item posted and was damaged in transit have offered full refund but as yet not received item back.

[stevcasali]

I sent an item in the mail and the buyer has advised she has received it but it is extremely damaged. I advise if she returned it to me I would give her a full refund including the initial postage cost.  She wanted to be pay return potage as well but I thought that was a bit unreasonable.The item was posted and it cost less than I anticipated. I did not refund the difference and she complained about the cots of postage.  We are talking $5 as opposed to $1.20.  It didnt go through the resolution centre. It is now two weeks later and I have not received the item back and any email I sent to her she is not answering. She has left negatie feedback.  How long is a reasonble item for me to keep the refund offer open for

[**tay**]

If it went through the resolution centre she would have had to return it at her own cost anyway. Did you ask to see photos of the damage?

[clarry100]

We don't beileve you can shirk your responsbility for loss or damage in the post. Its not the fault of the buyer and I believe the seller has to accept that. So we just accept it like it has been totally our fault.

We will ask for them to take a picture of the damaged item and send to us.

If its damaged beyond reasonable use then they keep/discard it and we either refund or send them a replacement. Their choice.

If its fixable by us then we ask them to return it at our cost and we will either refund or replace it when we get the damaged one back. Including their return postage cost.

Thankfully it doesn't happen too often.

To argue over $1/$2  just isn't worth the unhappy customer and a big RED dot in my opinion. Make them happy and turn it into Positive.

I feel you are not going to see your item back. The BIG RED dot probably means case closed as far as your buyer is concerned.

[tstore]

You are not getting the item back. Buyer has already left you a negative implying sale is complete. Why inconvenience your buyer over a used $10 item which wasn't perfect to begin with? Seems your buyer also dinged all your DSRs ...

[ajarnjenny]

But that is a bit nasty. isn't it? The seller offered a refund and the buyer didn't take it up.

Yes, well, he could have offered to refund the return postage too, but if the buyer showed no proof of damage, why should he?

[davewil1964]

He's already admitted he overcharged on postage and kept the difference, so surely that would cover paying for the return?

It is up to the seller to package goods adequately.  It would seem a large letter wasn't adequate.

[tstore]

Because some buyers have lives. They can't get to a post office during the week over something so inexpensive. The seller has already overcharged on postage and item was damaged in the post. Why add inconvenience to the equation (including taking a photo?). A neg over a $10 transaction costs more than to have simply refunded them as it stays for 12 months. I might add, I would not have replied to the negative. It was just an unhappy face not even mentioning what the reql issue was. Seller basically described the entire issue to all their buyers and even mentioned it was 'annoying' to fix the issue for the buyer ...

Buyers want to see a seller bending over backwards if an issue was to arise and making it a painless fix if it was to happen to them

JMO anyway.

[thecatspjs]

The OP has been in the driving seat of this one all the way. 

Deserved negative IMO. 

The responses to their customer outlined by the OP did little to nothing to avert this negative,  can't see that a refund on return at the buyers expense, is appropriate amends for overcharging on post and damaged goods.

[ajarnjenny]

Oh dear, I missed the bit about the over charge. Me, who always complains about buyers not reading. My bad, not reading when I accuse others of the same. I  have given myself a slap on the wrist.