Refunding a customer

[pabalu]

A buyer bought a pair of earrings on 2nd April, and she didnt received them yet. She complains that she was expecting the delivery by 5th April( Never wrote me that she was expecting them by 5th April) I believev this is due to the Corona virus pandemic they have some troubles with delivering. Now the customer is demanding that she wants the refund. Should I issue the refund her now? If so do the eBay pay any compensation to the seller? Had this experience before with some customers. But did not received any compensation from eBay. 

Thank you

[**peaseblossom** · Accepted solution]

If the buyer has opened a case on ebay the refund will be automatic when you accept it.  Don't refund direct from your Paypal account.

[pabalu · Accepted solution]

the customer is not yet opened a case yet, but she says that if i do not refund her she is going to resolve this with eBAY

[**peaseblossom** · Accepted solution]

She probably means she will open a case which is the correct procedure even though she seems to see it as a threat!

[pabalu · Accepted solution]

So should I wait until she opens a case ?

[pabalu · Accepted solution]

And once we refund the customer does eBay pay any compensation to the seller?

[**peaseblossom** · Accepted solution]

Yes, you must only refund via a case otherwise you risk two refunds going out - one from Paypal if you issue it direct, and one when buyer opens and escalates a case with ebay.

[pixiesen2012 · Accepted solution]

no, you don't get any 'compensation', but you do get your ebay final value fees refunded

[pabalu · Accepted solution]

oh, didn't knew that before. Good information thank you very much

[**peaseblossom** · Accepted solution]

Sometimes you get the fee back from ebay. I think it depends on whether you accept the case when buyer opens one, which you should do as soon as possible. If buyer has to escalate case (7/8 days after it started) you also get a defect on your account.

[pabalu · Accepted solution]

What is the eBay final value fees? Is it the one eBay charge every month?

[1956glyn · Accepted solution]

Just to add. IF the item is genuinely lost you may be able to try and claim compensation from the carrier. If RM then you need your proof of postage. Saying that (and i have not looked at your completed listings) if they are precious metal then Rm will prob not pay out if you did not send them by Special delivery as they may well claim that you sent them by the wrong postage method.

[pabalu · Accepted solution]

Thank you very much..

[1956glyn · Accepted solution]

You are welcome

[vijorey · Accepted solution]

Your buyer is being most unreasonable...bought on 2nd and expect delivery on 5th in the present circumstances!
If you find she has given you a late delivery defect, eBay are saying they will protect your performance owing to the present situation...