Refunding As A Seller

[kyouraga]

I received a return request from a buyer saying that the item was defective. According to eBay policies, I am supposed to refund the buyer the price of the item PLUS the shipping fee as well as purchase the return shipping label. I understand that I am responsible for the return shipping but my question is, why do I have to refund the original shipping fee the buyer paid if the money has been used at the post office? Am I supposed to refund the fee using my own pocket money? If so, I am returning the money back to the buyer for the item and losing money for the shipping fee refund PLUS the return fee. I'm not gaining any money and losing double the shipping price. Does anyone know a way to get around this?

[recped]

Put your buyer hat on for just one or two seconds......

You buy something online

It arrives defective and unusable

Your return it

Then a) you get all your money back or b) you get part of your money back.

Lets say you get "b", are you satisfied with that?

Yes you are expected to cover everything and if need be out of your own pocket. The pocket that should be full of PROFITS you made on other sales.

Does anyone know a way to get around this?

I know a simple way....don't sell defective goods.

The money you spent on postage is no different than the money you spent to acquire the item, the packaging material you used, your time that was spent acquiring, listing and shipping the item.

Hard to believe this has to be explained to anyone!

[needsmorerobots]

I had to explain this to someone who sold me something "like new" but was in poor condition.

You are not responsible for an item someone changes their mind on but you are responsible if the item doesn't work.

My advice is to check the background of the buyer. Is the buyer reputable?  Their ranking should indicate this. Next thing is to ask for photos of the physical defect. If it's a DVD/CD and the defect is in the play, then a picture is of little use. When this is done and everything appears legit, give a full refund and apologize. You can save return shipping by asking the customer to dispose of the item in question for you. In the end the customer doesn't have to make up time in their day to send a return package and you get to save money.

If the customer appears to have a reputation for returning items, you may want to make that customer go through the process of returning the item. Then once the item is received, give a full refund and apologize before you block the buyer.

P.S. If a customer still leaves a neutral or negative review and you can't get Ebay to remove the review, do not insult or slander your customer. Stick to the facts and keep it short and sweet if you respond to the review. ie "Buyer was fully refunded for defective item" or "Our apologies. Buyer has been fully refunded for defective item".

Insulting your buyer no matter what their reputation, will drive your customers away. I've seen businesses go under or do less business for using pathetic and unforgivable tactics such as these.

[needsmorerobots]

P.P.S. @kyouraga 

Learn to invest in cookie jar insurance. It's a way of adding a little percentage onto your sales for rainy days such as these. Instead of me explaining, I recommend you go to this link and read the interview between Tyler at Ebay and community seller Ricarmic. Nods also go to longtime and recognized community seller Femme as well:

https://community.ebay.ca/t5/Seller-Articles/Cookie-Jar-Insurance-with-Ricarmic/ba-p/418819

[reallynicestamps]

If the buyer does not use the Return Shipping Label, and does not return the item, you are not required to refund.

And eventually you will be credited with the value of the unused shipping label.

If your customer is in the USA, you can make a USPS shipping label through Shippo.

I am returning the money back to the buyer for the item and losing money for the shipping fee refund PLUS the return fee. I'm not gaining any money and losing double the shipping price.

Exactly.

Which is why it is very important to picture, title and describe your items very carefully. Understate the quality if possible. 

Losses on returns are a cost of doing business.

I don't know why anyone thinks selling online is easy money.

Most problems however are disagreements not frauds.