Refund shipping cost who pays?

[polainoz]

I sell an item on Ebay (item listed as free postage) so I factor that into my price, and the person recieves the item but finds out they purchased the wrong item and wants a refund is it normal I refund the item less postage costs I paid?

Buyer wants full refund of what he paid for the item, but I have to resell this item again and don't want to pay two lots of postage.

Nothing is wrong with the item btw.

[*sparklz*]

If it is for change of mind then no you should not have to refund the postage BUT if they opt for the dispute they will get the postage back as well and will be told to return at their expense.

.

But the cost of the postage should have been built into the total price so they in fact paid for the postage anyway not you.

[kopenhagen5]

Buyers fault, your not obligated to refund. Often buyers who make the mistake realise they need to re-sell the item themselves.

However if you are giving top service and want to refund, on return of the item at buyers expense, and providing the item is in same condition, it's up to you whether you refund item plus postage or deduct the postage.

Many sellers also deduct a restocking fee.

I would let the seller know you will happily refund less postage cost on return of the item in same condition.

You shouldn't be out of pocket, most good buyers would understand that. 😉

[i-once-was-bump]

I don't see why the buyer would win a dispute if they want to return for change of mind. There is no mention of damage or incorrectrly described.

You offered free postage so the buyer really only paid for the item.

If you are going to allow returns for change of mind then you will need to stop offering "free" postage.

[davewil1964]

That's easy then, bump. OP can tell the buyer they will charge a restocking fee of $x. Coincidentally, that will be the same as the postage component of the sale.

I would be inclined to tell the buyer that it would save hassles all round if they kept it and resold it themselves. Offer to let them use your original pictures and description. They are going to be out of pocket return postage if they return, so this way they could well make a smaller loss, or even a profit.

[*sparklz*]

A friend of mine is currently in the midst of a dispute.

Buyer purchased an item and then paid then asked questions after it was posted.

Buyer then opened a dispute for item not received less than 24 hrs after buying as she changed her mind.

2 days later changed it to item not as described even though she still had not received it as seen on the tracking site it was still in transit.

Via the dispute it was put in details why the item was exactly as described.

Friend rang paypal and they declined the buyers dispute as they could see what she was doing and held funds were returned to friend.

Next day the item arrived and she then reopened the dispute for item not as described thus putting hold on funds again.

Again in great detail it was advised it was exactly as described and could be seen this was buyers remorse.

paypal have now found in favor of the buyer and she is to return for a refund.

Now she has to wait till it is returned and then the dispute can be appealed by my friend.

So paypal can and will decide anything to help the buyers and to hell with the sellers.

This is the short version but this has now been going on for a week.

[davewil1964]

It's he says/she says atm, sparklz. Of course Paypal wants proof.

When the item is returned in the same condition as posted, and your friend advises Paypal of same, THEN the buyer will have to justify the SNAD.

At which point I expect they will NOT be refunded by Paypal, and your friend will have the money and the item. If s/he refunds the item cost (which is all I would refund), s/he has the item to resell and the buyer is out two lots of postage.

[polainoz]

Buyer says shipping should be included in the price.  I have factored in the shipping cost, but it means I have to re sell this item and pay another lot of shipping.

I would think its not unreasonable at all to take off my shipping costs to him when I refund, because I have to pay a second lot of shipping when I resell.

[*sparklz*]

And with free post listings the postage should be added to the start price so the buyer DOES pay shipping not you.

If you started an item as $1 with free post and that is what it sold for then yes you would be paying postage but it you start an auction as $12 with $6 of that being what you would be happy to sell it at if it only gets the one bid and $6 to cover the postage cost then they have/are paying the postage.

The big issue with free post where post is included is ebay are getting their cut from your postage cost which they do not get when the postage is added to the end price.

[i-once-was-bump]

I think this thread is a very clear example why sellers should be able to tick a box stating "postage is included in the price" rather than being forced to used the lie "free postage".

Australia Post have never offered me free postage anytime I have gone there so eBay really need to let sellers tell the truth about postage.

There is no such thing as free postage but eBay insist sellers tell lies to their buyers.