Locked
Discussions in this board are limited to the original poster and Community Mentors
Calculated Shipping vs. Actual Label Cost — Is a Refund Required?
Summary: roknr50 is seeking advice on whether they need to refund a shipping cost difference to a buyer. The buyer paid $13.25 for shipping as calculated by eBay, but roknr50 found a cheaper shipping option for $10.15. The buyer, after checking on eBay's calculator, believes they were overcharged by $2.90. roknr50 is asking if eBay's policies require a refund and, if so, how the refund amount should be calculated.
Hi everyone — I have a shipping question and would appreciate some guidance before I respond to my buyer.
UPS Ground: $13.35 — estimated 10/1–10/6
USPS Ground Advantage: $10.15 — estimated 10/2–10/6
Actual USPS delivery: 10/1
The buyer paid $13.25 for shipping, which was the amount eBay calculated and displayed when they purchased the item.
When I actually packed the item, the final box dimensions changed. I updated the package information, but the shipping amount was still $13.25.
When I went to purchase the label through eBay, I compared the available services and found the USPS Ground Advantage option for $10.15 at my eBay seller rate. The delivery windows were comparable, so I chose that option. The package ultimately arrived on 10/1.
The buyer says the items arrived in perfect condition and are exactly what they wanted, but they contacted me because they entered the dimensions and weight into eBay's shipping calculator and came up with $10.35. They believe they were overcharged $2.90 and are asking how I'd like to handle the difference.
My question is: When a buyer pays the calculated shipping amount shown by eBay at checkout, but the seller can purchase a less-expensive label through eBay that provides comparable service, is the seller required under eBay policy to refund the difference?
Secondly: If a refund is due, do you refund the difference between what the buyer paid and what the shipping label actually cost you ($3.10) or the difference between what the buyer paid and what the buyer calculated their shipping cost ($2.90)
I just want to make sure I understand eBay's actual policy before responding to the buyer.
Thanks for any guidance!
fashionsandbeauty4u
Mentor2 weeks ago@roknr50
If you had one, shipping option in your listing and the Buyer paid based on that, it's best to contact the Buyer first before shipping with a different option, even if it's cheaper, just for this reason.
If the Buyer feels they were overcharged $2.90, I would refund them that amount. That may not be spelled out in a policy, but it's good customer service.