Buyer was overcharged postage - can't speak to anyone, can't refund the full amount

[martinjsuk]

I sold an item (2 DVD case sized items) which should have been within Large Letter, and was identified as such by 'Simple Delivery' (I have sold the same combination of items before for this price range in the olden days). My buyer has however contacted me to say that he was charged an extra £3.50, suggesting that the item went through as a Small Parcel (perhaps one of the DVDs slipped inside the packaging and doubled the package's apparent width?). I attempted to get through the automated Help system and speak to a human being, but without success. The item was actually sent over a month ago, the buyer was away and someone collected it on his behalf. The most I am able to refund is the £2.40 item cost. Can my buyer request a £3.50 refund?

[papso22]

You cannot refund (through ebay) more than you were paid, and the buyer cannot get a refund for more than they paid ebay in total.

[martinjsuk]

Because of the extra postage they were charged, they did pay more than the £2.40 item cost though

[papso22]

They paid that to Royal Mail not ebay.

[john1297576]

If you just wanted to keep buyer happy, you can make a partial refund using part of the sale price received.

[martinjsuk]

He might have to chase it via Royal Mail then, not sure if he's left it too late. Otherwise I guess I can refund £2.40 here and Paypal him the other £1.10 directly?

[papso22]

RM won't refund him.

You could do two refunds if you want to.