Buyer threw item in bin and demands refund.

[jojob11]

Hi, Im a new seller and have been going ok selling lately. I had a message this morning from one of my buyers asking for a refund as there was a tear in the garment, and it was dissimilar to the photo.  I disagree.  I offered to refund her money in total including postage once I had received the item back.

She then sends me a message telling me she threw the item in the bin (I looked up the tracking number and she had it for 7 days before contacting me). She does state she has photos of the item.

My policy on the auction is that I will give them a merchandise credit upon return of item in original packaging. There is no drama of a refund once I receive item back (in original packaging or not).

She said she will be writing to paypal.

Any advice?

[punch*drunk]

Paypal will expect her to return it for a refund anyway.

Have you seen the photos yet?

[kopenhagen5]

PayPal will tell her the same, she needs to return the item before a refund can even be considered.

I mean really, No store in Australia would refund until the item is returned.

Maybe she made a mistake with size and trying to get a refund or tore it herself without realizing. Could be a story, could be real.

Even if you get the photo, that's something that could have been done later.

No return, No refund IMO.

[jojob11]

Thank you for your replies, it puts my mind at rest. 😉

[foxette-in-sox]

Jojob-not sure if this helps but I will tell you what happened to me.

Bought an item,so filthy I didn't even touch it,just picked up all packaging with item in it & chucked in bin & washed my hands-yuk. X-(

I have asked seller for a PARTIAL refund of either item or postage.

[bluerose5838]

You have no worries. The buyer is required to return the item to get any form of refund.

[flotsam-jetsom]

Did you take photo's Foxette? As much as the dirt and grime was disgusting, how can you prove to the seller (or paypal for that matter) that the item was in that condition once you have binned it?

[foxette-in-sox]

Did you take photo's Foxette? As much as the dirt and grime was disgusting, how can you prove to the seller (or paypal for that matter) that the item was in that condition once you have binned it?

Took one VERY clear shot & at least seller packaged 'appropriately'- in a cut up garbage bag.:|

[flotsam-jetsom]

Oh Dear, that seller is obviously ALL about the service, 😞

[protect*the*innocent]

'I binned it' buyers are sooooo melodramatic.  

Commonsense seems to fly out the window with them.

Buyers seem to forget that if they lose the 'demands' and 'threats' and 'melodrama', most sellers are very happy to help them out.  It's when all the melodrama starts that sellers tend to stick to the eBay/Paypal rules and insist the item is returned before refund or replacement.

In this case you can only reaffirm to the buyer that you are sorry they feel dissatisfied with the item and you will be happy to issue a full refund upon return of the item to you for inspection. 

I generally (politely) explain to buyers who threaten Paypal disputes that Paypal will probably require them to send the item back at their own cost and by trackable means before a refund is made anyway -- so it's really in their best interests to work with me because if I determine the item is faulty I will be happy to reimburse them for return postage.... but cannot do this if Paypal become involved.

here's hoping you can both work things out jojob11