Customer overpaid for return shipping and wants me to refund that, do I have to?

Payments + Shipping & Fulfilment

Topic summary

A seller shipped custom powersports parts while sick with the flu after a customer demanded delivery by a specific date. The customer claimed the items didn’t fit and were damaged, then returned them without requesting a prepaid label.

Key Issue:

  • Customer paid $56 for return shipping (original shipping was only $15)
  • Customer demanded reimbursement for the full return shipping cost
  • Seller questioned whether they were obligated to cover this amount

Resolution:

  • Community advice confirmed the seller wasn’t required to refund the $56, especially since no return label was requested and return shipping is typically the customer’s responsibility
  • Despite this, the seller ultimately refunded the full $56 to avoid further conflict with the difficult customer
  • Seller noted this as a learning experience for future situations
Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Customer bought some two items from me. Total was $225. These are powersports parts I make and sell. Long story short, I ended up getting the flu and sent out emails to all my customers that bought from me telling them I got behind on orders. All but one were okay with it. This guy said he needed it by a certain date or he was cancelling the order. These parts I make are not available by anyone but me.

I ended up working with the flu to get his order out. He receives his order and claims it doesn’t fit and is all damaged. None of which is true based on the crappy pictures he sent me. He demanded a refund, and said he was sending it back.

A week goes by and he emails me today and said I owe him an additional $56 for return shipping. I paid $15 for shipping to him. I emailed him back and told him he should’ve asked for a return label instead of paying $56. This guy has been a real treat to deal with. Do I have to give him an extra $56?

2

Hello @Justin_E_213 , you don’t have to cover the $56 return shipping, especially since he didn’t request a return label. If your policy states that return shipping is the customer’s responsibility, you’re only obligated to refund the original purchase.

You can politely remind him of your return policy and explain that return shipping costs should have been checked with you first. If you want to keep things smooth, you could offer a partial refund (minus original shipping) as a goodwill gesture, but it’s totally up to you.

Hope that helps!

Best,
Tracy from Kudosi Reviews

3

I ended up giving him the whole $56 because of his nasty attitude, didn’t want to deal with him anymore. When I told him he should have asked for a return label instead of spending $56 and then asking for the money, he said that’s why he asked me for my return information. I’ll put this one in the memory bank.