Refunding a buyer on eBay?

Reno · May 1st, 2008, 10:07 AM

Hi, it's me again with another eBay question.

This time a buyer has returned the item and I've issued a refund - minus the shipping.

Is this wrong? Should I have refunded the shipping as well?

Example: Item cost $466 + $30 shipping = $496. Item returned and buyer refunded $466.

I just want to do what's right. Can tell I'm kinda new to this, eh?

Thanks again, everybody!

Reno

txjeff · May 1st, 2008, 10:19 AM

Well, that depends on the "reason" for return. I think that is critical. In fact, if it's something that's not worth getting returned caused by some mess up, sometimes I'll refund everything just for the persons inconvenience and to ensure I don't get bad feedback. Then I tell them just keep it or toss it or donate it to Good Will. I had this happen with a stereo power amp that I sold and arrived DOA to the customer (sigh). Wound up having a nice chat with the buyer on the phone and it was all good. Told him to just chunk it.

So, if it's a return because I put down in the transaction "7 day return policy" just because they don't really like what they got, but it works or is a good product, then I would say "customer pays return shipping". BUT, if it's broken, or the picture showed blue, and it was received as red, then the seller should refund all, as it was misrepresented. Same if it is broken in some fashion (not due to shipping). If something breaks in shipping, I refund the customers money in full and file a claim with the shipping company.

JimiBryant · May 1st, 2008, 10:24 AM

depends on the reason for the return, I'd say.

when return details aren't explicitly spelled out upfront, it's even more
tricky: if the buyer decided it wasn't to their satisfaction then it's difficult
to say who's to pay for the shipping - obviously, the return shipping back
to the seller would be on the buyer's dime.

I say look at it from the other fellow's perspective and do for them what
you'd want done if you were in their place.

it's not unreasonable, however, for a seller to wish to refund purchase less
the shipping amount - so there's no firm "right" or "wrong"

Telemaniac · May 1st, 2008, 10:35 AM

Most Ebay sales are caveat emptor, I believe. So unless there is something defective in the listing no refunds would normally be made, so if the only reason for a refund is an error by the vendor I would expect the vendor to refund in total. Why should the buyer have to pay for the vendor's mistake?

I recently sold two DVDs for my daughter only for the buyer to discover there were no DVDs in the boxes - she had them with her at University! I refunded in full including postage.

The only exception would be if you offer something like "full refund if not satisfied". Most vendors who offer refunds specifically exclude carriage from the refund, and some even charge a "restocking fee".

YMMV, as always.

txjeff · May 1st, 2008, 11:25 AM

There is a choice in Ebay, when you setup an item, to choose a 7 or 14 day, or whatever you want, return offering, but it doesn't break it down as we have above unless you choose to do that in the description. Some merchants are very clear and spell out every possiblity, but most don't.

But if there is nothing in writing in the ad about a refund, then it's a toss up of cost versus potential reputation damage. Many times, with Ebay deals anymore, people insist that a buyer (which we also are) has 100% feedback rating only.

But, as was said by another, I am extremely honest and fair and see every sale as if I'm the customer and what would I think of the seller's return policy and is it acceptable. So far most seller's have been fair to me and I've never had to leave bad feedback, (and I'm not really a believer in doing that), but one guy did come close. I had to dispute one on Paypal to get it resolved, and ship the item back with proof of shipping (smartly I used Paypal with a Credit Card). Even though the person communicated ok, he was unwilling to give a refund for a useless cell phone. He tried to push that it was "as is", but his ad was in conflict with what he provided, and he was trying to be a jerk and not give a refund regardless. He was one inch from being my first in a bad feedback situation. But then, in revenge mode, they come to your feedback and zap you with undeserved comments, so it's usually not worth it.

Reno · May 1st, 2008, 11:29 AM

Okay, I get what you're saying: It depends.

I did offer a 7-day return (buyer pays shipping), and have the item back with me now. But I kept the $30 I charged them for the original shipping to their location.

PayPay says I made a "partial refund", which makes me wonder if I've done the wrong thing.

Nothing was mentioned in my 7-day refund policy about refunding the money minus the shipping fee.

What to do?

txjeff · May 1st, 2008, 11:34 AM

Quote:

Originally Posted by Reno

Okay, I get what you're saying: It depends.

I did offer a 7-day return (buyer pays shipping), and have the item back with me now. But I kept the $30 I charged them for the original shipping to their location.

PayPay says I made a "partial refund", which makes me wonder if I've done the wrong thing.

Nothing was mentioned in my 7-day refund policy about refunding the money minus the shipping fee.

What to do?

