topic Cancelling order and partially refunding in Selling

Cancelling order and partially refunding

spicy-pickles — Sat, 23 Jan 2016 07:42:21 GMT

I've had a buyer purchase an item then the next day after posting ask via messaging to return it. This is fine by me, but I want to charge a restocking fee as specified in the listing.

When I go to cancel the order, the only option is refund them in full. They paid by Paypal, and if I send them a refund by Paypal I'll get dinged.. plus I won't get my fees back.

I could send them a refund as a separate transaction, but I still won't get my fees back.

Is there any solution to this where I can partially refund them and still get my fees returned?

Re: Cancelling order and partially refunding

davewil1964 — Sat, 23 Jan 2016 08:11:48 GMT

If you do a partial refund through Paypal, you will get that portion credited. You won't get eBay fees credited, but surely that is part of why you charge a restocking fee? And can be absorbed within it.

I have no idea how much stock you have or how much you think your time is worth as this is obviously a buying ID, but that is part of the rationale for a restocking fee - to cover miscellaneous expenses like eBay fees.

Re: Cancelling order and partially refunding

spicy-pickles — Sat, 23 Jan 2016 08:52:40 GMT

I have a restocking fee of 20% which for high value items can be quite a bit. So in those cases I'm happy to refund minus only my incurred costs to the buyer if they are polite and reasonable about things.

Unfortunately it seems that eBay gives me no option through their system for a partial refund so I'm going to have to hit the buyer for the fees too. You mention doing a partial refund through Paypal, but I have a vague recollection of getting a defect or something last time I did that.

The other way is to tell the buyer to open a return request, I'm trying to avoid that but maybe it's the only avenue here. Especially in case they select a different option for the reason rather than change of mind.

Re: Cancelling order and partially refunding

davewil1964 — Sat, 23 Jan 2016 10:19:49 GMT

if they open a return request for anything other than change of mind and you don't refund in full you WILL get a defect. Of which you are allowed very few under the new system.

I do quite a few partial refunds through Paypal, for overpaid postage on multiple items, and have never had a defect.

I suppose it depends on whether your 20% can cover the <10% in eBay fees. Or your greed.

I look forward to you coming back complaining about the 'unwarranted' neg you got because you tried to screw the buyer out of every cent you could.

Re: Cancelling order and partially refunding

harley_babes_hoard — Sat, 23 Jan 2016 10:29:50 GMT

yes it certainly reads like that Dave

I think most sellers would just refund minus the ebay & paypal fees, other than that what is your restocking fee for?

Re: Cancelling order and partially refunding

lane-ends — Sat, 23 Jan 2016 10:50:32 GMT

restocking fee is sometimes used to recoup a free post shipping cost on a sale that is cancelled.

Re: Cancelling order and partially refunding

davewil1964 — Sat, 23 Jan 2016 10:58:34 GMT

But in this case OP wants their eBay fees on top of the restocking fee.

Re: Cancelling order and partially refunding

bluebudgies — Sat, 23 Jan 2016 12:00:03 GMT

If they paid using a voucher there's usually no way to do a partial refund through ebay. I wouldn't recommend refunding them separately because they could still do a claim and get all their money back, on top of what you've already refunded. So I'm not sure what the answer is but maybe you'll have to contact ebay. Not that I'd hold my breath waiting for help from them! I think the vouchers cause a lot of problems in this respect.

Your restocking terms are nobody else's business and if the buyers read them before they buy, then they either accept them or they shouldn't buy.

Re: Cancelling order and partially refunding

davewil1964 — Sat, 23 Jan 2016 12:10:30 GMT

I doubt vouchers are the issue. You're drawing a long bow.

At least I offered some relevant info.

Re: Cancelling order and partially refunding

spicy-pickles — Sat, 23 Jan 2016 12:30:26 GMT

@davewil1964 wrote:

I look forward to you coming back complaining about the 'unwarranted' neg you got because you tried to screw the buyer out of every cent you could.

But in this case OP wants their eBay fees on top of the restocking fee.

What is the issue with wanting to be reimbursed for my costs involved if the buyer changes their mind? I should not have to eat this expense.

Ebay allows me to set a restocking fee up to 20%, which I don't want to charge in this case. I am only asking my expenses be covered, so I'm not sure where you are getting the screw them attitude from.

The buyer agreed to a potential 20% restocking fee when they purchased the item, I feel that is excessive in this case. On low cost items it does not even cover postage but I suck that up.

For returns that are my fault I always refund 100%.

I would love to be able to say No Returns, but I am happy to accommodate buyers where I can. There just seems to be no middle ground option.

Re: Cancelling order and partially refunding

davewil1964 — Sat, 23 Jan 2016 12:43:08 GMT

From your previous posts you were seeming to want reimbursement of all fees PLUS your restocking fee.

If I was wrong I apologise, but maybe when you are seeking help on the boards you might consider giving ALL information

Re: Cancelling order and partially refunding

spicy-pickles — Sat, 23 Jan 2016 13:10:18 GMT

That's not at all what I want.. sorry if I didn't explain clearly.

I would like the lesser amount of my fees back, up to the restocking percentage.

The restocking fee in this case is higher than my incurred fees, so I am happy to take the lower amount.

Even though I have previously set the restocking % in the system, I didn't even get an option to refund less that.

The only option presented upon selecting to cancel the order at the buyer's request is to refund the full amount.

Re: Cancelling order and partially refunding

phorum_junkie* — Sun, 24 Jan 2016 00:32:54 GMT

When this happens with my buyers, very seldom I might add, I just refund item price only through Paypal and eat the ebay fees however my fees are rarely more than four bucks. For more expensive items I wouuld charge a restocking fee.

If the seller offers free postage then the only way of refunding less than 100% if it is a change of mind ebay request is to charge a restocking fee.

In this instance I think the seller is doing the right thing and the buyer is happy however they are worried that if they just do a partial refund through Paypal for the item price plus ebay fees they will get a defect. That has never happened to me either when I have refunded without it going through ebay or when it has.

Re: Cancelling order and partially refunding

ausbargainbasement — Sun, 24 Jan 2016 06:30:29 GMT

Where is the setting for restocking fee, and does it automatically appear in your listing or does one need to add a note stating we charge a restocking fee of blah blah, ect

Re: Cancelling order and partially refunding

spicy-pickles — Sun, 24 Jan 2016 09:54:40 GMT

There's an option now in your Return Policy in Business Policies.

You can set.. No, 10%, 15% or 20%

No need to write it anywhere else, it will automatically show "xx% restocking fee may apply" in the listing header details and again in the Return policy under the Postage and payments tab.

Re: Cancelling order and partially refunding

ausbargainbasement — Sun, 24 Jan 2016 10:30:16 GMT

Thanks its supposed to be in the sell section but cant find it there.

Re: Cancelling order and partially refunding

davewil1964 — Sun, 24 Jan 2016 12:11:45 GMT

You need to have policies set up, I believe. I don't, so I can't offer any further information.

Re: Cancelling order and partially refunding

Anonymous — Sun, 24 Jan 2016 22:58:03 GMT

i had a restocking fee set up. 10% only but i decided that for the very few i had to cancel and refund it wasnt worth the mess around for the 30c paypal fee and a relisting fee (which is only 5c in my category)

I read on the buyers forums that many buyers will not buy from a seller if they have a restocking fee set up as they think its unreasonable