A buyer has returned an item requesting a refund as they ordered the wrong item. Do i refund the full amount or do i deduct the listing fee ? P + P was listed as free.
It depends why they're returning the item.
If it was your error then you should refund all original cost plus return postage, if just that it didn't fit then return is at their cost
You then need to send a cancellation request inorder to get the fvf refunded from ebay.
You refund the original purchase price including the out going postage costs.
To recover you selling fees you will need to request a transaction cancellation.
Your refunded buyer will have 3 options
They need to accept.
Once they have accepted the transaction is cancelled and you will get your selling fees back from eBay less the original listing fee which is non refundable.
Inform your buyer about the cancellation request and emphersis that it will not affect their account in anyway.
Buyers have a statutory right to a change-of-mind return when they buy from a business on a buy-it-now basis. The seller must refund the original payment in full.
Private sellers do not have to accept change-of-mind returns but if they do then again, they should refund the whole of the original payment.
I bid, I win, I pay - you deliver
As a business seller you should refund the full amount .
Buyer could also request that you pay return costs too ( as per DSRs). This is not enforceable via eBay but is a requirement in law for business sellers.
As a business seller you should really already have a returns policy in place that complies with distance selling regulations.
as a private seller the buyer returns using online tracking only at there expense.