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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Returned Parcel

18 replies

dizzyday07 · 20/10/2011 12:22

I had an item which was bought on the 11th September. They paid on the 14th and I sent on the 15th.

I've just had it returned to me and the RM sticker says it wasn't called for. It has written on it that a card was left on the 19th Sept.

The buyer hasn't contacted me at all to say that it hasn't reached them! I'm about to message them to tell them I have it and to ask what they want me to do with it. Can I ask them to pay for the new postage cost should want it resending?

OP posts:

fergoose · 20/10/2011 12:27

yes I think they should pay to get it re-sent

but then did royal mail forget to leave them a card saying it was at the sorting office?

I would just email, say do they still want it, if so you would have to ask for the postage cost and see what they say.

Am surprised they've not been in touch - what is it 5 weeks since they paid?

Original poster

dizzyday07 · 04/11/2011 13:39

Still no response from my buyer. DH says keep the money as it's too late for them to raise a dispute , but I'm not happy with that.

If I refund them, I assume then I can do a cancel the transaction thingy to get my fees back? As it only sold for 4.99 it's not a lot so I'm not too bothered!

Or can I just refund them the cost of the item and not the postage (as I'll be £5 out of pocket)?

totally confused . com!

OP posts:

fergoose · 04/11/2011 13:54

no you must refund them the full amount - and then you can do a mutual cancellation for the transaction

You won't have long to refund so do it asap

FlouncyMcFlouncer · 07/11/2011 09:29

That's not correct. The seller has paid for the postage and it's not her fault that the buyer wasn't in (or whatever). If a refund is required, there is not reason the OP should have to refund the postage. She would then be out of pocket even after reclaiming fees.

fergoose · 07/11/2011 09:43

well it isn't the buyers fault if royal mail didn't leave a card is it?

bananamam · 07/11/2011 09:48

As far as I am aware eBay policy is that the buyer pays postage, you don't need to refund that.

fergoose · 07/11/2011 09:49

no if the buyer does not receive an item they are entitled to a full refund - and if they had done a dispute in time this is what they would have got

FlouncyMcFlouncer · 07/11/2011 10:07

If the buyer doesn't receive the parcel they are entitled to a full refund if the seller cannot produce proof of postage. Actually. And in this case, I am assuming she can.

bananamam · 07/11/2011 10:19

Aaah that sounds right flouncy

fergoose · 07/11/2011 10:29

no the seller needs to provide online proof of delivery, ie a signature. With a proof of postage they can claim from royal mail for a lost item

FlouncyMcFlouncer · 07/11/2011 10:32

Fergoose, you are missing the point. The item is not missing, it has been returned undelivered. That's a whole new ballgame and the seller would, if she wished, be able to prove delivery by the fact that she has the parcel in her possession complete with RM 'undeliverable' markings. That is all she needs.

sixlostmonkeys · 07/11/2011 10:39

Fergoose is correct.

proof of postage never comes into it within the ebay dealings, - all proof of postage can be used for is for the seller to claim from royal mail.

a refund should be for the full amount paid.

having a parcel returned with un-delivered marked on it proves non-delivery not delivery :) - such 'proof' is immaterial regarding ebay and paypal as only an online tracking is considered 'proof'

FlouncyMcFlouncer · 07/11/2011 10:46

Oh I give up. Fergoose is god , knows everything. I should have known that from the way she lays down the law at every given interval.

But as a long term seller with extremely high volume feedback and 100% at that, there is a possibility that I, also, might have a clue.

This buyer is NOT entitled to a full refund, as in this instance the seller has performed perfectly. She is, if she wishes it, entitles to a refund of the item cost.

sixlostmonkeys · 07/11/2011 10:53

gosh - I don't think there is any need to pick on fergoose like that!
Fergoose doesn't lay down the law, she simply gives good advice as she knows her stuff!

I used to post a LOT on here but then fergoose came along with knowledgable advice and so that left me the extra time for working/drinking coffee..

as a long time seller etc you should indeed have a clue, but in this instance you have offered the incorrect advice

fergoose · 07/11/2011 11:09

wow thank you sizxlostmonkeys

I never thouht I was laying down the law, don't think I will bother in future

the buyer is too late for a dispute -this is a moral dilemma now, but it is not their fault they've not had it

Original poster

dizzyday07 · 08/11/2011 00:06

Chuffing nora. I didn't mean to start WW3!

I think it is a bit of a morale dilemma.

If the parcel had been lost, I would have refunded the buyer and been able to claim from RM.

If the parcel hadn't been returned as I had heard nothing from the buyer to say so I'd have assumed that it had got there and there was no problem with the sale.

But as it has been returned, but the buyer doesn't seem bothered about getting their money back why should I be out of pocket with regard to the postage?

In the end I contacted Ebay live chat and they said I could just refund the item cost and they have credited my FVFs back too.

OP posts:

FlouncyMcFlouncer · 08/11/2011 17:13

Yep, that's what I thought. Always nice to be vindicated.

Glad you had a satisfactory ending, OP.

Fergoose, when I used the phrase 'lays down the law' I was referring to a habit you have of presenting your opinion without any disclaimers. You rarely say 'If I were you', or 'Perhaps you should' ' or ' I think'. Recently you've been more and more 'definite' in your opinions and almost at times sound as though you are issuing instructions. And, once or twice, you've misread the OP, or have given unsound advice. That's what got my back up, I'm afraid. I'm sorry if you felt 'picked on'.

sixlostmonkeys · 08/11/2011 18:51

It is worth noting should anyone else read this seeking similar advice, that a seller will only get away with issuing a partial refund if it is too late for a buyer to open a dispute. If it is within the time-frame a full refund is required - and you will even find that advice from an ebay online advisor will be over-ruled should a buyer proceed through the dispute.
In this particular case the descision to refund or not is prompted merely from one's own judgement rather than the ebay rules.

Flip