Would you refund this buyer?
Answered
I sold an item. A single Apple earbud (used)
The buyer said there was an issue with the item. It can happen, I don't test them, but I find roughly half the time when buyers say there is an issue, there isn't. The instructions to add a new single earbud to a set are a bit fiddly and convoluted. So I do like to get them back first.
So I asked the buyer to return it, and made an offer to send them a prepaid courier bag to do so. They declined that. But sent it back anyway. Today I received a plain DLE envelope with a kiwistamp. Hole in the back and no earbud. This is a very common thing to happen now, because envelopes are machine sorted. An envelope with an earbud inside would also have been out of spec for a DLE envelope at 6mm thick.
So there is maybe a 50/50 chance the item WAS faulty and I'd have to bin it and refund them.
Refund, or not?
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Gary-NZStocked Community SuperuserUnfortunately, as you will know, an envelope with a single Kiwistamp on it has a max allowable thickness of 6mm, so no wonder the earbud got squeezed out. Especially as you had offered to send them a return courier bag, I would not refund as you have not received the item back to be able to test it. Not much point either suggesting the buyer start an investigation with NZ Post as they will most certainly decline. You may want to offer the buyer a partial refund to minimise the loss to you both, but that's up to you.
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S Community SuperuserKia Ora Callum,
Under the Return Shipping clause ...
- The seller to cover the cost of return shipping in these situations.
- The buyer and seller to work together in good faith, to get the item returned.
Both of which you've done correctly by offering to send them a prepaid courier bag - why on earth this was rejected is unfathomable in itself.
- Return shipping to be tracked.
Obviously it wasn't tracked.
- Items should be returned in the same condition as when you received it.
Well due to poor packaging on your Buyer's behalf you haven't received them back.
Furthermore where there is a dispute in Return Shipping TradeMe will pay the Buyer upto $50. enabling them to return the goods - Therefore between TM & yourself the Buyer was well covered with the ability to Return the Goods in a Safe Condition & by a Safe shipping method.
You are definitly Not Obliged to offer any refund when the Buyer has acted unreasonable in Not accepting a pre-paid courier bag & has incorrectly packaged the items for return shipping. - Cheers.
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S Community SuperuserEdited
Reference: Buyer Protection policy – Help - Trade Me - Cheers.
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Callum Community Superuser
They reckon they will enquire with NZPost. Don't think they're going to have much luck there. Anyway, will see if anything comes of that first.
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I wouldnt refund. I'd also be tempted to ask them to lodge a claim with NZ post for compensation for the lost item. Knowing full well that nz post wont (as they dont with anything sent with stamps), but it sends a very strong message where the liability sits now, and that it is not with you
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