seller advice re not as described

Fritha_2

OK, potentially very simple situation, but also potentially a bit difficult.

I sold something on ebay and the buyer has emailed saying she considered it not as described. I believe it was but as frankly it's a subjective thing I'm happy to refund if she sends it back (I've told her that bit). It's 'only' worth a fiver and postage £2.

Essentially I'd like clarification on a few things.


1. Am I within my rights to refund her minus the postage she paid, and ask her to pay to post it back to me? (I will remember to ask her to get a certificate of posting just in case Royal Mail are rubbish)

2. If I refund her partially (as in minus postage) through paypal will I get my paypal fees back?

3. How do I go about getting my ebay fees back?

4. Someone else bid on the item and was just shy of her is there any problem offering it to them as a second chance offer once it's arrived back?

5. If she's unhappy with what I offered and takes it to paypal chargeback what happens?


Sorry that was a lot of questions but this has never happened to me before!


Thanks

angelcake

Hi,

1. You are well within your rights to refund minus the postage but I think this is unfair, she is saying it isn't as described, so why should she pay for your mistake! This is one part of ebay that bugs me!! For a sake of 'only' a few pounds why not keep her happy and try to hold onto the positie feedback, and give her a full refund! what is she saying is different from your description? and if you are so sure its correct then why be happy to refund in the first place.
2.Through paypal you can't do a partial refund.
3. If you keep her happy then you can do a mutual agreement - what she has to agree to and you will get your fees back!
4. A second chance offer is fine as long as it is ok, the first buyer says its not as described so do you wanna go through the whole process again? It is ok do do this just check the item when you get it back.
5. There is not a lot you can do if this happens, paypal usualy favours the buyer!

Sorry to be blunt but you have your answers! Good Luck

Fritha_2

angelcake wrote: »

1. You are well within your rights to refund minus the postage but I think this is unfair, she is saying it isn't as described, so why should she pay for your mistake! what is she saying is different from your description? and if you are so sure its correct then why be happy to refund in the first place.

I think it's a bit harsh to say it's my mistake! As I said it's a matter of opinion! I don't want to go into specific details about the item (I don't think it would be appropriate) however to use an example, I say it's black, she says it's charcoal, if you see what I mean?

I am happy to refund as it's what I would expect if I wasn't happy with an item. I'm just trying to be polite and kind!

angelcake wrote: »

2.Through paypal you can't do a partial refund.

I have had a partial refund in the past though (a seller refunded me part of a postage payment)? Can I do that now?

angelcake wrote: »

3. If you keep her happy then you can do a mutual agreement - what she has to agree to and you will get your fees back!

Thanks, I'll look that up

Thanks for your help :-)

angelcake

Fritha wrote: »

I think it's a bit harsh to say it's my mistake! As I said it's a matter of opinion! I don't want to go into specific details about the item (I don't think it would be appropriate) however to use an example, I say it's black, she says it's charcoal, if you see what I mean?

I am happy to refund as it's what I would expect if I wasn't happy with an item. I'm just trying to be polite and kind!




I have had a partial refund in the past though (a seller refunded me part of a postage payment)? Can I do that now?



Thanks, I'll look that up

Thanks for your help :-)

Sorry I didn't mean to sound harsh! Perhaps I should have read my post through before posting it! - I meant in the buyers opinion - As you said they are complaining its not as described. You didn't give me a lot to go on!

What is this person being like? You could suggest that its a difference of opinion as you described it as you saw it and as (in your opinion) it is correctly described, I am only narked as I recently bought a 'prefect condition' dress which was torn and stained (for my 5 year old) and she said she would send me the refund without the postage and I would have to pay to send it back... but yours is different!

How do I send a partial refund?


You may issue a partial refund up to 60 days after receiving a payment. You must send the refund by using the Refund Payment link on the Transaction Details page for a particular transaction.

The Transaction Details page is located by clicking on the Details link of the original transaction in your Account Overview or via the History subtab.

Afterwards, if you need to refund additional amounts from the same original payment, and if it has been more than 60 days since you received the payment, use the Send Money feature. Fees on Business or Premier accounts receiving payments are reimbursed if the Refund Payment link on the Transaction Details page is used.

Here's How:

1. log in to your PayPal account.
2. Click the History subtab.
3. Find the payment you would like to refund.
4. Click the Details link.
5. Click the Refund link.
6. Enter the refund amount and click Submit.
7. Click Process Refund.

Fritha_2

No problem, I didn't give you a lot to go on and given your recent experience (which was really not on I'm with you on that one!) I would have felt the same!

Thankfully I've done exactly as you've suggested and I'm just waiting to hear back from her as to what she would like to do.

Thanks for the information about the partial refund that was really helpful.

Thanks again for you help :-)

angelcake

Yeh I really need the dress for a party and paid quite a lot for it! fortunately I am nifty with a needle and washed it through! (took 3 washes and lots of vanish to make it ok) I had to let it go as I needed it urgently!! but will leave a prob neg

No probs! hope you get it sorted!

Cute_'n'_Quirky

once the Buyer realises that she can return the item but that it will cost her the postage both ways, you will find she might probably change her mind!

Also, make sure that she returns the item by recorded delivery - for your own benefit.