Buyer asking for refund.

stone7

I sold a used Mobile phone for £112.50 a few days ago.

I have just received an e-mail from the buyer. It reads:

Hi, i'm so sorry to have to ask you this, but do you have a refund policy? My 12 year old daughter chose the phone for her birthday. She was really excited but is now really upset because it's not the one she thought it was (7373). Apparently she wanted the one with the memory card. I didn't look at all the details because i wouldn't know one phone from the other, all i saw was the 7373. She chose it & i paid for it! (& i'm still paying for it with her long face!!!) I would really appreciate it so much if you could refund, i would be happy with £100 & then maybe the balance would pay for the postage & relisting fees. I will obviously leave excellent feedback no matter what the outcome should be.
Many thanks & kindest regards, Lisa.

Now I've kinda decided already that I will refund, but will the £12.50 cover my listing fees and final value fees on this item. Also if I were to refund the £100 through Paypal, how much would the buyer "net" from the £100? My other option is to tell the buyer to relist the phone themselves as it is sure to sell for a similar price.

What would be best?

windswept

depends on whether you are a business seller or not, if you are you have to accept returns, for any reason.
the buyer has to return said item at cost to themselves, she is being reasonable in offering to stand the £12.50 imho.
if you are not a business, you are perfectly ok to refuse to refund, it's not your fault she bought the wrong thing.
I suppose it depends how highly you value your feedback.

davilown

If you want to allow a refund then do - your seller fees can always be refunded by ebay if both you and the buyer agree to the return and refund.
make sure they send the phone back before refunding though just in case!

:beer: monster

StaffsSW

It's a sad state of affairs when a stroppy spoilt 12 year old dictates a selling policy!! What would be best is for the parents not to bow to pressure, and give the child a lesson in wants and needs. If kids are handed everything on a plate, what ambition will they have except for greed and lack of appreciation? Too many spoilt kids now are going to be the ruining of the future of this country!!

Grrr.. Rant Over...


£12.50 should cover your fees, depending on your start price and any galler etc that you chose. Also consider postage you paid to get it to her, and when it arrives back, you could mutually agree not to complete the sale - earning your FVF back.

http://pages.ebay.co.uk/help/sell/fees.html

If you refund through paypal, make sure you use the Refund Payment linkat the bottom of the Payment details page - DO NOT send it as a separate payment. If the first payment is charged back at a later date, you will lose out twice!

greeneye

If your going to refund and you want your buyer to get the full £100 you need to hit refund from the orginal paypal page enter £100 - your buyer will get a full £100 and you will get your fees back from paypal on the £100 you recieved.

But you must have a £100 in your paypal balance. If you don't you will not be able to refund and instead will have to make a direct payment to the buyer who will incurr fees for recieving and you will not get your paypal fees back either.

The only way round this (if you have already transferred the payment out of paypal) is to transfer £100 from your bank account to your paypal account and then refund. But I think it takes 7 working days or so to make this transfer.

neilwoods

If you do refund, make sure you get the phone back first.

Also do you have a copy of the IMEI number of the mobile you sold. Your customer may be legit, but some people do buy phones and then swap the inside of the phone. Then give you some kind of heart renching story to make you want to refund. So a sory about there child usually works.

rose_sparky

She admits she didn't look at all your details because she doesn't know one end of a phone from the other. Surely, in that case, she should have got someone else to double check.

No matter how polite her message is, I think she's got a nerve asking for a refund.

It's getting harder and harder to please people on ebay.

jasmineswhiskers

greeneye wrote: »

If your going to refund and you want your buyer to get the full £100 you need to hit refund from the orginal paypal page enter £100 - your buyer will get a full £100 and you will get your fees back from paypal on the £100 you recieved.

But you must have a £100 in your paypal balance. If you don't you will not be able to refund and instead will have to make a direct payment to the buyer who will incurr fees for recieving and you will not get your paypal fees back either.

The only way round this (if you have already transferred the payment out of paypal) is to transfer £100 from your bank account to your paypal account and then refund. But I think it takes 7 working days or so to make this transfer.

But the full amount was £112.50. If you hit the refund button can you change it to £100 or can you only refund the full amount.

pinkgem

jasmineswhiskers wrote: »

But the full amount was £112.50. If you hit the refund button can you change it to £100 or can you only refund the full amount.

you can refund any amount up to the full amount received

greeneye

Yep as pink says.
You can also refund more than once say you overcharged for postage and then need to do a refund for the rest at a later date.

pinkgem

greeneye wrote: »

Yep as pink says.
You can also refund more than once say you overcharged for postage and then need to do a refund for the rest at a later date.

i didn't know that