Buyer has paid for item. Now does not want it. Wants a refund.

[hiinthesky]

Buyer bid and paid (PayPal) for item on 02-10-20.  Tried to contact buyer for 10 days, no reply to invoices or emails.  Items cost $4500.00.  Now on 02-26-20  doesn't want item and asked for a refund. Didn't give a reason just said, she thinks she wants to back out.  What would you do??

[nuclearomen · Accepted solution]

refund the buyer, simple, what else you think you gonna do? Ebay will side with the buyer anyways.
However, from the way you wrote this sounds like the buyer never responded or paid the invoice anyways... so there should be nothing to refund if they didn't pay the invoice... or did they pay and you haven't shipped it? Either way it would be a order cancellation, which I would mark as "buyer requested" when canceling so it doesn't earn you a mark on service matrix. 

[bigdeals.etc]

If the buyer paid you on 2/10, how come you didn’t send it out within your stated handling time? Was there a reason why you tried to contact them before sending the item out?

I wouldn’t think it to be out of line if a buyer finds out 16 days after they purchased that the item hasn’t been sent out and wants to cancel it.

Overall I think it would be in your best interest to honor the cancellation because you would have way more at risk if you end up sending out a $4500 item that the buyer doesn’t want. 

[bigdeals.etc]

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@nuclearomen wrote:

refund the buyer, simple, what else you think you gonna do? Ebay will side with the buyer anyways.
However, from the way you wrote this sounds like the buyer never responded or paid the invoice anyways... so there should be nothing to refund if they didn't pay the invoice... or did they pay and you haven't shipped it? Either way it would be a order cancellation, which I would mark as "buyer requested" when canceling so it doesn't earn you a mark on service matrix. 

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Title says buyer paid for the item.

[nuclearomen]

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@bigdeals.etc wrote:

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@nuclearomen wrote:

refund the buyer, simple, what else you think you gonna do? Ebay will side with the buyer anyways.
However, from the way you wrote this sounds like the buyer never responded or paid the invoice anyways... so there should be nothing to refund if they didn't pay the invoice... or did they pay and you haven't shipped it? Either way it would be a order cancellation, which I would mark as "buyer requested" when canceling so it doesn't earn you a mark on service matrix. 

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Title says buyer paid for the item.

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yes, it also says in post that buyer doesn't respond to invoices...if they paid already why would you send invoice? idk...doesn't matter, simple fact is that I smell facts missing, and aside, someone wants a refund you issue it, as you know ebay will if you do not. 

[hiinthesky]

Please reread title and first sentence.  Thank You for your fast response.  She bid a paid with Paypal.  The items is enormous.  Two pallets.  I just couldn't ship without knowing/ getting location details from the buyer.  Thank You for your thoughts on this matter.  Yes the way I wrote is a little confusing.

[nuclearomen]

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@hiinthesky wrote:

Please reread title and first sentence.  Thank You for your fast response.  She bid a paid with Paypal.  The items is enormous.  Two pallets.  I just couldn't ship without knowing/ getting location details from the buyer.  Thank You for your thoughts on this matter.  Yes the way I wrote is a little confusing.

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now that makes sense! thanks for clarifying! 
Again, though, I would just issue the refund and save yourself a huge hassle and headache in the longer run...you know, it's not worth the stress! 
Good luck!

[hiinthesky]

The item is enormous - two pallets.  Needed to know if shipping point was residential or commercial, if had a dock ect.  All above had impact on shipping price.  So, yes,  I couldn't ship right away.  She paid the day of auction...  a few hours after  auction ended.  I sent invoice within seconds of the auction ended and ebay messages for almost 10 days with no response.   So , yes she responded to invoice but no contact for about 10 days asfter asking the above ?'s about the shipping destination.

[equid0x]

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@hiinthesky wrote:

Buyer bid and paid (PayPal) for item on 02-10-20.  Tried to contact buyer for 10 days, no reply to invoices or emails.  Items cost $4500.00.  Now on 02-26-20  doesn't want item and asked for a refund. Didn't give a reason just said, she thinks she wants to back out.  What would you do??

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Give her the refund and report it. Legally, she's on the hook, but its not worth the dispute, and if you haven't sent her anything, better to back out now before she wants to return a $4500 item she is already saying she doesn't want. 

Edit to add: Since you stand to be out $130.50 on the PayPal fees, I would ask that she reimburse you for that portion of the transaction. If she doesn't want to reimburse it she can be taken to court for it and you'll win. Whether or not you want to pursue that is up to you. 

[fashunu4eeuh]

It would be unethical to keep both the money and the item, so i would refund and, if possible, subtract the PayPal fees which don't get credited back to you like the eBay Final Value fees do. If you plan on relisting this equipment, I would make it clear in the listing description that the shipping must be coordinated with the buyer after the sale. 

I'm sure you did check, but because of the scams/schemes that are discussed regularly in the seller forum, wanted to clarify that the funds were double-checked and were indeed in  your PayPal account? It is rather odd that someone who would buy such an expensive piece of equipment would leave you hanging and then change their mind.

[bigdeals.etc]

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@hiinthesky wrote:

The item is enormous - two pallets.  Needed to know if shipping point was residential or commercial, if had a dock ect.  All above had impact on shipping price.  So, yes,  I couldn't ship right away.  She paid the day of auction...  a few hours after  auction ended.  I sent invoice within seconds of the auction ended and ebay messages for almost 10 days with no response.   So , yes she responded to invoice but no contact for about 10 days asfter asking the above ?'s about the shipping destination.

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Oh okay. Yea, from what you are saying the buyer doesn’t seem too reliable... especially with such an expensive item. Best you not sell to her to avoid further complications with her. Selling large items online is tough... I have no experience with that.

[luckythewinner]

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@hiinthesky wrote:

Buyer bid and paid (PayPal) for item on 02-10-20.  Tried to contact buyer for 10 days, no reply to invoices or emails.  Items cost $4500.00.  Now on 02-26-20  doesn't want item and asked for a refund. Didn't give a reason just said, she thinks she wants to back out.  What would you do??

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IMHO trying to force a buyer to accept an item he does not want is a fool's errand, on a site where any buyer can return any item by filing a fraudulent "Significantly Not As Described" dispute.  

On eBay, whenever you sell and item you are risking the cost of shipping the item to the buyer and then back.

How much would you be risking for that huge item with free shipping? 

[earlyant-77]

I'm shocked - who wouldn't want their own Transcranial Magnetic Stimulation Device?

And I think if you tried to withhold the PP fees, you won't get back you ebay fees. Not sure on that, so something to check out.

[wesk_36]

What would you do??

I would have them send a cancellation request and refund the official way.

[ersatz_sobriquet]

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@earlyant-77 wrote:

I'm shocked - who wouldn't want their own Transcranial Magnetic Stimulation Device?

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And the flip side too...who WOULD WANT ONE? 

I have some great one liners for this thread that I can't post darnnit!