Buyer returned item not in original condition

[dane791]

Why always eBay take the buyer's side?

[comics-scifi-collectibles]

@dane791   Since you are top-rated and offer 30 day or greater returns you should have been able to reduce the refund amount.  It's not great but it's better than a full refund.

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=12&pos=4&query=Sel...

[dane791]

@comics-scifi-collectibles  I don't have an option to issue a partial refund.

I am not offering a free returns for some items. so there is no option on my end, even if I am a top rated seller and i offer 30 days, I don't have an option to issue a partial refund either.

I have contacted eBay after i received the item back(Item has been used - smells like detergent and punched hole) and The agent  have closed the case without any refund to the buyer, But two days later, The buyer asked eBay to review this case again, After eBay review, eBay decided in The buyer favor.

As per The buyer messages, The buyer confirmed that he returned used item.  and i have provided some pictures of the used item.

[comics-scifi-collectibles]

@dane791    Sorry I see now that you are located in Morroco. 

To be eligible for Top Rated Seller protections you must:

• Be a US Top Rated Seller at the time of the protection
• Reside in the US (including US territories) or Canada
• Offer 30 day or longer returns
• Only give partial refunds to recoup the actual lost value of the item when it is returned in a different condition than the original item
• Only report buyers for opening false item not as described returns where you correctly described the item
• Not be rated 'Very High' in Service metrics

[dane791]

@comics-scifi-collectibles  Yes, I am

Is There any protections for us as we are located in Morocco?

[comics-scifi-collectibles]

@dane791   Sorry, it doesn't look like there is unless you offer Free Return shipping which could be very costly for you.  

[dane791]

@comics-scifi-collectibles Okay

What about the defect? There should be no defect. 

I think even if there is proof that the buyer caused this problem, I will not get my money back , Right? eBay will not reverse outcome of the case.

[comics-scifi-collectibles]

@dane791   You only receive a defect if you do not willingly refund the buyer.  If eBay is asked to step in and help then you get a defect.  Even US-based Top Rated sellers that qualify for seller protection receive defects if they do not refund before eBay is asked to step in and help.

I know that this is frustrating when a buyer abuses the system. 

eBay is not going to reverse its decision on a case.   

Thankfully these types of bad buyers do not occur often.  

[dane791]

@comics-scifi-collectiblesI asked eBay to step in before the buyer contacted eBay and The return request was closed in my favor.

After The buyer asked eBay to step in, eBay reversed outcome of the case. I don't understand why?. even the buyer has confirmed that this issue was caused by him and it's clearly in his conversation. 

Are the final fee of the item refundable?

[comics-scifi-collectibles]

@dane791   I'm sorry as a fellow seller I can only tell you what I have seen happen to other sellers in this situation.  OR what the eBay policy is.  

 
1 . https://www.ebay.com/help/account/contact-ebay/contact-ebay?id=4379&st=12&pos=1&query=Contact%20eBay...

Scroll to the bottom of the screen, click "contact us"  Drill down to the topic you need assistance with.  

Then on the left hand side select chat with automated assistant.  When the chat box pops up if live help is needed click "see more" then click "contact an agent". This bypasses the chat bot and you can either chat with or get a call back from a real person.

If you are using a cell phone turn off the spam filter or it may block the call back

2. Or you can also contact customer service by sending a private message on social media. You leave a message and an eBay employee will get back to you as soon as possible. To speed things up you can leave your registered account information in the PRIVATE message: Full name, address, phone number, email address, user ID, and a brief explanation of your problem.

https://twitter.com/askebay
https://www.facebook.com/eBay/

[dane791]

@comics-scifi-collectibles Okay, Thank you