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Customer Product Issue
I recently sold a customer an unopened card game that is supposed to make sounds upon opening the games box. The customer received the item in the same condition I sent it in, but unfortunately the batteries were dead in the box and does not make noise. I gave the buyer detailed instructions on how to replace the batteries and their reply is leading me to believe they are going to want a refund. how should I handle this? I feel as though it isn't my fault due to the fact that the game was still sealed in the plastic and had never been opened. I would've had no way to know the batteries were dead prior to the game being opened. Thank You!
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comics-scifi-collectibles
Mentor1 year ago@bnscollects Unfortunately it is the sellers responsiblity for the item to be in the working condition stated in the listing. You can try offering them a partial refund to cover the cost of the batteries, this would be best for your bottom line.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=1