Refund outside 30-day window
Customer requested a return on the 11th of April claiming a used video game console I sold was not reading any games. I authorised the request and sent an email enquiring if they would like me to organise a courier to pick up the item or if they would like to send it themselves. I heard nothing for over a month and then today received a parcel with the games console. I’ve tested it and it works perfectly.
So a couple of questions:
-As I received the item outside the 30-day window I am not obligated to give a refund but rather offer to replace the console, correct?
-As the console is working and not defective, if I were to give a refund, could I deduct the shipping from the refund?
How would you handle this? Thanks in advance
21 replies
Seller_EHYOwAkoZV3Hb
The 30-day period is measured when the return request was requested. A reasonable time for return is extra
Regarding the refund, if no fault is found, you are allowed to reduce the refund but just be aware of the risk of negative feedback when deciding how much.
Seller_EHYOwAkoZV3Hb
The 30-day period is measured from when the return request was requested. A reasonable time for the return is in addition.
Regarding the refund, if no fault is found, you are allowed to reduce the refund but just be aware of the risk of negative feedback when deciding how much.
Seller_hC0hNVDuILaKO
You cannot deduct the outbound shipping, and presumably the buyer paid the return shipping so there is nothing there for you to deduct, but, as Rugsy says, you can deduct an amount from the refund which should be a fair reflection of the depreciation in value between the original condition the unit was in when sold and the value it is worth now.
You are not allowed to deduct a “re-stocking” fee in the UK.
Seller_2BrPSydGy6oyq
As it’s been returned and not defective, then simplest solution may be to treat it as a change of mind return, refund what the buyer paid, but not return postage cost, then resell to recover some cost.
You can dig in and quote your seller rights, but if you return then it’s another postage cost for you and may not resolve the issue, or buyer may again claim it’s faulty if they don’t want it back, so better to take the less risk solution and avoid a potential A-Z claim.
Seller_EJIX7rqDNQJi2
If the item was returned after more than 14 days past delivery and it’s fully working, you don’t need to refund the original shipping cost and the return shipping cost paid by the buyer.
However, if you refund less than the full amount, the buyer could open an A-Z claim and you would have to defend your decision to withold the amount out of the refund. It’s up to you if you want to risk having to deal with a claim.
