Returns with defects

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I sold a shirt New with Tags. The Buyer requested a refund for Did not Fit reason. The Shirt was returned with tag not attached. Can I give a refund less than payment since this will reduce the amount that I can resell the item for? How do I handle this situation?

rusti-1630

688 View listings

Posted 3 years ago·Last reply 3 years ago

3 comments

comics-scifi-collectibles

Mentor3 years ago

1932 View listings

@rusti-1630 Yes you can reduce the refund amount since you are top rated and use buyer pays returns.

First report the buyer for not returning the item in the same condition:

https://spd.ebay.com/RBASellerHub

Buyer misused returns>Returned an item after they opened, used, or damaged it

Then issue a partial refund:

How to issue a partial refund when the item is returned in a different condition

To issue a partial refund:

Go to your Returns dashboard.
Select View return details beside the item.
Decide What to Refund.
Select the percent you want to deduct from the refund amount.
Add a message to the buyer explaining why the refund wasn't full.
Select Refund now.

rusti-1630

OP3 years ago

688 View listings

Thank you very much.

mr_lincoln

Mentor3 years ago

5042 View listings

Hi @rusti-1630

The link below is to the Help Pages and Seller Protections, I added an excerpt below the link that might apply but read through the entire section before taking action.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=seller%20protections&lucenceai=lucenceai&docId=HELP1267

A buyer falsely claims an item was not as described

An item is returned after it was used or damaged by the buyer

You can deduct up to 50% from the refund to recover the lost value of the item
We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.