Buyer wants refund since I didn't offer RD shipping with Ping
A buyer with an RD address paid with Ping for an item to be sent tracked. The listing offered standard post and tracked. I mention an extra RD charge in the payment instructions but neglected to offer tracking to RD addresses in the listing as I haven't had an issue like this in the past (Will look at doing this in future listings). The buyer now wants a refund rather than pay the extra RD cost and doesn't want to have the item shipped by standard post.
The difference in cost between standard post and what they paid for tracked is only 80c but it would cost me an extra $5.70 to send tracked. Surely the reasonable solution is to send the item by standard post. It sold for $15 and tracking + RD cost is $11.50, hardly worth it?
Anyway, I have offered the item to the other bidder and watchers but if the offer isn't accepted, what should I do?
-
S Community SuperuserKia Ora Paul,
As you have already offered the item out to other watchers you have made your decision on what you're doing However this is unfair to your Buyer who paid by Ping including the shipping charge on your Listing which is a binding contract. - The Ping payment pop up menu doesn't display your rural option in your payment instructions as this is a manual entry, it shows only what you have in your shipping fields, Buyers paying by Ping don't need to go the extra steps to view your payment instructions therefore Yes! you must have the rural charge in your shipping fees.
Your Buyer is quite innocent in expecting their parcel shipped to them as purchased & this is the morally correct thing to do However mistakes do happen and negotiation over shipping estimates is allowable - What is the Tracking amount paid? Minus this from your Rural cost what is the balance unpaid on the shipping alone? - this isn't clear with your brief.
Your Buyer has already requested a refund, this should be processed instantly unless you honour the contract formed on purchase & send the item promptly, dialing your loss as a lesson well learnt here. - Cheers.
0 -
S Community Superuser
Unfortunately the red face feedback may be placed as the Buyer likely wouldn't have purchased knowing the extra Rural fee upfront. - That aside delaying a refund to see if the item sells through your Fixed Price Offer is worthy of a red face reward on it's own. - As your FPO doesn't include the rural fees either there is the risk of a repeat like purchase. - Your FPO should be withdrawn and correctly relisted with all shipping fees included if you intend not to send the item to your first purchaser. - Cheers.
0 -
S - The buyer paid $5.80 tracking by ping but asked for a refund when I told them it would cost an extra $5.70 for RD delivery. They have obviously done many trades and would know that it costs more to send to an RD address. Sounds cheeky thinking they can buy and pay discount shipping instead of asking a question before bidding although I know I should have given an RD shipping option. Faults on both sides I think.
L - They have already red faced while I was still trying to remedy this. After seeing the feedback, I offered a refund if they delete the negative feedback and I'll also delete my negative feedback.
By the way, I wonder if the red face should be taken off Trade Me. Another auction site has done this. If buyer and seller both give red faces, it is unclear to others who is at fault and the innocent party is the loser. Has this come up in another thread?
0 -
Paul. I feel that you have offered incomplete shipping options, which while not designed to have misled a buyer, it has done. Your expectation that "the buyer should know rural is not included" is not good enough to rely on expectation from a buyer when they have not had the full info to make a from choise.
IMO only option is fully refund as per their request and lear to put clearer shipping options in listing.
To demand that they remove the red FB in return for refund will be looked at very dimly by TM and classed as feedback black mail. While we do not know what wording buyer used in their feedback, its likely TM will not remove it as they will view you in the wrong
0 -
Donal. As I said above "I should have given an RD shipping option".
Seller was happy with the solution I offered and we have both removed feedbacks and I have refunded the Ping payment.
0 -
flossy63 Community SuperuserAs a seller it is your responsibility to make sure your shipping is correct and covers all Rural & Urban, you cannot hide the extra rural cost in payment instructions, it must be shown on auction before a bid is made, not after somebody wins, as that was not on auction it is not part of contracted formed by buyer,
some sellers subsidize the rural cost and only have nationwide shipping, which stands,
as you had no Rural on auction, sorry you need to suck it up as a seller, learning curb and should have paid it, as a seller, never in my time on trade me have I gone back and asked for more, if I have erred, I have just paid differences myself, if you ask for more you are breaking the contract they have formed,
The buyer formed a contract with conditions and shipping you offered on auction, The buyer has done nothing wrong,
0
6 comments
Date
Votes