Considering Refunding buyer's return shipping charge as a courtesy due to glitch?

[calicoseas]

There was a glitch in the buyer's original purchase, showing the item as  not available.

So, she made a second purchase.

Turns out, both purchases went through,  and I shipped both orders.

Buyer is shipping one back to me, and I have refunded her original purchase and original shipping.

She paid the return shipping.  As a goodwill gesture, to turn this into a more positive experience, I'd like opinions about me voluntarily refunding her return shipping charge as well.  It's only about $11.00.  I just keep thinking about it.  What would YOU do?

[naturalmundijewelry · Accepted solution]

I would refund it, for a matter of justice: the customer did all correct, the problem wasn't her responsibility, and nor the seller for what I understand, but the seller is responsible for the fair,easy, and satisfactory experience of the customer.

Furthermore, a good service is seen mostly when a problem occurs, we don't only sell things, there are experiences and human relations included in our work.

I am in Italy, and now I have a problem of a missing packet, not my fault but the Italian Postal Service: I will lose a lot of money with this purchase, because I will send another item (for the same price) to the client, plus shipping, all free. It's not my fault, but if I want clients to buy from far away places I have to give them assurance of a fair experience

[calicoseas · Accepted solution]

This how I feel, too.  For the same reasons.  Thank you

[calicoseas · Accepted solution]

(Hope this forum format will improve over time ☺)

[OpenCraftShop · Accepted solution]

Simply ask yourself how you would feel in the buyers shoes, and treat them the way you would want to be treated.

[calicoseas]

Yes, Amen!

[calicoseas]

I don't see a way to send her the money through the Etsy web site after I've already refunded the original. 

[calicoseas]

If anyone knows, let me know.  Otherwise, A could mail her a check.

[PicksFromMe4U]

I would PayPal it.

[AnniesAttic7]

I would refund the return shipping as a courtesy & have done that before.  It garners good will which is priceless. 

[EtchingNJewelry]

I got your e-mail and yes in this case, I would refund it, too! Since nothing was her fault.

[calicoseas]

I received the box back today and mailed her check.  She got back to me just after I'd gotten back home from mailing the check. 

She said, basically, how about we split the difference.  I said, no thanks, I'd already mailed the check.  So it turned out well, had a great conversation, and I have a new friend.