Subject: return and shipping cost refund
Hello, I have been a seller for many years and this has never happened to me. I sold a pair of shoes in the size the buyer asked for; it arrived intact to the customer, who tried it on and found it was too big, so they started a return with the correct reason (wrong size purchased). Ebay has blocked the full amount and is ready to refund it, including the initial shipping costs. I have spoken several times with Ebay staff and they always refer to the policy (which I have never read anywhere except only that: You can issue full or partial refunds for items in Seller Hub or My eBay within 90 days of the original transaction date.) that I cannot refund only the partial amount. In short, Ebay comes out looking good at our expense. For the sake of accuracy, the buyer returned the mistakenly purchased pair paying the return shipping cost, but unfortunately they also have to pay the original shipping cost for the purchase error. I’m asking for clarification
marioelegio
·3 years agoBy law, if you accept returns for change of mind (professional sellers are required to accept them), the initial shipping costs must be refunded.
In case of change of mind, only the return shipping cost remains the buyer's responsibility.
In case of non-conformity, the return shipping cost is also the seller's responsibility.
Since you offer several shoe models with different colors and sizes, you are, for all intents and purposes, a professional seller (even if you operate with a private account ) and therefore you must comply with the rules of Legislative Decree 206/05. Pursuant to art. 64, if the customer is a Consumer, they have the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty except for the costs directly related to returning the goods.
I recommend that you switch to a professional account so that you can publish your VAT number, otherwise this way you risk a hefty fine for each listing.
hi
mario
bollicinecolorate
OP3 years agoThanks for the reply, so I’m wondering what this means: You can issue full or partial refunds for items in the Seller Hub or in My eBay within 90 days of the original transaction date?
morgana10
·3 years agoRefunds refer to the selling stage, not the return. If you sell, for example, two pairs of shoes to the same buyer but you realize that one is out of stock, damaged, or something else, you can issue a partial refund; if they buy one and the same thing happens, you issue a full refund. The return is another matter, regulated as Mario already indicated. Instead, I noticed that on eBay you have already switched to a professional seller, but be careful, the VAT number must be public and appear in the listings.
Have a nice day