Advice Appreciated on this

timeforacoffee

Ok so I sell a widget in one of my Ebay stores for £9.99 plus £2.50 P&P. In the same store I sell a twin pack of this same product (exact same sizes etc.) for £16.99 plus £2.50 P&P.

Just checking through todays sales and it appears a buyer has purchased 2 of the single items at a cost of £24.98, but they could have bought the exact same for £19.49 from my other listing.

I always try and provide good customer service as I have a lot of repeat buyers who regularly come back to me and I would like to contact this customer and offer to refund the difference but I cannot issue a part refund without getting a defect so what do I do ?
I have spoken to another person who sells on Ebay and they said they wouldn't refund as it is totally up to the buyer what they purchase or not - WWYD as I feel I need to refund this customer ?

I know in everyday life this happens, for example you buy a pint of milk from X shop and then later see it's cheaper in another shop, but this is different as both are in my shop and the twin pack was designed to save people that little bit of money ! (I guess my buyer is not on MSE )

My OH says I am too honest and to just leave it, but I feel I want to refund but how without causing damage to my defect count

campdave

You could send a PayPal payment to cover the refund, but if the buyer were to claim INR they would also get the entirety of the original value refunded.

Personally I wouldn't refund the extra, it's up to the buyer to check the prices, but I understand why you may want to.

Rhymsta

I give part refunds via paypal and don't get defects. Full refunds, however, do result in a defect.

mrs_sparrow

I do part refund too, in Selling Manager I click the £ which takes me to the Paypal page and I refund via there and never get a defect. I do combined postage and sometimes buy separately so I always refund the difference on postage. I know there is a fees on postage but, oh well, it's the price of good customer service.

mrs_sparrow

I also refund in full at times (for example last week someone wanted to cancel their order as they bought the wrong thing). Give the full refund first then go through 'agrees to cancel an item' choose 'other' and then leave a message for the buyer and you do not get a defect.

soolin

mrs_sparrow wrote: »

I also refund in full at times (for example last week someone wanted to cancel their order as they bought the wrong thing). Give the full refund first then go through 'agrees to cancel an item' choose 'other' and then leave a message for the buyer and you do not get a defect.

Some sellers are reporting getting a defect when they choose the 'other' option when reclaiming eBay fees.

mrs_sparrow

soolin wrote: »

Some sellers are reporting getting a defect when they choose the 'other' option when reclaiming eBay fees.

That is because they are not doing the refund first.

soolin

mrs_sparrow wrote: »

That is because they are not doing the refund first.

No, the sellers are saying they are refunding then cancelling. Many of us can't cancel anyway until the payment shows as refunded.

mrs_sparrow

I've done a few since January and no defects for it. Customers like to change their minds - I have about 3 at the moment I have to answer tonight as they have ordered the wrong thing. I always click the 'other' option.

maybe it depends on what they sell?? I have no idea.

sequence

This happens all of the time to me, I never refund. If they really want it cheaper, they can search for the cheaper one.

butler_helen

Might they want the items packaged separately? E.g. for two different gifts in separate packaging? So maybe it was deliberate.