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

Original poster

Refunding money despite item being as described. How do I avoid being out of pocket?

38 replies

snakesandbastards · 11/09/2015 11:23

I sold a buggy and it was as described and in good working order. The buyer did not inspect and her husband simply collected it.

She now say it is not what she wanted and will I refund. I have agreed provided I am not paying eBay costs and PayPal costs which have already been taken out. They also want me to pay them cash as a refund.

How do I get back PayPal and eBay costs when I don't even know yet what eBay has taken? I can check PayPal to see their fees.

Bit peed off as she was quite offensive to start with until I proved what she was saying about the buggy was wrong. But I have agreed to take it back.

Tia

OP posts:
19lottie82 · 11/09/2015 12:54

I'm afraid you can't tell them you're not paying eBay it PayPal fees, it doesn't work like that. You must refund in FULL.

But..... Process a cancellation request through eBay and you'll get your fees back.

Don't refund in cash, only PayPal. You could give them cash and they could still claim the funds back through PayPal. Just tell buyer you've spoken to eBay who told you you have to refund via the original payment method only.

Moral of this story is NEVER accept PayPal for collection only items. cash only and make sure the buyer inspects the item properly and understands it's sold as seen / no returns.

19lottie82 · 11/09/2015 12:56

PS re the eBay fees you will be billed for these at the end of the month. As long as you cancel the transaction you won't be billed for this sale.

With the greatest respect OP you don't seem particularly clued up on selling in eBay. If you're going to use it, it only takes a few minutes and a quick Google to learn how to protect yourself.

HeyDuggee · 11/09/2015 12:59

If it was collected, I wouldn't refund. They can't argue it isn't as described if they saw it before they bought it. They could argue they never received the item for a paypal refund (a scam, that's why it's cash on collection) but as you have an email proving they've received it now- you're safe.

I'd just write back after being further advised by ebay, you seller cannot claim not as described when you inspected the item on collection.

Original poster
snakesandbastards · 11/09/2015 14:31

The 'fault' the buyer thought it had was a missing back stiffener. The manufacturer told me they were not added until end 2011 so mine never had one, hence no fault.

I put on 'no returns' so it is from the goodness of my heart that I am excepting it back. It was sold as seen and as described so they don't have a come back as far as I can see.

I have tried to google seller returning good/ fees etc but it doesn't say how I do that without reading pages. Frankly they are the ones messing me around so I refuse to pay for their error and spend any more of my time searching eBay.

I will ask the buyer to find out for me how I reclaim the fees, or return it to them after I am sure it isn't taken out. I think that's more than fair. I'll repay the balance of their payment as soon as it is returned of course.

OP posts:
nauticant · 11/09/2015 14:42

OP, if you are set on recovering your fees, the answer is given up-thread by 19lottie82:

But..... Process a cancellation request through eBay and you'll get your fees back.

This is how you do it. You contact the buyer saying you are willing to sort out the problem and the way it's done is that if they agree to a cancellation you'll refund their payment. This will automatically get you your fees back.

If you're not willing to research into how to do things the ebay way (not the obvious way or the common sense way, they're different), then I think you should avoid using ebay.

19lottie82 · 11/09/2015 16:46

Unfortunately if the buyer opens an item not as described case with eBay or PayPal the OP won't have any choice but to refund. "no returns" means nothing.

Heyduggee with the greatest respect, your advice is wrong, a buyer CAN open a not as described case once they have collected an item, IF they paid with PayPal (not cash). This is why if you're selling anything for collection, ONLY accept cash.

Original poster
snakesandbastards · 11/09/2015 19:11

They can't open a not as described case if the item is exactly as described Confused. It annoys me that I am the one being put out despite following all the rules.

Her gripe was that it didn't have a plastic insert that later models had. It is nevertheless in perfect working order, clean, not one tear on it and only scraped where it folded (which was shown in a picture) So near perfect condition for a buggy 5 years old. Described as good used condition.

How can that be a not as described refund? I am only refunding out of kindness not because I have to. I was half inclined to refuse as it was collected in person and the dh looked briefly at it and it is a lovely buggy. Also the stroppy implication we had removed something before sale.

OP posts:
Original poster
snakesandbastards · 11/09/2015 19:14

Does the buyer need to contact eBay to say it's been cancelled? If so its fine and I will refund the fees once I see it gone from my eBay account.

OP posts:
Original poster
snakesandbastards · 11/09/2015 19:16

I am not refunding fees I have had to pay if they are returning goods courtesy of my kindness!

