topic Re: Questions about refund? in Selling

Questions about refund?

the*penny*chasers — Tue, 12 Aug 2014 04:01:05 GMT

Hi there fellow memebers

I wanted some advice on an item that I recently sold, that the buyer is now wanting a refund on? It was a new dress that had the tags removed, but had never been worn, however I did list it as "pre-owned". The buyer paid quickly, and I despatched the item within 24 hours (postage was free, and tracking was provided).

Like all my listings, the dress was checked for any faults, measuremenst were provided, and photos were taken. Approximtely 4 days after the buyer received the dress she messaged me saying how disappointed she was that A) the zip gets caught when doing the dress up B) the dress was too big and C) it took too long to arrive.

I wanted to recitfy the situation as I am hoping to avoid a negative, and so I aksed her to A) return the dress B) provide the traking info and C) agreed to refund her via her Paypal account once the dress was received in the same condition in which it was purchased.

Today she has meesaged me to say that the dress has been returned (she has not provided me with a tracking number) and she wants me to direct deposit the money to her bank account, and has enclosed her bank details. Does she have grounds to request the money be direct deposited? It isn't a huge amount ($61.00), but will be a hassle for me, and I thought it was a safer way to issue a refund via Paypal, especially as she had paid via Paypal.

Whilst I think I have been more than fair, I feel a negative coming up

Thanking you for reading my long winded post, and in advance for any help!

Re: Questions about refund?

amber-eyed-girl — Tue, 12 Aug 2014 04:09:05 GMT

Refund the way the buyer paid, upon receipt of the dress.

that way, it is on record with Paypal you did issue a refund.

you can go into your Paypal account and refund directly from her payment. That is the best way. She doesn't need to upgrade her account to get the money, if that's what is worrying her.

if she had opened up a claim through Paypal, she would have needed to send it back to you, tracked, at her expense, before receiving a refund for the initial payment. Under an item not as described claim. Paypal won't issue refunds for change of mind.

Wait for the dress. Without a tracking number you don't even know if it has been sent.

Re: Questions about refund?

kopenhagen5 — Tue, 12 Aug 2014 04:12:41 GMT

Does she have grounds to request the money be direct deposited?

No, and explain to her the ebay system doesn't allow you to refund in another way as you won't be covered.

If you DD and she then opens a PayPal case, she could in effect be refunded twice.

To follow ebays procedure, you will be refunding her as soon as you receive the item and the refund will automatically go back to it's funding source when you select refund in PayPal. (Don't deviate, she may be pushing for the refund knowing it hasn't been posted).

It's also possible the dress was worn for the one occasion it was needed and now being returned.

If you find it to have been used, and if she opens a case with PayPal and she cannot prove postage she will lose the case.

Be professional and polite in all communication through ebay, so if it does turn sour you may have grounds for feedback removal.

Re: Questions about refund?

amber-eyed-girl — Tue, 12 Aug 2014 04:15:23 GMT

If you do get a neg, you can respond with a follow up comment that addresses it i.e. Measurements provided, full refund issued or whatever is most pertinent to her feedback comment. Hope you do not get one, but prospective buyers will, if they see the neg, see your comment and it should be fine.

I have bought from sellers with the odd neg where otherwise they have a good record, if it looks like it was the buyer that caused any situation.

Kopenhagen is right about the possibility it has been worn, too; you really need to wait to see it before a refund.

Re: Questions about refund?

millj40 — Tue, 12 Aug 2014 04:16:50 GMT

Trouble is, the refund may count as a 'defect' against you if you hit the 'refund' option on paypal.

Re: Questions about refund?

curraone — Tue, 12 Aug 2014 04:23:23 GMT

@millj40 wrote:
Trouble is, the refund may count as a 'defect' against you if you hit the 'refund' option on paypal.

nevertheless, it is the only protection. Wait until you receive the item before you refund tho.

If you do receive a negative I would appeal - it is not your fault it does not fit, and postage tracking was provided. I can't comment on the zip, check that when you get it back.

Good luck!

Re: Questions about refund?

cmcoins2000 — Tue, 12 Aug 2014 05:33:55 GMT

Good afternoon. 1. Email her thanking her for posting the item back - ask if she could kindly provide a tracking number you can look out for. 2. Advise her on receipt of the item you will send a 'cancel transaction' to her using the buyer 'changed their mind'. ( No defects on change of mind). & you will get your FVF etc returned. 3. Also advise once the transaction is cancelled you will refund through PayPal. 4. Keep all copies of messages for proof. Don't think the buyer can leave feedback at all if there is a mutual agreement to cancel the transaction for the reasons above & it is cancelled in that manner.

Re: Questions about refund?

amber-eyed-girl — Tue, 12 Aug 2014 06:54:57 GMT

The buyer would have to agree to the mutual cancellation request, if they then say no, the fees won't be credited back to the seller.

