have to refund someone- advice needed.

[indiasmum]

someone has receievd something i sold them. i specified that if anyone is unhappy with item ie not as described i will refund. never had to do it before. i actually think it was in pretty good condition with no stains or anything, but still nevermind. do i just leave feedback but say that i have refunded? and also do i need to refund orig postage paid as well or just the item amount?

Have you got the item back?

refund just item amount, dont bother with feedback, unless of course they leave you negative feedback.

Oh yes, dont refund until you have the item back.

no, not got item back yet, just wanted to know what to do when i do iyswim!
so how do i 'complete' the sold, feedback bit if i dont leave any? or do i not need to?

what was their reason for wanting a refund?

You dont need to, I think you can delete it, if not it will just disappear after 28 days ish.

they were 'disappointed with the condition of it'.

its USED! its not going to be immaculate. i did say it had been well loved, but there were no stains or visible fading. i think some people have too high expectations personally. i have never asked for a refund before- just put disappointment down to experience and forgotten about it.

wait for them to return it to see if legit.
Refund what they paid ie cost + P&P. If you were at fault maybe a good idea to refund them the return p&p - but that's up to you - paypal don't offer this.

don't worry about the feedback yet

i dont feel i was wrong at all actually. i think she just got carried away bidding for it and paid more than she perhaps wanted for a 2nd hand top!

oh well, if you have said you will give a refund, then you must, once they have returned it to you in the condition you sent it out in.

They have to pay to send it back and you refund the amount paid for the item (not the postage as that has already been paid out.

You can leave them neutral feedback i believe by using the stars, and put in the feedback comments that you had given a refund. and ask them to do the same. that way people who look you up will see that you are fair and didnt quibble over the item (iyswim).

you can then relist the item under 2nd chance.

oh, 6 lost monkeys, do you have to reimburse the P&P?
if so, sorry indiasmum, for giving you bad advice.
goes to attend boiling over and very mushy pasta

unfortunately you do have to refund the postage (the initial postage not the return postage) even though it's already been spent.

depending on how you worded your communication regarding the refund I'd have a think about this. If you do believe the item is as described then you don't have to offer a refund.
If they open a dispute, paypal will need them to return the item by trackable means and they will require both of you to show proof of the condition.

i'd put it to her that you believe the item is as described and if she wishes she can return it to you at her own expense in the original packaging. Upon receipt you will re-check the item and get back to her after the inspection