Damaged - Royal Mail Refund

[Zombiemama]

Hi all

Not really sure where to go from here. Posted an item to buyer, buyer contacts with photos to day packaging ripped and item is damaged.
Shoes scratched along side not very obvious but says they are unhappy.
Contact Royal Mail and they send a cheque for the amount paid and postage. Buyer now wants the full refund and to keep shoes.

Do I refund and let them have free but slightly scratched shoes

Offer a partial refund

Offer full refund and return postage cost and have shoes sent to me?

Thanks

[Zombiemama]

*to say packaging ripped

[MyKingdomForBrie]

No chance can they have both!!! That’s ridiculous. They can have one or the other. You would be able to re sell he shoes for not much less. They’re being totally U

[HeadfirstForHalos]

I'd offer a partial refund, it saves the hassle of relisting and reposting, they get a bargain, you make some extra cash.

[HotelEuphoria]

Cheeky sod. You will have to pay their return postage but I would absolutely get them back.

[Zombiemama]

I'm glad I'm not alone in thinking this. He has not opened a case on eBay so I'm wondering if it is dodgy.

If he does open a case eBay won't expect me to fully refund him and let him keep them Will they?

Thanks for the replies so far

[HeadfirstForHalos]

No, if he wants a full refund he will have to return the shoes.

[Xeneth88]

If it was eBay and you sell alot/value your feedback then I'd offer full refund and return postage and a massive apology otherwise eBay will step in and you will have to give a full refund and buyer keeps the item. If not then up to you.

I work for a large eBay seller and we'd refund and let them keep it. Not worth the feedback or eBay drama.

[Xeneth88]

HeadfirstForHalos

Not true at all, if the buyer opens a case the seller will be told to refund and buyer keeps the item, this would be true even if the item isn't damaged and thhe seller hadnt been compensated by royal mail.

[Zombiemama]

Just looking at the sellers items for sale, they are all footwear numerous sizes and all have a few scrapes and scratches listed.

This could be coincidence and they are covering all angles with damage etc as all are pre-owned. Is there anyway of knowing if a buyer has form for getting refunded and keeping the item to use or sell on?

But feedback as both buyer and seller has been good

[Xeneth88]

Not really. eBay don't give much away, even for us (who make them a pretty penny). Their live chat is pretty good however, so may be worth trying your luck and asking. If they do leave you negative feeback don't panic, get on the live chat/call them (I'd go live chat before a call though as it's easier) and explain to them the steps you've taken to resolve it, that royal mail are involved etc. They're pretty good at removing stuff.

If it was me/us at work, I would contact the buyer, annoyingly apologise (i hate this too and do it all day) say you'll do a partial refund of the return postage cost, then fully refund when they attach a proof of postage to the message. See what they say to that. If you need message templates or anything pm me. We're quite a large company that does ebay and amazon selling. Happy to help.

If the buyer opens a case then your options are very limited as ebay will always go in there favour. Its shit. So try stop it before it gets to that point as feedback even as a personal seller is helpful.

[MyKingdomForBrie]

That’s crazy if that’s true. Why on Earth is that justifiable? Anyone could have any number of free items from eBay in that case. The seller has lost the item and the money.

In no other shop can you get a refund and retain the product - amazon always require return of the item before refund. I would never sell through eBay again in that case Op.

[Xeneth88]

MyKingdomForBrie

It's unreal what people get away with. We refund £60 orders sometimes as people say a stich is out of place and open a case. Once a case is open and if the buyer won't agree to various discounts etc. EBay will refund them and let them keep the item. For us as a large company that relies on positive feedback we have to take the hit. Amazon is alot easier as they don't let people take the piss as much. Its opened my eyes, people know they'll always win as the buyer on eBay so some completely milk it.

[Zombiemama]

Thank you xeneth I have offered to pay return postage and issue a full refund once item is returned to me or partial refund to keep the item.

Have just got the notification of a message from eBay! Wish me luck

[MyKingdomForBrie]

Wow @xeneth88 that’s awful!! Thanks for the info, I definitely won’t be selling on ebay! OP I hope you get the shoes back.

[Xeneth88]

If you need any help at all. Please pm me. I do the customer service for our company so do this all day. I had one guy saying today (this is so outing but my colleagues know im on here) he'll only return the item if i refund the full order and return postage first .

If the buyer accepts your offer. Get them to attach the proof of postage, not a post office reciept so you know their on the way back. Very easy to do so no excuses. Hope it goes ok! Good luck.

[Zombiemama]

No such luck!
Wants to keep the item even though he wasn't happy with the condition of them and wants a refund as he was waiting 2 weeks on the Royal Mail process.

Like I understand I was initially paid for them and then Royal Mail have sent a cheque to cover most of the transaction but it just doesn't sit right having to let him keep shoes and get his money back. But obviously I don't expect to keep both payments. Hence Full refund and return postage being offered.

eBay live chat isn't available will try it in the morning. Obviously don't want it to escalate to a case but he is being stubborn and has possibly done this before.

[Xeneth88]

Ok. Don't stress, he hasn't opened a case yet and all your messages are documented.

Would you feel happy offering him a 20% refund to cover the "damage" to the shoes?
If so, I'd go back to the buyer and offer that. Or any percent you're happy to offer. Until he opens a case, there's room to sort this. Email eBay now, there should be a contact us clicky, detail what we've discussed, all you've offered etc. It gets your foot in the door, so to speak.

[Xeneth88]

spd.ebay.co.uk/RBASellerHub?query=1562

This may help too, if you're thinking he's a regular with this situation.

[HeadfirstForHalos]

That's shocking that the buyer can get to keep both! I must be getting confused with Amazon marketplace.

This buyer sounds very dodgy.

[BobbinThreadbare123]

I've just had this. Sold an item, buyer wouldn't pay, eventually did, buyer left good feedback, waited a month then said it was broken. Full refund. I now have no item as they have lied and not posted it, and am down postage and seller fees. Never using eBay again. They have been very unhelpful. I've been on eBay for well over a decade too.

[Xeneth88]

It's shocking people are so aware now, so will buy something, claim its not been delivered (ALWAYS send your items tracked), claim a defect/fault. We now ask for pictures of any issue and then offer discount etc even if the issue is a fray in a stitch. Most genuine people bite your hand off but 99% of the time the other lot open a case and the three options are:

Message the buyer... Great, already have.
Refund the buyer, buyer keeps the item. ... Not great for us!
Esculate to eBay... 9 times out of 10 eBay side with the buyer.

When feedback is the main selling point of using eBay, especially as a large company, taking the refund hit is the easiest option, sadly. Negative feedback is a killer for anyone.

Amazon, however are a dream and mediate but don't get too involved!

In my non work life I avoid eBay as you get the paypal holds as well and its just a pain in the arse. Its a real buyers market which is brilliant until you're the honest person/company and get stung. I guess its probably to cover the multitude of overseas sellers who send misadvertised/non show up goods but it does get irritating when you spend 10am-6pm answering cases when you know people are just trying it on.

[Zombiemama]

Well what do you know - now wondering how much I'll send as a partial refund!