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...

[john1297576]

Why do you think Ebay pay compensation? They are not a Charity!

It is up to the buyer to open a Not Received Case, unless you have tracking proving delivery you have to refund.

If you have proof of Postage you use that to make a claim on Royal Mail although depending on the value and type of ear rings unless you used Special Delivery they are unlikely to pay up.

It is a shame that there are buyers who haven't noticed how our lives have been turned upside down by the virus. I can only think they live in a different world.

[captaincumberpatch]

You can put in a claim to Royal Mail to claim back the loss so you're not out of pocket.

They need proof of posting, proof of value (work out a costing list including things like the components, glue, paint, if you've made them by hand, packaging), do a screenshot of the costing and save as a jpeg. You need to upload these in your online claim.

This is the link to the claim form here https://personal.help.royalmail.com/app/answers/detail/a_id/325?iid=MCE_claims_IVR_01

You can get the customer's email address from the email sent to you by PayPal, just click on the drop down on your email where it shows "service@paypal.co.uk <service@paypal.co.uk> to me" in the top left corner of your email (that's where it shows to me in gmail) as you need that for the claim.

I recommend keeping a file of claims you make as with the pandemic causing problems worldwide with post you may be doing this more than once!

Royal Fail are actually pretty good with the claims, we get cheques back from them usually within a week of doing the claim.

Hope that helps!

[pixiesen2012]

you need to ask her to open a not received case in the Resolution Centre and then refund the her in full,

you also need to:-

Upgrade to a Business Account

as subscribing to a shop doesn't do this automatically