buyer paid for two items without waiting for me to combine postage

[onleme]

Hi all,

Just wanting your opinions on this matter. I have had multiple buyers purchase more than one item and not wait for combined postage invoice. When this happens as you would all know you go onto paypal refund the extra postage and most times for me, it is between $2 & $3 refunds, then you have to contact ebay to get the refund on their fees on postage. I know it may seem petty but it is becoming one of those annoying time consuming little things, and I clearly ask in my listings for buyers to wait for combined postage. I don't like to not refund the money as I feel like I would be ripping them off if I didn't, plus I don't want negative feedback on postage costs either. Does  anyone have any suggestions as to what I can do to prevent this from happening so often. I can understand if they were new to eBay but the majority aren't.

Cheers

Sonia

[twyngwyn]

I have the same problem...either send separate packages or do as you have been. You could also refund original payment then send them a new invoice

[typhoon4u]

Sometimes, instead of refunding, I just upgrade to express postage.

[davewil1964]

I just refund the difference, less the extra Paypal and eBay fees. Usually in cash.

I certainly wouldn't waste my time ringing eBay to get a refund of 20 or 30c. And if they paid separately, there would be an extra 30c Paypal fee, which you will never get refunded.

[springyzone]

As mainly a buyer, I would not expect a refund after I had paid for anything.

Sometimes I have bought a couple of things from one seller but I have always asked if they combine postage before I pay.

If I were you, I would make it crystal clear in listings that you may be able to combine postage if a buyer contacts you before payment so an invoice can be adjusted. Maybe add that at the bottom in a bigger, bolder font.

Then:

If a buyer ignores that and buys and pays for multiple items separately, I would do nothing about refunds but I would post off each item separately.

If a buyer pays for items separately then asks about combined postage, then and only then would I arrange a refund. But I would answer the message along the lines of normally buyers ask before paying and you are able to adjust the invoice accordingly, but as they have already paid, you are unable to do that but instead, as you are now aware it was the same buyer for a couple of your items, you will post them as one parcel and refund them the difference into their account.

Mind you, I would send it trackable post.

[maranock]

As a buyer myself, I often buy something then decide to see what else the seller has and then sometimes purchase another item or two.

I never expect a refund or combined postage in this case as it is my fault I didn't wait to look at other items before paying. I know what I am buying and am happy with the price including postage so I don't expect any discounts. 

[davewil1964]

Not forgetting that is is apparently impossible to pay for multiple items, even when an invoice HAS been issued, on a phone/tablet, and people seem to be increasingly averse to using proper computers (or the full internet site).

[lane-ends]

If you send two items under one paypal payment then it can cause issues when there is a transaction issue with a dispute or refund involved on one and an item not recieved vulnerability on tthe other. Cheap sales is worth it,but anything of value I would process as two separate sales and shipments.

[digital*ghost]

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@davewil1964 wrote:

Not forgetting that is is apparently impossible to pay for multiple items, even when an invoice HAS been issued, on a phone/tablet, and people seem to be increasingly averse to using proper computers (or the full internet site).

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I think, once a manual invoice is issued, they can use the "Pay Now" button in the email notification to bypass the app checkout and keep the items combined (the link probably goes to the classic site version of eBay, or something).

I get this a few times a week, unfortunately. I have in my terms that separate payments = separate packages, but that's mostly because sometimes the purchases will be several hours apart and by then it's too late to combine, and once or twice the number or value of items has meant separate packages were more viable on all accounts, but in all other instances I just automatically combine and refund (after checking each item is going to the same address, anyway 😄 ). I sometimes get people buying at the same time from eBay and the other site, and I do the same in that case, too. 

If I manage to get the chance, I'll issue an invoice for $0 postage on additional purchases so no one has to pay eBay fees for nothing, since that's my advertised P&H discount for multiple purchases, otherwise I retain a small portion (actual costs only) and refund the rest. 

[justajunk]

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@onleme wrote:

Does  anyone have any suggestions as to what I can do to prevent this from happening so often.

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To be honest, this was one of the key reasons why I ultimately decided to switch over to free postage on all my listings.

I would recommend doing the switch too if you are sending items where the postage cost is the same for all Australian locations; just build the postage cost into your item cost and with free postage, buyers cannot complain about items being sent together (or separate) or not getting a discount, etc.

(Obviously, this wouldn't work if you are sending heavy items where the cost varies per buyer location)