As an Ebay seller do you refund both the item cost and the shipping and handling if there is a problem?

Question

One of my buyer's claims that the DVD does not work. However there is no scratch on the DVD when I sent it, and she confirms the same likewise. I have no problem refunding the item, but I wasn't sure if I was also to refund the shipping amount I'd charged for the DVD ($2.99). Is that something expected? Oh, and should I also ask her to send the DVD back? At whose expense would that be?

Answer 1

Normally, shipping costs are "eaten" by the buyer.  If the item arrived damaged, I would refund their shipping.  I say you ask them to ship it back at their cost, and if you can't get it to play, refund their shipping.  If you can get it to play, then it must be their player, so don't refund anything.

Better yet, ask her to take it to a friend's house, or to Best Buy or somewhere with a DVD player and test it.  If it works, don't let her return it.

Answer 2

I believe that there is no set policy for who pays the return shipping. I think that you should absorb that cost -- it's a nice gesture and even though the item didn't work it will show that you are a responsible seller (and will hopefully get you positive feedback instead of negative or neutral).  Same goes for the shipping and handling to send it to her.  Give her that back too -- you will make yourself look very responsible and professional.

Answer 3

Return shipping - buyer is responsible.