Need help about a buyer issue, please...

[purse_of_the_legionary]

Hi,

I have a buyer who emailed me about a possible mistake with his order, he said he took a chance to email me before to leave negative. I have a return policy and told him to return the item for a refund, and even offered to ship a little gift for free to thank him for his patience. He asked me to refund the shipping cost to return the small bubble mailer back to Canada, because it was (possibly) my mistake. I was ok with it, but this morning he emailed me with the tracking number and shipping cost : $27.85 US !!! Insured and delivered within 14 days, he said !

I paid $6.70 to ship air mail, insurance included, delivered within 7-10 business days... Even if he decided to purchase USPS Expressmail with insurance, it would have cost not much than $15...

I was about to respond that I am not happy and not willing to pay that shipping cost, but I smell negative feedback... That's why I decided to ask for other Powersellers opinon or ideas.

Any thoughts ? Thanks...

[purse_of_the_legionary]

@ marsu450

If you say item was well described with picture. Why not simply refund item less shipping cost. Take the negative feedback(I was looking at your profile won't hurt you so much). He is probably going to leave you a negative feedback no matter the outcome.

Thing is, I already paid $58 for the duty tax. That would be a shame to receive negative feedback after I paid that amount... But if I accept to receive negative, I am almost thinking about refunding the item value ($122.50), but less the $58 it costs me in duty tax to accept the package from UPS. The buyer would be very furious, but as you said, that should not affect my selling... I would only have to add a REPLY to the negative, something like :

Item returned exactly as pictured... NO mistake = NO refund of shipping charges!

[purse_of_the_legionary]

I just thought of something. Even if I don't refund the shipping cost (only the item value, buyer can still chargebacks the whole transaction in PayPal, as I have no tracking number (Small Packets)... Am I right ?

[surplusdealdude]

Even if I don't refund the shipping cost (only the item value, buyer can still chargebacks the whole transaction in PayPal, as I have no tracking number (Small Packets)... Am I right ?

Yup.


you have to accept that only buyers have the big end of the stick around here,

It's the same everywhere. Consider it a cost of doing business and build it into your pricing structure. -------------------------------------------------------------------

Somewhere, something incredible is waiting to be known. Carl Sagan

[power_batteries]

In the future, you should specify that they can return using USPS only (and specify service) and they they must mark customs form with 'returned goods'. Specifying valid Return Merchandise Authorization number needed for returns and RMA number required on package may help too. Tell customers that you will refuse all courier deliveries of returns - especially UPS ground shipments (air ones include brokerage).

C.G.