Need advice on how to handle this case

[jye57]

Hi everyone. I'd like some advice on how to proceed with a sale I've been getting problems with.

I recently sold a fully working computer motherboard, packed well and shipped it registered post. Buyer X received it and then claims it's faulty. I suggested X test it with some different methods given the probability of their faulty equipment/compatibility issues. X ignored my suggestions and opened a significantly not described Paypal dispute, so I said okay I trust your judgement. Send it back and I'll refund including return postage costs.

Well now I've received it back and the motherboard's in full working order (luckily)...

Do I refund and just pretty much lose $30 in postage costs, or should I inform it's working and risk pissing X off? What can I do in such a case where the buyer doesn't know how to use the item properly despite my suggestions?

Thanks.

[***super_nova***]

I would refund only the cost of the item.  If he demands postage say that as it was not DOA, you will not refund the postage.  He might NEG you, but he might do that anyway.  I would take the chance and if he does try, to have it removed. 

[jye57]

You NEVER stated you would refund the postage to return the item back to you, (as I read it.)

Actually I said I would refund return postage as well, but didn't say I would do so if the item is actually working.

[jye57]

Oops messed the last post...

You NEVER stated you would refund the postage to return the item back to you, (as I read it.)

Actually I said I would refund return postage as well, but didn't say I would do so if the item is actually working.

[jye57]

I would refund only the cost of the item.  If he demands postage say that as it was not DOA, you will not refund the postage.  He might NEG you, but he might do that anyway.  I would take the chance and if he does try, to have it removed. 

I would like to avoid that, as it would inevitably escalate to a claim. In which case I'll have to prove the item is working at my expense anyway.

On another note, how should I refund postage? Should I send it as a purchase for services or personal as payment owed?

[*sparklz*]

To do the refund for the initial payment to the right of the payment is a issue refund and then from their payment notice copy their email address and click on send money and go from there to send them the extra as you can not refund more than was paid..

Does it show on the package the amount they paid or will you go by what it cost you to post to them?

[jye57]

Thanks sparklz. Reconsidered my circumstance and I am in no way at fault so decided to take super_nova's advice in the end, let the buyer know the item's fully working and asked how they'd like to proceed. Got a neg and they opened a claim against me.

The worst part is that I've only just realised Paypal's seller protection doesn't cover SNAD cases.

[phorum_junkie*]

Don't panic. If they returned it by reg post then Paypal probably will find in their favour however if it is still in dispute and not escalated to a claim reply to the dispute stating that it is in perfect working order and you are prepared to refund the item price only or to return it to the buyer on receipt of the required postage cost.

If Paypal find against you and refund the buyer send me a message, say on the boards you have done so as I rarely check that email address, and I will explain how I managed to get a discretionary payment for the full amount from Paypal as well as getting to keep the goods so I could re-list them when they were exactly as described!

[jye57]

The item was returned by registered post, I did exactly what you said phorum_junkie, and then they responded by escalating to claim. This all happened last night.

I'm happy to refund the cost of the item, but don't think I should refund postage as the item isn't DOA. I'm wondering what are my chances of winning the case by providing photos/videos of the item working?

Thanks.

[b3llag1na]

The way I understand it, you are only ever obliged to refund the original selling price and original postage costs, even if your buyer seems to expect you to pay the return postage as well paypal will not make you do that. When reading your messages back and forth, I took it to mean you would refund their original postage - I don't see anywhere where you said you would pay for the return postage.

I would simply go into the paypal dispute and refund them the money they paid you, you are then only ouy of pocket for the postage as you already have the item back and knowing it is working fine, you can relist it.

[a_beautiful_room]

Just refund original purchase price and original post. You have the item back, it's working, you can re-sell it. Block the buyer also.

You can fill out this claim to have the neg removed. You need a JP to sign (policeman, chemist etc.) Fax it in, send the hard copy, voila, neg gone. (takes about a week)

Chalk it up to experience, we all have them ...

And then you can get along with your life and good luck 🙂