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

[t0psales]

I have no idea about price of silver or anything but maybe, just maybe he wanted it so he could sell the silver?

[aj111003]

Another option which you could consider would be to ask the buyer to keep the set and have him resell it.

I sell alot of sliver plated teapot/coffee pot sets and can say that they sell fairly well. I think this buyer got a great deal for $45.00, especially because it includes the tray.  I think if he was to resell he could fetch alot more and save on posting the item back. You have indicated the set has rarely (if ever) been used, so posting more photos in good light, showing the Ranleigh label on the base and photos of the inside condition of the set will all assist with reselling this item.

Even if he returns the set, I think there is a potential for you to be able to sell this set a second time round for more than $45.00.

Don't understand why there would be a problem with it, as it looks like a lovely set in excellent condition. Will be interesting to see what his response will be.  He must have just simply changed his mind.

Good luck, hope you are able to get a good outcome. 🙂

[lyndalpn-cows]

Thanks. Yes, to be honest we were surpised that it didnt go higher, so I am not all that disappointed at giving it another shot, I think he got a great deal too!

I havent heard back yet so we'll see 🙂

[gem-boy-g]

it's lovely and went far too cheap, hope you get the chance to resell it and start a lot higher.

[phorum_junkie*]

Tell him that PayPal will not give him any Buyer protection if he doesn't.

Why on earth would you tell them that? If it is just change of mind and they send it back without Paypal qualifying proof of posting the OP can refund just the item price and there is nothing the buyer can do about it.

[lyndalpn-cows]

Hi everyone

OK< the tea set arrived back today and sadly it is NOT in the condition I sent it - there is a large crack in two of the pieces - which is no mean feat, being EPNS they are not that easy to crack.

I asked the buyer on two separate occasions why he was returning it and he said "it was not what he expected" but did not mention any fault or damage and it was certainly not cracked when I shipped it (I hand polished the bloody thing so I know every inch of it!). I have no idea if he insured it, but I did not need to sign for it so I would say he did not send it back by registered post or anything like that.

My next plan of action was to contact him and tell him that the piece is damaged and he will not receive a refund.  Is there anything else I need to do?

I'm very disappointed as money aside it was a lovely set and its now ruined 😞

[lyndal1838]

You should be able to see if it was registered or not....there would be a Registered Post sticker on it.

What a pity it was damaged.  Could it have been done by AP?  Was it properly packed?

You must offer to send it back to the buyer....you cannot keep the money and the set or you may find the buyer reporting you to the police.

[*new2vintage]

The buyer can't prove they've returned it so your options are to give a partial or no refund. It is dishonest and disgusting of them to damage it and expect to receive a refund. In a case like this it's best to ask for photo's and if everything doesn't look the same refuse to arrange a refund. Whatever you do they can leave you negative feedback but don't let fear of that influence your decision.

[lyndalpn-cows]

It certainly could have been Australia Post.... but it was not registered post, it has no sticker.  So I'm confused, I have to offer to spend another $20 posting it back to him?

[*new2vintage]

You can offer to return it - but only at the buyer's expense. After all they've caused the problem not you.