Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

eBay

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

Flip

Original poster

Please could someone help with buyer who is not satsified?

18 replies

lisalisa · 09/01/2012 12:03

I sold a snowsuit recently on ebay. It was a gorgeous John Lewis one which was barely worn. Buyer says it was received with various stain marks on it. She wants to send it back. I am fine with this but wonder about 2 things:

1 First , presumably I don't have to refund her postage either originally in sending it to her or now in sending it back?

2 Secondly, I seem to recall reading that if a buyer sends an item back then ebay require them to get proof of posting etc otherwise every buyer could claim they have returned item and keep it and claim a refund?

Be very grateful for all help.

Thanks

OP posts:

calamityboo · 09/01/2012 12:15

you are right lisalisa, you have no obligation to refund any postage, just the cost of the item, also, definatly get them to record postage. have they offered to send pictures as proof?

calamityboo · 09/01/2012 12:16

if you need clarification it is in the ebay reurns poicy

calamityboo · 09/01/2012 12:31

HANG ON DONT LISTEN TO ME I AM STUPID!!!!!!!!!!!!!!!!!!!!!!!!!

I returned an item last year and readthat it was my responsibility to pay return postage, but i thought i wuld check ebay and cannot find that info now, it does say that the returner needs to record the postage for proof though. I reccomend you go to the e-bay resolution centre and have a look

Sorry.

fergoose · 09/01/2012 12:38

no - you do need to refund all of their original payment which includes the outward p&p - and to be honest if it is not as described you should also give the buyer the return postage costs too. You can only refund the original payment and no more via paypal - to give them extra for the return it would have to be cheque or separate paypal payment to them - that is if they can accept paypal payments, they may only have a personal account

don't refund until you have your item back and also to refund them log into paypal, find their payment to you, click on it scroll down then hit refund.

Your paypal has to be in credit to be able to do this, if there is no money in your a/c you need to transfer it from your bank which takes a few days to do first before refunding.

Original poster

lisalisa · 13/01/2012 11:35

Hi fergoose - I have now received the item back. There is little point in arguing iwht the buyer and risking a neg even though the marks are so small I had to take my glassess off and squint to see them. They are literally pin prick size and may well have been there on purchase! Nevertheless I don't mind refuding her the money and her original postage.

However - she has sent my itme back next day tracked delivery which cost £7.50 ! When I sent it to her originally second class post it cost £2.35! I really don't think it is justified to choose such an expensive post option as she has and would be so grateful if you could let me know the following:

1 Whehter I have to refund her postage returning the item to me at all ( Your answer just above this post seemed to say that I can only return the original price plus original postage and would have to refund more outside the ebay sustem. This seems to suggst that it is not standard to refund the return postage at all).

2 If I have to refund the return postage is there anything in ebay rules that allows what she has done or maybe even prrescribes it or can I just refund noraml postage?

OP posts:

fergoose · 13/01/2012 13:59

you do need to refund all of the original payment - but the return costs of £7.50, that is utterly ridiculous the buyer sending it at that price. There are no rules about the return costs at all, and the buyer cannot enforce you giving her the £7.50 back either. Why on earth did they send it back by such an expensive way?! seems utterly stupid of them to do it that way, unless they got it paid for at work and are trying to cash in maybe?

I guess they could threaten neg feedback, but they could get all the money back and still leave a neg for you - don't be bullied, and if they do leave a neg you can respond calmly to it, so don't worry about that.

Original poster

lisalisa · 14/01/2012 23:42

Thanks fergoose. so the normal way is for the buyer to send it back by a reasonably priced method and I don't have to pay for those return costs anway?

OP posts:

Fiolondon · 15/01/2012 00:00

This reply has been deleted

Message withdrawn at poster's request.

fergoose · 15/01/2012 00:05

No you don't have to give back the buyer the return costs.

Did you email the buyer about the excessive costs - ask her why she sent it back by the most expensive method possible. A courier would have been cheaper and that would have been tracked, and recorded would have got her a signature on delivery so it is not your fault if she chose to send it back by the most expensive method possible.

perfectstorm · 15/01/2012 04:07

She had to send it back tracked in order to keep her buyer protection, but she has chosen to send it Special Delivery rather than the extra 77p for Signed For. That's her choice. If it was damaged, I'd refund her the original costs for Royal Mail plus the 77p, and state that you think Special Delivery was excessive. Having said that, she may well leave you a negative. Though she might do that whatever you do; some do. If you think she's trying it on, I'd not refund her return postage at all. You are under no obligation.

A friend recently sold a cardy in immaculate condition and the buyer whined, so she refunded absolutely everything including both ways postage despite it being a completely daft complaint (I think the buyer realised she'd bid more than it was worth, which was out of my friends' hands.) She still left her a neutral and was thoroughly unpleasant at every stage to boot. It's in good enough condition I'm happy to relist it for her on my own account - some buyers are just awful, sadly.

queenebay · 16/01/2012 11:32

You only have to refund original costs nothing else

Original poster

lisalisa · 17/01/2012 13:58

Thanks all. I have refunded her original paymenta nd her postage but not the ridiculous 37.50! how do I go about claiming my fees back from ebay?

OP posts:

fragglerocker · 18/01/2012 15:23

I once did this for a buyer, I refunded the original costs plus the return postage. They still left me negative feedback, which really pissed me off. I asked them to change the feedback which they did to a neutral but wrote exactly the same as they did in the negative feedback!!!
I think your fees get refunded back automatically.

fergoose · 18/01/2012 15:27

you will have to go to the resolution centre and do a mutual cancellation of the transaction to get your fees back

Original poster

lisalisa · 18/01/2012 20:11

Thanks all. Most mysteriously I refunded the buyer her outward postage and items costs and told her I would not be refuding the expensive return postage . her reply was that this was fine. It is very strange all round as the return postage cost 3 times the value of the item!

OP posts:

fergoose · 18/01/2012 20:22

I reckon her employer paid the return postage and it didn't cost her anything :)

Original poster

lisalisa · 19/01/2012 22:03

Oooh fergoose - bet you're right! Otherwise it completely doesn't make sense to pay £3 for an item and request a refund and send it back for £7.50!

OP posts:

fergoose · 19/01/2012 22:20

I have received quite a few items with work franking marks so I reckon quite a few get the postage for free.

I'm glad it worked out anyway :)

Flip

Swipe left for the next trending thread