Correct way to do a refund/return?

claire07

I have recently sold a vintage inherited camera to someone who lives not too far away. I sent it RM signed on receipt.


He now says it will not take pictures properly and wants a refund so I wanted to confirm the best way to do this to avoid any problems. He has just sent an email and not opened a case at present.


Do I just email and ask him to return it and I will refund on return or should I be doing something else via ebay?

TKPeters

Just get them to return it normally & once returned send a sale Mutual cancellation via eBay & then refund

claire07

Thanks for replying. I have now emailed them and asked them to return it and I will then refund when it arrives.


I had been concerned that I should be going through some ebay procedure rather than just contacting them by email initially.

densol_2

claire07 wrote: »

Thanks for replying. I have now emailed them and asked them to return it and I will then refund when it arrives.


I had been concerned that I should be going through some ebay procedure rather than just contacting them by email initially.

No if you go through the resolution centre you will get a defect - if you just take it back and agree mutual cancellation and refund then you shouldnt. The buyer needs to accept the cancellation so you get FVF refunded.

theonlywayisup

TKPeters wrote: »

Just get them to return it normally & once returned send a sale Mutual cancellation via eBay & then refund

Unless you have two windows open and are refunding as you send the cancellation I would be careful doing it this way around.

The cancellation specifically tells the buyer to decline the cancellation if they haven't already had the refund.

Refund first, then cancel. Or have two windows open and do it simultaneously. Message the buyer with a screenshot of the refund.

claire07

It's now over a week since I emailed the buyer of the vintage camera to say I would refund him immediately he returned the item to me. Since then I've not heard from him nor received the camera.


I'm a bit bemused what is happening and wondered if he might just be trying it on hoping I would refund without asking for the item to be returned.


I presume I should just avoid any more contact unless I hear from him but would appreciate any more advice.

soolin

claire07 wrote: »

It's now over a week since I emailed the buyer of the vintage camera to say I would refund him immediately he returned the item to me. Since then I've not heard from him nor received the camera.


I'm a bit bemused what is happening and wondered if he might just be trying it on hoping I would refund without asking for the item to be returned.


I presume I should just avoid any more contact unless I hear from him but would appreciate any more advice.

I agree with you, ignore them and wait for them to make the next move.

virgil_tracy

can I jump in here 'cos I have a similar problem - if a buyer wants to return for a refund do I wait til I receive it back before issuing refund ? and what about postage for the return , do I pay them for that as well ?
or do I tell them to write "Return to Sender" on it ? Can they get proof of sending that way tho ?
.

theonlywayisup

Virgil,

If a buyer wants to return for a refund, you need to wait for the return until you refund. If it is a 'change of mind' return, the buyer pays the return postage.

Do NOT tell them to write RTS on the parcel, the parcel needs to be paid, the buyer needs to pay (if change of mind) and the buyer can obtain a free certificate of posting.

virgil_tracy

theonlywayisup wrote: »

Virgil,

If a buyer wants to return for a refund, you need to wait for the return until you refund. If it is a 'change of mind' return, the buyer pays the return postage.

Do NOT tell them to write RTS on the parcel, the parcel needs to be paid, the buyer needs to pay (if change of mind) and the buyer can obtain a free certificate of posting.

thanks

actually they're saying it arrived damaged , so anyway - I tell them to return it , and say I'll refund them plus the return postage (anything I should stipulate?)

also - I'm planning on then making a claim against royal mail for damaging the item , any advice on that ?


.

theonlywayisup

virgil_tracy wrote: »

thanks

actually they're saying it arrived damaged , so anyway - I tell them to return it , and say I'll refund them plus the return postage (anything I should stipulate?)

also - I'm planning on then making a claim against royal mail for damaging the item , any advice on that ?


.

If it is damaged on arrival, a seller should pay the returns. If you tell them to use Parcel2go (if they haven't used it before they get a free lable to £10 value - google it) they can then choose a variety of ways to return it to you as it suitable to them.

Don't bother with a claim to RM unless you can drive a tank over it, twice.