eBay

ericsells75 · ‎09-07-2020

Hi,

I've not had to deal with a return/refund before. Can someone please advise the proper procedure for having a customer return an item and for more to offer a refund?

I sold a brand new item but during setup it constantly freezes, there is obviously something wrong through no fault of my own. I'm not sure it's worth the cost of having it sent back because if it's defective I'm obviously not going to re-sell it. I'd probably just want the buyer to get their money back and cut my losses.

I want to ensure that I am not penalized by eBay, and that the buyer gets his money back in a manner that is 'provable' by eBay standards. What is best method?

What is the proper procedure - From what I've read this morning it looks like the buyer can go to Purchase History and just select Return on the item and then I can just refund as a response. Correct?

reallynicestamps · ‎09-07-2020

Are you able to cancel the transaction "at buyer request" at this point?

That would be easiest.

Otherwise, refunding the buyer's payment, perhaps less your eBay and PP fees, would be fairly simple without involving either corporation.

Having the buyer start a Not As Described dispute, and promptly refunding, without requiring a return is the best method.

Because you refund promptly and without arguement, there will be no Defect on the failed transaction and you would get your FVF back. You would still be charged something by Paypal however. I'm not clear if that is just the 30c transaction fee or if it is now more.

View solution in original post

reallynicestamps · ‎09-07-2020

Are you able to cancel the transaction "at buyer request" at this point?

That would be easiest.

Otherwise, refunding the buyer's payment, perhaps less your eBay and PP fees, would be fairly simple without involving either corporation.

Having the buyer start a Not As Described dispute, and promptly refunding, without requiring a return is the best method.

Because you refund promptly and without arguement, there will be no Defect on the failed transaction and you would get your FVF back. You would still be charged something by Paypal however. I'm not clear if that is just the 30c transaction fee or if it is now more.

ericsells75 · ‎09-07-2020

@reallynicestamps wrote:
Are you able to cancel the transaction "at buyer request" at this point?
That would be easiest.

Otherwise, refunding the buyer's payment, perhaps less your eBay and PP fees, would be fairly simple without involving either corporation.

Having the buyer start a Not As Described dispute, and promptly refunding, without requiring a return is the best method.
Because you refund promptly and without arguement, there will be no Defect on the failed transaction and you would get your FVF back. You would still be charged something by Paypal however. I'm not clear if that is just the 30c transaction fee or if it is now more.

The buyer has the item already the defect wasn't discovered until he/she got it. I just advised them to open a Not as Described case as suggested.