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]

PS> I can't resell it now, its basically worthless.

[*new2vintage]

No you don't have to pay for postage, it's their problem.

[lyndalpn-cows]

As to whether it was properly packed- he put it back in the same bubble wrap and the same box, but not nearly as much packing paper around as I had sent it.  The box was a little worse for wear, but I'm not convinced it would be enough to crack two pieces. I guess anything is possible though.  The way I see it either 1) he dropped it and broke it and is being dishonest about his reasons for return or 2) he honestly and innocently didnt like it or whatever and AP broke it on the return trip.  I have no way of knowing which......

[*new2vintage]

The transaction started badly if the reason/excuse for wanting a refund was change of mind. Now the set is damaged and worthless so I'd be inclined to blame your buyer not Aus Post. Even if they want to compensate you you'll only receive $50.00.

[lyndalpn-cows]

Well if he didnt send it registered then I wouldnt think I could even approach Australia Post anyway as I have no proof of what happened.  I mean I guess I got my money from the original sale, but what a huge pain in the a** it has been!!  I guess its a learning experience.

So, in summary, I should now explain to him that the set is damaged, that I will not be refunding the money as I cannot resell it.  However, as he has paid for it, I am happy to return the damaged item to him at his postage cost if he wishes.  Is that right? Do I need to (or even should I) provide him eveidence or details of the damage? I have taken photos, but I'm not sure how far I should go with this.

[*new2vintage]

Send photo's to him and explain the situation. No doubt he will be unhappy but you can't afford to lose your money. Some members may think he should receive a refund but you don't know if he's honest or not anyway. Usually a buyer receives a refund when they return an item but it should be in original condition.

[artisticcreations1]

Hello, treasures, I am not an expert on everything here, but firstly id like to say, I am so sorry to hear tht this has happend to you.

did you send the item to this person registered, im asking can you prove actually having sent it to them?

If so, it actually sounds like, it was damaged on purpose perhaps, although we have no proof here.  but, If you have proof of having sent it, this is what i would do, wait for the buyer to open a dispute, or asking tell him he can go through the dispute to get his money back. You will need to provide proof that you send it to him.  He has no proof that he has send it back, perhaps, you can refund only the amount of the two items that came back in tact etc, whatever you feel is a fair amount. if you rather not, then go through the process and paypal will ask him to supply proof of having sent it back, it will be a bit messy for him i think. I dont suggest refunding any postage, or return postage in my opinion and if you do refund anything, make it for the amount of the two items received in good condition etc.  I have no idea, what i would really do in your situation, i guess being on the outside, i presume to have some answers, but whether they work for you, is up to you really.

wish you all the best with your customer

[lyndalpn-cows]

Hmmm Now that I have calmed down a little from the seriously angry state I was in earlier (LOL) I am wondering whether I offer him a refund of say $20 for the tray as it could be resold by itself.  The tea set is useless with 2 out of 3 pieces broken, but maybe a partial refund may placate him. 

That way I can offer him the item back at his postage cost or a partial refund of $20 for the unbroken tray.

What do you guys think?

[aj111003]

It's a shame to hear about how the tea set was returned to you. 😞 I think what you have proposed is fair, if this is the way you want to proceed.  

Hopefully some more experience sellers will read this thread and will be able to give you further advice about their personal experiences in this kind of situation and what they have done.

[phorum_junkie*]

If you didn't have to sign for it and it isn't in an ebay branded click & send satchel then I wouldn't say anything to them. If it had been damaged when they received it they would obviously have said so.

When they email asking where their refund is just tell them that you have not received back the item you sold them (which is absolutely true) If they open a Paypal dispute they will not get anywhere as they will not be able to prove they sent it. Once a dispute is finalised in your favour or they don't open one and it gets past the 45 day limit I would just tell them that the parcel has arrived back with you and if they want it back they should pay $xx for the postage or you will resell it and if there is anything left over after you ave taken all your costs and the original price plus postage into account you will send them a payment.

make sure you add them to your blocked bidder list.