, awkward to say the least. First two items purchased, a payment was sent but they had 'decided' how much they were willing to pay for p&p. When they won their third item, I sent an invoice for the 3 items, plus p&p (which is at cost, I might add). A further payment was made - but, again, they have 'rewritten' their own invoice and decided for themselves what they wanted to pay and I am still awaiting full payment.

The buyer is now sending emails saying payments have been made to my account, when they clearly haven't, and each email contradicts the last one in terms of amounts paid.

I have tried to be patient and explain that there is money still outstanding, but this buyer is becoming rude and aggressive.

Frankly, I have no energy or desire to get into an argument. Now, the buyer is refusing to pay the amount outstanding and has asked for a refund.

My question is, if I refund, how do I get back the paypal charges and listing fees I have had to pay? I really don't see why I shoud be out of pocket due to a mean buyer wriggling out of paying for goods. Can I deduct these off a refund, or does this contradict ebay procedures?

Help gratefully appreciated.

Flexible_Friend

If you do a PayPal refund, your PayPal fees will be automatically refunded by PayPal.

The PayPal refund will trigger the fact on Ebay that the buyer hasn't paid for the item, setting his/her payment amount to zero.

You then need to open up an "Unpaid Item Dispute" to which the buyer has to respond within 7 days. You both simply agree not to proceed with the transaction and your Ebay sellers fees will be refunded by Ebay (but not your listing fees).

Agree all this upfront with the buyer before taking any action.

greeneye

If you do a full paypal refund buyer will recieve the same amount they orginally sent so there will be no paypal charges.

As or ebay you have to open a non paying bidder dispute after 7 days have expired from the close of auction.
You have the option to do a mutual "we have agreed not to complete the transaction" but this is dependent on the buyer sending an email to ebay to confirm this so not advisable.
After you have filed the buyer has 8 days to respond once they have repsonded you can then close the case if they don't respond you have to wait the 8 days to close it and get your final value fees back.
To get your original listing fees back make sure you hit relist from the orginal auction page and don't just list it again as new auction.

Sugar_Coated_Owl

If you refund from the original transaction, PayPal fees are also refunded.

You will have to go through the unpaid item process to get your FVF credit.

Blacksheep1979

Or you could make up your own figure to refund ie ammount paid less all your fees, which I think would be reasonable in this case and teach the pratt a lesson. Maybe tell him first that is what you are going to do and see if they then send the extra money.