Locked
Discussions in this board are limited to the original poster and Community Mentors
Help with a refund request from a buyer
I sold an item that arrived to the buyer damaged. The buyer wants a partial refund, but I want to accept the item back as a return and refund the buyer the full amount. The buyer is not happy with my decision and wants the partial refund. What should I do to best follow ebay policy?
9 comments
tenbigdogs
Mentor3 weeks agoHi @drs2014 For this buyer, it sounds like maybe you should just grit your teeth and issue a small partial refund. If you insist they send it back, it sounds like if it isn't damaged now, it will be when you get it back. You ask what they want with a broken item. Ask yourself the same question. Good luck!
mr_lincoln
Mentor3 weeks agoHi @drs2014
-Did the Buyer send pictures of the damaged package AND damaged item? If not they may be fishing for a partial refund to keep an undamaged item since you are a relatively new and inexperienced Seller.
-Stick to your guns, advise them to file a return through eBay and you will accept the return and issue them a pre-paid return label.
drs2014
OP3 weeks agoHi!! They sent pictures, and I ran them thru an AI generator....it said they were likely real photos. Thanks for the advice, I want to stick to my guns but am so afraid of a bad review (I don't have any and don't deservce any, lol).
drs2014
OP3 weeks agoExcept for that spelling error! LOL!
*deserve
gosimus
Mentor3 weeks ago@drs2014
< What should I do to best follow ebay policy? >
If it were me, I'd send the buyer the prepaid shipping label. He might end up not using it, especially if, as I suspect, the item isn't damaged at all, and this guy is just trying to get some money from you. If you wait around and don't send that label, after four days, he will Ask eBay to Step In and Help, which means that eBay will refund him in full out of your account and let him keep the item. And give you a Defect for not handling it yourself.
drs2014
OP3 weeks agoHi!! They sent pictures, and I ran them thru an AI generator....it said they were likely real photos. Thanks for the advice, I 'm going to ask them to start a return, or offer to send a prepaid label. I'm just afraid of a bad review (I don't have any and don't deserve any, lol).
comics-scifi-collectibles
Mentor3 weeks ago · Edited@drs2014 Since you are confident that the damage photos are real I would look at this as what is best for my bottom line.
If you pay return shipping and refund the buyer 100% I doubt you can sell the damaged item for more than it sold for the first time. Also I would only provide a return label through an official case so the system knows you have processed the return.
Personally I'd go to the sold item and issue a partial refund unless it's too large of a $ amount for the damage.
gosimus
Mentor3 weeks ago@drs2014
< going to ask them to start a return >
I misunderstood, I thought they had already started a return. Don't send a return label out of the clear blue sky . . . wait until the buyer initiates a return before sending one. Keep all communication and actions through eBay. You want that paper trail. Good luck.
drs2014
OP3 weeks agoThanks again! They are not happy that I'm sticking to my guns. Want me to keep it "easy peasy" and send them the partial refund. She's telling me it was a gift for her son. I think trying to guilt me? But if it's broken, why keep it?