Postage costs on 'item not as described' returns

[mummmypirate]

I've just had my first 'item not described' from a buyer. I'm selling my Dad's 1960s records and the buyer is claiming that the records I've sent him are warped and wants my 'thoughts'. He's a professional dealer, I think he's fishing for a refund. Anyway, I've asked him to return the records in suitable packaging and I'll give him a refund once I've checked for security marks. What are my responsibilities re. postage costs - do I just have to have to refund the original p&p amount or his costs to return too?

[GobblersKnob]

I always do, I can't be arsed with the fuss and a possible neg for the sake of a few quid.

Is very annoying though.

[mummmypirate]

Thanks GK, that would be my inclination too, feel ridiculously protective of my 100% record. The guy does want to return so perhaps the warp is a serious defect I really should have spotted. Assuming all is well with LPs on their return and I refund, do I need to do anything else - e.g. cancel the transaction or will that happen automatically? Will I get my fees back? And does the buyer still get option to leave feeback? Thanks in advance anyone that can answer.

[sarahtigh]

once he has refund then ask him to agree cancel transaction if he agreees or fails to reply in 7 days you will get fees back he can still leave feedback which you can reply to but most will agree to cancel and give positive when had refuind

if negative you can just say " sorry there was a problem full refund given on receipt of item" which makes you look reasoanble

do make it clear that you will refund return postal costs upto a max of what it cost to post out, so you don't end up paying for 1st class signed for when you sent collect+, you should only pay stamp cost as he should reuse original packing so no need to pay for that

you do not have to refund return postage but if you forgot to mention something you should if he raises case with ebay he will be told to return and he will have to pay return postage

be pleasant and professional and you will probably still get good feedback

a comment like " there was a problem but seller dealt with it swiftly and professionally" is actually good as it reassures other buyers that if something goes wrong you are OK to deal with

[lljkk]

Sarah is right, well resolved problems look very good, as a buyer I give highest praise to sellers who swiftly fix any problems.

[fergoose]

I think that is the mark of a good seller how they handle things when it goes wrong.

I complained about an item which was labelled a size 10, but wouldn't have fit a 5 year old - seller told me I was abusive, had obviously changed my mind as it was lovely and she didn't care if I left her a neg as she had plenty of feedback to mop it up. All I had said was I was not happy as it wasn't as described and I would like her to pay for return postage costs too as why should I pay for something which wasn't my fault? The item was not as described, was short where she had written it was long, and it seems she knew she was in the wrong and didn't seem to care she had ripped me off.

I do think lots of people don't return an item as the return costs will negate the refund they will get, and if it is only a few quid why bother - but then all those few quids add up don't they.

I think on eBay you come across some lovely people and some awful ones, it is law of averages I guess. I also think due to being in a recession lots of small time sellers are desperate for money, and once an item is sold they really think that is the end of it. How many people write no returns, they don't care that they are wrong, but eBay should change the default setting of no returns on listings too.

Sorry - that turned into a bit of an epic rant. I guess some people are just dishonest aren't they, or just not decent to want to sort something out.

[mummmypirate]

Thanks wise ebayers, I guess it's just about giving the sort of service you wish to receive yourself.