topic Re: Opinions on this situation please. in Selling

Opinions on this situation please.

thedees98 — Fri, 09 Jan 2015 22:23:51 GMT

Hello,

I am not sure what to do in this situation.

A buyer from America bought a book from me and paid for it with Paypal.

When I went to the post office it was a lot cheaper as it was lighter on their scales than mine so I refunded the buyer the difference.

Anyway after a few weeks I emailed the buyer to see if it had arrived and then received a very abrupt email back which said "The Package has been shipped back. I need my money back with pay pal." That is it no explanation, nothing. I politely emailed her back asking why it was being returned but as yet I have had no reply.

Today I received the book back with 'Refused' written all over it, still no explanation. The parcel has not even been opened so it can't be it was the wrong book or not as described.

Now I have no problem refunding the cost of the book but the postage cost was $84.30 of which I have already partially refunded some of it. I do not think it is fair I wear the cost of the postage, especially as it so much, when I have no idea why it was returned.

Thanks in advance

debbie

Re: Opinions on this situation please.

blackeye_au — Fri, 09 Jan 2015 22:39:20 GMT

I would do nothing till you hear from e-bay .....or the buyer .......

Just me .......

Re: Opinions on this situation please.

2106greencat — Fri, 09 Jan 2015 22:41:35 GMT

I would refund the cost of the book only and see what happens from there.

No way you should have to wear the postage cost, and I would deal with that later if it comes to that.

I don't think a claim can be made for postage costs so you should be okay - some one with more knowledge should be here shortly to advise you if my idea is not the right thing to do.

Re: Opinions on this situation please.

character_parties_aus — Fri, 09 Jan 2015 22:45:16 GMT

I would take a picture of the unopened returned package on it for starters with a time date stamp. And then I would do nothing until eBay or Paypal claim was opened. But in the meantime I would contact both eBay and paypal and get in writing what their policy in regards to items sent that are refused delivery in terms of refunds. The only time this happened to me a buyer failed to collect an item from the P/O and it was automatically sent back. The buyer then opened a claim in paypal and was awarded the item cost and post cost as a refund. Which was grossly unfair. I said same to paypal and was basically told "too bad so sad"

Re: Opinions on this situation please.

thecatspjs — Fri, 09 Jan 2015 22:58:03 GMT

To attempt to avoid a dispute being opened down the track and any defects that it might cause and time spent trying to get them removed in this situation I would refund price of book less any final value fees charged by eBay for book plus post.

To try and avoid a negative (and provide some evidence to eBay if seeking removal of one) I would send a message via eBay succinctly and politely outlining the following:

- you are confused as to why the book was returned

- you are confused as to why the buyer did not not contact you regarding the return of the book

- you have received the package back unopened and marked refused

- in the absence of any other information you have issued a refund for the price paid for the book less eBay final values fees including those charged for post of the item.

- you hope all is well with the buyer (goodness knows whats going on their end)

By sending such a message I think you would be not only explaining to the buyer details of the refund calculation, but also putting some important factors regarding this transaction on the "eBay" record - the most important being that the item was returned unopened as refused, so not as described cannot apply in this case.

JMHO and what I would do.

Keeping the book and all the money paid for it would just not be an option to me.

By taking this action, there is a chance too that it may avoid in a dispute situation Paypal or eBay refunding more than is fair to the buyer.

Re: Opinions on this situation please.

horizon1907 — Fri, 09 Jan 2015 22:55:38 GMT

Debbie, Don't ya love the Silent Treatment from the Buyer !! They think you can read minds. Hold tight till ya hear what ebay & PP have to say. Hope all works out in your favour. Don't forget to Block said Buyer after .

Re: Opinions on this situation please.

curraone — Fri, 09 Jan 2015 22:56:55 GMT

And buy some more accurate scales.

Re: Opinions on this situation please.

thedees98 — Fri, 09 Jan 2015 22:58:06 GMT

Hi,

Thanks, good idea on pictures. I have emailed both ebay and paypal so will see.

I just wish I knew what was wrong before she sent it back, I could have at least tried to fix.

debbie

Re: Opinions on this situation please.

thedees98 — Fri, 09 Jan 2015 23:03:14 GMT

Lol on the scales.

It was a difference of 45gms on a just under 2 kg book 🙂

Re: Opinions on this situation please.

saarzi — Fri, 09 Jan 2015 23:55:15 GMT

Does it look like Customs sent it back refused, or has the customer just had a change of mind and written refused on it??

Id take a photo of the packaging for starters.

Firstly, Id wait to see what the buyer does / says.

If they try to open a claim / want all their money back -

Ebays policy with any customs fees, is that the buyer is responsible. Thiis because it is the buyer that is importing, and as a seller you have no control over whether or not their item is inspected or incurs a customs fee. Ive been down this route and the seller always wins.

Therefore, if it was Customs that refused the item, you could argue that this was also out of your control, and only refund the cost of the book. The buyer takes the risk of customs refusing / charging etc. not you.

Re: Opinions on this situation please.

thedees98 — Sat, 10 Jan 2015 01:42:31 GMT

Hi All,

Thanks for replying.

I have had a reply from ebay already. As I included a tracking number which shows it was attempted to be delivered, and I have tried to communicate with the buyer but they are ignoring me and the parcel has not been opened but just refused I am not obligated to refund.