No response from the buyer, after seven days, fees are credited. So you need a yes (officially, in response to the formal request) or no response to get the final value fees credited.

http://pages.ebay.com.au/help/sell/cancel-transaction-process.html

Re: Questions about refund?

amber-eyed-girl — Tue, 12 Aug 2014 07:00:24 GMT

Also, with a mutual cancellation request, the buyer is advised that they will no longer be obliged to pay for the item if they agree; but the buyer is also advised that if they have already paid, to get a refund before agreeing. For the buyer's protection.

Re: Questions about refund?

black*poppy — Tue, 12 Aug 2014 07:14:41 GMT

You won't get a defect for hitting the refund button with paypal. I've done it a couple of times recently and it hasn't happened. When you do the cancel transaction request, make sure you select the reason carefully, like buyer changed mind or whatever (I can't remember the wording exactly)

Re: Questions about refund?

i-love-my-sheep — Tue, 12 Aug 2014 07:48:51 GMT

@cmcoins2000 wrote:
Good afternoon. 1. Email her thanking her for posting the item back - ask if she could kindly provide a tracking number you can look out for. 2. Advise her on receipt of the item you will send a 'cancel transaction' to her using the buyer 'changed their mind'. ( No defects on change of mind). & you will get your FVF etc returned. 3. Also advise once the transaction is cancelled you will refund through PayPal. 4. Keep all copies of messages for proof. Don't think the buyer can leave feedback at all if there is a mutual agreement to cancel the transaction for the reasons above & it is cancelled in that manner.

The buyer can most definitely leave feedback after a cancelled transaction. Plenty of buyers will still neg, even after the transaction has been cancelled, because they can. Even if they requested the cancellation, some still leave a neg.

A buyer can't leave feedback after a NPD has closed. Neither can the seller for that matter.

Re: Questions about refund?

englishrosegardens — Tue, 12 Aug 2014 08:57:58 GMT

A buyer can't leave feedback after a NPD has closed. Neither can the seller for that matter.

According to a non-paid listing still in my Sold section, I can leave feedback for the buyer but they can't leave any for me. I haven't tried to do it because I don't want to leave anything positive for someone I never heard a word from, but the option for me to leave feedback is showing, even after the case has closed.

Re: Questions about refund?

kopenhagen5 — Tue, 12 Aug 2014 10:54:44 GMT

rose, you may find when you go to leave feedback it will come up with " you cannot leave feedback for this transaction".

Re: Questions about refund?

i-love-my-sheep — Tue, 12 Aug 2014 11:37:28 GMT

@kopenhagen5 wrote:
rose, you may find when you go to leave feedback it will come up with " you cannot leave feedback for this transaction".

Yep, that's pretty much it. I know, because I tried in the early days before I found out that leaving false positives was a big no no. I tried to leave feedback and got a message saying it can't be done. One time I did do it, again before I knew it was wrong, I left it just prior to closing the case. That buyer deserved it though LOL!! 25 feedback left for others, 24 of them were negative.

Re: Questions about refund?

the*penny*chasers — Thu, 14 Aug 2014 23:52:32 GMT

Thanks so much everyone 🙂

I haven't received the dress yet, so will wait and see what condition it is in when it arrives...I also had the feeling that it may have been worn once, and then returned. I know there isn't any point in saying it (only it makes me feel better), but I do find it very frustrating that as a seller, I am over a barrel!

Thanks again fellow eBayers!

Re: Questions about refund?

sueken4812 — Fri, 15 Aug 2014 01:29:44 GMT

Don't let the odd 'crooked' buyer get you down. I believe in the saying 'What goes around, comes around",
if you say that to yourself, it makes you feel better.

As an aside, can I ask what photo software you use? Your photographs are 'EXCELLENT'.

Re: Questions about refund?

the*penny*chasers — Fri, 15 Aug 2014 08:28:06 GMT

Hi sueken4812,

Thank you, and yes, great advice 🙂

I use photoshop for editing, and just a very basic studio set up....still working on mastering perfection with the photos, but I'm slowly getting the hang of it. I really appreciate your positive feedback

Re: Questions about refund?

kopenhagen5 — Fri, 15 Aug 2014 10:46:00 GMT

penny, let us know what happens.

As sue says, I also think your listings are great.

And there will always be the few that can't be pleased.

Just keep giving good service like you appear to be doing.

Re: Questions about refund?

black*poppy — Fri, 15 Aug 2014 11:01:43 GMT

The seller can leave feedback after a non-payment dispute is closed. I did it yesterday. I'm no sure about the buyer

Re: Questions about refund?

i-love-my-sheep — Fri, 15 Aug 2014 14:20:27 GMT

@black*poppy wrote:
The seller can leave feedback after a non-payment dispute is closed. I did it yesterday. I'm no sure about the buyer

Maybe that was a glitch or they have changed it because when I checked that the other day on a non payer, it wouldn't let me leave feedback (not that I had planned on it, I was just testing it - see screenshot below). If I clicked on the leave feedback button, it tells me I can't leave feedback.

Buyer definitely can't leave feedback once the case is closed. A line goes through the feedback icon which blocks them. Did you leave the feedback on the phone app, or computer?

I don't know if that is the case with people who get the strike removed though. One of my non payers got their strike removed and the line disappeared from the feedback icon on my selling page.