Buyer not happy, what to do

malkyh

Hi there,

I recently decided to sell again on eBay, don't know why I bothered as it's more trouble than it's worth.

My buyer has received my item but is not happy with it and has requested a refund plus return postage.

I have no issues with refunding, but my question is:

Should I have them open a SNAD through eBay, or will I just refund through paypal when it comes back?

Are there any benefits to having them do it through ebay?

Crowqueen

No - you usually should just accept the return and refund through Paypal.

An opened case counts against you. It can be resolved but there's no point in forcing a buyer to do a dispute. It's much more reasonable to just agree to refund on return. It's not nice for a seller to force a buyer to a dispute - it just makes you look dishonest and as if you will only refund when eBay make you.

If there is a fault or damage to the item then you also need to think about reimbursing return costs.

malkyh

Thank you. If indeed faulty I will cover return postage costs (within reason that is). I know that it needs to be returned tracked. Does this mean I will need to return the cost of SD? I believe that RD is not considered a tracking service.

Or would RD be sufficient?

Crowqueen

If you are on good terms with the buyer and the item is worth less than £46, there is no need to ask for it to be returned tracked. In fact if you asked me to return it tracked then I would be suspicious that you intended to force me to a dispute, which is where tracking comes into play as proof of delivery. Assuming you intend to refund on return, there is no need for the buyer to be able to prove delivery - as you will receive the item through the normal post and then log on to Paypal and refund them without it having to be verified by Paypal/eBay.

I would personally leave it up to the buyer whether or not they trust you enough to send it untracked. If you ask for it to be returned tracked then you should really reimburse that as a cost of return.

If it is worth more than £46 the buyer needs to return it Special Delivery as that is for insurance purposes.