Do refunds include p & P

janb5

Hi,

A buyer is not happy with the coat I sent her and I have agreed to a refund. I have said not to send the coat back and I have paid her back the amount she paid ( £3.70) but havent paid her p & p. Is that wrong- should I pay her that as well? Love some help please.

soolin

As she has not returned item I think a partial refund is worth a try.

If she objects tell her to send t back and you'll refund the rest

janb5

If she sends it back does she get two sets of p&p or just one?

Crowqueen

It depends what is wrong with it but it's usually a good idea to reimburse return postage if the buyer is upset with the condition.

If it simply doesn't fit then it's not necessary to reimburse return postage but you will need to negotiate this well with the buyer and be careful not to just 'decide' you can't see any flaws and therefore will withhold return postage, particularly on a coat where it is heavy for a buyer to return. If it only cost £3.70 then it will be a dead loss for them to return it if they weren't being reimbursed for return postage so your offer is a good one.

I offer postage both ways on any returns - it simplifies things to an extent and it means people are happier to mention problems. However, that said, I don't get many requests to return on a pure change-of-mind basis and I don't sell clothes or heavier items like coats.

Be helpful and diplomatic and hopefully they will accept a goodwill gesture if they don't have to pay out to send it back with no guarantee of reimbursement.

janb5

Buyer says she is not happy with a partial refund and if she sends it back, then she wants both sets of postage. She says there is a stain on the front. Should I tell her to keep the coat and send back her original postage do you think? Thanks for the help.

soolin

janb5 wrote: »

Buyer says she is not happy with a partial refund and if she sends it back, then she wants both sets of postage. She says there is a stain on the front. Should I tell her to keep the coat and send back her original postage do you think? Thanks for the help.

It really is up to you. If there is any way at all you could have missed the fault she mentions, then yes refund in full and tell her to throw the coat away.

If there is absolutely no way the stain could be there, or even anything at all that a picky buyer could perceive as a stain, then insist on a return and refund the return postage as well.

Just be really really nice in your emails- that always confuses people who expect all sellers to be unreasonable and demanding.

Crowqueen

janb5 wrote: »

Buyer says she is not happy with a partial refund and if she sends it back, then she wants both sets of postage. She says there is a stain on the front. Should I tell her to keep the coat and send back her original postage do you think? Thanks for the help.

There is obviously a problem in her eyes and therefore she may not settle for being completely out of pocket. The coat would cost more than what she will get back to return and she obviously doesn't want it.

Soo's advice of being ultra polite is the important bit, but you'll need to discuss this properly with her.

deanos

Ask for a photo of the stain

lindseykim13

janb5 wrote: »

Buyer says she is not happy with a partial refund and if she sends it back, then she wants both sets of postage. She says there is a stain on the front. Should I tell her to keep the coat and send back her original postage do you think? Thanks for the help.

As above email politely and say if you can send me a photo please i will issue a full refund with no need to return the coat.
Then if she doesn't bother getting back to you there is no stain

macfly

The OP has to know whether it was sent with a stain. Unless "she" is a bloke.

janb5

macfly wrote: »

The OP has to know whether it was sent with a stain. Unless "she" is a bloke.

Emmm ..I have my photo on this site so that`s a woman isn`t it! It`s all sorted now and have refunded the buyer. A bit of a bad week- another buyer is complaining as the packaging is damaged- wasnt before I sent it and it cost 0.99! She`
debating whether to send it back......! I`m putting this down to a bad week- normally sales happen without a hitch but this week I have had delayed payment and generally just hassle.And now I`m a bloke..huh!