How to respond to buyer about shipping refund?

[alwaysthelowestprice]

Buyer purchased an item which I shipped to him. He paid for shipping. Found the item cheaper somewhere else and started a return for that reason. I obviously did not refund him the shipping. He just messaged me "so I don't get my shipping refunded"? He also already left positive feedback. What's the best way to handle this? Do I ignore him, or explain to him under the situation why he's not getting a refund? You would think he would have common sense 🤷

[kensgiftshop]

I'd just tell them since it was a remorse return, you don't have to refund the original shipping they paid.

[kandf_vintage_finds]

I would like to ad on to this.  I have a return coming back .  "didn't like it".  They paid return shipping.  I initially paid the shipping cost because it was free shipping.  Can I deduct the shipping I paid from his refund?

[brightlightbookseller]

I'd just say something like this:

"No, sorry, shipping is not refunded when we did not make a mistake. Thank you for understanding."

Keep it simple.

[jerseyboymusic]

@alwaysthelowestprice 

Maybe a bit smart alec of me, but my feeling is "If I can get the USPS to refund me the shipping, I will gladly pass that on to you"

[chevymontecarlo88]

Keep it short and simple when replying. Don't ignore him and keep it professional. Many times, when customers have questions/requests like this, asking them why they assume they would get refunded the shipping. Sometimes their answer may shed some light that may change your mind.   I would also consider blocking the buyer from purchasing from you to prevent any retaliation purchases. 

You also may want to change your name from "alwaysthelowestprice" if you are finding that you are not the lowest in price. It can give customers the wrong impression that you are (lowest price) and would possibly match a lower price if not. (comparable)

[alwaysthelowestprice]

Thanks for the helpful replies. I will respond, keep it short and respectful. 😃

[natoman777]

I personally would have to disagree about contacting them.  They opened a return.  They are misusing returns expecting you to give them a refund on the shipping they originally paid.  I would just be silent, let the return take its course and when they don't send it back, eBay will close the return.  It isn't unprofessional to not respond, it saves you from a headache of a buyer who is wanting something that isn't reasonable.  They will argue with you, and eventually you will have to chose to quit responding.  Again, just leave it alone.  You did nothing wrong, and they most likely won't return it

I am speaking from years of mistakes...(clear throat) I mean experience.  I honestly used to respond to everyone and dealt with things that I didn't have to, taking energy and time and emotions that they didn't deserve

[brightlightbookseller]

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@natoman777 wrote:

I personally would have to disagree about contacting them.  They opened a return.  They are misusing returns expecting you to give them a refund on the shipping they originally paid.  I would just be silent, let the return take its course and when they don't send it back, eBay will close the return.  It isn't unprofessional to not respond, it saves you from a headache of a buyer who is wanting something that isn't reasonable.  They will argue with you, and eventually you will have to chose to quit responding.  Again, just leave it alone.  You did nothing wrong, and they most likely won't return it

I am speaking from years of mistakes...(clear throat) I mean experience.  I honestly used to respond to everyone and dealt with things that I didn't have to, taking energy and time and emotions that they didn't deserve

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I considered suggesting that, and I don't necessarily disagree that it can be a good tactic, I just know it would grate on me to not respond.  It's a valid possible approach, though.

[vintage-camerastuff]

I would tell him to to go to his post office and ask for the refund.    Tell him you don't have his shipping money, USPS has it or whatever carrier you used.   

[brightlightbookseller]

That's... not a good approach.  They're not going to refund him, he didn't purchase anything from them, you're just going to cause more anger and frustration.

[alwaysthelowestprice]

I responded to him stating unfortunately shipping was not refunded because it was a remorse return. His response was that he doesn't feel it was a remorse return because he didn't open the item (can't make this up). He did mention the store name (which Chevy above mentioned I should change) saying it's about competition and that my store is called alwaysthelowestprice and I was not. I'm sorry but it's on the consumer to do their own research when making a purchase. Simply seeing a username should not convince you of something. It takes roughly 30-60 seconds to research a price for something, let's be honest.

I will not be responding back to him unless he presses the issue

[natoman777]

@brightlightbookseller 

Unfortunately, many buyers think that we as sellers are just like Amazon Prime.  Shipping has to be paid for.  When someone basically is demanding to have you refund that because they found a cheaper price elsewhere after they have already bought and received from you, they won't listen to reason.    They have expectations that don't fit eBay.  I don't offer free returns for this very reason.  It is just my wife and I selling and we can't afford to pay for buyers remorse return shipping.  It would eat up our sales.  A simple response isn't wrong, but 99% of the time it is responded to with a lack of understanding and further escalating the situation.

[natoman777]

@alwaysthelowestprice 

Sorry that I was correct 😕  Don't respond again, they are unreasonable as are 99% of these situations.  Let the return ride out 🏇  I REPEAT DON'T RESPOND AGAIN!  You will waist time, energy and emotions

[alwaysthelowestprice]

You are absolutely right!!