Buyer demand for Refund. should i?

[sweetpea2021]

Hello Everyone,

I would like some advice on the followin matter, pls help 🙂

I sold a bag(i checked the bag was in good conditon before despatch) last week and buyer has received on the 28th June.(with tracking) she messaged me on the 2nd of July saying bag is faulty , zip came off and material is frayed and ask for refund/replace.

the item was listed $16.99 FREE Postage(it cost me $6.2 postage),under return policy" buyer must return the item within 3 days, and refund will be give only item returned in its original unused condition.

she told me that she is in oversea atm and only return the bag when she is return.and she demand for full $16.99.

What should i do? should i refund her 16.99 after she return the bag? or i can refund her 10.79?or ..?

any help would be appreciated.

thanks

[digital*ghost]

First, request photos of the damage. This doesn't have to be done it a way that says "prove it" - simply say something like "if you would be so kind as to send along a couple of pictures of the damage, this will help me assess both the quality of remaining stock (if you have multiples etc) as well as determine the most appropriate resolution for you.

The buyer has a right to a refund if the bag is faulty. If the bag is too badly damaged to re-sell, or so anything else with, there's no need to require its return, IMHO, and I would just provide full refund. For items that I could still use in some way, I would refund the original payment and pay for return shipping. (Buyers only pay return shipping for my items for things like change of mind returns).

[davewil1964]

If she opens a dispute within the Paypal stipulated 45 days, she will be required to return the item to you by trackable means - Registered or Click and Send - at her expense.

Once you receive the item and it's the one you actually sent, you advise Paypal of this and the buyer will be refunded the full amount they paid of $16.99. But they will be out of pocket the return postage. So there is room for negotiation there.

Be aware that Paypal will place the $16.99 on hold when a dispute is opened.

Now would be the time to negotiate, IF you think the buyer might have a case. Otherwise stick to your guns, and let the case play out.

[janeababe]

Hi jyeni  🙂

Firstly, I cant see the bag you are talking about under your ebay id, so I am guessing you sold it under a different ebay id? I was going to look at your original listing.

What I would do is check your buyers feedback. Look to see what kind of feedback she gives others. This might be a ritual habit of hers... you never know.
If it all seem geniune and she appears to be a honest buyer, then she would need to initiate the INAD (Item not as described) case, so you can respond to it... then Paypal will direct you and her through the correct proceedure.

I personally, wouldnt just refund for the sake of it, as she would still be able to leave you a neg/neutral feedback if it doesnt go through the proper channels.

Eitherway, when a refund is given (providing you have the bag back and you can tell it hasnt been mutilated by her or her dog!!) issuing a refund will be the total cost of the bag regardless of what it cost you for postage. You sold it free postage, so you cant claim it now.

She is responsible for return postage. If you are feeling generous, you can cover her return costs during the paypal refund.

best of luck.  🙂

[***super_nova***]

. You sold it free postage, so you cant claim it now.

Regardless whether it was sold with free postage, or if postage was paid for separately, if the item is SNAD (significantly not as described) the buyer has the right to full refund including the postage.

Or if the damage is minor seller can offer partial refund and let the buyer to keep the item.

[kitty-kat1234]

Just noticed & prob not important,but where did you send it as you say "when she returns"

[phorum_junkie*]

Your refund policy only applies when a buyer changes their mind, if an item is not as described then they can ask for, and should get, a full refund any time up to the 45 day limit if they have paid with Paypal and anything up to 12 months later if they have used a credit card.

I would ask for a photo and if it is indeed faulty I would just refund in full and tell them to keep it.

You should have enough to cover the occassional loss of postage costs built into your business model and for a damaged item I would never ask for it to be returned unless I could fix it and re sell it for more than the cost of return postage which I would pay.

If they cannot or will not provide a photo I would ask for it to be returned and would make it very clear that if it turned out to be faulty I would reimburse the return cost.

[bsal6160]

Kiity-kat, i noticed that as well. Sounds like a scammer to me or maybe, just maybe, she damaged it during her overseas holiday and now thinks she can get her money back.