Refunding shipping over pay after combining multiple items
Had a buyer purchase 7 different 1/43 scale cars today. He had already paid for items and shipping for each one. So I combined all the items to one package and saw that it was a fraction of what he had already paid for shipping.
Question 1. Where does that excess shipping go, to ebay or me?
question 2. What is the correct way to refund him for shipping (not for the item but the shipping)?
12 comments
cheech2021
·6 months agoWhen this happens, isn't there a tracking number created for each item? What happens then, do you manual input the new single tracking number, that same tracking number on each order, and you cancel all the other shipping labels that the customer paid for. I think Ebay should explain better to shoppers how to combine shipping when shopping at a store. I had a customer buy 2 bags from me this week and I offer combine shipping, but she bought each bag separate so, so I packed it up that way with the 2 separated purchase, but sure I would have love to pack all in one and save the customer some money but I stayed away from it since the customer just shopped they way they did, and I am a little new here to figure out what I had to do to change it, since i didn't, I didn't. Thanks
quicksilverdiecast
·6 months agoI have run into this for years since they put the cart in to micromange sellers, taking away the ability for a seller to accurate combine orders, and sticking with you with flawed algorithms.
When a buyer does such as yours has done keep in mind that each transaction has a transaction fee as well and ebay does not refund that.
And will in many cases be hard to manually combine order and refund. Where it was one entire order there would be 1 transaction fees rather than numerous ones.
I move a lot of diecast, and you might want to try setting up ebays shipping rule when entering the dimensions and weight (I would say your 1/43rd will be in the 5-8oz tier ?(USPS) , 1/64 is 1-4oz tier.) and if your shipping rules box is still there on the form(see picture , for some reason the rules box on my store has disappeared, (hey its ebay what do want) but the box will be where the arrow that says gonzo.
That way if your buyer does not bother to follow using the cart, and pays separate, send them separate or message him and explain(gets old and time consuming and something ebay fails to do with educating buyers) and maybe cancel and have him redo the order correctly(you may lose the sales that way).
As for any neg feedbacks when sending separately have ebay remove them, as it is not your fault, but ebays.
The way it used to be worked near flawlessly where a buyer would choose and commit to purchase but not pay for any items, they would show up on your seller hub, and you simply clicked on the unpaid item and they all came up, you could figure out what could be safely combined and the package weight and dimensions accurately and send him the new combined invoice and he pays and you ship... the worse outcome with that system was a possible non paying bidder. but....
bashort
·6 months agoI am in this for the long haul and want repeat customers, any time when a buyer makes a multiple purchase or even a single purchase where they significantly overpaid shipping I issue a refund.
1786davycrockett
·6 months ago@apex_motorsport_collectables
Since you are a relatively new seller, you will want to attract buyers; and, in addition, you will want to create conditions which will entice your previous buyers to become return buyers.
One of the more certain methods is to refund excess shipping charges when a buyer has purchased multiple items. Regardless of what others may tell you, you do NOT want to gain a seller reputation as being greedy, based upon scooping up additional profit by keeping any excess shipping charges from your buyers -- you do create return buyers by cheating them on excess shipping charges.
As for refunding your buyers, that is fairly simply --
Go to your "Seller Hub" page, and click on "Orders", at about the upper left middle of your screen.
Scroll down to "Paid and shipped" -- this will take you to the "Manage paid and shipped orders" page.
If your buyer has purchased all 7 items in ONE order, the process is very simple, and is similar to the method for refunding individual orders.
However, if your buyer has purchased all 7 items individually, you will need to refund the excess shipping charges individually, as well, as follows --
Scroll down to the second item purchased by your buyer -- you will see a small oval marked "View order details". Next to that oval is a circle with 3 dots inside -- click on that.
Scroll down to "Send refund" -- click on that.
Now you need to decide the amount which you wish to refund your buyer on this ONE item. You may wish to refund the buyer ALL the shipping charge, less a small "bulk purchase" amount -- perhaps $1.00. So the refund which you would offer the buyer FOR THIS ONE ITEM would be the listed shipping charge minus $1.00.
Fill out the rest of the form as required ("Shipping discount" and "Excess shipping charges"), and don't forget to click on the COMPLETE refund.
Repeat for the other 5 items.
(Don't be concerned that the refund amount shown by eBay will be different -- eBay is also refunding your buyer any taxes and other associated fees).
Repeat buyers are one of the most valuable products that a good buyer can produce -- give them a good reason to return, and they will -- plus they'll hopefully provide you positive feedback.
Good luck!
luckythewinner
·6 months agoQuestion 1. Where does that excess shipping go, to ebay or me?
It goes to you, like all shipping funds from a buyer do. The fact that 7 of them were ordered together does not change that.
question 2. What is the correct way to refund him for shipping (not for the item but the shipping)?
By going to the order, hitting 'refund', making it an order-level refund, and choosing 'shipping discount' as the reason.
ca_olson
·6 months agoGiven the name of your account and looking at your current listings you sell collectibles focused on auto racing. Question for you: Do you have a large collection to sell or have good sourcing for additional product? If yes, don't listen to the people advising you to keep the extra shipping money. In my experience selling collectible items focused on a theme, buyers who purchase multiple items at a time often become repeat customers. I have several ongoing customers who have spent hundreds of dollars each--a few have spent several hundred each so far. Do the right thing, treat your customers well, and you may well be rewarded down the road.
As for doing refunds, @shire123 lines out how to do it. If the items are purchased on a single order, it's fast and easy. If the items are bought on separate individual orders, I just divide the total amount to be refunded by the number of orders and refund that figure to each order. It's a little extra work but either way it's paying off for me in the long run.
In my case, I have very few returns. If you represent your product accurately and price it fairly, passionate collectors tend to not return purchases. If you get a return, refund the appropriate amount less the amount already refunded for combined shipping.
cityslickercreations2004
·6 months agoBefore you refund any shipping money, just keep in mind you have 7 potential returns...
broto_64
·6 months agoThis is the correct answer, I know about wanting to do the right thing too, I've been there...
But there are caveats when selling on ebay, things don't work the way they're supposed to when it comes down to doing the right thing. Because of that I feel sellers should protect their profits, because ultimately we also have to cover unfair losses.
inhawaii
·6 months agoA#1: It goes to you.
A#2: Refund through ebay. Reason: Shipping discount.
broto_64
·6 months agoWe don't sell on mybay or yourbay, we sell on ebay.
It is best to go with the flow, keep any money you don't have to give back, because ebay will take money that you feel is rightfully yours too.
onefootflipper
·6 months agoAnswer to number 1 it goes to you.
Answer to number 2, you don't refund a single nickel unless you had an agreement with the buyer in advance or something in the description that indicated you would do so.
Don't stress about it, don't worry about it. The customer is not expecting a refund and sending them money is lighting your own profits on fire,
shire123
·6 months agoPretty easy but lots of steps.
Seller hub....... Orders........Paid and shipped.........click on circle with dots in it..........scroll down to refund buyer.........enter refund amount.........hit next........select reason (shipping discount)...........Hit refund now button.
Note you can either do that on each item or just refund the appropriate amount on just one item so the total refund is right.