Buyer returning purchase for a refund.

[atpro_powerclean]

Hi, a customer of mine is returning an item for a refund because it will not work for him. I offer a 30day money back return policy and we're 25days since he received... I told him if it's in new condition I will take it back no problem.

It's a rather large and expensive item and the fees are in the hundreds between Paypal and eBay not to mention the shipping I paid is near the hundreds as well.... so my question for anyone with this experience:

Will I need to deduct the fees as well as the outgoing shipping charges from his refund or does eBay and Paypal refund the fees? what is the best way to go about this?

This is my first refund on eBay that matters as far as a possible "restocking fee" to cover my expenses that are rather high so I want this to go as smooth as possible for my customer and myself as well.

Cheers

Taylor

[zarzuella]

You can recoup your eBay fees by cancelling the transaction through the Resolution Centre link in your My eBay page.  (Note: If the buyer disputes the cancellation you will not get your fees back).

Your Paypal fees are refunded automatically when you refund the Paypal transaction.

Ann

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[gifts_of_elegance]

I really feel for you.  Same thing happened to me.  I got my PayPal fees back, but I couldn't get my eBay fees or the shipping fees.  To top it all off, the item came back smashed beyond repair.  I lost almost $1,300.  I was sick for a week.

[femmefan1946]

Sometimes it comes down to Paypal or no Paypal. Not the payment- disputes.

Standard Practice has been to refund purchase + shipping, because that is what PP forces in a Dispute.

Outside of a Dispute, sellers often try to make a difference between Buyer Remorse and Seller Error (which can include packing errors). However, the remorseful buyer can then go to PP for the shipping fee refund.

Best Practice is to refund both the original payment and return shipping if seller error is involved.

And of course, Disputes are very painful for sellers. The restrictions that sellers have while the Dispute is open, can continue for a year if the seller loses the Dispute.

[atpro_powerclean]

Thanks for the feedback everyone.

In this case the customer has received a return good authorization from me and it's up to him to return the unit to me within 30days in new condition.

If he returns it damaged I won't be accepting his return and if it's used I don't think it's unreasonable to charge him a fee. I don't want to speculate too much until I see the condition of the unit but at this point I have no reason to believe that the unit will be anything but new when he returns it.

What I should have asked in this thread is if there is anything I need to to to inform eBay/Paypal about, or a prcedure I should follow regarding the possible return of this auction?

In the case that the unit is returned brand new and I can resell it as such, I don't think it is unreasonable for me to recoup my fees considering no transaction has taken place, is this a correct assumption?

So far he hasn't brought the machine back but it was his fault that he ordered something he cannot use. I have a confirmation email that clearly states that I cannot ship this product until he confirms that this is what he needs and he replyed with confirmation that the product he ordered is exactly what he wants..... obviously he was incorrect. I am interested to see how this transaction pans out.

Cheers

[pjcdn2005]

What I should have asked in this thread is if there is anything I need to to to inform eBay/Paypal about, or a prcedure I should follow regarding the possible return of this auction?

You don't need to contact paypal or ebay at this point. Once the item has been returned, you can recoup your fees as described in post 2. 🙂