eBay question - should I give a refund or not?

Question

I've been selling bath products on eBay. Things such as bath bombs etc. If you know the company 'Lush' they're those products. I stated no refunds or returns because they're cosmetic items for hygeine sakes and to cover myself as they're fragile items, I can't take responsibility for items crumbled in the post etc.

Someone bought a sugar scrub and today has sent me a message saying that the packaging was open and the scrub was wet and clearly wasn't fit to be sent. Insinuating that I have used it. And theyre demanding a refund on everything, the item and P+P charges. The thing obviously is that it was in perfect condition when I sent it, it had never been used or even near anything to make it wet. So they must be lying. But obviously they can give me a negetive to my feedback and as it is currently 100%, it would dent it down to about 97% or something probably which I really don't want to happen.

What should I do? Thanks

Answer 1

I would eat it and refund them entirely to be honest. Every once and a while you will get a lying sack of sh1t who will complain and spend hours to scam you out of nine dollars, but the vast majority of people will do no such thing. A reason so many companies have ''if your not completly satisfied, we'll give you a full refund, no questions asked'' policy is because a vast majority of people wont go through the trouble of getting a refund on a small-ticket purchases, even if it failed them. So I'd just take the lost, its not worth the battle or the negative feedback, espiecially considering you have only a limited amount of sales according to how much your score would drop and establishing your credit on there is paramount as a small dealer.

Answer 2

Do, give a full refund to that con artist although you clearly posted "no refunds" it is not worth it, because those kind of people will give you a negative feedback just to get what they want. But don't let them keep the product, make them return it. Reply to their mail and tell them "All your products are new, unused; and that although you clearly posted "no returns", your interest is to have a happy customer, and that although you will be losing money, you will be giving her a full refund of the product. But you must remind her/him that the postage and handling is never refundable with ebay's business transactions; and as far as the shipping costs to send it to you, they must be incur those charges. " Do not return the money until they send you the product. Then, as soon as you get the product and send her the money, make sure you warn other sellers of this bad buyer with a explicit negative feedback.

Answer 3

In order to protect your reputation as a seller on eBay, I think you should give a refund for the product ONLY after it is returned to you and most of it is there. However, in the future, you might want to insist that the buyer adds the cost of postal insurance to all purchases, to protect both of you in the event something similar occurs.



It's worth taking a loss occasionally in order to be able to say you did everything in your power to make things right for your buyer. You also might want to upgrade your packaging for shipment, just in case.

Answer 4

I wouldn't give any refund. But that's just me. In your case do the math and decide if it's worth the trouble refusing to refund.



If you decide to refund, demand to have the product back before doing any refund (some scammers keep the products and then make fraudulent refund claims), then black list the client (her credit card number, and her address) to prevent her from doing future purchases.