Return request

Question

We have had a buyer email us and request a return for a video game stating that it arrived damage, smelled like cigarettes, and stalled during the game. We apologized and explained that we tested the game for a long period of time and had no issues, but would they be okay with a $10 partial refund? They responded and all the stated was was smells like cigarettes, authorize the return. Is this a legitimate reason for a return or should we ask eBay to step in and help?

jacbarcollectibles · Answer

If all they did was email you eBay cannot step in and help. The buyer must officially open a case for a return. Since you have a No Returns policy they can open a case for an "Item not as described" and then you will be forced to take the return and make a full refund. If they open a case, you never ask eBay to step in since they will allow the buyer to keep the item and force a refund from you and give you a defect on your account.

eBay lets the buyer determine if the item is as described or not since they never see the item.

momtoabeautifuldaughter · Answer

@packedwi_57 wrote:
We have had a buyer email us and request a return for a video game stating that it arrived damage, smelled like cigarettes, and stalled during the game. We apologized and explained that we tested the game for a long period of time and had no issues, but would they be okay with a $10 partial refund? They responded and all the stated was was smells like cigarettes, authorize the return. Is this a legitimate reason for a return or should we ask eBay to step in and help?

If they open an INAD case you HAVE to give them a refund...either have them return for a refund or just refund without a return.