My buyer was charged an extra £3.50 to take delivery of the item, which they now want refunded

[rosyposygirdle]

I sold a super dry t-shirt through eBay for £5 with an extra £2.70 postage that was generated through eBay. I used the eBay label to post the item and was careful not to overwrap it. I dropped it off at an actual post office counter, they weighed it as 373g. However, the buyer maintains that not enough postage had been paid, and they had to pay an extra £3.50 to receive the T-shirt from Royal Mail.  So they want me to refund £3.50!!!! On a £5 t-shirt.  If I use the eBay returns system I have to pay for a £3.25 returns postage label. Whatever I do, I am the one paying £3.25 or £3.50.  I rang eBay and was told that as I had used the eBay app for everything, I haven't done anything wrong.

[myriad*seller]

Yes, you need to refund the buyer the underpayment

It sounds like the shirt got bunched up during transit and pushed the parcel size up to the next band. It's a common issue.

If you don't the buyer can open a case for item not as described and send the item back. You would have to pay for return postage AND refund in full if the buyer does that. 

Next time make sure you tape the shirt so it cannot move around inside the parcel and alter the size band

You might have "done nothing wrong" but it is your responsibility to refund the buyer one way or the other, either refund the underpayment or ask them to return it for a full refund at your expense  

[dch2112011]

I think you need to put yourself in the buyer's position -  You order a shirt - pay for it including delivery - a couple of days later you are charged £3.50 by the postal service because the seller had underpaid the postage.

How would you react - say oh well it doesn't matter ? or expect to be reimbursed by the seller ?

I am sure you know the answer, any dispute as to the validity of the charge is between the seller and the carrier - it has absolutely nothing to do with the buyer  who definately has done no wrong !

[cooksongold]

As the buyer actually provided evidence of the extra charge? I'm unsure if any of this would display in the actual Royal Mail tracking, though I imagine it would at a least show a delay in the delivery.

[myriad*seller]

The buyer will have a grey card showing the £3.50 fee

If the seller REALLY doesn't believe them they could ask them for a photo of the card

[rosyposygirdle]

Thanks for the responses - just super frustrating as it was accepted at a post office counter. I do understand my buyers frustration 

[treetopsminicottages]

The buyer will receive a grey card with details on how to pay while the tracking will show that the item is being held as their is a fee to pay. The seller can always ask for a photo of the card is the buyer mentions it prior to payment. As a buyer when I get one of these cards I add a photo fo the card and ask the seller to pay it directly. I had one such card at the weekend. I guess as the parcel was prepaid the PO only has to check the weight on receipt ?

[rosyposygirdle]

Thanks
Sent from my iPhone

[pillarboxred]

This looks like a crook fishing for a refund they are not entitled to. It sounds to me that they have not opened a complaint in the correct way and what eBay has told you means that you do not need to do anuything. Block this buyer. It might be that there was a delivery problem which involved a charge, maybe a redelivery charge, but none of that is your fault or concern.

[papso22]

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@pillarboxred wrote:

This looks like a crook fishing for a refund they are not entitled to. It sounds to me that they have not opened a complaint in the correct way and what eBay has told you means that you do not need to do anuything. Block this buyer. It might be that there was a delivery problem which involved a charge, maybe a redelivery charge, but none of that is your fault or concern.

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What do you think is the 'correct way' for the buyer to open a complaint for this issue?

It's nothing to do with ebay.

[rosyposygirdle]

Thanks.

Sent from my iPhone