What to do about refunding a buyer who is not happy with item?

[andyrobo237]

Ok, the story is....

The buyer is not happy with item, wanted a full refund plus their return postage - I said to return it and I would issure refund for what she had paid, but was not obliged to pay her return postage.

Now she is saying she has sent it, and I have not received it back. Who is liable - she is asking for her refund - I have not got it back, so wont refund. She had already left me feedback, so that is not an issue.

I think it is up to her to send by a traceable means (I sent it to her by normal post, but that is at my risk). As it now lost - was send 1st class over a week ago - what do you seasoned Ebayers think I should do? Worst case is she opens a Paypal dispute and gets her money back???

ask her if she got reciept for item sent as it would be her responsibility to have one as how would she prove she has sent it at all other wise i would of thought if you have not recieved item back then you should not have to refund

e mail e bay and explain situation and see what they would suggest or offer her a partial refund due to lost item i would see what e bay think i see they have a helpline up and running now so you could call them for advise

I wouldn't necessarily think its lost, first class is taking as long as 2 weeks at the moment.
You can't claim for 15 days either for lost parcels. Its basically her responsibility if she didn't get proof of postage. If she has then ask make her wait to claim the item from royal mail. it will more than likely turn up on day 14 or 15.If she didn't get proof of postage its her fault really.

if she opens a paypal dispute she won't get her money back because she didn't return it by trackable means.

simply tell her you haven't received it yet and no return =no refund

Paypal is an arse though and usually finds in favour of the buyer.

She should have sent in via recordable means. And no, you do not have to refund her postage if she is simply unhappy.

If you can't agree who's at fault i would just leeve it to paypal to decide.

if you have proof that it was delivered to her then paypal will find in your favour, but if you sent it by a non trackable means its a bit more difficult to prove that she has received it.You can provide paypal with further information ([email protected]) to help them decide the case though, so you can prove that she had the item by sending them copies of the emails between you and the buyer, and if she has returned it as she claims paypal will ask her for a tracking number, and you wont have to pay her postage cost even if paypal find in her favour.

Thanks all - I will wait until next week and see if she contacts me, or if not heard since wed, I will email her to ask how it was sent.