Return and refund request

KRDmum

I've sold something recently and this morning the buyer has opened a return request, with the reason 'it doesn't fit'. The listing had all the measurementsstated, however, I am happy to accept a return, as no point to have an unhappy buyer. What I'm not happy with is that they have requested a full refund, including postage. do I have to refund that as well? And am I going to get a defect for this transaction? Sorry if this has been asked before, the search results didn't come back with many answers and my brain is a bit frazzled at the moment. Thanks guys

mrcol1000

If they have opened a return request then you will have to refund every penny they paid to close it. It sounds like it is a return request rather than a not as described case. If they had opened a not as described case then you'd be charged the return postage cost too and received a defect.

Personally I'd accept the return and refund once the item is returned. Block them and then relist. Some people are optimistic about what size they are or don't appreciate clothing can be different measurements depending on the brand. They pay no notice to the measurements you list while other people will want to know every single measurement. Its one of the things you just have to put up with selling clothes online.

KRDmum

Thank you mrcol1000, yes the return reason they've used is 'doesn't fit', so technically not my fault. Will I still get a defect for that too? I know clothing sizes can vary quite vastly but it was actually an accesory, still they are going on my BBL. I just wish people would pay attention to listings, instead of wasting seller's time and money

theonlywayisup

KRDmum wrote: »

Thank you mrcol1000, yes the return reason they've used is 'doesn't fit', so technically not my fault. Will I still get a defect for that too? I know clothing sizes can vary quite vastly but it was actually an accesory, still they are going on my BBL. I just wish people would pay attention to listings, instead of waiting seller's time and money

You will not get a defect for this type of return.

KRDmum

Thanks theonlywayisup

KRDmum

What would be the best way to do a refund for the item excluding postal charges and Is there any way to get the FVF back? Do I need the buyer to cancel the purchuse instead of return?

theonlywayisup

KRDmum wrote: »

What would be the best way to do a refund for the item excluding postal charges and Is there any way to get the FVF back? Do I need the buyer to cancel the purchuse instead of return?

You need to refund in full.

If the returns request is open, you can simply go in there and it will do it all for you, including reimburse your fees.

KRDmum

Thanks theonlywayisup, the buyer has agreed to a refund without the postage, prior to returning the item back to me, as they item didn't fit them, although measurements were there. So essentially I paid for them to have a look at it, then take it back, not really fair isn't it?

A_Frayed_Knot

Sorry to hi-jack, but I too have just had a request to return an item, I stated the size which is on the item but they state the size on the label is nothing to actual size and request a return.

So do I;
offer a refund less postage paid and buyer can keep item, or
get them to return and refund in full.


I do want to be reasonable as they have stated they feel "cheated" as size is nowhere near label/described, and I don't want the buyer to feel "cheated". How do I play this one without damaging my feedback etc?

jasmineswhiskers

The way i have experienced it is that if you refund excluding the postage you dont get any of your final value fees back. Depending on the cost of the item /postage paid you would then be better off refunding in full. ie - the fees you get back are worth more than the postage you are trying to hang onto.

KRDmum

After a very long conversation with EBay and PayPal this afternoon, eBay are quite happy for a partial refund, for as long as there's a message or other evidence to confirm that the buyer is happy with partcial refund. As Jasmineswhiskers says, you don't get FVF back :-( which in my case postage outweighs the FVFs. Still, It is Very annoying and I still don't know what the buyer is going to do with my feedback.