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eBay

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

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Original poster

help! I don't know what to do about this refund.

22 replies

beansmum · 14/11/2008 12:33

I sold a small wooden toy stove. The buyer emailed to say it had arrived damaged due to insufficient packaging. I thought I had packed it pretty well but said I would refund if they returned it. They have returned it in pieces. There is NO way all the damage was caused when I posted it, they just said one of the sides had split away but they have returned it completely ripped apart and with the lid/back of the stove broken in half, although that had been packed inside the other bits when I sent it.

What should I do? Just refund them? I'm really upset about it, it was a lovely toy, I wouldn't have been getting rid of it if I didn't have to and now it's just going to have to go in the bin.

OP posts:

Original poster

beansmum · 14/11/2008 12:58

Is this email ok?

The stove arrived today but there is considerably more damage to it than you originally stated and I can't understand how it could all have been caused in the post, even if my packaging was insufficient.

According to your email 'the side on the stove where it is joined together has split' but the whole stove is now in pieces and the back has been broken in half. Would you mind explaining again exactly what state the stove was in when it arrived, and how this further damage was caused?

I was happy to apologise for perhaps not doing a very good job on the packaging and happy to refund you, but I expected the stove to be returned in the state it arrived with you.

OP posts:

Original poster

beansmum · 14/11/2008 12:59

ooh, it's not is it? It sounds really horrible. Help me write a polite one!

OP posts:

southeastastra · 14/11/2008 13:07

sounds ok to me, what's their feedback like?

Original poster

beansmum · 14/11/2008 13:13

They've only been a member since oct but 100% positive.

OP posts:

sixlostmonkeys · 14/11/2008 13:14

Dear .....
Thank you for returning the stove as requested.
Unfortunately the damage is not as you stated in your message to me.
You explained that 'the side on the stove where it is joined together has split' but unfortunately the stove is now in pieces.
Parts of the stove that are now totally broken were originally packed (by me) inside other parts, therefor could not possibly have become damaged during transit.
Originally I was happy to refund you and offer an apology (without this being seen as a statement of responsibly for the damage) as a gesture of goodwill. Unfortunately now, due to the considerable damage to the stove, made not whilst in my possession nor whilst in transit, I am unable to offer a refund.

sixlostmonkeys · 14/11/2008 13:15

oh I forgot - see what others think before using my suggestion.....

PhantomOfTheChocolateCakeAvena · 14/11/2008 13:17

Can you contact Ebay about this and start a dispute?

It's a good idea to take picture of the item whilst packing it so they can't break it to get their money back. It's criminal damage IMO. You wouldn't go into a shop, buy a dress, take it home, rip it and then take it back though.

Feedback for someone who has only been a member for a few weeks isn't an indicator of their honesty.

Original poster

beansmum · 14/11/2008 13:24

I'll definitely be taking photos next time!

I think that it could possibly have arrived slightly damaged and the buyer was so annoyed she broke the whole thing into pieces. Some of the damage could not have happened in the post. I would have been happy to refund her if she had returned it as I had sent it to her but I'm not sure if I should have to now? I have the stove though (broken and unusable), should I offer to return it to her?

OP posts:

MadreInglese · 14/11/2008 13:27

I would definitely ask ebay help for advice, they have been very helpful when I've had a query

PhantomOfTheChocolateCakeAvena · 14/11/2008 13:27

Yes. She has paid for it. If you worked in a shop you wouldn't be expected to give a refund for this.

monkeymonkeymonkey · 14/11/2008 13:43

I wouldnt want to refund for thie either.
Can you go to the Royal Mail for this? You could make a compensation claim on the basis of what she has said and see if they belive her or not?

Lilyloo · 14/11/2008 14:20

I would forward sixlostmonkey mes to her. I would add for her to confirm what damage had been caused in transit so you can make a claim with rm and if you are successful then you will offer her a refund then!
Sounds like she damaged it though was it not only sold for 99p anyway ?

forevercleaningdogploppers · 14/11/2008 14:23

maybe offer half the refund. You are unable to repair it even for your own use, so why should you have to pay for something that either they or their packageing has caused it to be irrepairable.

I would be severely pissed off if i was you.

Original poster

beansmum · 14/11/2008 20:08

I sent my email and got this reply

"Where the side had split the stove no longer held together so I put the pieces in the post seperately as it was easier to package in a box. There should be no damage to the back of the stove as there was none when I posted it back to you. I can only assume that Royal Mail has once again damaged the object. It seemed quite flimsy though when it arrived. I hope this helps."

Should I just refund her and get over it, it was only 99p + £5 postage.

OP posts:

Lilyloo · 14/11/2008 20:24

tbh i would and then take a claim with rm!

ToThrottleABlackBird · 14/11/2008 21:23

Dont refund P+P, you are under no obligation to. Just refund the 99p and block her so she cant bid on anything of yours again.

twocutedarlings · 14/11/2008 21:46

Unfortunatley you have not choice really other that to give her a full refund (including P&P) and then claim from RM.

Tis shitty i know, but unfortunately this is how ebays/paypals policeys work .

alicet · 14/11/2008 21:52

Actually neither ebay or paypal expect you to refund p&p

ToThrottleABlackBird · 14/11/2008 21:52

I thought you didnt have to refund p+P?

sarah573 · 15/11/2008 18:13

If she raises a dispute through paypal then you are responsible for the bid price and the original postage costs, and the buyer is responsible for the cost of returning the item. IF I was going to refund her I would therefore refund 99p + the original postage costs, but not the cost she paid sending it back.

If I thought she had damaged it maliciously I would tell her to go sing to paypal for her refund. If she hasn't posted it back to you by recorded or special delivery she will have a hell of a job getting her money back as she will have no item to return to you.

JerricaBenton · 15/11/2008 18:36

Id refund 99p only

Lauriefairycake · 15/11/2008 18:40

you need to refund her all the money she spent inlcuding p&p both ways- if we take what she said at face value why should she be out of pocket in any way?

sorry for you though

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