How to process a return

[cganimations]

Hi!  I've been selling for awhile now and just received my first return request.  The buyer asked through Ebay messages to return a brand new in box laptop that she's having issues with.  She opened it and turned it on and is saying it gives her a message of "windows could not complete the installation".  I referred her to tech support for the laptop, but they asked her to bring it into a store and she has none nearby.  I have no problem with the return, I'm just not sure how to process one.  I also don't mind paying for return shipping since she's having problems.  Do we go through Ebay?  Do I initiate the return or does she?  Thanks for the help!

[mr_lincoln · Accepted solution]

@cganimations  One option is to have the Buyer process an item that does not match the Seller's description claim through eBay's Resolution Center (link at the bottom of the page).  If you listed it as working and it is not then it is not as described.  Once the Buyer does that (they have 30 days to process a claim from the delivery date) YOU will get a message to open with choices on accepting the return and can provide a pre-paid label to the Buyer (will be on your next eBay invoice).  Buyer has so many days to send it back to you.

Doing the claim through the resolution center means YOU will get your eBay Final Value Fees credited back to your account when it is all said and done.

[cganimations]

Thanks so much for your help! I'll message my buyer to let her know.

[cganimations]

One more question, is there a way to get the Paypal fees returned as well? Thanks!

[mr_lincoln]

@cganimations  The 30 cent PayPal transaction fee is not refundable ... as for the 2.9% fee on the total order I am not sure.  I know when I do a partial refund for like reduced shipping I get the Fee back on that.  PayPal also has a Community that you can join and ask there too if you want.