How would you address this? Buyer complaining after refund
A buyer purchased an item for $9.99 plus shipping. Return policy is BUYER pays return shipping.
The buyer returned the item for “doesn’t fitâ€
They are now complaining that the refund wasn’t a full refund because Ebay charged them a shipping label and original shipping was not refunded. (Ebay allows this on remorse returns)
Thus they only got $6 back of $17 they paid according to them.
Ebay held $9.99 from me, and the return is now closed.
How would you handle it? Looking at their feedback left for people they also seem to do a lot of negatives.
12 comments
sapphire_studio
·2 years agoAfter you send a polite message explaining the concept of buyer pays returns to them then just block them. You are protected against negative feedback because a return was opened and you closed it properly. If any negative feedback is not automatically deleted your request to get it deleted will easily be granted.
agemelee
OP2 years agoThanks yes Ebay confirmed this on Facebook too. Thank you
albertabrightalberta
·2 years agoMy opinion is that you refunded in accordance with your return policy.
When your policy is 30 days, buyer pays return shipping and you charge (originally) separately for shipping, you are allowed to refund only for the purchase price. (ETA: It's up to the seller in these cases whether they want to refund for original shipping.)
If the buyer negs you, I'd report the feedback and request removal with the explanation that you refunded in accordance with your policy and did nothing wrong.
lamber9347
·2 years agoIn situations like these you must weigh how much being correct means to you. You followed policy and did nothing wrong but obviously from your buyer's view they are out a bit more than expected. How much is it worth to you to stand your ground?
Ask yourself, is keeping however much the original shipping was that important to you? You seem guaranteed to receive some negative comments if not, but if you return the original shipping with a carefully worded reply, chances are you will avoid that. Just something for you to consider. Best of luck to you....
stainlessenginecovers
·2 years agoAll I see sold for $9.99 is a bar of soap??
Anyway....Take a screen shot of the listing that shows 'returns accepted, buyer pays for shipping' which is shown right on the listing under the 'bid/buy it now' button-
and send it to them.
As stated, unless YOU made a mistake on the 'size', then it's a remorse return and buyer pays shipping.
agemelee
OP2 years agoIts basically just a pair of sunglasses. Too small for their face they said (in other words didn’t like it) but they used “didn’t fitâ€
they are now demanding $12 back which is really odd in messaging. (Ebay held $9.99 which was refunded and return closed)
stainlessenginecovers
·2 years agoebay shouldn't be refunding ANYTHING...if you are not 'refunding' on your own when the item comes back, you are getting a MAJOR ding for this (a few of these you will be outa here)
agemelee
OP2 years agoYou are misunderstanding my response,
1) Buyer bought sunglasses for $9.99, buyer pays return shipping in listing
2) I received return, and refunded buyer (ebay credited like $1.74 in final value fees)
3) Return is now closed and refund issued
4) Buyer is now saying I owe them more money about $12,
agemelee
OP2 years agoMaybe this will help:
 Like I said, buyer is asking for MORE money even greater than the sale. Literally another $12.
Looking at their feedbacks they leave a LOT of negatives too.
also the FVF was $2.60 i couldn’t remember off the top of my head.
agemelee
OP2 years ago 
One more this is the messages they keep sending. I even asked for a screenshot from their end of what they are seeing
pjcdn2005
·2 years agoIt depends on the exact situation. If the item was clothing or sunglasses etc that 'didn't fit' then buyer does pay for return shipping as per your policy. I would politely explain that that your listing states that buyer pays return shipping for remorse returns.
If the item was something that advertised it would fit widget A but it did not fit that widget, then I might send money for the return shipping. As far as negative feedback, I believe that you could get that removed if they were honest in their feedback but I'm not an expert on feedback removal.
agemelee
OP2 years agoIts clothing, sunglasses in particular