Sold Item Turned Out Faulty - My Dilemma

s-j-cooper_2

DazedByTheLight wrote: »

Thanks everyone for the advice.

I will contact the buyer and ask her to send it back. I will check and if the item is faulty as described then I will give her a refund.

Should I refund the postage costs she paid me as well? If I do then I will have lost money on this item because obviously postage is unrecoverable.

I like the suggestion of opening up an unpaid item report but am not sure if this is still possible as the transaction has been completed on eBay and paid for through Paypal with feedback completed from both sides.

I would refund postage if it is faulty - it is not the buyers fault if it doesn't work properly. Then take it back to the store and get a refund for yourself. I am sure that it is not a massive loss on postage?

DazedByTheLight

s-j-cooper wrote: »

Why would you want to open an unpaid item dispute? Especially if the buyer has done nothing wrong and it is faulty?

As per the advice above, I get my eBay final value and basic listing fees refunded and we can choose an option which states that customer returned product. I am unsure because I haven't done this before!

shelly

DazedByTheLight wrote: »

Should I refund the postage costs she paid me as well? If I do then I will have lost money on this item because obviously postage is unrecoverable.

Of course you should return postage costs. Its not the buyers fault the item was faulty (if indeed it is) I still don't see how you can have lost money on the postage, unless you undercharged for it in the first place.
If you don't refund postage costs then expect a neg.

DazedByTheLight

Simple, buyer paid me for postage and I paid Royal Mail. Buyer will now get money back from me but I won't get anything back from Royal Mail!

PS I have already received positive feedback, that is not what is concerning me.

Millionaire

To be honest, you need to refund the whole amount including postage due to it being faulty.

Welcome to trading

DazedByTheLight

I guess the overwhelming opinion is that she gets a full refund - so be it.

I am still intrigued about the mutually agreed not to proceed option on an unpaid item report - specific guidance on how to do one of these will be much appreciated!

Regards
DBTL

DrFluffy

DazedByTheLight wrote: »

Advice needed please!

I purchases some MP3 players from a national store and sold them BNIB (brand new in box) on eBay for a small profit.

Now, within a few days of receiving one, I have had an e-mail from a buyer who has complained that it is not working and keep switching off. She has requested my refund policy but I don't really have one!

Should I refund her money? I definitely don't want to refund the full amount because there are costs I have incurred (eBay, Paypal, postage and packaging).

Even refunding the rest seems like too much hard work because I will have the issue of trying to return the product to the retailer and getting a refund or an exchange from them.

However, I would feel bad if I tell the buyer that I do not offer refunds.

What should I do?

Get her to send it back, check it. If it is faulty, refund her/replace it and send it back to your 'supplier' for a refund yourself... If it's not faulty, send it back and refuse to refund.

I'd check any of the others you have too, before sending them out.

Why are YOU paying P&P to send things out?

shelly

DazedByTheLight wrote: »

Simple, buyer paid me for postage and I paid Royal Mail. Buyer will now get money back from me but I won't get anything back from Royal Mail!

Thats because royal mail doesn't owe you anything, they owe your buyer as the money came from buyer in the first place.
Buyer paid you the p+p cost to give to royal mail. You gave royal mail the money the buyer gave you so I still fail to see where you are out of pocket?


Please someone, if I have got this all wrong please tell me!!

DazedByTheLight

Because after giving the money to Royal Mail which my buyer gave me I am having to give the money back to the buyer! Therefore the money that went to Royal Mail is coming from me!

nmm

The OP is correct, if she refunds the total including postage then the original postage cost has been paid by her, as she has received no money from the buyer.