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Return only part of order (but say they did not receive full order)
A buyer returned a set of New/sealed DVDs that were sold and shipped as complete set with booklet in the original box. They say they did not receive the booklet or box. They returned the DVDs but not the booklet & box. Is there any path to handle this other than swallowing it and refunding them in full? I have our photo of the complete set as listed.
1 comment
selforfun
Mentor1 year agoHi @friendssandiego
If the buyer claimed "item not as described" and returned only part of the order (DVDs but not the original box and booklet), and you have photos showing the full set was sent, you can appeal the refund after the return is closed.
Use this official process:
Appeal a case outcome:
https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
eBay may review the return and side with you if the buyer did not return the full item and the case was handled incorrectly. Be sure to provide:
Listing photos showing the complete set
Return photos (if available) showing missing parts
Any messages where the buyer admits not returning everything
If the appeal is not successful, you can also report the buyer:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084
And you can block them here to prevent future issues:
https://www.ebay.com/bmgt/BuyerBlock?