Well, Paypal is only reporting the math. If you don't refund 100% of the money, even if it's 1 penny short, it will say, "partial refund". That doesn't mean you did wrong. You will have to explain the circumstances of "why it was returned" to us to get a better answer though.

txjeff · May 1st, 2008, 11:52 AM

I think I figured out what you're driving at. You charged the buyer for shipping and then you deducted that shipping plus are putting return shipping on the buyer, when the buyer did nothing wrong. (?)

That is STILL fair. If it is a matter of "desire" that the buyer didn't want it and not due to defect or seller cause, that is strictly an emotional decision, and it costs. As an example, I bought 2 lamps from a website. Cost $100 plus $30 shipping. We didn't "like" them, but there was nothing wrong with them physically. At that point, if I wanted a refund, I had to either pay another shipping fee, which would have been 3 times higher (since a homeowner doesn't get the corporate breaks) or, I had to drive 35 minutes one way to a store (LampsPlus) and return it to save the $50 it would cost me to ship it back. I chose to make the drive (but that taught me never to buy a product like a lamp off of a website. It's better to buy it locally because it's easier to return a "risky" item that way.) So that was the penalty. But, look at the "cost" to them. They lost a customer because they are not local and they won't get my business again and I will recommend to others not to take the risk.

HOWEVER, Amazon is really cool, and they pay the shipping, in some cases both ways! That's why I really dig Amazon. But think of the volume they have...

( I know this isn't a direct comparison to Ebay, but there is merit to various viewpoints.)

txjeff · May 1st, 2008, 12:01 PM

Sorry. One last thing.... A shrewd and wiley (and dishonest) buyer will recognize the plight of getting stuck with shipping costs due to something that was not what they wanted, so he/she will say, "It's broken on arrival" or something similar. Or will actually damage it and say it arrived that way. Then they put it on the seller to make good. (Yeah I've been in Ebay for quite awhile and have seen/heard allot of these.)

Reno · May 1st, 2008, 12:31 PM

I've decided to refund the shipping, as well.

It seemed like the proper thing to do, and I just want to get this (and them) behind me.

You live and you learn, and every lesson is going to cost you something; you lucked out if it only costs you money.

Word to Paul McCartney!

May 1st, 2008, 10:07 AM	#1 (permalink)
Reno TDPRI Member Join Date: Feb 2007 Location: Northumberland County, Virginia Age: 57 Posts: 40	Refunding a buyer on eBay? Hi, it's me again with another eBay question. This time a buyer has returned the item and I've issued a refund - minus the shipping. Is this wrong? Should I have refunded the shipping as well? Example: Item cost $466 + $30 shipping = $496. Item returned and buyer refunded $466. I just want to do what's right. Can tell I'm kinda new to this, eh? Thanks again, everybody! Reno

May 1st, 2008, 10:24 AM	#3 (permalink)
JimiBryant Tele-Afflicted Join Date: Sep 2007 Location: Chicago Chicago that toddlin' town Age: 46 Posts: 1,716	depends on the reason for the return, I'd say. when return details aren't explicitly spelled out upfront, it's even more tricky: if the buyer decided it wasn't to their satisfaction then it's difficult to say who's to pay for the shipping - obviously, the return shipping back to the seller would be on the buyer's dime. I say look at it from the other fellow's perspective and do for them what you'd want done if you were in their place. it's not unreasonable, however, for a seller to wish to refund purchase less the shipping amount - so there's no firm "right" or "wrong" __________________ *we all shine on, like the moon and the stars and the sun.*

May 1st, 2008, 10:35 AM	#4 (permalink)
Telemaniac Tele-Afflicted Join Date: Mar 2003 Location: Wokingham, England Age: 55 Posts: 1,242 2 Photos	Most Ebay sales are caveat emptor, I believe. So unless there is something defective in the listing no refunds would normally be made, so if the only reason for a refund is an error by the vendor I would expect the vendor to refund in total. Why should the buyer have to pay for the vendor's mistake? I recently sold two DVDs for my daughter only for the buyer to discover there were no DVDs in the boxes - she had them with her at University! I refunded in full including postage. The only exception would be if you offer something like "full refund if not satisfied". Most vendors who offer refunds specifically exclude carriage from the refund, and some even charge a "restocking fee". YMMV, as always. __________________ Growing old is mandatory . . . growing up is optional

May 1st, 2008, 12:31 PM	#10 (permalink)
Reno TDPRI Member Join Date: Feb 2007 Location: Northumberland County, Virginia Age: 57 Posts: 40	Update I've decided to refund the shipping, as well. It seemed like the proper thing to do, and I just want to get this (and them) behind me. You live and you learn, and every lesson is going to cost you something; you lucked out if it only costs you money. Word to Paul McCartney!

