Buyer requested return, now wants to keep item and get a partial refund

[mboudr8]

I sold a brand new POP collectible figure that is about 10 years old still in the box as a 'buy it now.'  Free shipping.  Buyer only has 3 feedback.  It was packaged and shipped in a sturdy box.  

Buyer opened a return the same day of delivery saying item isn't as described because there is a tiny crease in one corner of box and says it arrived damaged and poorly packaged.  (see photo they sent of the damage? in the corner) 

Nothing else to do but accept the return and I did and sent a paid label through eBay.  

It's been a few days and they have not sent it back yet, but today the buyer asks if I will send them $20 and they KEEP the item instead.  

I feel like it's a ploy to get the item at a lower price, but of course there's no proof.   What should I tell them or what to do if anything?  

[stainlessenginecovers]

Yes; buyer is a reader of utube seeing all the 'how to get items for free' or 'how to get items at a huge discount' on Amazon, Ebay etc.

Tell them you only do "full refunds after the return of the item and a full refund is predicated on the correct item being returned in the same condition as sent"  

because if you are a TRS you can deduct up to 50% of the refund if it is returned in a 'different' condition than sent.

[12345jamesstamps]

I had buyers asking for partial refunds when I was a newbie.

I would make them return it. Just my opinion. 

Buyers hate to repack it and mail it back.

The payment is also in limbo for them to get it back for a while.

When I refund...the buyer doesn't get the refund the same day.

I have Star Trek toys in boxes and your very tiny dent is not worth a $20. refund.

And there is always that negative feedback a buyer can give you.

Which means it might be better to refund the $20 bucks.

[stainlessenginecovers]

Negative Feedback just stings for a second

$20 unnecessary refunds last a lifetime

[lamber9347]

Reply back with something along these lines- "I'm so sorry you are not happy with this item. I have accepted your return and sent you a shipping label. Once I receive the item back, I will issue you a refund. Thank you again." 

Rinse and repeat as necessary. Don't bother with getting into a back and forth, stick to this is your procedure and either they will ship the item back or they will close the return and keep the item. Best of luck to you....

[bonjourami]

Did you double box or just ship it in the original box? Collectors can be really picky about original box condition.

[mboudr8]

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@bonjourami wrote:

Did you double box or just ship it in the original box? Collectors can be really picky about original box condition.

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I sold a brand new POP collectible figure that is about 10 years old still in the box as a 'buy it now.'  Free shipping.  Buyer only has 3 feedback.  It was packaged and shipped in a sturdy box. 

[bonjourami]

The original box it came in right? Not double boxed?

[mtgraves7984]

@mboudr8 

I'd not issue a partial refund for that damage. Stick to your guns... the buyer opened a Return and you'll honor it.

For what it's worth, I find that if an item sells once, it will again. Get your Pop back to sell to the right buyer. Good luck.

[monster-deals]

Hard no on the partial refund.

Report your buyer for abusing the MBG