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Buyer received damaged card
Buyer received card that was damaged by USPS. I offered to refund postage. He refused and wants full refund. The listing says no returns. It was economy shipping that he paid for.
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mam98031
Mentor3 years agoAll Ebay sellers have to have a return policy that meets or exceeds the coverage under the Money Back Guarantee. Which means if the buyer files and INAD because the item was damaged in shipment, you need to honor that return request. If a buyer files a proper Buyer's remorse claim, you will notice in the claim you have an option to deny it.
In this case you need to take care of your seller. Either send them a shipping label to return the damaged card OR offer them a FULL refund [product and shipping].
The return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html#m17-1-tb1