OP posts:
PinkSquash · 11/09/2015 19:17

Did you allow them to pay via paypal when it was collected?

Original poster
snakesandbastards · 11/09/2015 19:19

The ad wouldn't let me proceed without ticking the PayPal box despite ticking cash on collection. I did put in capitals, on the description cash only do not pay with PayPal.

OP posts:
Original poster
snakesandbastards · 11/09/2015 19:20

They had paid immediately as it was buy it now, before I had the chance to reiterate cash on collection.

OP posts:
PinkSquash · 11/09/2015 19:21

You just refund the transaction and state cash on collection. That is usual eBay protocol and you can only request they return the item to get the refund

Original poster
snakesandbastards · 11/09/2015 19:26

Pink. I'm even more confused now! Doesn't take a lot I know!

I don't want to refund the amount from PayPal (fees already taken off) until I've got the buggy in my possession. I'll tell them to open the cancellation process with eBay and let them do the work.

OP posts:
PastaLaFeasta · 11/09/2015 19:29

Just tell them you won't refund in cash and you have to via PayPal - you then automatically get your fees refunded. And cash on collection for future sales of high priced items, there are lots of scammers around.

PinkSquash · 11/09/2015 19:29

When people have paid via PayPal for a collection in person I usually reverse the transaction and ask for cash on collection. Most people are happy with that and it saves the hassle that you're dealing with now. Obviously too late now, but it's handy to remember in future

Original poster
snakesandbastards · 11/09/2015 19:45

I understand pink! Didn't know you could do that, but I certainly will next time. I will also make sure the item is inspected fully. I've never had a problem before and sold several buggys (I have a bit of a buggy addiction Blush

I always ask for cash on collection because of all the PayPal fees.

OP posts:
19lottie82 · 11/09/2015 20:52

If they open anot as described case (they will win), and they will get a full refund. Just cancel the sale, refund them in full and get your fees back a way. And reduce the risk of negative feedback.

You've been advised correctly in this thread, but have just chosen to ignore it?

summerwinterton · 12/09/2015 07:45

when you refund via paypal the fees are refunded

but you were stupid to take paypal for a collected item tbh - it is nothing to do with fees. If this buyer wants to claim not received they will get all their money back - then fees will be the least of your worries

ObsidianBlackbirdMcNight · 12/09/2015 07:49

Read the thread properly!

You cancel the sale = you get the fees back. They open an item not as described case = you lose the fees.
If they open a case they will win, eBay finds in favour of buyers even if they are wrong.

Never accept PayPal for collection items.

StubbleTurnips · 12/09/2015 08:10

As PP have said cancellation is the way forward.

I have had a buyer open a case, ebay issue the full refund and then they've kept the item too (refused to return it). I've been double out of pocket, it's a scam.

Original poster
Snakesandbastards · 12/09/2015 20:14

I don't think this woman is an actual scammer but just being paranoid (it's what she said herself) that her 4 month old will be lying in a 'from birth to 4' buggy which purportedly 'sags' 2 cm under the baby's weight. Hmm I wonder if she uses a baby car seat or a bouncy cradle Confused

I am happy now to do a 'cancelled transaction' as it will get me back my eBay selling fees. Will it also get back the fees PayPal took out when they paid PayPal (despite me putting in capitals cash on collection in the ad and the description which they clearly ignored)

That was question 1.... PayPal fees
Question 2 is what if it's returned damaged? I really don't trust these people. I will make a point of inspecting it thoroughly as it wouldnt surprise me if they removed something.

Don't want to end up like stubble :-(

OP posts:
Original poster
Snakesandbastards · 12/09/2015 20:25

I've just tried to sell an item (I won't sell it of course) to see if I can list cash only and it won't let me proceed without putting in my PayPal email. Hence the crap I am sorting out now.

Maybe this only happens in the app? I will try direct log on.

OP posts:
Original poster
Snakesandbastards · 12/09/2015 20:37

Apparently no cash only allowed any more.

Quote. We're making transactions safer for eBay members by updating our accepted payments policy. The policy requires all sellers to offer PayPal as a payment method in their listings

Which is why the buyer paid via PayPal. How do you get around it? They ignored what I put in the description.

OP posts:
summerwinterton · 12/09/2015 20:41

you refund them and insist on cash. Otherwise they don't buy the item - simple as that. This is a huge eBay loophole which they refuse to warn sellers about.

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