DIFFERENCES IN POSTAGE

[wjdh]

I've had a buyer complain and threaten to issue a black mark because having ACCEPTED what eBay calculated as the postage, $23.85, the actual label was $13.95.  He knows that because, stupidly,  I told him so instead of making it clear that he accepted that postage cost in the first place. Buyer now expects me to refund the difference (which went to eBay, not to me) or will issue a black mark. How do I resolve this with the robots at eBay?

[domino-710]

That overall figure would have been in your sale.

How did the extra go to eBay??

[lezned-toycollector]

If it were me, I'd refund the difference without hesitation. That being said, you are under no obligation to do so.

If the buyer paid the postage amount as displayed in the listing, then they've agreed to said amount. By demanding something that wasn't in the listing (as in a partial refund of postage paid) the buyer is breaching the "Abusive buyer policy".

Threatening negative feedback unless you comply with their request is breaching the "Feedback policy". Any negative feedback they leave will be removed upon request.

I would suggest reporting the buyer immediately. Their behaviour is totally unacceptable.

[wjdh]

Very many thanks for that. I think I have been a bit naive when it comes to dealing with fractious buyers - well, this one anyway. I'm glad I know what to do next time, thanks to you. 

[imastawka]

Feedback policy | eBay

[springyzone]

I wouldn't issue any refund.

I would explain that it was an ebay calculated cost, that it was in the listing and he bought it under those conditions. And I would add that threatening me with bad feedback if I did not make a refund that was never menioned in the ad amounted to feedback extortion, which was against ebay policy and they could be reported for that.

I agree with what lezned said

Threatening negative feedback unless you comply with their request is breaching the "Feedback policy". Any negative feedback they leave will be removed upon request.

I would suggest reporting the buyer immediately. Their behaviour is totally unacceptable.

Go ahead now, report them.

If they do go ahead and give a neg, get onto ebay help line chat and ask to have it repmoved under their policy of no extortion and offer to show them the exchange. Explain it is a neg because they bought and now demand a refund on the previously listed postage.

You'd have a good chance of having it removed but even if you didn't, it won't kill you to have 1 neg and you can always reply to it.

[padi*0409]

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@springyzone wrote:

I wouldn't issue any refund.

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I have to disagree with you there Springy, if the difference was just a couple of dollars then yes, no refund, but we are talking of over $10.00 here - almost double the real cost.

Sure, any refund should be less the eBay fees incurred on the $23.85 and some postage and packing.......

[jellybirddesigns]

A customer won't know what it actually cost until they get the parcel, no matter that they had "accepted" it at checkout. I would be annoyed if I saw a $10 difference and no communication from you - I would think you're simply price gouging at my expense. Writing to the customer and refunding a significant difference can only result in goodwill and a customer who is more likely to return another time. 

[lezned-toycollector]

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@jellybirddesigns wrote:

A customer won't know what it actually cost until they get the parcel, no matter that they had "accepted" it at checkout.

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The OP disclosed the postage cost, so I'm pretty sure the buyer would know at that point in time. 

[*casey*]

@wdjh

"He knows that because, stupidly,  I told him so"

Was there a  reason  why you didn't refund at this point,  before  the buyer contacted you ?