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Should I refund the buyer?
Hi everyone! Here's the situation:
A buyer ordered live fish from my auction on 12/27/2024. At the very beginning, I suggested shipping the fish on 1/6/2025 (Monday) due to the holiday schedule. I planned to use FedEx 2-day shipping, meaning the customer would receive the fish on 1/8/2025 (Wednesday).
However, the buyer emailed me back and said she had paid a high price and requested that I ship the fish by 1/2/2025 (Thursday). To accommodate the customer and ensure her satisfaction, I agreed.
On 1/1/2025, when I created the shipping label through the eBay website, the page indicated that FedEx 2-day shipping would deliver the package on 1/4/2025 (Saturday). Based on this information, I created the label and shipped the fish on 1/2/2025 (Thursday).
Unfortunately, it became clear that the FedEx office at the buyer's location does not deliver on Saturdays. As a result, the package was not delivered until 1/6/2025 (Monday). By then, all the fish had died.
The buyer immediately requested a full refund and also initiated a return through eBay. However, I did not accept the return, as per the eBay terms stated in my auction listing.
The strange part is that eBay has said they will process the return by 1/11/2025, but I am unable to find a live person at eBay to review this dispute.
How would you handle this situation?
Thank you for your time.
lady_madonna
Mentor1 year ago@dancingfishllc
If the buyer chose a valid reason for the return in the Ebay Return Request, you will be required to approve the Request and you can refund them without requiring the buyer return the dead fish.
If you refuse to cooperate with the buyer's Return Request, Ebay will step in and refund the buyer from your account and you will receive a defect on your selling account.
dancingfishllc
OP1 year agoThanks so much for your input. Very helpful.