Refund postage?

[di*s-stuff]

I have a buyer who purchased a backpack from me and after receiving it messaged me saying she wanted a refund because it was too small for her requirements.

I pointed out that the measurements are stated in both metric and imperial measurements in the listing but that I was happy to give her a refund since it doesn't suit her needs.

She returned it and I refunded her the cost of the item. She has now messaged me again saying she wants the original postage cost refunded too.

My return policy states "7 day money back, buyer pays return postage".

Since my return policy doesn't say anything about refunding only the item cost do I have to refund her the postage as well?

[the-kazbar]

For a change of mind refund (which is basically what it is if the item is as described) then the postage costs are generally not refunded.

[***super_nova***]

No, I think it goes without saying that if it is the buyers fault for not reading the description properly = change of mind, the seller does not have to refund postage cost.

But, as here you get some very dense people, it may be a good idea to chage your refund policy to say:  In case of change of mind only the cost of the item will be refunded, the buyer has to cover postage both ways.

[wishuponastarcelebrationsandgifts]

If your listing had incorrect measurements, the item was faulty, or was not as described I would refund the entire amount including the return postage.

In this circumstance I would not refund the postage as it is a change of mind refund and you should not be out of pocket.

[kopenhagen5]

In short, No.

Depending on the way she asked for the refund in the first place would decide whether I refund her at all.

It sounds like you have done things correctly and due to her oversight you have even accomodated her wishes.

If the postage is only a few dollars, perhaps refund that as well, providing she has been polite about it, otherwise I may consider otherwise. 😉

[motherbear2003]

Definitely not:-)  Your buyer failed to read the listing properly and changed her mind - no fault on your part at all.

[foxette-in-sox]

You've received a neutral for EXACT same problem back in July.

JMO but 31.5cm is a VERY VERY small backpack.I'd be PRESUMING that buyers aren't reading the listing & think they'll receive a school size backpack,not a small lunchbox size backpack.

Perhaps you could word it better,make the measurements in bolder & larger print,put the backpack next to a school ruler etc

[di*s-stuff]

Thank you all for the replies. I will do as Super-Nova suggested and change the wording on my return policy.

Since I've received another request for a refund for the same reason today I'm thinking I might add the word "small" to my description, even though I've sold well over 100 of these backpacks to happy customers.

 I think this 2nd person is aware she is not actually entitled to a refund for change of mind as she accused me of selling it as a large backpack (nowhere do I use the word large in my listing as I know it isn't a large backpack) and also said the shipping was delayed when in fact she received the item a week earlier than the listing said she would.

Now to change the wording on 120 listings - I hope this can be done in bulk edit 🙂

[foxette-in-sox]

Geez,they're not even licensed products-they're fakes.:|

[leader-of-the-band]

Thank you all for the replies. I will do as Super-Nova suggested and change the wording on my return policy.

Since I've received another request for a refund for the same reason today I'm thinking I might add the word "small" to my description, even though I've sold well over 100 of these backpacks to happy customers.

if it is one of the backbacks that had the words "Backpack Schoolbag" in the title I'd be removing the word "Schoolbag" from the title. Think about it, some eBayers are going to buy based on the title without reading the description. They see the words Backpack Schoolbag and their brain processes it as being a bigger backpack than it really is, and being big enough to be the only backpack their child needs to take all their gear to school.