Unable to refund total cost of return shipping
I’ve had someone return an order, they’ve used special delivery at a cost of £26.60. However when I go to refund this, the only amount I can refund (besides the full purchase price) is a maximum of £16.00!!
I’m sure previously they had a ‘Return postage’ amount of up to £9.99 you could send, as well as a separate concession of £20.00 or more. This appears to have changed.
So how on earth can I refund £26,60!?
4 replies
Seller_64jziShTiTjOq
I’m fairly sure you only have to refund the standard shipping method that you used for sending the product out. If the customer chooses to use a more expensive service such as SD, that’s their decision and cost, unless, of course, you advised them to use SD. It is always advisable, therefore, to tell the customer which service to use and how to re-pack the item (original packaging or something equivalent)
Seller_64jziShTiTjOq
Addition to my previous post, which assumed that you were obliged to refund return postage. If it’s a change of mind, accidental order or some other reasons, the customer is responsible for the return postage
Seller_2BrPSydGy6oyq
As you are responsible for return postage and unless you instructed the buyer the service to use, then given the value it’s likely the P.O. only offered SD to cover the insurance value, or the buyer viewed as best option, either way will want the refund.
Have you asked SS how to handle this, they may have an option to refund more than the limit permits (either themselves and recharge you, or may fund themselves as it is a ‘mutual’ customer’) but worth asking?
If not, then another option may be to send the buyer an Amazon gift voucher for the difference, if you explain the situation to the buyer on the limit you are allowed to refund, they may accept that option?
Long time from I had a refund, so not clear on when this changed to the screenshot posted?