May 1st, 2008, 10:19 AM	#2 (permalink)
txjeff Tele-Meister Join Date: Apr 2008 Location: Granbury, TX Age: 53 Posts: 107	Well, that depends on the "reason" for return. I think that is critical. In fact, if it's something that's not worth getting returned caused by some mess up, sometimes I'll refund everything just for the persons inconvenience and to ensure I don't get bad feedback. Then I tell them just keep it or toss it or donate it to Good Will. I had this happen with a stereo power amp that I sold and arrived DOA to the customer (sigh). Wound up having a nice chat with the buyer on the phone and it was all good. Told him to just chunk it. So, if it's a return because I put down in the transaction "7 day return policy" just because they don't really like what they got, but it works or is a good product, then I would say "customer pays return shipping". BUT, if it's broken, or the picture showed blue, and it was received as red, then the seller should refund all, as it was misrepresented. Same if it is broken in some fashion (not due to shipping). If something breaks in shipping, I refund the customers money in full and file a claim with the shipping company.

May 1st, 2008, 11:25 AM	#5 (permalink)
txjeff Tele-Meister Join Date: Apr 2008 Location: Granbury, TX Age: 53 Posts: 107	There is a choice in Ebay, when you setup an item, to choose a 7 or 14 day, or whatever you want, return offering, but it doesn't break it down as we have above unless you choose to do that in the description. Some merchants are very clear and spell out every possiblity, but most don't. But if there is nothing in writing in the ad about a refund, then it's a toss up of cost versus potential reputation damage. Many times, with Ebay deals anymore, people insist that a buyer (which we also are) has 100% feedback rating only. But, as was said by another, I am extremely honest and fair and see every sale as if I'm the customer and what would I think of the seller's return policy and is it acceptable. So far most seller's have been fair to me and I've never had to leave bad feedback, (and I'm not really a believer in doing that), but one guy did come close. I had to dispute one on Paypal to get it resolved, and ship the item back with proof of shipping (smartly I used Paypal with a Credit Card). Even though the person communicated ok, he was unwilling to give a refund for a useless cell phone. He tried to push that it was "as is", but his ad was in conflict with what he provided, and he was trying to be a jerk and not give a refund regardless. He was one inch from being my first in a bad feedback situation. But then, in revenge mode, they come to your feedback and zap you with undeserved comments, so it's usually not worth it.

May 1st, 2008, 11:29 AM	#6 (permalink)
Reno TDPRI Member Join Date: Feb 2007 Location: Northumberland County, Virginia Age: 57 Posts: 40	Okay, I get what you're saying: It depends. I did offer a 7-day return (buyer pays shipping), and have the item back with me now. But I kept the $30 I charged them for the original shipping to their location. PayPay says I made a "partial refund", which makes me wonder if I've done the wrong thing. Nothing was mentioned in my 7-day refund policy about refunding the money minus the shipping fee. What to do?

May 1st, 2008, 11:52 AM	#8 (permalink)
txjeff Tele-Meister Join Date: Apr 2008 Location: Granbury, TX Age: 53 Posts: 107	I think I figured out what you're driving at. You charged the buyer for shipping and then you deducted that shipping plus are putting return shipping on the buyer, when the buyer did nothing wrong. (?) That is STILL fair. If it is a matter of "desire" that the buyer didn't want it and not due to defect or seller cause, that is strictly an emotional decision, and it costs. As an example, I bought 2 lamps from a website. Cost $100 plus $30 shipping. We didn't "like" them, but there was nothing wrong with them physically. At that point, if I wanted a refund, I had to either pay another shipping fee, which would have been 3 times higher (since a homeowner doesn't get the corporate breaks) or, I had to drive 35 minutes one way to a store (LampsPlus) and return it to save the $50 it would cost me to ship it back. I chose to make the drive (but that taught me never to buy a product like a lamp off of a website. It's better to buy it locally because it's easier to return a "risky" item that way.) So that was the penalty. But, look at the "cost" to them. They lost a customer because they are not local and they won't get my business again and I will recommend to others not to take the risk. HOWEVER, Amazon is really cool, and they pay the shipping, in some cases both ways! That's why I really dig Amazon. But think of the volume they have... ( I know this isn't a direct comparison to Ebay, but there is merit to various viewpoints.)

May 1st, 2008, 12:01 PM	#9 (permalink)
txjeff Tele-Meister Join Date: Apr 2008 Location: Granbury, TX Age: 53 Posts: 107	Sorry. One last thing.... A shrewd and wiley (and dishonest) buyer will recognize the plight of getting stuck with shipping costs due to something that was not what they wanted, so he/she will say, "It's broken on arrival" or something similar. Or will actually damage it and say it arrived that way. Then they put it on the seller to make good. (Yeah I've been in Ebay for quite awhile and have seen/heard allot of these.)