How does Paypal work

bsk on 04/04/2014 - 16:08

Ebay and PayPal, I have just sold a small item of childrens clothing and the buyer is not happy. I do know the item was as described and I listed it as used, but the buyer is saying they though this and they though that, so I have said return the item and then I can refund them the money. I have not had a process like this before so wonder what to do, will PayPal just take the money no matter what, or do I have a foot to stand on as the item was advertised as used and is used. My PayPal account with minimal funds and I wonder will they just take the money and go into the attached bank account if the funds are not in the PayPal account? Ebay - nightmare

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  • PissLUR on 04/04/2014 - 16:13

    In the case of a paypal dispute, once they upload a proof that they have lodged/shipped the item back to you, paypal will refund the buyer's money.

  • bsk on 04/04/2014 - 16:58

    Ok so do I need to pay for the return postage?

    • scrimshaw on 04/04/2014 - 17:04

      It's actually up to you.

      According to http://pages.ebay.com.au/help/sell/your-return-policy.html

      You can ask a buyer for proof of purchase and may require that they return the faulty goods to you. You may be required to cover the costs of return postage.

      It's a pretty vague statement by eBay, but in most circumstances the buyer will usually demand that the seller reimburse the shipping fee. I would ask the buyer to scan the receipt as proof that he has shipped the item and then you can reimburse the costs of postage.

      You could also say that buyer must pay for return shipping (this is usually outlined as part of returns policy when you listed the item).
      It's a tradeoff between satisfying your buyer or getting a not-so-good feedback on your eBay profile.

  • PissLUR on 04/04/2014 - 17:02

    No, buyer pay return postage.
    and I believe that the postage fee is not refunded to the buyer. Did you charge any P&H fee for the item? or was it sold with Free Shipping?

  • bsk on 04/04/2014 - 19:36

    It cost me $8.25 for a satchel, and I put my own label on it and put it in a separate bag before it went in the satchel. So I charged the buyer $9 for the postage. Seriously this is not a lot of money but I just do not know what my rights are and what paypal will do? If I do not leave the $ to cover a refund in my account. I am hoping to not have to refund the postage as well as the price of the item, and certainly do not want to pay for return postage as well.

  • Nynaeve on 05/04/2014 - 08:45

    http://ebay.about.com/od/mistakestoavoid/a/Win-The-Buyer-Pro…

    You don't have to pay for buyer remorse. If the buyer thought such and such despite your clear description its the buyers problem, not yours. If they want a refund they need to send it back at their expense.

    "Buyers are required to pay return shipping, except for rare situations when a buyer and seller agree to another arrangement or we agree to pay the shipping." http://pages.ebay.com/help/sell/shipping-returns.html

    'eBay is unlikely to take action against a seller or rule in favor of a buyer if the seller has clearly fulfilled his or her obligations according to the terms set forth in the item listing.' < Have you done this? if so, contact ebay and show them the comunications between you and the buyer and the listing. They don't automatically support the buyer over the seller, they do look at the situation.

  • bsk on 05/04/2014 - 13:16

    Ok thanks now the buyer is saying they will not return item as they will not pay for postage. I will contact ebay and ask what they suggest I do, I am more concerned that the buyer will open up a case with PayPal and not matter what I do - will they get their money back?? thanks

  • PissLUR on 05/04/2014 - 14:25

    it depends on which reason the buyer will use to open the dispute.

    • item not as described. then read my first post.
    • item not received, you'll need to upload the lodgement receipt for postage and/or send them proof that the buyer has already received the item.
  • bsk on 05/04/2014 - 14:42

    Ok so for the moment they are saying not as described, so as they are complaining about the item wouldn't it be rather hard to now say, not received. I am not sure what they want, so at the moment I have only said return them to me. Seems they are not looking at PayPal at the moment, but they have threatened to go to ebay if I do not resolve it, and unless they return the item, how do I resolve it?

  • PissLUR on 05/04/2014 - 14:46

    ebay cant do a thing. the buyer will need to use paypal's resolution centre.

  • bsk on 05/04/2014 - 15:02

    Ok what does PayPal say, or do they just refund all monies not matter what, and then what if there is not enough $ in the account to cover the refund do they take from the attached bank account?

  • whodidthat on 05/04/2014 - 22:08

    Sounds like buyer wants a freebie.

    Stand your ground, if they open a dispute via Paypal defend it.
    If you do agree (via Paypal) to the buyer returning, they will have to pay for return postage (via trackable method).

    But if you described correctly and no fault at "your end" I would be inclined to defend as much as possible.
    If Paypal still rule against you, I'd be going to FOS to get funds returned to you.

  • Peck on 06/04/2014 - 21:24

    An offer of full refund including initial postage for return of goods (Return postage at buyer's cost) is very reasonable and defendable. Any negative feedback by the buyer can be annotated by you. Anyone reading it will understand the situation.

  • bsk on 07/04/2014 - 08:18

    pardon peck ?? are you saying I should offer to give all the money back including postage if they return the item at their cost, guess I could do that at the moment we are at a stalemate as the buyer will not pay to return item and I have not heard another word so will see what they say next and then go from there, thx

    • Peck on 07/04/2014 - 09:29

      I would NOT pay the postage for the item to come back. Just the initial amount paid by the buyer including the outward postage. Just to get rid of the hassle. Unfortunately then you both lose the cost of the postage.

  • whodidthat on 08/04/2014 - 08:30
    +1

    Tell the buyer, item returned = refund. No return = no refund. End of story. No deals.

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