topic Re: Refund - Return Post Question in Selling

Refund - Return Post Question

noosaprue — Sun, 08 Jul 2012 10:34:00 GMT

I sold an item which the buyer tells me is defected. Without thinking about it I have offered to have the item back and offered a full refund via paypal.

The problem is, I quoted $15 for postage and it actually cost me $27.15 due to the size and location of the buyer, so I'm out of pocket, which I was happy to wear. Now the buyer is going to post it back and I've refunded the orginal postage quoted of $15, so do I have to pay the full postage back or just the difference?

Re: Refund - Return Post Question

freightcar2009 — Sun, 08 Jul 2012 10:40:51 GMT

As a buyer, I would never expect postage refunded back to you, the same as if I bought something from Harvey Norman I would not expect to be reimbursed for petrol to take it back.

The cost of post back to your client is your cost I would imagine and the misteach in the refund is also a cost you would be better off wearing as it leaves a bad taste to keep going back and saying "sorry another misteach by me":.

The whole idea is to get a repeat customer and dazzle them with your service, professionalism and honesty.

Re: Refund - Return Post Question

wishuponastarcelebrationsandgifts — Sun, 08 Jul 2012 12:28:49 GMT

If a buyer claims an item is faulty and I want it sent back to me, I refund them the full price they paid (including postage) plus the cost for them to post it back to me if the item is actually faulty.

My reasoning for this is that I don't think a buyer should be out of pocket if they received a defective item. It is bad enough that they have been inconvenienced with having to make a trip to the post office to post it back and have to wait for a refund or a replacement.

I make a point of stating that IF the item is found to be faulty upon receipt then postage will be refunded as I do not offer refunds for postage for change of mind purchases.

Re: Refund - Return Post Question

fishing_4_tupperware — Sun, 08 Jul 2012 13:00:56 GMT

I am with wish, the buyer should not be penalised for buying a defective item. Sadly IMHO it is up to you to refund all costs to the buyer.

Re: Refund - Return Post Question

davewil1964 — Sun, 08 Jul 2012 13:42:34 GMT

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

AFTER you get the item back is the time to decide whether or not you refund the return postage. Paypal will refund the total cost (including postage) to the buyer if the item is SNAD. It's up to you to determine whether or not you inadequately described the item.

Re: Refund - Return Post Question

***super_nova*** — Sun, 08 Jul 2012 23:50:03 GMT

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

PP cannot judge if the case, therefore their rule is each party pays postage one way. But wise seller would definitely pay the return postage as well, if the item was defective, or damaged in transit.

I do not think you can compare postage to B&M stores; if I have to return something to a store, most likely I would do it when I would go that way anyway. And in any case, the cost of petrol for most people would not be very much, while cost of postage is a large part of many on line purchases.

Re: Refund - Return Post Question

***super_nova*** — Sun, 08 Jul 2012 23:52:34 GMT

PP cannot judge if the case, therefore

PP cannot judge if the case is justified................ 🙂

Re: Refund - Return Post Question

wishuponastarcelebrationsandgifts — Mon, 09 Jul 2012 00:30:29 GMT

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

AFTER you get the item back is the time to decide whether or not you refund the return postage. Paypal will refund the total cost (including postage) to the buyer if the item is SNAD. It's up to you to determine whether or not you inadequately described the item.

There is a difference between buying online and in a B&M. A buyer has the opportunity to inspect physical goods in a shop, so obvious faults are often picked up prior to purchase. Of course that is not always the case but there is a lesser risk of buying faulty goods in a store.

Secondly the buyer has to return the parcel to the post office, perhaps buy packaging for it, line up in a queue to post it etc. This would be similar to taking it back to a store. With a B&M though there is no additional outlay of cash for postage.

Re: Refund - Return Post Question

bsal6160 — Mon, 09 Jul 2012 10:40:00 GMT

I cant believe that some sellers would even think that the return postage should be at the buyers expense. All responsibilty for the item lies with the seller. As an example. You buy a $20.00 item with $10.00 postage. Arrives faulty, broken, whatever, you have to return post. $5.00 for packaging and $10.00 to post. Now you are $15.00 out of pocket and nothing to show for it.

Incredible some sellers think like that.

Re: Refund - Return Post Question

davewil1964 — Mon, 09 Jul 2012 15:24:08 GMT

Them's Paypal's rules, which a lot of sellers seem to adhere to.

I don't offer refunds for change of mind. A book is a book.

I can't believe the last three posters seem to think that all buyers are honest. Read a few threads. Notwithstanding, a buyer's idea of SNAD doesn't necessarily equate to the sellers', or reality.

Re: Refund - Return Post Question

wishuponastarcelebrationsandgifts — Tue, 10 Jul 2012 01:23:59 GMT

Them's Paypal's rules, which a lot of sellers seem to adhere to.

I don't offer refunds for change of mind. A book is a book.

I can't believe the last three posters seem to think that all buyers are honest. Read a few threads. Notwithstanding, a buyer's idea of SNAD doesn't necessarily equate to the sellers', or reality.

As a seller I am more than aware that there are dishonest ebay buyers, and have unfortunately come across quite a few. My initial post stated:

I stated that IF the item is found to be faulty upon receipt then postage will be refunded as I do not offer refunds for postage for change of mind purchases.

My point was that if a buyer simply changed their mind about an item and wanted to return it under the guise it was faulty when it wasn't, I wouldn't refund postage. If it was genuinely faulty then I would.

Re: Refund - Return Post Question

noosaprue — Tue, 10 Jul 2012 02:36:20 GMT

Ok...just to clarify.

The item was $42 and quoted postage was $15 = $57

It actually cost me $27.15 to post because of the buyers location and size, so I'm out of pocked $12.15.

Buyer said it's faulty - I have completely refunded the $57 to them.

My question is 'do I pay for the postage back'? I know how much it costs and all money to the buyer was refunded but I know it costs more to post it back.

See my dilema?

Depending on what the buyer tells me, it could be $30 to post back, so do I have to pay the $30 or just the difference as all their money has been refeunded to them.

I want to do the right thing, hence the question.

Re: Refund - Return Post Question

wishuponastarcelebrationsandgifts — Tue, 10 Jul 2012 02:54:29 GMT

My thought is that a buyer purchases an item based on the total price as per the listing inclusive of postage. If the seller has understimated the postage, and ends up out of pocket, then the seller needs to wear that cost.

If it were me I would refund the buyer the total they paid for the item ie. $57 as well as their cost to return it (providing it is actually faulty) upon receipt. I would have suggested that you advise the buyer if the item is found not to be faulty upon receipt then you would refund the purchase price only of $42. It is best to wait for the item to be returned prior to issuing a refund.

Had the item been listed with the correct postage then the buyer may have elected not to purchase it at the higher price. You cannot expect a buyer to pay for your error with the postage calculation.

Is the fault a clearly visible one? If so, there is also the option to request photos of the damage rather than requiring an item be returned if it is in a state that it cannot be salvaged. That saves the buyer the inconvenience of returning the item, and you the expense of paying for return postage.