@*aussie* wrote:
Hi All
So am I in the wrong?
@So if i refund, she gets 2x plates @ $50 + postage $14 total $64
Actual cost of postage $15 + Expand bag $2 + Reg $3
That just does not sound fair
Thanks Jenny
/
I personally have no interest in judging what is right or wrong - you're the seller, it's up to you to decide what is an appropriate charge for postage. The buyer has the opportunity to decide beforehand, and afterwards, whether they like how much they're being charged, but the simple fact is in the majority of cases they don't have the right to demand a refund if they decide they paid to much for the service that was provided (I do consider there to be exceptions, but unless there's more info that would change the circumstances, I do not consider this to be one of them) - and that, the last point, is what I am basing my advice to you on.
But since you did ask, didn't the buyer offer $20 for each plate? If that was accepted, that's $40 item total, cost of postage (to you) appears to be around $20, so just from an objective view point, the buyer is probably looking at it as though they paid $72 for $60 worth of items / service. If the plates were really well packed, TBH I don't feel $12 is excessive, all things considered, though if I was going to hazard a guess as to your buyer's point of view, I'd say they were first annoyed they arrived in a postal bag (as opposed to a box, which is recommended for fragile items), and that annoyance was exacerbated by a perceived difference in postage cost and charge, even though it seems the plates arrived fine. I don't think any of that condones their behaviour, but if it helps you look at things from their (potential) perspective and reach an amicable conclusion, all the better.
As I said, if it is a PayPal dispute (as it sounds, because an eBay email notifying of a request isn't worded like that), call them. Or take your (relatively good) chances and escalate it to a claim yourself, since (again, as I said) PayPal should immediately close the dispute in your favour since it's asking for a partial refund over postage costs. Meaning, the dispute is closed, buyer doesn't get any refund at all, and the hold on the full payment is released.
If it is an eBay request, meaning the dispute is being handled via eBay's resolution centre and not PayPal's, then unless you want to negotiate a mutually agreeable resolution with the buyer, you really do need to call them to sort it out because if you rely on eBay's automated system, you risk the buyer getting a full refund and keeping the items.
