First experience with a return request - partial refund option?

[vonhonabon]

Been selling here for a long time and recently I had a return request for a brand new landscape rock light that was deemed to not match photos or description because it wasn't stone color. Seriously. There is a photo of the rock on the box depicting the color. There is a photo in my listing of the rock in the box where you can see the color. There are other listings with this exact item- the same color as mine. The seller used a guest account to purchase this (opened the day of the transaction) but messaged me from different account (with a long history) regarding the transaction. The message informed me that 'rocks were gray and black not tan' and that it was not the same rock that was described on the box. I do not accept returns so I called eBay and they advised me not to answer since he messaged from a different account than where the item had been purchased. Ebay told me not to worry (should have worried then) and that they looked at the conversation and noted details insuring me that eBay would be in agreement with me. 2 days later a return request comes in for item not matching photos or description. I call eBay and explained again what has transpired, and that I would like to refuse the return. I am always willing to make my buyer happy unless it is a blatant situation like this where they obviously did not look at the photos in the listing or ask if there was any question of color. Had it been anything where I made an error or damage/not working I would immediately refund the buyer. HOWEVER, this again to me, is abuse of eBay's money back guarantee. Anyway I called eBay and got a US based representative that advised me that because the return request stated doesn't  match photos or description, eBay will automatically refund him if I refuse the return. I complained then about the fact that I 100% believed that eBay would support me as a seller for this one and explained the money I was out for the free shipping and return shipping cost I would not recoup. She then told me it is reasonable to withhold those costs and deduct them from the return I issue. She also stated if the item has been used and/or can no longer be resold as brand new because of open packaging etc. I could also deduct for that reason as well. This is news to me- has anyone had any experience with this practice and would you mind sharing your situation and how it worked out for you? I had no idea that this was even an option to do a partial refund after accepting a return. Thank you in advance for chiming in!  

[house*of*paws]

Hi @vonhonabon 

 In order to ‘deduct’ as per rep’s suggestions … you would have had to have offered ‘30-day returns.

You cannot win by refusing a return … only lose more money than you would otherwise.

I’m very sorry this happened.  It does sound like buyer is straining to find a reason for returning the item … but that doesn’t change the situation.

[mtgraves7984]

There is  a seller protection available to TRS who offer (at least) 30-Day Returns which allows the seller to deduct from the refund up to 50% for the return of a destroyed/devalued item.

With your 'No Returns' policy, you can't use that protection. Moving forward, you might want to revisit that. Good luck.

[vonhonabon]

Thanks for the info- I called eBay back on that and they said that my return policy did not matter and that because I am a TRS I am eligible to do so. I guess I will be finding out! I will update this conversation when it all is settled. Still waiting for the return of the package now. I am happy that eBay does allow some leverage for us honest sellers when we encounter a problem like this one. Thanks again.

[vonhonabon]

Ebay says I am eligible to proceed because I am a TRS. I was told that my return policy does not matter. I am going to find out hopefully not the hard way! Again I was lucky enough to get a US based ebay representative whom I grilled with the information y'all had given me. Thanks for your imput on this- greatly appreciate your time.

[vonhonabon]

INPUT not IMPUT 🙄

[agemelee]

Sadly you will find out differently. You need to offer 30 day returns to invoke partila refunds. 

[janet9988]

https://www.ebay.com/help/policies/selling-policies/seller-standards-policy?id=4347

Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer - opens in new window or tab
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

An item is returned after it was used or damaged by the buyer

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If eBay steps in to help at any stage, you'll no longer be able to deduct an amount from the buyer's refund. Learn more about refunding the buyer.

[12345jamesstamps]

More than 50 % of men are color blind. I found out as a kid when I tried to get a job in a retail department store and failed the color test. So the color could be an honest mistake if it was a male.

And I feel it's important to make the buyer happy in any way. That first negative feedback really hurts. Some buyers wait until a month later to leave it. I had one for about a year. I sell a lot so it got buried after positive feedbacks. But I stared at that negative feedback for almost a year. In my own opinion, I prefer not to nickel and dime the buyer...just refund them and block them. My own opinion. I don't know how much was the purchase. And the buyer can always do a credit card dispute with you losing the payment and maybe a negative feedback.

[vonhonabon]

Ha Ha! Well the seller has decided to 'utilize the light' and has asked me to cancel the return shipping label that was sent to him! Grrr- thanks to all that shared an opinion here.

[vonhonabon]

Maybe- glad I don't have to find out this time! The buyer now wants to keep it. Thanks for the reply!

[vonhonabon]

I absolutely want my buyers happy- good advice... Thank you!

[mtgraves7984]

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@vonhonabon wrote:

Ha Ha! Well the seller has decided to 'utilize the light' and has asked me to cancel the return shipping label that was sent to him! Grrr- thanks to all that shared an opinion here.

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@vonhonabon 

Great news! You don't need to cancel the return shipping label... that will happen when the buyer closes the case.

[vonhonabon]

Why thank you! That was my next question 😂

[nh7235]

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@vonhonabon wrote:

Ha Ha! Well the seller has decided to 'utilize the light' and has asked me to cancel the return shipping label that was sent to him! Grrr- thanks to all that shared an opinion here. 

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I saw the light, I saw the light
No more darkness, no more night
Now I'm so happy, no sorrow in sight
Ha Ha Ha! @vonhonabon, I saw the light