topic Re: Advice on a refund in Selling

Advice on a refund

lyndalpn-cows — Thu, 08 Nov 2012 23:55:30 GMT

Hi everyone

Im a newbie seller and need some advice. I sold a silver plated tea set on ebay and the buyer has informed me today that he would like to send it back. I'm disappointed as it is lovely and I was excited that it sold, but understand that in the big picture it is worth it to do so. A bit of advice needed, do I refund the item cost, the postage cost, his postage cost or the whole lot? As it was a big item, the postage was expensive - about $20 plus a big $5 post box and heaps of packing so I dont really want to refund the postage... but if I have to I have to I guess.

Interestingly, when he bought this he had a feedback rating of zero - I guess everyone's got to buy their first item sometime, but sending your very first purchase back? weird. Anyway, I have explained that I am happy to refund and asked him nicely what the problem was, just so I can get an idea of how he wants to play this.

His email to me so far:

"Hi,
I have got your siver plate yesterday but I'd like to returns.
Im going to send to you back today.
Is that ok?
Sorry about that.
If i send to them today when I getto back to money?"

My response to him:

"Oh, thats disappointing, I'm sorry that you were not happy with it. Can I ask what the problem is?
I will refund the money as soon as it is back to me.
Kind regards
Lyndal"

The item is here if it helps anyone

http://www.ebay.com.au/itm/251175411662

Any advice on what I should do? Thanks so much for your expertise guys, this is a new part of the selling game for me!

Lyndal

Re: Advice on a refund

putney32 — Fri, 09 Nov 2012 00:00:08 GMT

firstly, do NOT refund anything until you have the set back and in the condition it was sent, and make sure it is exactly what you sent her.

secondly, your auction stated

Returns:7 day money back, buyer pays return postage

so there it is, however, I would state that I was not willing to accept a return for 'change of mind' ...

if they want a full refund, they should go thru the PayPal dispute, and let PayPal make it clear to them that they will have to return, by a trackable means (ie.Registered Post etc), at their own cost,

if it's not exactly as it was sent, come back here for more info.

Re: Advice on a refund

digital*ghost — Fri, 09 Nov 2012 00:09:29 GMT

If there is nothing wrong with the set, then it would be a change of mind return and I would refund purchase price only (upon receiving it back in the same condition as it was sent).

The best thing to do is work out a return policy and have all the terms in the listing so that buyers know exactly what to expect if they want to return an item, and you also have something written in clear detail to refer to in these kinds of situations. (My own policy is full refund plus return postage costs if an item is faulty or not as described, refund of purchase price only for change of mind, if items are returned in the exact same condition and return postage the responsibility of the buyer).

Re: Advice on a refund

cuddles_01au — Fri, 09 Nov 2012 00:47:45 GMT

How lovely

Re: Advice on a refund

phorum_junkie* — Fri, 09 Nov 2012 01:49:06 GMT

Do nothing until you receive it back, if you indeed do.

I would then refund the item price only as long as it is exactly as described and they have just changed their minds.

If they then open a Paypal dispute a lot will depend on what postage method they used to return it, no point in speculating so come back here if that happens.

Re: Advice on a refund

*new2vintage — Fri, 09 Nov 2012 02:05:41 GMT

Ask if they can send you photo's of any fault/s then decide what to do. Place the buyer's ID on your blocked bidders list also.

Re: Advice on a refund

lyndalpn-cows — Fri, 09 Nov 2012 02:30:09 GMT

Thank you all so much. I havent yet heard back from him what the problem is, that will give me a much clearer idea how to proceed. It certainly is exactly as described but who knows?

I will check in and update when I hear some more. Thanks so much everyone

Lyndal

Re: Advice on a refund

***super_nova*** — Fri, 09 Nov 2012 02:37:14 GMT

One more suggestion; I would have stated in the heading " silver plated", not silver. I know it is in the silverplate category, but you need to spell it out exactly in the listing. Some people do not search by category, they may search for "silver" and then say that they did not get silver.

Re: Advice on a refund

lyndalpn-cows — Fri, 09 Nov 2012 02:56:24 GMT

It actually says "Silver plate" in the heading and in the description but yes, I will make sure its really clear if I relist it again.

Thanks for the feedback.

Re: Advice on a refund

thesoulyearns — Fri, 09 Nov 2012 05:06:46 GMT

If there is nothing wrong with the set, then it would be a change of mind return and I would refund purchase price only (upon receiving it back in the same condition as it was sent).

