Refund request

rutsnuts

Hi

Hoping someone out there can help me...

I've just received an email from a buyer stating that an item I sent had stones missing in a clasp.

I have a photo which shows that all the stones were in the clasp when posted, however I appreciate it may have been damaged in the post (even though it was bubble wrapped)..

This has happened to me before which ended up with me receiving a negative feedback, so I feel really disappointed that it has happened again

I am within my rights to ask them to return the item for the full refund and I will pay the additional postage? Or is it better to put it down to bad luck and lose another item?

Any advice would be appreciated

starrybee

I would ask them to send you a photo - if it's clear that there are stones missing (and you're sure it's the same item) then it's up to you whether or not it's worth asking them to return or whether you just want to refund straight away if it's unusable/unsellable again.

If it's ambiguous on whether there's something missing you are perfectly within your rights to request them to return the item to you first (and should they open a case paypal will tell them the same.) You do not have to pay their return postage (ebay/paypal cannot force this) but if it is obvious when you get it back that the item is missing what they say then as a decent seller you should refund them this as well.

rutsnuts

Thanks Starrybee... I want to avoid a dispute if at all possible..so have followed your advice, which feels like the best possible solution for us both.

MarilynMonroe_2

You should also claim from royal mail too so youre not missing out, assuming you sent it special delivery, otherwise you arent covered x

soolin

MarilynMonroe wrote: »

You should also claim from royal mail too so youre not missing out, assuming you sent it special delivery, otherwise you arent covered x

RM are very unlikely to consider a claim for damage if stones have been knocked out of a clasp. I think they would assume the packing was insufficient which would nullify any claim for damage.

Crowqueen

I am within my rights to ask them to return the item for the full refund and I will pay the additional postage? Or is it better to put it down to bad luck and lose another item?

You are certainly entitled to ask for a return - that is what eBay will ask the buyer to do if it goes to dispute - but if the item in its current state would be no use to you then it is foolish to pay for a return.

Ask for a photo or proof of damage (I usually take a detailed description of what is wrong with an item as proof that the buyer knows what they are talking about, particularly if there is no outward signs of damage - been there on a phone which I sold as untested and it didn't work; didn't bother disputing it with the buyer when they came up with a well-worded email telling me exactly what was wrong with some crucial detail) and then weigh up whether you want to receive a damaged item that you can't resell or use back. It may be agreeable to the buyer to post it if they can easily get to a PO but not everyone can, so if it would represent too much hassle then it may not be worth it.

If this is happening on a regular basis (you say you have a neg for a previous problem) try to make sure your packaging is tight and is cushioned. Try boxing something rather than just leaving it loose in outer packing, for instance. You're doing totally the right thing here, though.