Yuck - another dreaded ebay question - refunds

[HayGan]

I recently sold an item and it arrived damaged (luckily I sprung for the insurance.) I have offered the woman a replacement for the part that was damaged (shipped to her at my expense) and for shipping the broken part back to me. She now says that she doesn't want the item at all. I state in my auction that I do not offer refunds for shipping & handling. Should I refund just her winning bid? I think that is only fair since I have offered to replace the broken part of the set but I'm sure that she won't like that as shipping was over $10.

What would you do?

 

[Alice's Mom]

This just happened to me, I packed an item well and sent through UPS, unfortunately it arrived broken. I told her I would file a claim through UPS and that she could wait it out since it was a replaceable item or I could refund her. She decided on the refund, which I promptly did (including the shipping) and she offered to take it to her local UPS so that UPS could investigate the claim.

In return she left me fabulous feedback and added me to her favorite sellers list.

 

[HayGan]

Well, I just gave her the option of filing a claim with the USPS on her own (from insurance that she declined but I paid for) or returning the item to me at my expense but she would lose the S&H fees she paid (auction stated that S&H was non-refundable.) If I were her I would go for option #1 (certainly works in her favor!)

BTW, in looking at her history, I think I have a case of buyer's remorse.

 

[tinkerbellmagic]

Hi, The first thing I would do is make sure the part is really broken. This can be proven by the buyer either emailing you a digital photo of the damaged item and the box you shipped it in, or the buyer returning the item. Sounds like you have a good handle on the situation though. The insurance claim sounds like a good bet. Good luck!

Tink

 

[Carrieberry]

I would never refund until the item is returned to you. If she sends it back to you and it is damaged, then I would refund her all of the money including the shipping since she has to pay to send it back to you. Don't give her anything until you get the item back. Then file a claim yourself with USPS to get your money back. It is not worth the hassle to argue about the shipping with her since she is willing to pay to send it back to you. It is all part of buying online-things get damaged. Do not send her any money to ship it back to you.

 

[Carrieberry]

Also make sure that she sends it back to you with the original box it was shipped to her in. USPS will usually require it for the claim.

 

[HayGan]

I would never refund until the item is returned to you. If she sends it back to you and it is damaged, then I would refund her all of the money including the shipping since she has to pay to send it back to you. Don't give her anything until you get the item back. Then file a claim yourself with USPS to get your money back. It is not worth the hassle to argue about the shipping with her since she is willing to pay to send it back to you. It is all part of buying online-things get damaged. Do not send her any money to ship it back to you.

She wants me to pay to have it shipped back to me as well. So not only would I have to eat the original shipping charges but also the shipping charges back to me. And it is worth the hassle since between the original shipping, the return shipping and the ebay/paypal charges, I would be out over $25 on a $50 item.

BTW, she claimed she loves the item yet doesn't want the replacement piece. Doesn't make any sense

 

[DianeV]

Sounds like buyers remorse. She needs to start the insurance claim by taking the item and its packaging to the post office and not mail anything back to you or that will void the insurance by the way

 

[Carrieberry]

I agree. Sounds like buyers remorse. Do not send her money to send it back to you. If she bought something from a catalog they would not send her money to send it back to them and nor should you. I would tell her to take it to USPS and put in the claim herself. That is why you purchased the insurance. Even if it costs you neg feedback, I would tell her to either pay to send it back to you and you will credit her the original shipping, or you will be happy to send the replacement part (really all you are required to do). Did she use paypal?