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Original poster

Buyer wants me tor efund her becasue the item was damaged in the post. She wants to keep the tiem though

56 replies

saltire · 22/08/2007 11:18

Posted a print off in a tube on Saturday, got email today from buyer saying "item arrived today, unfortunately we have a problem, as postal tube got all damaged. I would like a refund, will keep the print though and let you claim back from Post Office".

Am I right in thinking that she would need to send me the print back before I give her a refund. She claims she has phtots of the damage, but I don't see why I should refund her and let her keep the print, damaged or otherwise

OP posts:
Peachy · 22/08/2007 12:02

Dh always refunds on return of the item- he does cover the return postage (partly because the things he sells are quite costly to post, £7 is about average) but would never refund until received. There ARE lots of triers on out there- quite often he'll get a unit back where the buyer has simnply removed a fuse to make it look as if it isn't working (in these cases, Dh e-mails and says 'a fuse appears to have nysteriously gone missing in transi, despite being present for testing. As this is not a fault with the unit I cannot offer a refund under our T&C, however I will offer to buy the item back at (item cost inc. postage - 15%))

Peachy · 22/08/2007 12:04

who exactly needs to vclaim depends on whether item was sent recorded, or just with prrof iof postage

Original poster
saltire · 22/08/2007 12:05

It wasn't sent recorded, although I do have a proof of posting receipt from Post Office.

OP posts:
NadineBaggott · 22/08/2007 12:06

she's avin a larf

LazyLineLegilimens · 22/08/2007 12:06

If the item is damaged you need to refund the money she paid you plus her postage for sending it back to you. But do not pay anything until you have it back.

Dropdeadfred · 22/08/2007 12:08

ask her to return it in the original packing..why would she want a print that is damaged?

Original poster
saltire · 22/08/2007 12:08

She has even offered to email me photos of the damaged tube. She doesn't actually say int he email that the print is damaged, just the tube!.

OP posts:
CarGirl · 22/08/2007 12:09

well you will only get back £6.20 max from royal mail they will not refund for your packaging time! If it is in good enough condition to keep you could offer her a partial refund when you get refunded from royal mail.

expatinscotland · 22/08/2007 12:09

If the item isn't damaged, then she is in no position to demand a refund.

Peachy · 22/08/2007 12:10

she's avin you on!

She didn't go through regular ebay channels (so you can't prove anything later on if there's a dispute), and she wants to keep it

NO

sixlostmonkeys · 22/08/2007 12:11

I think madamez has got it a little confused. It is infact the seller's obligation to ensure that an item gets delivered (in good condition) therefore it is the seller's duty to refund and claim from royal mail.

No return = no refund.

It doesn't matter what people state in their listing regarding refund policies really. The rules are damaged goods should be returned with their original packaging, so that the seller and the royal mail can see the damage. A seller should refund the total cost (price + P&P) but is not obliged to refund the return postage. A refund should be given before a claim with royal mail as a claim with royal mail can take some time.

Saturn74 · 22/08/2007 12:12

Send her the proof of posting and tell her to pursue a claim via the post office.

You fulfilled your side of the deal - you sent the item in perfectly adequate packing.

If the PO damaged it, let her deal with them.

And scan the proof of posting before sending it, so that you have a copy.

expatinscotland · 22/08/2007 12:13

The item was not damaged, though, only the packaging.

Scammer!

Another reason why I never use Ebay anymore.

whomovedmychocolate · 22/08/2007 12:16

Personally I'd tell her to sod off. If she returns the item as stated in your returns policy, then refund her minus postage. Offer to send her the proof of postage so she can take it up with royal mail.

Original poster
saltire · 22/08/2007 12:18

Humphery, but what if I send her the proof of posting and ask her to claim herself, she is then likely to contact ebay/paypal and claim a refund and it will rule in her favour!

I ahve decided that I am going to aske her to send me the item (even though she hasn't actually said it is damaged) and the damaged postal tube back to me, then I will refund her the original £7.50 that she paid, and will say that I will need the item and tube so I can show Royal Mail for my claim.

I'll let you all know what she says

OP posts:
Original poster
saltire · 22/08/2007 12:23

Have emailed her through the contact a buyer section of ebay, and have said this

Hi there. I'm sorry to hear there was so much damage to the packing. If you return the item and the original packing to me (so I can show it to Royal Mail for my claim) then I shall refund you the origianl amount paid.

OP posts:
CarGirl · 22/08/2007 12:24

If she gives you a reply still saying that she wants to keep it say something like "I don't understand why you want to keep a damaged print"

sugar34plum · 22/08/2007 12:26

i agree with op the item is not damaged just the packaging. I have recieved items posted in carrier bags before! But what i brought was fine so couldnt care less about the carrier bag!!!

She is definately trying it on. If she returns all the product then i would refund plus what its cost her to return. But no product no refund. Please stand your ground and dont be intimidated by her. Ebay and paypal will not refund her as you have already offered to do so. But make sure all your responces go through ebay channels so they have proof from you throughout.

I had this froma buyer who brought apair of jeans. Had email from her stating the jeans were fantastic but she already had a pair so similar so could she have a refund!!! Said no as nothing wrong with jeans and she went through paypal who i then sent copies of her emails too and they politely told her to sod off people always try it but scammewrs only win if you give in.

Good luck i hope you get it sorted.

Original poster
saltire · 22/08/2007 12:28

So If she says she wants to keep it and won't send it back, do I still need to refund her

OP posts:
expatinscotland · 22/08/2007 12:31

NO, you do NOT have to refund her if she keeps the item.

And PayPal/Ebay will not find in her favour given that she was satisfied enough with the item to keep it.

sugar34plum · 22/08/2007 12:32

no way. if she wont return the item then there really is nothing wrong with it is there? I hate people like this on ebay. I have a loads of items on there at mo and already being asked to put items on buy it now but only want to buy it for extra £2.00 than what its gone on for!!

We all like a bargain but not ready to give my things away!

She sounds like a bully just say please send item back in original condition once recieved full refund will be given. thankyou.

If she replies no then just ignore her.

Original poster
saltire · 22/08/2007 12:37

I ahve emailed her through ebay what i stated in the post below, I'll let you know when she replies

OP posts:
LazyLineLegilimens · 22/08/2007 12:38

Be careful with Paypal though, they really can be very unfair with finding in favour of the buyer regardless of circumstance.

CarGirl · 22/08/2007 12:47

I completely agree I think she is trying it on, I doubt you will here from her again

LIZS · 22/08/2007 12:49

words "cake" and "eat" spring to mind !

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