The best thing to do is work out a return policy and have all the terms in the listing so that buyers know exactly what to expect if they want to return an item, and you also have something written in clear detail to refer to in these kinds of situations. (My own policy is full refund plus return postage costs if an item is faulty or not as described, refund of purchase price only for change of mind, if items are returned in the exact same condition and return postage the responsibility of the buyer).

eBay has set "returns accepted" so that, by default (e.g. unless you change it), the buyer pays return postage. You could even show the buyer that specific quote (as it was there for them to read in the listing under Return Policy) and they may even decide just to keep it or sell it again themselves, so they're not down by that big postage cost.

Re: Advice on a refund

t0psales — Fri, 09 Nov 2012 05:58:25 GMT

I have no idea about price of silver or anything but maybe, just maybe he wanted it so he could sell the silver?

Re: Advice on a refund

aj111003 — Fri, 09 Nov 2012 06:36:37 GMT

Another option which you could consider would be to ask the buyer to keep the set and have him resell it.

I sell alot of sliver plated teapot/coffee pot sets and can say that they sell fairly well. I think this buyer got a great deal for $45.00, especially because it includes the tray. I think if he was to resell he could fetch alot more and save on posting the item back. You have indicated the set has rarely (if ever) been used, so posting more photos in good light, showing the Ranleigh label on the base and photos of the inside condition of the set will all assist with reselling this item.

Even if he returns the set, I think there is a potential for you to be able to sell this set a second time round for more than $45.00.

Don't understand why there would be a problem with it, as it looks like a lovely set in excellent condition. Will be interesting to see what his response will be. He must have just simply changed his mind.

Good luck, hope you are able to get a good outcome. 🙂

Re: Advice on a refund

lyndalpn-cows — Fri, 09 Nov 2012 08:14:24 GMT

Thanks. Yes, to be honest we were surpised that it didnt go higher, so I am not all that disappointed at giving it another shot, I think he got a great deal too!

I havent heard back yet so we'll see 🙂

Re: Advice on a refund

gem-boy-g — Fri, 09 Nov 2012 09:53:03 GMT

it's lovely and went far too cheap, hope you get the chance to resell it and start a lot higher.

Re: Advice on a refund

phorum_junkie* — Fri, 09 Nov 2012 22:02:53 GMT

Tell him that PayPal will not give him any Buyer protection if he doesn't.

Why on earth would you tell them that? If it is just change of mind and they send it back without Paypal qualifying proof of posting the OP can refund just the item price and there is nothing the buyer can do about it.

Re: Advice on a refund

lyndalpn-cows — Tue, 20 Nov 2012 06:29:37 GMT

Hi everyone

OK< the tea set arrived back today and sadly it is NOT in the condition I sent it - there is a large crack in two of the pieces - which is no mean feat, being EPNS they are not that easy to crack.

I asked the buyer on two separate occasions why he was returning it and he said "it was not what he expected" but did not mention any fault or damage and it was certainly not cracked when I shipped it (I hand polished the bloody thing so I know every inch of it!). I have no idea if he insured it, but I did not need to sign for it so I would say he did not send it back by registered post or anything like that.

My next plan of action was to contact him and tell him that the piece is damaged and he will not receive a refund. Is there anything else I need to do?

I'm very disappointed as money aside it was a lovely set and its now ruined 😞

Re: Advice on a refund

lyndal1838 — Tue, 20 Nov 2012 06:37:28 GMT

You should be able to see if it was registered or not....there would be a Registered Post sticker on it.

What a pity it was damaged. Could it have been done by AP? Was it properly packed?

You must offer to send it back to the buyer....you cannot keep the money and the set or you may find the buyer reporting you to the police.

Re: Advice on a refund

*new2vintage — Tue, 20 Nov 2012 06:40:15 GMT

The buyer can't prove they've returned it so your options are to give a partial or no refund. It is dishonest and disgusting of them to damage it and expect to receive a refund. In a case like this it's best to ask for photo's and if everything doesn't look the same refuse to arrange a refund. Whatever you do they can leave you negative feedback but don't let fear of that influence your decision.

Re: Advice on a refund

lyndalpn-cows — Tue, 20 Nov 2012 06:41:52 GMT

It certainly could have been Australia Post.... but it was not registered post, it has no sticker. So I'm confused, I have to offer to spend another $20 posting it back to him?

Re: Advice on a refund

*new2vintage — Tue, 20 Nov 2012 06:42:07 GMT

You can offer to return it - but only at the buyer's expense. After all they've caused the problem not you.