Help- not sure when to give refund

[tutu100]

I started a thread a few days ago as I sold something that the buyer said wasn't as described so they wanted a refund. It was a pushchair and what she said was wrong with it definatly wasn't broken when I sent it. DP thinks from her description of the problem that the pushchair has been dropped on it's side presumably during transit.

I sent it using ParcelForce so am going to put in a claim through them. The buyer seems to be ok with all this, but obviously wants her refund. I am of course going to refund, but am uncomfortable doing this until ParcelForce have decided on the claim. From looking on their website I have to make the claim as the sender, but the item and packaging must be available at the delivery address for them to check.

I'm just worried that if I refund before ParcelForce have decided whether they will refund me the buyer will have the pushchair and the refund and I will be out of pocket with no pushchair.

What is the right way to do this?

Tricky one, are you flogging it via Ebay? If so I guess you want to avoid negative press and Parecel Force could take some time to refund you.

Why not message the buyer and say that parcel froce have 'suggested' that you hold on everything 'till they have processed the claim?

Do you want it back if it's broken though? Although I suppose you have to dispose of it or could it still be used.

Argh it's a pian when this sort of thing happens.

From the Parcel Force website, it says that if they find it was damaged due to them they will refund me the money (I then refund buyer) and Parcel Force take the item. That way neither the buyer or myself are out of pocket.

However I'm guessing the buyer wants a refund now.

Sorry I meant to put that I sold it through ebay.

you need to refund now. keep your buyer sweet in case you need the original packing etc. But in any case, a seller refunds the buyer then persues a claim.

SixLost Monkey's what happens though if I refund the buyer and then Parcel Force say that the pushchair isn't damaged through their fault? Then I will be seriously out of pocket.

I have no problem refunding the buyer eventually, and I know I have to put in the claim (have done already) but if I refund the buyer then they have no reason to keep the pushchair and packaging for Parcel Force to examine.