Return Request

[maddogja]

Buyer has filed a return request claiming the item was delivered damaged and not working. Item sent USPS not eBay International. However, his original eBay message informing me of the problem states the music box arrived without damage and the package was in excellent condition. He stated it worked for a short time and then stopped. I believe he did something that broke it after it arrived. It worked perfectly when I mailed it. His messages state that he does not really want to send it back but wants me to pay for the repair cost of $250. To make the issue go away, I offered to split the cost of the repair and offered a refund of $125.00. He refused the offer and wants the full $250. I contacted eBay Help twice and if I understand them correctly, I have no other option but to accept the return, pay for the return $107, refund the $999 to the seller. I end up with a broken music box that will cost $250 to repair because the buyer broke it plus I am out the $107 return postage. How is this fair? My policy states no returns. The box was sold as used with no warrantee implied or given. I have a 100% satisfaction rating and have been on eBay for 25 years.  Where is my protection. Do I have any other options?

[disneyshopper]

Your No Returns policy is only for buyer's remorse: didn't like it, changed mind, doesn't fit, found it cheaper elsewhere.  ebay's Money Back Guarantee trumps your No Returns policy if the buyer states Not as Described.  You WILL accept the return, and pay for a return shipping label, and once tracking shows DELIVERED back to you, you will refund the buyer in full.  If you refuse, ebay can refund the buyer from your funds, not require the buyer to return the item, and a defect will be recorded on your account.  Too many defects and you can be restricted or suspended.

Given the amounts you stated, it would appear that it would be the least expensive for you to offer a partial refund of the $250 the buyer originally asked for.  That would be less expensive than paying for return shipping and then refunding the full item price + original shipping.