Advice on a refund

[lyndalpn-cows]

Hi everyone

Im a newbie seller and need some advice.  I sold a silver plated tea set on ebay and the buyer has informed me today that he would like to send it back.  I'm disappointed as it is lovely and I was excited that it sold, but understand that in the big picture it is worth it to do so.  A bit of advice needed, do I refund the item cost, the postage cost, his postage cost or the whole lot?  As it was a big item, the postage was expensive - about $20 plus a big $5 post box and heaps of packing so I dont really want to refund the postage... but if I have to I have to I guess.

Interestingly, when he bought this he had a feedback rating of zero - I guess everyone's got to buy their first item sometime, but sending your very first purchase back? weird. Anyway, I have explained that I am happy to refund and asked him nicely what the problem was, just so I can get an idea of how he wants to play this.

His email to me so far:

"Hi,
I have got your siver plate yesterday but I'd like to returns.
Im going to send to you back today.
Is that ok?
Sorry about that.
If i send to them today when I getto back to money?"

My response to him:

"Oh, thats disappointing, I'm sorry that you were not happy with it. Can I ask what the problem is?
I will refund the money as soon as it is back to me.
Kind regards
Lyndal"

The item is here if it helps anyone

http://www.ebay.com.au/itm/251175411662

Any advice on what I should do? Thanks so much for your expertise guys, this is a new part of the selling game for me!

Lyndal

[lyndalpn-cows]

Thanks, I'll let you know 🙂

[leader-of-the-band]

sorry you have had this experience.  However, if they hadn't thought of negging you then I think your buyer will neg you for the email you sent them.  Your email contains many points that your buyer may take exception with . . . but the one that would rile me if I was your buyer is  "As you are new to eBay, I have decided to take pity on you and refund your money".

[lyndalpn-cows]

Ah well. Its sent now so I guess I will just have to see how it goes.  I didnt mean it to be offensive, we will have to see if they take it that way or not.

Again, thank you.

[2106greencat]

Hopefully if the buyer is that new to eBay, once he gets his refund he won't even think of feedback 😉

[phorum_junkie*]

I think you have gone above and beyond and your email is very restrained, polite and informative.

They may very well neg you but if they are as toxic as they appear it will probably be extremely rude with capitals so will make them look like the flaky ones, especially if you follow up with a reasoned, polite response.

I never let the thought of feedback influence my decision when it comes to problem transactions, no way would I do other than what I consider right just to try and influence a buyer's choice of colour for feedback.