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deducting carriages costs from a refund
I need opinions on this.......
A buyer bought 2 items from me, sadly not in one transaction but 2 separates on the same day. I packed and shipped them as 1 parcel however.
All was good, until they opened 2 returns, one for each item. The message within the return stated "wasn't aware of dimensions, didn't realise how small they were" and chose "defective item" as the return reason, meaning I had to pay for both the returns labels.
The description of the item clearly started the items, length, width and height. So was simply a case of the buyer not reading the description prior to purchase.
Am I within my rights to deduct the costs of the 2 return postage charges from the refund, given that the items were as described? I've checked my return policy and it does state that the buyer pays for return postage on items where there is no fault with the product.
I did message the buyer pointing out that they didn't read the description, but they're not responding.
jckl1957
·11 months agoEbay may help you with this as you are a business seller.
It looks as if you have to issue a full refund but report the buyer for abusing the MBG.
All the details are available via the link but this is the key part:
A buyer falsely claims an item was not as described
When you report the buyer - opens in new window or tab and we determine the buyer made a false claim:
Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request.
https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345
**peaseblossom**
Mentor11 months agoAs the buyer has used a "not as described" reason ebay will expect you to issue a full refund. If they escalate and win the case here's how to appeal:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369