Ebay should consider revisiting partial refunds

[grovedistribution]

Long story short: Ebay should allow partial refunds for all returns, not just for buyer's remorse or changed mind.

I don't deal with this very often because we don't have many issues with buyers or fraud, so I guess Ebay has been doing something right on that part. However, when there is an issue, it hits hard, and Ebay will ignore obvious signs (like returning something completely different).

For example, last year, a buyer bought parts for their car, and return their old worn out used parts with oil all over the box. They didn't try to conceal the fraud. Not even the same brand. We took  pictures and lost that case. I'm having a hard time understanding how this type of fraudulent activity is even able to get through.

This time around a buyer decided to return 1 out of 4 parts. Return was opened at the same time they messaged us, so they removes our ability to offer a partial refund. A partial refund would be fine to the buyer, but we were unable to do so. We opened a case mentioning the communication with the buyer returning one item, and images of the box and contents, and the Ebay rep suggested reporting the buyer and ended up issuing a full refund.

You see, ironically I don't think this type of buyer needs to be reported. They would be fine with a partial refund, but we are unable to do so. They just don't follow instructions, like a lot of online buyers. We can work with that, just not on Ebay. I don't see why a rep would suggest reporting a buyer to have them kicked off of the platform when we can come to an agreement.

That's just a lose-lose situation. We end up losing money AND the buyer can potentially get banned? I just don't see how this is beneficial for anyone.

Anyways, just a frustrated. 17 years and the policy has changed and changed over time. Sometimes for the better, sometimes it makes no sense. Ebay seller protections has pros and cons over other marketplaces, but the partial returns issue is a huge elephant in the room. I hope they come up with some other solution when the next policy change comes. 

[wastingtime101]

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@grovedistribution wrote:

Long story short: Ebay should allow partial refunds for all returns, not just for buyer's remorse or changed mind.

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eBay does allow partial refunds for all returns, including not as described, when you qualify for seller protections. You're TRS and the couple listings I checked have a 60 day return policy which means you're eligible for those seller protections unless your service metrics have a "very high" rating.

That means you can withhold up to 50% (per eBay's guidelines chart) even if the buyer says "not as described" as long as there's buyer abuse involved, such as damaging the item, sending back something different, using the product and de-valuing it, etc.

[grovedistribution]

I am TRS and I do qualify for sure. I don't know why only some of my returns allow partial refunds. I will revisit this. I haven't had to deal with this in a long time, so maybe there's a setting  I need to change.

Edit: Yes, I do qualify for partial refunds. I am top rated and all metrics across the board allow for it. I will find out why I can only offer partial refund for some returns.

[wastingtime101]

There's no setting involved. It should be automatic on the return. If you don't see it, try reporting the buyer before processing the refund; that should trigger the partial refund option.

[grovedistribution]

I sent Ebay CS a message about it right before the case closed in favor of the buyer. Ebay re-opened the case this morning without me asking, and without being prompted, issued a 50% refund. Looks like someone was looking out after all. So far the partial refund option also seems to be working again. Don't need it for now, but I'll pay more attention to it for future use. Thank you for the info and help!!