Opinions on this situation please.

[thedees98]

Hello,

I am not sure what to do in this situation.

A buyer from America bought a book from me and paid for it with Paypal.

When I went to the post office it was a lot cheaper as it was lighter on their scales than mine so I refunded the buyer the difference.

Anyway after a few weeks I emailed the buyer to see if it had arrived and then received a very abrupt email back which said "The Package has been shipped back. I need my money back with pay pal."  That is it no explanation, nothing. I politely emailed her back asking why it was being returned but as yet I have had no reply.

Today I received the book back with 'Refused' written all over it, still no explanation. The parcel has not even been opened so it can't be it was the wrong book or not as described.

Now I have no problem refunding the cost of the book but the postage cost was $84.30 of which I have already partially refunded some of it. I do not think it is fair I wear the cost of the postage, especially as it so much, when I have no idea why it was returned.

Thanks in advance

debbie 

[blackeye_au]

I would do nothing till you hear from e-bay .....or the buyer .......

Just me .......

[2106greencat]

I would refund the cost of the book only and see what happens from there.

No way you should have to wear the postage cost, and I would deal with that later if it comes to that.

I don't think a claim can be made for postage costs so you should be okay - some one with more knowledge should be here shortly to advise you if my idea is not the right thing to do.

[character_parties_aus]

I would take a picture of the unopened returned package on it for starters with a time date stamp.  And then I would do nothing until eBay or Paypal claim was opened. But in the meantime I would contact both eBay and paypal and get in writing what their policy in regards to items sent that are refused delivery in terms of refunds. The only time this happened to me a buyer failed to collect an item from the P/O and it was automatically sent back. The buyer then opened a claim in paypal and was awarded the item cost and post cost as a refund. Which was grossly unfair. I said same to paypal and was basically told "too bad so sad"

[thecatspjs]

To attempt to avoid a dispute being opened down the track and any defects that it might cause and time spent trying to get them removed in this situation I would refund price of book less any final value fees charged by eBay for book plus post.

To try and avoid a negative (and provide some evidence to eBay if seeking removal of one) I would send a message via eBay succinctly and politely outlining the following:

- you are confused as to why the book was returned

- you are confused as to why the buyer did not not contact you regarding the return of the book

- you have received the package back unopened and marked refused

- in the absence of any other information you have issued a refund for the price paid for the book less eBay final values fees including those charged for post of the item.

- you hope all is well with the buyer (goodness knows whats going on their end)

By sending such a message I think you would be not only explaining to the buyer details of the refund calculation, but also putting some important factors regarding this transaction on the "eBay" record - the most important being that the item was returned unopened as refused, so not as described cannot apply in this case.

JMHO and what I would do.

Keeping the book and all the money paid for it would just not be an option to me.

By taking this action, there is a chance too that it may avoid in a dispute situation Paypal or eBay refunding more than is fair to the buyer.

[horizon1907]

Debbie, Don't ya love the Silent Treatment from the Buyer !! They think you can read minds.  Hold tight till ya hear what ebay & PP have to say.  Hope all works out in your favour. Don't forget to Block said Buyer after .

[curraone]

And buy some more accurate scales.  

[thedees98]

Hi,

Thanks, good idea on pictures. I have emailed both ebay and paypal so will see.

I just wish I knew what was wrong before she sent it back, I could have at least tried to fix.

debbie 

[thedees98]

Lol on the scales.

It was a difference of 45gms on a just under 2 kg book 🙂

[saarzi]

Does it look like Customs sent it back refused, or has the customer just had a change of mind and written refused on it??

Id take a photo of the packaging for starters.

Firstly, Id wait to see what the buyer does / says.

If they try to open a claim / want all their money back -

Ebays policy with any customs fees, is that the buyer is responsible. Thiis because it is the buyer that is importing, and as a seller you have no control over whether or not their item is inspected or incurs a customs fee. Ive been down this route and the seller always wins.

Therefore, if it was Customs that refused the item, you could argue that this was also out of your control, and only refund the cost of the book.  The buyer takes the risk of customs refusing / charging etc.  not you.