Damaged Item Returned To me, No Recourse with eBay

[loose_goose_garage]

I had an item purchased from me, a Brand New car radiator still in box

Shipped to buyer. Buyer claims it doesn't fit their vehicle, so eBay Guaranteed Fit covers return shipping.

Problem is, when I received it back;

1- It was damaged, the fins were bent and it could no longer be sold as New

2- They did not send it back in the Original Manufacturer's box that it was shipped in, so even if it wasn't damaged, I still wouldn't have had the packaging.

I contacted eBay Customer Service, and while on the phone with them, verified multiple times on how I needed to go about getting the 'Seller Protection' (Ha!) for the damaged returned item. My mistake in trusting them.

Was told I needed to first Refund the buyer to close the case, and then appeal it for the damaged item. Did that, and just got a generic email response stating that because they returned the item, and I issued a voluntary refund, that there was nothing they could do.

This is after they told me this is the way it needed to be done.

So my question is, what is the actual proper way to deal with a returned item that was damaged?

I am out almost $200 because of this, and even after getting a supervisor on the phone yesterday to try and get it sorted out, all I'm being told is to file a claim with the shipping carrier. Even though it is very clear it was not damaged in shipping, and doing so would be a Fraudulent Damage Claim, which is wild to me that they are suggesting that even after I told them multiple times this was not a carrier issue.

[kensgiftshop]

If you offered 30 day returns, you could have deducted some from the refund.

Refund the buyer and write it off on your taxes.

[lakefor94]

@loose_goose_garage 

As Ken stated, as a Top Rated Seller, all you have to do is offer 30-day returns and you will then have the option of deducting up to 50% of the refund for items that are returned damaged etc.

That is one of the only protections eBay offers to sellers. 

[loose_goose_garage]

I have to wonder why they put it under both Top Rated and All Sellers in the Seller Protection information page then.

I know Top Rated Sellers that Offer 30 day returns are allowed to deduct, but why does it say All Sellers are eligible for that protection and have that ability when that is not true?

[lakefor94]

Sellers that are rated Above Standard have to offer Free Returns to have the return deduction option.

As a TRS, you only have to accept 30 day returns. 

It states these things in the documentation you posted.

[chevymontecarlo88]

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@lakefor94 wrote:

@loose_goose_garage 

As Ken stated, as a Top Rated Seller, all you have to do is offer 30-day returns and you will then have the option of deducting up to 50% of the refund for items that are returned damaged etc.

That is one of the only protections eBay offers to sellers. 

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True!

[loose_goose_garage]

Ahh yes, did not see that bit at the end of the sentence

[mtgraves7984]

Was told I needed to first Refund the buyer to close the case, and then appeal it for the damaged item. Did that, and just got a generic email response stating that because they returned the item, and I issued a voluntary refund, that there was nothing they could do.

This is after they told me this is the way it needed to be done.

@loose_goose_garage 

Yeah... they lied. Here's the rub... you can only appeal if you don't react to the Return and eBay refunds (on your behalf) after the item comes back and the case times out. But with that non-reaction, you'll garner a seller defect. It's kinda messed up.

[loose_goose_garage]

That's what became my understanding of it after all of this. So essentially you have to weigh what is more valuable, the cost of damaged item or defect on account.

[lakefor94]

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@loose_goose_garage wrote:

That's what became my understanding of it after all of this. So essentially you have to weigh what is more valuable, the cost of damaged item or defect on account.

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@loose_goose_garage 

Another tidbit to consider is that when a seller uses the percentage of refund deduction,  the seller does not get their Final Value Fees refunded.