topic Re: Refund postage? in Selling

Refund postage?

di*s-stuff — Wed, 22 Aug 2012 01:00:07 GMT

I have a buyer who purchased a backpack from me and after receiving it messaged me saying she wanted a refund because it was too small for her requirements.

I pointed out that the measurements are stated in both metric and imperial measurements in the listing but that I was happy to give her a refund since it doesn't suit her needs.

She returned it and I refunded her the cost of the item. She has now messaged me again saying she wants the original postage cost refunded too.

My return policy states "7 day money back, buyer pays return postage".

Since my return policy doesn't say anything about refunding only the item cost do I have to refund her the postage as well?

Re: Refund postage?

the-kazbar — Wed, 22 Aug 2012 01:03:47 GMT

For a change of mind refund (which is basically what it is if the item is as described) then the postage costs are generally not refunded.

Re: Refund postage?

***super_nova*** — Wed, 22 Aug 2012 01:04:35 GMT

No, I think it goes without saying that if it is the buyers fault for not reading the description properly = change of mind, the seller does not have to refund postage cost.

But, as here you get some very dense people, it may be a good idea to chage your refund policy to say: In case of change of mind only the cost of the item will be refunded, the buyer has to cover postage both ways.

Re: Refund postage?

wishuponastarcelebrationsandgifts — Wed, 22 Aug 2012 01:05:01 GMT

If your listing had incorrect measurements, the item was faulty, or was not as described I would refund the entire amount including the return postage.

In this circumstance I would not refund the postage as it is a change of mind refund and you should not be out of pocket.

Re: Refund postage?

kopenhagen5 — Wed, 22 Aug 2012 01:12:29 GMT

In short, No.

Depending on the way she asked for the refund in the first place would decide whether I refund her at all.

It sounds like you have done things correctly and due to her oversight you have even accomodated her wishes.

If the postage is only a few dollars, perhaps refund that as well, providing she has been polite about it, otherwise I may consider otherwise. 😉

Re: Refund postage?

motherbear2003 — Wed, 22 Aug 2012 01:28:23 GMT

Definitely not:-) Your buyer failed to read the listing properly and changed her mind - no fault on your part at all.

Re: Refund postage?

foxette-in-sox — Wed, 22 Aug 2012 01:30:39 GMT

You've received a neutral for EXACT same problem back in July.

JMO but 31.5cm is a VERY VERY small backpack.I'd be PRESUMING that buyers aren't reading the listing & think they'll receive a school size backpack,not a small lunchbox size backpack.

Perhaps you could word it better,make the measurements in bolder & larger print,put the backpack next to a school ruler etc

Re: Refund postage?

di*s-stuff — Wed, 22 Aug 2012 01:33:56 GMT

Thank you all for the replies. I will do as Super-Nova suggested and change the wording on my return policy.

Since I've received another request for a refund for the same reason today I'm thinking I might add the word "small" to my description, even though I've sold well over 100 of these backpacks to happy customers.

I think this 2nd person is aware she is not actually entitled to a refund for change of mind as she accused me of selling it as a large backpack (nowhere do I use the word large in my listing as I know it isn't a large backpack) and also said the shipping was delayed when in fact she received the item a week earlier than the listing said she would.

Now to change the wording on 120 listings - I hope this can be done in bulk edit 🙂

Re: Refund postage?

foxette-in-sox — Wed, 22 Aug 2012 01:36:56 GMT

Geez,they're not even licensed products-they're fakes.:|

Re: Refund postage?

leader-of-the-band — Wed, 22 Aug 2012 01:59:49 GMT

Thank you all for the replies. I will do as Super-Nova suggested and change the wording on my return policy.

Since I've received another request for a refund for the same reason today I'm thinking I might add the word "small" to my description, even though I've sold well over 100 of these backpacks to happy customers.

if it is one of the backbacks that had the words "Backpack Schoolbag" in the title I'd be removing the word "Schoolbag" from the title. Think about it, some eBayers are going to buy based on the title without reading the description. They see the words Backpack Schoolbag and their brain processes it as being a bigger backpack than it really is, and being big enough to be the only backpack their child needs to take all their gear to school.

Re: Refund postage?

phorum_junkie* — Wed, 22 Aug 2012 10:14:42 GMT

WOW, if I was selling unlicensed merchandise I wouldn't be posting on these boards using my selling id.

You are now on borrowed time as people will be hitting the report button on your listings and some will no doubt be contacting the right's owners of those images, anyone seeing this having bought from you will probably be contacting customs too as they will not want to be caught with counterfeit imported items.

I hope you realise that a visit from the authorities could have you at best paying a fine and possibly doing jail time especially because you are dropshipping and so importing the merchandise.

If your title says school backpack then that is what the buyer should get, I would have refunded in full and told them to keep it as even though the measurements were in the description the title is equally valid and you cannot afford to get any buyer offside.

Re: Refund postage?

drz250k — Wed, 22 Aug 2012 12:36:42 GMT

What a drama queen!!!!

Do you think they will send a swat team and a dog squad out as well, just to be on the safe side.

PJ is your post for real or are you taking the Micky. Lol

Re: Refund postage?

phorum_junkie* — Wed, 22 Aug 2012 17:16:51 GMT

Just ask Foxy what happened to the seller who was daft enough to send her a counterfeit clothing item and then refused to refund unless it was returned if you think I was being a 'drama queen'!!!!!!.

Re: Refund postage?

foxette-in-sox — Wed, 22 Aug 2012 21:43:42 GMT

What a drama queen!!!! Do you think they will send a swat team and a dog squad out as well, just to be on the safe side. PJ is your post for real or are you taking the Micky. Lol

Actually,it will be police & a staff member from Counterfeit Investigations who will launch the raid on your home & thats just the beginning.It only takes ONE buyer of yours about ONE hr to set this in motion.Been there,done that,next question?:|