Will wait to see what paypal says before I get too excited though.

debbie 🙂

Re: Opinions on this situation please.

thedees98 — Sat, 10 Jan 2015 02:39:56 GMT

Having said that I did refund the difference in postage at the time so that is double what theactual book cost her in the first place. Happy to leave it at that. 🙂

Re: Opinions on this situation please.

character_parties_aus — Sat, 10 Jan 2015 03:02:35 GMT

LOoks like the buyer is going to be paying for return postage then. You can then wait for the not as described dispute to roll in which will obligate you to pay for return post.....

Re: Opinions on this situation please.

mbselections00 — Sat, 10 Jan 2015 03:16:32 GMT

@thedees98 wrote:
Hi All,

Thanks for replying.

I have had a reply from ebay already. As I included a tracking number which shows it was attempted to be delivered, and I have tried to communicate with the buyer but they are ignoring me and the parcel has not been opened but just refused I am not obligated to refund.

Will wait to see what paypal says before I get too excited though.

debbie 🙂

Good news Debbie and thank you, as I think this info also clears up some questions for me also.

I currently have a Buyer in the UK who purchased a charm from me, so very low value item and paid for Registered International Post. (Approx. $24). I received a message from her during the week saying she hadn't received it, so followed my usual procedure & sent her photos of the paperwork & PO receipt and then rang AP who were wonderful and traced it for me, to find (briefly) - it had arrived in UK within a week of me posting, but was marked as being Returned to Sender that very same day & was in transit to the Airport. AP gave me Royal Mail's phone number & suggested Buyer should ring RM immediately as they should be able to stop it leaving UK and re-deliver.

I msgd Buyer with all the detailed Tracking info and the RM phone number. Next I get another message including a photo of a Customs Docket requesting payment of 14 odd pounds & she says she shouldn't have to pay that on top of what she has already paid ! She is obviously not too bright, because I pointed out to her (very politely) that firstly she should have contacted me sooner as the date on the documentation was 12/12 - so clearly she had the opportunity at least to receive the parcel and secondly that any Customs & Duty fees were her responsibility blah blah blah.

I have not heard a peep since, so have no idea what will happen next, but it's good to know I think I should be covered.

I have posted to UK, USA and Canada on a fairly regular basis, but not in any large volume, and have never had this problem regarding customs arise before, but have read of a few complaints on different threads.

Does anyone here know, is it a random thing for a Buyer to be charged ? I have always stated on the declaration - Merchandise - charm or bracelet as appropriate, so am not sure why this item was singled out. Could it be with the state of world affairs more articles are being checked perhaps . . . . . just a thought

Re: Opinions on this situation please.

thedees98 — Sat, 10 Jan 2015 03:31:12 GMT

In regards to return postage the buyer hasn't had to pay as there are no extra stamps on it and I haven't been charged at this end so I am not sure what happened there. She can't say not as described as she hasn't even opened the parcel, it is still sealed as I sent it, I have taken photos to prove it. It has the correct address so she can't use that excuse either. All a bit odd !!!

Re: Opinions on this situation please.

mbselections00 — Sat, 10 Jan 2015 04:09:43 GMT

@thedees98 wrote:
In regards to return postage the buyer hasn't had to pay as there are no extra stamps on it and I haven't been charged at this end so I am not sure what happened there. She can't say not as described as she hasn't even opened the parcel, it is still sealed as I sent it, I have taken photos to prove it. It has the correct address so she can't use that excuse either. All a bit odd !!!

It is very peculiar. You would think she could offer some explanation - one of those things that would really bug me, not knowing why I mean. Sorry, in my previous post I got carried away with the Customs bit, I guess cause that's where my mind was (put it down to the age thing !) That was really my point - as it's not marked RTS instead Refused - perhaps that was written by Customs because the Buyer Refused to pay the Duty ? The customer would probably be aware of the procedure and as such knows the book would be returned to you. Would also explain why no extra postage has been payable

Re: Opinions on this situation please.

lizzy6107 — Sat, 10 Jan 2015 05:03:30 GMT

Yes, I would guess it's the duty also..

I don't have the stomach to sell overseas, so many problems!

Re: Opinions on this situation please.

thedees98 — Sat, 10 Jan 2015 05:45:59 GMT

Possibly customs, I have never had this problem before and I have sent a few books overseas. Apart from refused written all over it and the stamp of a finger saying RTS there is nothing else on it. I was just taken aback by the blutness of her email, short and not so sweet lol

I now only post overseas to NZ and the Asia area as I am not impressed in paying high fees on the high postage on large items with ebay then again with paypal. A lot of my heavier books are around $10.00 so with the fees you're not left with much.

Re: Opinions on this situation please.

mbselections00 — Sat, 10 Jan 2015 05:48:13 GMT

@lizzy6107 wrote:
Yes, I would guess it's the duty also..
I don't have the stomach to sell overseas, so many problems!

Funny you say that. With my latest experience & what I've read on the Boards lately I have been seriously considering not selling overseas anymore, although I have only ever had one problem - item not received after 16 days in Russia - Case Opened, but was received day 26 (within eBays time frame, but I still wore a Neg for it !). Sounds ridiculous I know, but with the Money Back Guarantee I think now it's not worth sending Registered so you have Tracking - damned if you do and damned if you don't. Almost all my orders go as Large Letter, & the difference in price for overseas is huge. I'm looking at it, if I get hit for a Refund including postage I will lose out big time. Maybe I should start a new post and see what others think because I am sitting on the fence atm over this decision.

Re: Opinions on this situation please.

lizzy6107 — Sat, 10 Jan 2015 05:50:59 GMT

I had a bloke once desperate for a book, I think it was to Germany, and he really wanted it, so after going to all the extra trouble to enable OS postage , get prices and throw in registered or tracking or something, he left me a ❤️ inad.. for my effort.

Never again.