Offer refund with postage and fees

[pughpugh]

Hi,

I'm trying to refund an item I sold. There is a toggle button for "Full amount", but that seems to not include the postage (buyer paid) or additional ebay fees. The help chat bot doesn't seem to understand the issue. I don't seem to be able to speak to an actual support human. Does anyone know how I might give them an actual full refund?

Thanks

[**peaseblossom**]

These days buyers pay postage to ebay who supply the seller with a pre-paid postage label.    So you can only refund the item price.   If the buyer is due a postage refund it will come from ebay automatically.    Any fees you paid ebay are non-refundable.

[tressygirl]

Refunding through a case the buyer opens ultimately refunds the full amount the buyer paid.  Buyer Protection fee is fully refunded to them,  too.

If they paid for the  postage eBay will refund this and it can take 30 days to appear,  maybe worth sending the buyer a message explaining this fact.

@pughpugh 

[john1297576]

What additional fees?

If buyer bought the postage then you did not receive it, so you cannot refund. You can only refund exactly what you received, any selling fees deducted and ebay’s buyer protection is refunded by ebay.

As tressygirl says, if unused, label is automatically cancelled and refunded to buyer, but I believe it takes 30 days.

[pughpugh]

Thanks @tressygirl - what an awkward process. I have got my buyer to issue a refund request - interestingly it's still not clear from the UI if that refunds postage/buyer-protection. The buyer paid for the postage, if its not come back from me, are ebay refunding it? The joke is, if they are not, then I was willing to cover that myself.

[tressygirl]

eBay do refund the buyer the BPF when a refund is made through an eBay process.

This is how refunding unused Simple Delivery labels work now:

• If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days

• If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form for the label that wasn’t used. Make sure to send your request within 14 days of your item selling.  Also ensure you add the replacement tracking number of the service used, and it shows delivery.

@pughpugh 

[pughpugh]

OK thanks, that's good to know the BPF will be refunded @tressygirl 

For postage, in this instance I did use simple delivery and buyer pays. The item was shipped, but was found to be faulty. I was happy to refund the item and the postgage costs, given it wasn't the buyers fault. So based on the two scenarios above, I can't see that it will be refunded by ebay.