Not Sure How to Answer This?

[aroth57]

On my other id I have sold an item as a BIN, postage cost quoted in listing, buyer has paid, with no questions or contact until I marked her parcel as posted, tonight I receive an email asking "do I refund excess postage"

I note that this statement is mentioned in her last feedback left.

Actual cost to me was $1.55 more than she paid, would like some help in how to answer this question, the right way.

[kopenhagen5]

Perhaps she is looking at another of yours.

Explain that you do (if you do), refund excess postage, however the recent purchase has a postage cost of xxxxxx and in this case is a little more than initially calculated and you are happy to absorb the extra. Your item has been posted etc. 

As you are rightly a little perplexed by this, it's something the buyer should clarify before purchase. But maybe she is wondering if there will be something coming in her PayPal account to make another small purchase.

[davewil1964]

I would reply -

"Yes, if I overcharge. In this case, however,  the cost of packaging and my handling time to apply said packaging is more than the difference between the postage cost and what I have charged. I don't expect you to pay more than the quoted postage price, so I will wear the loss.

Thank you for bringing this matter to my attention. I will look closely at my postage prices with a view to revising them upwards, to more accurately reflect actual costs."

[digital*ghost]

I would send something like this (assuming you would refund excess postage, which to me is when it costs less than what was factored into the original charge, not amounts over stamp price etc):

Dear [buyer],

Thank you for your enquiry. I'm sure that you can understand postage charges are worked out in advance and include all costs incurred to package and post items safely, and of course I would be more than happy to refund any excess postage paid if those calculations exceeded actual cost.

In regards to your parcel, the cost to package and post in fact exceeded the amount charged, however this does not mean any additional amount is payable. I hope this answers your question sufficiently, and if I can be of any further assistance, please let me know.

Regards,

[Seller]

Although I also like "Thank you for bringing this matter to my attention. I will look closely at my postage prices with a view to revising them upwards, to more accurately reflect actual costs." 🙂

[i-once-was-bump]

Just tell them you don't charge excess postage so you are yet to be in the position to have to make that decision.

I would think about adding them to your blocked bidders list because they seem to have a problem with postage costs and as these costs are out of your control then you will not be able to change anything.

[thesoulyearns]

Good replies so far.

You may also want to ask her which part of the postage appears (to her) to have been overcharged.

[ozsse]

I agree to add buyers like this to your blocked bidders list. Her question should have been asked BEFORE purchase and not AFTER purchase (or after receiving it in this case).

She knew what the shipping and handling charge was when she purchased an item and it's part of the contract. Any refund of excess postage is in the discretion of the seller.

The timing when she asked questions like this indicate she will one day cause headaches for good sellers if not already done so.

Some good replies were given in this thread, make use of them and avoid dealing with buyers like these who will cost sellers a lot of time and stress.

[aroth57]

Thank you so much everyone for the very helpful advice, have heard back from her today and Kopenhagen was right the message I received was for another seller, but I will block her anyway.

[phorum_junkie*]

Dear numpty buyer I will always refund if I have overcharged but in this instance I actually underquoted as I forgot to include all of the cost of the packaging materials however don't worry, I will not be asking you to pay the extra LOL.

[2106greencat]

As always - so many good replies! and the perfect response. It never ceases to amaze me how many quibble over a couple of dollars here or there, when overall they must have considered it a good deal, or why would they have purchased in the first place. ?:|

Funny thing is, these same buyers will be the first to complain about actual cost of postage if the need arises and they have to send an item back ! Go figure