Returns due to change of mind

[wattiesdad]

Buyer has asked to do a return due to his son bidding on his account. looking at his profile, the purchase was not something he usually buys, and he seems genuine. I say no returns on my listings, but sometimes make an exception. How would I go about this, obviously I would expect them to pay postage, do they have to open a return, if so will eBay make me pay postage?

[plpmr]

They open a return, reason, change of mind.

You accept it and they pay the postage back.

Once you receive the item back, fully refund.

[wattiesdad]

Thank you, I have just messaged them this information.

[wattiesdad]

How do I refund payment minus the postage I paid? Refund amount includes the £8.75 I paid for postage, I can't see why I should be out of pocket for something that was down to the buyer.

[jckl1957]

Have you got the item back?

Every now and then somebody says 'I have refunded the buyer but haven't got my item back.'

Don't refund until you get it back.

I don't think you can make a deduction for postage if they opened an official Ebay case - you have to refund everything they paid.

[wattiesdad]

Well, just a quick update. I managed to get a call back from eBay, and the guy on the phone has sorted me out brilliantly.

[tobiasd4]

So did you have to refund outgoing postage or not?

[wattiesdad]

No, but that was just a courtesy gesture from eBay. I find it bad that if someone changes their mind and wants a return that you have to pay them all their costs you received , which in this case was over £10 for the postage. I have no problem giving them the cost of the item, but not the cost of the postage which comes out of the sellers pocket. The other problem is that if you don't want to accept the return due to them changing their mind, they may decide to open a case of some description. 

[wattiesdad]

I got the item back, they wanted to send it back as they said their child had bid without them knowing, they hadn't opened a case. They may have opened a case (no idea if they would have) if  I stuck by my guns and refused the return, which could have turned out worse.

[arkwebus]

Although private sellers do not have to offer and accept returns [eg for change of mind] it is in my view prudent to do so as the buyer definitely has to pay for return post to you.  If returns are not offered then as you suggest they may damage the item so that a legitimate case can be opened.

I am amazed however that [as I understand it] eBay dealt with this without a case being opened. 

In every case of problem the correct way is to open a case!

@wattiesdad