Rarely, things like this do happen. So what if the parcel you sent to customers did not arrived? It has already passed 40 days. I had some readers asking me about missing parcels and the correct way to refund a customers.

Depending on the customer’s tone of message, sometimes you may be tempted to reply in a frustrated manner. But this is business, it is better to keep your cool.

Here are some essential tips you can use as a reference to solve the issue:

1. Apology. An apology helps to tone down any angry customers.
2. After that, checked if you sent the parcel on Registered Mail or just Normal Airmail.
3. If it is Registered Mail you may check with the post office on the status of the parcel.
4. If your parcel is insured, ask the Post Office for reimbursement processes.
5. You may suggest to the customers to wait for another week, but depending on when you send the parcel. If it is already due 2 months, it may not be wise to suggest so.
6. Then give the choice to the buyer whether they’d like a refund (partial or full) or to re-send the parcel.

Usually I’d resend the parcel or offer a full refund despite stating my listings otherwise. I just can’t help feeling miserable for the customers when things like this happen.

Correct Steps to Refund in Paypal:

Login to Paypal. If the customer’s transaction is not listed on the first page after you login, most probably it won’t, because payment was made quite some time ago, click on All Account Activity on the first page.

Then go to Advanced Search. Enter the customer’s detail based on the drop down menu and enter the correct date when the transaction took place.

Click on Details of the transaction when the search results appear:

In the detailed transaction page, scroll down and you can see Refund Payment. Click on that link and enter the amount you’d like to refund.

Very Important Note: This way ensures that Paypal will also refund you the fees deducted for the payment previously.

However this link only works if it is within 60 days after payment was made. If it is over 60 days, you will have to manually Send Money to the buyer. Bear in mind this method does not get you a refund from Paypal for the fees.

You may have your own terms and conditions in refunding payment to your buyers.

To me, I can afford a full refund because the costs of my items are low. I do not see any losses in making refunds. If the customers prefer a re-ship, I still make money from the transaction, only a little less.

A little kindness does wonder to your business image and boost sales. You show to your customers you are a professional and a genuine seller. Who knows, they may end up buying more from you as they feel protected. I have personally experienced that many times.

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Note: I apology if I never get to answer some of your questions. It seems something is wrong either with my mailbox or my contact form, I am not sure why. I have double checked my mailbox. Would appreciate if you can send me another email or message.

Tag: ebay, paypal refund, paypal, auction