refund

borgman

Hi
sold an item, customer decides it doesn't suit them so contacts me directly and asks to return for a refund. I agree and after 3 weeks the item arrives back. Do i just issue a refund thru paypal or do they need to raise it thru the ebay system? Just wondered about getting my ebay fee that I was charged on the transaction back?
Also do I refund the original postage cost or just the price of the item?
I am not a business seller by the way.
Any advice welcomed
Thanks

borgman

can anyone help with this?

the_lunatic_is_in_my_head

If you have the item safely back you can either log in to Paypal and find the transaction in your history or on the drop down menu next to the sale or on the listing page should be a link saying "view Paypal transaction"* which will take you directly to their payment.

In the middle of the Paypal payment page is a refund link and from here you can refund them and the % of fees Paypal have charged will be refunded as part of the refund so essentially you get them back (but Paypal keep the 20p bit).

It's up to you whether to refund in full or not, as a private seller you aren't obligated to but to keep the buyer happy (and avoid bad feedback) it might be best to.

In the same place as the "view Paypal transaction" link is a "resolve a problem" link from here you can cancel the transaction (within 45 days of the sale date) to get you eBay FVF fees back. Best to do this after the refund and advise the buyer you are doing so to get your fees back but let them know the process doesn't mark their account. They can either accept or decline (if they decline you've lost the fees), if they do neither then after 7 days you can go in and close the cancellation to get the fee credit.

*if you get an error saying "invalid transaction link" this is a glitch and best to try again in another browser.