Refund - Return Post Question

[noosaprue]

I sold an item which the buyer tells me is defected.  Without thinking about it I have offered to have the item back and offered a full refund via paypal.

The problem is, I quoted $15 for postage and it actually cost me $27.15 due to the size and location of the buyer, so I'm out of pocket, which I was happy to wear.  Now the buyer is going to post it back and I've refunded the orginal postage quoted of $15, so do I have to pay the full postage back or just the difference?

[freightcar2009]

As a buyer, I would never expect postage refunded back to you, the same as if I bought something from Harvey Norman I would not expect to be reimbursed for petrol to take it back.

The cost of post back to your client is your cost I would imagine and the misteach in the refund is also a cost you would be better off wearing as it leaves a bad taste to keep going back and saying "sorry another misteach by me":.

The whole idea is to get a repeat customer and dazzle them with your service, professionalism and honesty.

[wishuponastarcelebrationsandgifts]

If a buyer claims an item is faulty and I want it sent back to me, I refund them the full price they paid (including postage) plus the cost for them to post it back to me if the item is actually faulty.

My reasoning for this is that I don't think a buyer should be out of pocket if they received a defective item. It is bad enough that they have been inconvenienced with having to make a trip to the post office to post it back and have to wait for a refund or a replacement.

I make a point of stating that IF the item is found to be faulty upon receipt then postage will be refunded as I do not offer refunds for postage for change of mind purchases.

[fishing_4_tupperware]

I am with wish, the buyer should not be penalised for buying a defective item.  Sadly IMHO it is up to you to refund all costs to the buyer.

[davewil1964]

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

AFTER you get the item back is the time to decide whether or not you refund the return postage. Paypal will refund the total cost (including postage) to the buyer if the item is SNAD. It's up to you to determine whether or not you inadequately described the item.

[***super_nova***]

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

PP cannot judge if the case, therefore their rule is each party pays postage one way.  But wise seller would definitely pay the return postage as well, if the item was defective, or damaged in transit.

I do not think you can compare postage to B&M stores; if I have to return something to a store, most likely I would do it when I would go that way anyway.  And in any case, the cost of petrol for most people would not be very much, while cost of postage is a large part of many on line purchases.

[***super_nova***]

PP cannot judge if the case, therefore

PP cannot judge if the case is justified................ 🙂

[wishuponastarcelebrationsandgifts]

Legally, or Paypally at least, the buyer is required to return the item to you at their expense.

Think on it. Does your average Big W or Kmart refund your time and petrol costs if you take something back for a refund? No.

AFTER you get the item back is the time to decide whether or not you refund the return postage. Paypal will refund the total cost (including postage) to the buyer if the item is SNAD. It's up to you to determine whether or not you inadequately described the item.

There is a difference between buying online and in a B&M. A buyer has the opportunity to inspect physical goods in a shop, so obvious faults are often picked up prior to purchase. Of course that is not always the case but there is a lesser risk of buying faulty goods in a store.

Secondly the buyer has to return the parcel to the post office, perhaps buy packaging for it, line up in a queue to post it etc. This would be similar to taking it back to a store. With a B&M though there is no additional outlay of cash for postage.

[bsal6160]

I cant believe that some sellers would even think that the return postage should be at the buyers expense. All responsibilty for the item lies with the seller. As an example. You buy a $20.00 item with $10.00 postage. Arrives faulty, broken, whatever, you have to return post. $5.00 for packaging and $10.00 to post. Now you are $15.00 out of pocket and nothing to show for it.

Incredible some sellers think like that.

[davewil1964]

Them's Paypal's rules, which a lot of sellers seem to adhere to.

I don't offer refunds for change of mind. A book is a book.

I can't believe the last three posters seem to think that all buyers are honest. Read a few threads. Notwithstanding, a buyer's idea of SNAD doesn't necessarily equate to the sellers', or reality.