How to refund postage costs

[figraham0131]

A buyer has returned an item to me. I want to send a refund to the buyer for the original cost of the item and the postage costs they incurred. When I select the refund buyer option via the returns menu, it lists the postage as free and only permits me to refund the cost of the item. Postage wasn’t free, the buyer paid the postage costs. If I go to my orders page to try to refund, a message pops up to say I can’t refund that way because of the return request. 

How do I refund postage?

[john1297576 · Accepted solution]

I cannot understand your problem, if buyer opens a not as described case, seller provides a return label, and on return younrefund in full through the case.

That way buyer is not out of pocket, but you the seller is out of pocket by postage to buyer and paying for return postage.

If you use the systems provided properly, it works well. There is no provision  the system for repaying to buyer  more than they originally paid. Any extra payments have to be made using Paypal or bank transfer.

[plum993]

It looks like this was a simple delivery listing,so buyers pay postage at checkout, and payment would go to ebay for the label.

[figraham0131]

I provided the postage label so the buyer could return the item, so that’s fine.
It’s the postage that the buyer originally paid when she bought the item. It’s not a huge amount, £10 for the item, and she paid £3 to cover the postage when I sent it (buyer pays postage). So she’s out of pocket £13. When I go to try to refund, the amount shown as the refund is £10, not £13. I need to refund £13.
How do I refund £13?
Thanks, Fiona


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[figraham0131]

Does that mean I can’t refund the postage? I know I’ll be out of pocket, I know I won’t get the postage cost back from eBay.
Thank you.


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[plum993]

Ebay should claim back the original postage costs from buyer,as buyer is incorporated into the new postage buyer protection process, buyer pays ebay for postage,you simply get back the £10

[figraham0131]

I’m the seller. I refund the buyer £10. Does eBay refund the postage to the buyer? And then eBay claims the £3 postage back from me?
Thank you for your help. I’ve never dealt with a return before so it’s all new to me. 


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[plum993]

If the refund option only allows you to refund £10 then refund the £10.