Do I have to refund initial postage AND pay return postage on a non faulty item?

[ilovecherries]

Sold a silk shirt last week, it was actually new without tags, but I sold it as used in excellent condition. Price paid was £25.00 and postage was at cost (3.95 for second class signed for). EBay opened an automatic non-payment process and she let that run to the last minute before paying. Now she’s opened a refund request saying it doesn’t fit - it’s a standard Boden size 14. I’m a private seller, don’t accept returns, but willing to refund the item just to get her off my back. However, she also wants the postage she paid refunded, plus a pre-paid return label. Do I actually need to do all that - ie actually be out of pocket nearly £8 to get my item back?

[ZeroFuchsGiven]

What does the eBay return request say? it will tell you if you have to provide a label or not.

[ZeroFuchsGiven]

You can not, not accept returns btw. Even if you state you don't eBay will enforce it, so if you dig your heels in about accepting a return eBay will put your funds on hold.

[ilovecherries]

It says ‘The buyer requested a return although you don't have to accept a return for this item.’ and the refund amount is given as £28.95 - ie including the postage. The buyer has separately contacted me saying she needs a return label.

[jessstan2]

She pays return postage. Goodness me, it can't be that expensive to post a silk shirt, even first class. How mean!

Dig your heels in.

[ZeroFuchsGiven]

in which case she pays for the return.

[olivertwistwantsmore]

I wouldn't accept a a return if you don't have to. She should know what a size 14 Boden shirt is.

But if you do, she definitely pays return postage! Cheeky fucker.

If she's opened a returns request she must have said you sent the wrong item or it's faulty for ebay to say you have to pay the original postage too. Otherwise of course you shouldn't refund that. Try eBay's help pages - they're good.

[ilovecherries]

Do I have to refund her the postage she paid, do you know?

[ilovecherries]

It doesn’t say it’s faulty or not as described in the request, it just gives ‘doesn’t fit’ as the reason, and ebay has said I don’t have to accept the request, but I assume she will up the ante to ‘not as described’ if I refuse.

[cherrytree63]

I've always paid the postage when returning things.
Even when I bought a top described as size 10 - 12, and was actually age 10 - 12!

[ilovecherries]

I did that once too, cherrytree. Bought a pair of lace up boots for me that were actually child sized. I just resold is hem myself though.

[olivertwistwantsmore]

Hm. Ask eBay for advice?

But then if they're saying you don't have to accept it, I wouldn't. The seller can give bad feedback but so what? She's just trying it on. If I were her, I'd sell on the top.

[TheHodgeoftheHedge]

I got stung on this recently. I sold something similar to you in perfect condition for an absolute bargain. Buyer decided for whatever reason they wanted to return it (despite the fact I say no returns). eBay made me refund her fully , inc p&p AND pay her p&p costs to return it. I was livid. There are so many scammers on eBay and they always side with the buyer.

[ilovecherries]

I know, I have to keep reminding myself that most of the time, everything goes smoothly and it’s only the occasional CF that takes up head space. I’ve had a bad feeling about this one from the start, and I suspect that she changed her mind, then paid at the last minute when the automatic NPB process started to avoid a strike, but basically always intended to do this.

[19lottie82]

You can refuse the return. I do in similar circumstances, my private selling account isn’t a shop. If they leave negative feedback relating to you not accepting the return then ask eBay and they should remove it.

There is always the risk that the buyer will then open a not as described request, which you will be forced to accept, but in my 14 years as a private seller I’ve never had this happen to me after refusing a non fault return.

[TheHodgeoftheHedge]

19lottie, when I tried to do that and the user opened a case, ebay gave me no choice but to accept the return and refund everything. Despite the fact the user was a cretin and blatantly lying/in the wrong. Grrrrr.

[boomboo]

Just had a similar bad experience buyer changed her mind so I had to refund her the P&P, and then pay for more postage. All in all I'm £8 out of pocket with a lot of wasted time. I will never sell on EBay again!

[TheHodgeoftheHedge]

I hear you Boomboo. Its really pissed me off.

[19lottie82]

Hodge your return request would have been on the basis that the item was faulty / misdecribed. You can’t refuse these returns.

The OP’s is a “non fault” return request,
So as a private seller she is not obligated to accept the return.

[TheHodgeoftheHedge]

Yes, Lottie, I understand that but my point is that the buyer was a twat/incorrect (delete as appropriate) because the item was in perfect condition and exactly as described. The problem with ebay’s system is that the buyer doesn’t have to prove that it was fault or incorrect and as a seller, I have no option to defend myself or reply. I am simply forced into refunding and being out of pocket for paying their postage. That’s not right.

[TheHodgeoftheHedge]

Sorry, posted too soon. It’s also blatantly obvious that some buyers know this is how the system works and use it to play the system. I wouldn’t be surprised if the OP refused to do what the buyer wants, the buyer could then do exactly what was done to me and open a case claiming a BS fault. And again, there is no proof required and eBay would immediately find in the buyers favour.

[neveradullmoment99]

Hi @Ilovecherries. Don't accept the return. I wouldn't. If you cba with the whole process [ it can be so stressfull] then say she has to pay postage.

[ilovecherries]

Just to update. I sent a pleasant email saying that as per the listing, I didn’t accept returns unless the item was not as described. However, as I wanted buyers to be happy,blah blah, I would accept a return, with postage both ways being her responsibility. She replies saying ‘no worries, just chancing my arm, if you don’t ask, etc . Will just resell it myself! xxx’. Sodding kisses are not my addition. . CF but it sort of made me laugh as well.

[TheHodgeoftheHedge]

Lmfao at least she was honest!

[neveradullmoment99]

Good for you @cherries. She definitely was a CF!!!
The Post office took nearly a week to delivery something i posted!! I really thought i was going to have to refund!