Refunds?

[moxiepuppy.livejournal.com]

So somebody purchased something from me and I shipped it out via PayPal/eBay shipping.
Turns our usps asked for COD collect on delivery. This person has been extremely rude the entire time I've dealt with them and now they want a refund.
Is it scummy to not refund shipping because I did ship the package and usps fucked up?
I offered to reship it once I got it back, but they just want their money. So I'll end up loosing money if I refund with shipping.

Thoughts? I don't want to be a scumbag about this but I can't really afford loosing money. Thanks :/


Edit: Worked it out. Thanks everybody! I apparently used a flat rate express box and didn't realize it. I'm surprised they didn't just go by the actual shipping label, and went by the box instead but I don't ship that often. Going to refund them the total amount when I get my package back in my hand. Thanks everybody for the advice!

Comments

[feropup.livejournal.com]

Have the provide a receipt from USPS for the supposed COD.

If they can provide a receipt, then refund them. You made an error and they had to pay. They might be annoying, but their complaint is legit.

If they cannot provide a receipt, then they might trying to scam you. You need to then look and see if they are someone you want to keep as a customer. If you don't mind losing their business from now on, then tell them to try to scam someone else, and that you fulfilled your end of the contract. If you want to keep them, then bite the bullet and refund them.

[breakspire.livejournal.com]

it sounds like the customer refused to pay so it's back on it's way to the sender ("I offered to reship it once I got it back"), so there'd be no receipt

[feropup.livejournal.com]

Hmm, missed that.

Most importantly, don't refund a single penny until you have it back in your hand. They could very well be trying to scam you saying it was lost in the mail.

If that be the case, then verify that the package was indeed returned marked "Insufficient postage", and that it hasn't been touched. Then and only then would their story add up at all.

If there is a new shipping label on it, or if it has been opened, then your customer is 100% trying to rip you off. In that case, you need to do whatever you would do if you had finished a piece, but not shipped it, and customer decided to back out. If your TOS permits that sort of a refund, then you can refund them in whatever way your TOS states. BUT NOT SHIPPING. If your TOS does not permit refunds after the piece has been completed, then the customer is SOL.