eBay Returns Policy.. Obligations?

[CWA]

Just wondering what my obligations are as an eBay (business) seller with regards to returns. Is it just the distance sellers act i have to satisfy? If the customer informs me they want to return the item and have their money refunded within 7 working days of receiving it then i have to give their money back? (that right? lol)

If that is the only obligation then i would like to just establish whether this is regardless of payment method?

I mean, if the buyer uses paypal then i would have no problem refunding their paypal payment on receipt of my item back, but i am also considering accepting payment by cheque and wouldn't really like to offer refunds by cheque what with the lack of protection that paypal offers. And i wouldnt want to pay a refund to someone through paypal if they gave me a cheque for the item in the first place (if that can even be done), am i allowed to state in my listings that i do not offer refunds if my item is paid for by cheque?
What do you other users offer as a returns policy?

Thanks in advance!

[grasscarp]

You dont have to offer a returns policy it is only optional.
We have never offered it and there has never been any problem. In over 200 transaction Ihave had one complaint about the packaging and immediately I offered to have the item back and would give a full refund. But they did not contact me again. Personally I would advise you not to bother and if any problem ever comes up treat it based on what you want to do and not something you have set up in advance. Why would anyone want to return your items?

[CWA]

oh cool this is good, umm i don't really know lol just trying to account for most outcomes in advance i guess lol

my items are going to be prints of paintings/drawings etc so i would be wary of people buying them, scanning them and then asking for a return within the 7 day period or whatever, if they do this would i be legally obliged to acccept the return and refund their money? like if they said that it was damaged during postage or it was not what they wanted? if i just refused to refund them and accept their return, isnt that breaching the distance selling act or not?

[Rollo]

You do have certain obligations if you are a BUSINESS seller.

I suggest that you read this:

http://pages.ebay.co.uk/help/policies/business .html

[grasscarp]

Damaged in the post is one thing. I have received one thing that was damaged in the post, basically an empty aerosol. The seller said to return it with the packaging and he would take it up and in the meantime sent me another. If you are sending out prints and they are in stiff cardboard or whatever I doubt they will get damaged and if they ever did it can be sorted out between you and the post office. That the client saying it is not "what they wanted" is not a viable reason to return their money. They saw it, and a picture and accurate description, copy or whatever, and there is no reason for you to take it back or refund their money. I think you are worrying too much!

[Rollo]

"That the client saying it is not "what they wanted" is not a viable reason to return their money."

That is incorrect.

If you are a business seller and you sell something at a fixed price, then the law requires you to refund all of the buyer's money if they decide they don't want the item after all, and they return it within the "cooling of" period. Some goods are exempt from that - but not prints.

[grasscarp]

Rollo has picked up that being a business seller makes a difference. I have had a quick read through the first page of his link and saw
The UK Distance Selling Regulations do not apply to eBay auction format listings on eBay.co.uk, and do not apply to all types of items.
Sorry that I did not know that for business sellers it is a different set of rules.....

[CWA]

no worries grasscarp thanks anyway, and thanks rollo

so to clarify, if i want to accept payment by cheque then i must be prepared to give refunds by cheque also?
if the buyer wants a refund within the 'cooling off' period?

also one more question, if you refund the buyer through paypal you get your paypal fees credited back to you (right?), but can the ebay final value fees be credited back to you also if the buyer has paid you, then been given their money back?

[grasscarp]

I looked up business sellers in the Help pages of Ebay website and found the following
Usually, you can issue a refund using the same payment method the buyer used to purchase the item. Even so, talk to your buyer to work out the best way to refund their money.

After you close a case, you may receive a Final Value Fee credit under the following conditions: (and the last one is)
The buyer returns the item and you issue a refund.
and there is a bit you can click on to see how to initate this.

Not sure about paypal fees, but they too have an extensive Help section.

[Rollo]

If you refund a paypal payment - you must use the "refund" link on the details page for the payment you received - then you refund the amout you actually received (which was net of paypal fees) and paypal add back the fees and credit the buyer with the total amount they paid.However, you would have to make a separate payment to them to cover the cost of their returning the item to you - you are liable for that cost too.

If I am paid with a cheque then I take down the details of the payer's account from the cheque - Account name, sorting code and account number) - and then if I had to refund the payment I would use on-line banking to make the payment due direct to their account. That, at least, saves the cost of a stamp!

[grasscarp]

That's a very good idea Rollo about taking down details of their bank account. Just got a cheque today for some car stickers but dont think it will involve a refund somehow, thank goodness.