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Seller should refund shipping costs, item was returned. Buyer wants everything back
Summary: nicsu-73 seeks advice on handling a situation with a buyer who did not receive a package because it was not collected, allegedly due to a lack of notification from the courier. The buyer wants to cancel the purchase and receive a full refund, including shipping costs. nicsu-73 has already received payment for the item and is unsure how to refund the item cost without covering the shipping fees, which they believe is not their responsibility.
Hello, I need some help please. I’m a private seller. I sent a parcel for 2.70 via an eBay shipping label. Now the goods have come back because the recipient didn’t pick them up. Now the buyer says it’s not his fault because DHL supposedly didn’t put a notification card in the letterbox and he wants to cancel the purchase. But he also wants the shipping costs back! However, I’m not at fault either and don’t want to be left out of pocket for the shipping costs. What should I do, and how do I refund the buyer for the goods, but not the shipping costs? I’ve already received the money for the goods. Thanks, best regards, Nic.
oskar_der_wikinger
Mentor2 weeks agoHi @nicsu-73
unfortunately, you can only refund the full amount and you'll be stuck with the shipping costs.
If you don't do this voluntarily and the buyer reports an item not received, ebay will refund it at your expense and you'll also get a defect entry on your account.