Shipping cost issue with buyer

[millie1220]

Hi All,

 This seems to be a week for issues with buyers for me. I had an item listed for sale with a buy it now price of $25.00 with calculated shipping. The item showed up in my "send offer to buyers" list. I sent an offer of $10.00 plus tax and shipping. When I send an offer to a buyer I always add "Tax not included", I also add "shipping not included" if shipping is calculated.

A buyer purchased and paid. When item was delivered, buyer contacted me asking how I could charge the $52.45 in shipping.  Has accused me in the return reason "seller changed from including shipping to not including shipping" , (I did not).

The item was a 14x14x14 box weighing 7 pounds 4 ounces.  Shipping from VT to TX, USPS priority.

I have offered a full refund upon return of the item, buyer says they are returning. After opening the case and the return was approved, return reason "buyer changed mind", buyer states that they  have put return to sender on the unopened package. I did provide information about return label that eBay provides.

Any suggestions on how to proceed as the return case will be looking for  the tracking number provided to be scanned/moving? I plan to fully refund when I receive the item back either way. When buyer checked out it must of listed at least 2 times what the shipping charges/total cost would be, would it not? Are their any glitches  when using "send offer to buyer" that could have caused the confusion?

Thank you

[nobody*s_perfect]

$52.45 is the correct retail Priority Mail cost to ship that box to Zone 7.

The buyer's issue isn't clear to me.  Was he upset about paying $52.75 in the first place, or was he somehow charged Postage Due when receiving the package?  Did you offer him an explanation about how postage "dimensional weight" works, to persuade him that you had not overcharged for the shipping?

Return To Sender will actually save you a lot of money since you won't have to pay for the return postage. If I had been in your situation I would have offered the buyer a partial refund in order to avoid losing the entire transaction.

[mtgraves7984]

Well, you have a lot of stuff going on here.

1) Your last $10 sale was a wall thermometer. If that is correct... are you sure your  package was 14x14x14? Double check the size before shipping again... the 14" height may be incorrect. That s&h does sound high.

2) Yes, the buyer was able to see the shipping cost before buying, even if an offer was sent.

3) The buyer has voided the MBG if returned to you 'RTS'. The return shipping label won't be used. But......

4) You say that you've offered a refund when received... do that. If it sold once, I generally find that it will again. 

Hang in there!

[toysaver]

This is the exact reason I do not send or accept offers. 

If you get an email with an offer for any amount you have to assume the buyer is including shipping.  

[nobody*s_perfect]

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@mtgraves7984 wrote:

Well, you have a lot of stuff going on here.

1) Your last $10 sale was a wall thermometer....

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The thermometer was just sold yesterday, and is showing a calculated shipping cost for 2 pounds.  

The OP said that the listing price was $25, so more likely it's the 3-tier basket stand sold on June 22, which has calculated shipping for 14 pounds.

[nobody*s_perfect]

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@toysaver wrote:

This is the exact reason I do not send or accept offers. 

If you get an email with an offer for any amount you have to assume the buyer is including shipping.  

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On the rare occasions when I use "Best offer," I offer Free shipping so it's not an option for discussion. I add the Zone 8 postage cost to my asking price, and then factor-in the actual postage when closer buyers make an offer.  But I guess that wouldn't work for a 14-pound item because the range of postage costs would be huge.

[koohaj_0]

We are a very big company, packages come and go all day long, I would advise any buyer who is returning an item to follow the instructions and the procedure exact.  Deviations from the norm can result in lost parcels and if a package can not be identified with its tracking number it may be difficult if not impossible to locate a return.

Therefore please always use the label provided by ebay.

It is Free and yes the buyer has to print it on their own paper and attach it to the parcel but it also keeps the return inside the buyer protection scheme.  These protection schemes while they may offer little actual protection are all we have as members so again I highly advise anyone to stay within those schemes.  Buyers or sellers stepping outside of ebay provided protection schemes do so at their own risk.

Thank you

[7606dennis]

A look at your listings are showing me Free Shipping and Free Returns.  Can I assume that the listing you are referring to here did not have that in the listing.  If it did, I don't believe shipping can be different in an offer.  Unless, of course, I'm interpreting what you said wrong.

[nobody*s_perfect]

The listing in question did not have free shipping.

[millie1220]

yes it was the 3 tier basket.

[millie1220]

The buyers issue is that they were charged the $52.45 shipping on a $10.00 item. This was shown to them at the checkout process (most likely multiple times). They are upset because of the cost of shipping based on the cost of the item. I did explain calculated shipping. They believe that it was free shipping and  I changed it after they paid to charge them more.

[millie1220]

They did not want to pay any more than $10.00. They wanted free shipping.

[millie1220]

The item is a 3 tier fruit basket (metal). The item was a 14x14x14, weight double checked at PO, box size stamped on the box. I write the box size/color on my printed receipt in case item is lost.

Thank you for your help. I did not know that the return to sender voided MBG but I will still honor by giving refund when received back.

[millie1220]

Many smaller items I offer free shipping. Larger and or heavier items I use calculated shipping. I enter box size and weight as well as offered services when creating the listing. All items are free returns. This particular listing was a heavier item and shipping was calculated.

192887045525 is the item number.

[millie1220]

Adding more information:

The item was a 3 tier Metal Hammock Basket stand - item number 192887045525

Original price was $25.00 plus tax and shipping. I sent an offer for $10.00 plus tax and shipping.

The original  listed shipping was 6 pounds with a 16x14x10 box, buyer was charged based on that size. I was out of those boxes so I used the 14x14x14 with a final weight of 7 pounds 4 ounces.

When item was packed in the larger box with the heavier weight, the buyer had already checked out and paid for item and shipping. 

Thank you, I am learning so much from all of you 🙂