How to send a cancellation for a completed transaction?!

[urienrxo]

Hello all! Hope y'all having a great day ( which I doubt due to all these picky buyers 😛 )

Here's the thing, I sold an item now buyer claims the product as non working -___-  yet it was fully tested and works.

Anyways, he wants to send it back for a refund, I accepted. What I want to know is, am I forced to send him a FULL refund ( including shipping i paid for and wasted) or only the price of the product? And how do I send a cancellation for this transaction after it has been completed and paid for?

thanks all!

[luminites]

You should send him a refund for the total amount he paid (price + shipping). The buyer pays for return shipping, unless you offer to pay.

http://pages.ebay.ca/help/sell/cancel-transaction-process.html

[vintagenorth]

First of all, if your buyer has paid for the item and has rec'd it and is now returning it for a refund you do NOT send him a cancellation. That is for when the item has not already been shipped and rec'd. and you wish to cancel the transaction before anything is shipped.

Tell the buyer you will refund his payment as soon as you have rec'd the item back. Do not refund until you get the item returned to you. He should return it to you (with delivery confirmation if he has opened a case). Once you receive it then refund and if it is not working and you think that the problem was yours and it really wasn't working, then a good seller should refund shipping both ways.

Once you have refunded through PayPal it will show that the refund has been made.

[pjcdn2005]

In order to get your ebay fees back you send a cancellation after the buyer has been refunded. 

[reallynicestamps]

First of all, if your buyer has paid for the item and has rec'd it and is now returning it for a refund you do NOT send him a cancellation

No.

PJC is right on this one. Unless you ask for the Mutual Cancellation you will not get your fees back.

Wait until you have received the item and inspected it. The Standard Practice is to refund both selling price and shipping fees. That is the most an unhappy buyer would get if Paypal was involved.

If the error was yours, however, and it does happen, the Best Practice is to also refund the buyer's return postage.

For example, you sell a red sweater. The buyer returns it because it is scarlet and he wanted cherry. You do not refund return shipping for 'Buyer's Remorse.'

And if you didn't refund the shipping, the picky buyer would probably go to PP, get it refunded anyway, and PP would come after you for their refund. You won't like that.

But if you sold a red sweater and shipped a blue one, you goofed and the seller's return postage should also be refunded.

[rose-dee]

I agree with 'reallynicestamps' and would add that these days, especially where US buyers are concerned, I would always refund the total of the original purchase price and the original shipping. 

I'd also be inclined to throw in the cost of return shipping (unless it was clearly buyer's remorse without any good explanation, or unless the shipping cost was unusually high, in which case I'd probably offer to split the cost with the buyer). 

The reasons?  (1) I like encouraging repeat customers, and I think there's nothing like great service to bring them back; and (2) a satisfied customer is much more likely to agree to a cancellation, meaning on a more expensive item I might even recover the cost of the return shipping (through refunded FVFs on the entire transaction).  Win-win, or at least minimizing loss, right? 

[vintagenorth]

PJ and reallynice stamps: you are correct about the cancellation. I just never thought about sending a cancellation so that you could get your fees refunded after receiving back and refunding an item. I have yet to have a return so it never occurred to me that it could also be used that way. Thanks for the info!

[urienrxo]

Hello all, thanks for all your replies and time. The item was fully tested before leaving and works. Buyer apparently doesn't know how to access a router, reset it and configure it. So he's bugging me about it and claiming that just because he's knowledge is lacking, he claimed it as non working LOL. Selling on ebay is great but it's tough at the same time. It's all in the buyers' interests. And sadly, a lot of buyers nowadays are scammers 😞

just had a buyer scam me, shipping the "item" back as a paper with a printed picture of my item, ebay took his side even though i provided proof. And another buyer who decided to buy an item just for fun and not pay for it...and now a buyer who doesn't know how to access a router.