refunding buyer when they return an item they paid to return

[vanpatrick2005]

Buyer returned item, I offer full refunds AND pay for returned shipping. How do I refund the buyer the return shipping cost they incurred (a book , media mail $4.63 they paid)... on the refund drop down, it won't let me pay over the cost they paid for the item. Do I have to send them a check for $4.63 so that all is squared away? I offer free shipping, the book was 19 bucks total, so I basically have to buy the book back at $4.63 lol

[le-5262]

When I had that happen...

someone told me to either use Paypal (or one of those type things) or offer to send a check. 

You can't refund over what they paid you.

[fbusoni]

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@vanpatrick2005 wrote:

Buyer returned item, I offer full refunds AND pay for returned shipping. How do I refund the buyer the return shipping cost they incurred (a book , media mail $4.63 they paid)... on the refund drop down, it won't let me pay over the cost they paid for the item. Do I have to send them a check for $4.63 so that all is squared away? I offer free shipping, the book was 19 bucks total, so I basically have to buy the book back at $4.63 lol

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@vanpatrick2005 

I'm curious to know how it came about that the buyer paid for the return.  Was it a remorse return?  Did the buyer actually file a return request?

The reason I ask is that I recently had an INAD for a book I had sent with free shipping.

But when I received the return request from the buyer, eBay asked if I wanted to send a return label, and I said yes. 

My credit card was charged for the label. 

[stuff4divas]

@vanpatrick2005 

if it was an item not as described, damaged, etc, then send them the money thru paypal.

if it was a remorse return, changed mind, didn't like, etc, then u don't have to refund the return shipping.

[gator08041971]

@le-5262 

I wanted to clarify a few points here:

If you sell an item with the option for a return but the buyer has to pay for the return, then you can only refund the original sale of the item.  This is normal and is what the buyer agreed to, regardless if you are willing to do more.

To prevent this, you would need to change your return options to be free returns, instead of customer pays to return.

The only way around this problem, is to have the customer/buyer use the option of the item not matching the description or photos as this will override the other and force you to pay to return.

Hope that helps.

@fbusoni 

In your case, the buyer used the item not matching description or photos to return, which again, overrides any preference you may have set.

[fbusoni]

@gator08041971 

Thanks... in fact I offer paid 60 day returns.   

And that one (above) -- from a dishonest buyer -- is only the second such return request I've ever received.

[vanpatrick2005]

You were right, I had to use PayPal- thank goodness the buyer had a Paypal address! All is taken care of, thanks!