Buyer has paid, but cannot collect - now wants refund. What do I do?

spaccanaut

Never really had a case like this...

I sold a bundle of clothes. The buyer won the auction and paid for the bundle pretty instantly using paypal. She then discovered that the bundle was COLLECTION only. She lives about 200 miles away so this is not really an option!

At first she said she would like me to post the bundle out to her. Once I gave her the extra costs involved she went silent.

Now she wants a refund on the original sale of the bundle.

Do I have to give this refund? Am I not within my rights to say that she has to pay for the item because she won the auction and if she cannot collect the item then that is her problem, not mine?

What options are there here?

wealdroam

All she has to do is file an 'item not received' case and with no proof of delivery you'll be refunding anyway.

pappa_golf

how can they mark it as 'item not received' when the advert said collection only?

jeffuk

Refund then relist.

Flyonthewall

spaccanaut wrote: »

I sold a bundle of clothes. The buyer won the auction and paid for the bundle pretty instantly using paypal. She then discovered that the bundle was COLLECTION only. She lives about 200 miles away so this is not really an option!

You shouldn't accept Paypal for a collection only item. You have to have Paypal as a payment option, but ask for cash in future and refund if anyone pays via Paypal.

Now she wants a refund on the original sale of the bundle.

Do I have to give this refund? Am I not within my rights to say that she has to pay for the item because she won the auction and if she cannot collect the item then that is her problem, not mine?

What options are there here?

Yes, you do. No you are not. You can not keep the item and the money, that is not fair. Refund her.

She obviously didn't read the listing properly if it said collection, but you have no right to keep her money. If you don't refund her she'll open a case and then you'll have to refund anyway and you risk negative feedback for causing hassle.

It may be annoying but you have no options other than refund unless you send the item, but if they won't pay delivery costs the only way that'll happen is if you take the hit on that cost (you could maybe ask for partial postage costs and take the hit on the rest or see if you can find postage cheaper that the buyer will pay for).

theonlywayisup

Is there a reason you wanted collection rather than using an inexpensive carrier like Hermes? It may be worthwhile sending it that way if you decide to relist.

soolin

Have a read of the sticky thread about the problems of collection only items, it will explain why your own choices are to send at your own cost or refund in full.

Also, if you are new to ebay, or even if not! Have a read of the sticky postage thread as that explains about paypal seller protection.

celestius

spaccanaut wrote: »

Never really had a case like this...

I sold a bundle of clothes. The buyer won the auction and paid for the bundle pretty instantly using paypal. She then discovered that the bundle was COLLECTION only. She lives about 200 miles away so this is not really an option!

At first she said she would like me to post the bundle out to her. Once I gave her the extra costs involved she went silent.

Now she wants a refund on the original sale of the bundle.

Do I have to give this refund? Am I not within my rights to say that she has to pay for the item because she won the auction and if she cannot collect the item then that is her problem, not mine?

What options are there here?

How much did you quote for delivery?

forgotmyname

pappa_golf wrote: »

how can they mark it as 'item not received' when the advert said collection only?

Because sometimes sellers will post after a chat to the buyer, The issue is the seller/OP should have refunded the paypal payment anyway. Potential to be scammed.

They may have got off lightly.

Ting-Tang

Basically just another timewasting "buyer" who can't read.
The bane of anyone selling on ebay, and sadly you'll have to refund.