Refunds on items bought on gumtree

[nclark_83]

I recently sold a used item on gumtree to a buyer who asked specifically if they could pay via paypal as they were going to have difficulty travelling to me to pick the item up. I said that was fine and received the payment and posted the item recorded delivery. The buyer is now claiming the itme is in terrible condition and doesn't fit so they are demanding a refund including postage both ways. Can anyone tell me if I have to refund and if so am I liable for postage? I advised the buyer I will contact paypal and gumtree to get advice before they send the item back but have received an email stating the itme is being posted back regardless and they await their money. Any help much appreciated??

[PayPal_david]

Hi Nclark_83,

If your buyer is advising that the item has arrived in a terrible condition, could it be possible that the item has been damaged in transit?

If your buyer was asked by PayPal to return the item to you, they would be advised to return the item at their own expense. They would then be issued with a full refund including the original postage costs that they paid to you. This way, the buyer and seller aren't losing out as each party have to pay for postage one way.

If the item was damaged in transit, you can try to make a claim through your postal company in order to determine if you can claim a reimbursment through them.

I hope this helps,

David.