Help with a refund PLEASE!

[thevintagewindow]

I have tried going through the steps that eBay outlined to get them involved, with zero results. Time is running out. I am a very reputable eBay seller but I am at my wits end with this buyer. eBay says how to ask eBay to step in, but "report problem" is not an option. I hope you can help.

Item arrived intact with no broken glass or major damage. Buyer reported only that a small decorative applied piece on the antique frame detached during transit. This is a minor, easily repairable cosmetic issue.

My attempts to resolve:

• Offered $20 partial refund — declined

• Offered $99 partial refund with buyer keeping the item — declined

Buyer now demands a full $277 refund including $178 original shipping. Shipping cost is non‑recoverable and the demand is disproportionate to the minor issue reported.

I have acted in good faith and the buyer is refusing all reasonable solutions. I am requesting eBay’s review to ensure a fair outcome. I am willing to accept a return, but I should not be required to refund original shipping when the item arrived safely and the issue is minimal.

[albertabrightalberta]

"Buyer reported only that a small decorative applied piece on the antique frame detached during transit. This is a minor, easily repairable cosmetic issue."

A "minor, easily repairable cosmetic issue" wasn't as described and is a result of your poor or inadequate packaging. Items are expected to be EXACTLY as described. 

If you get ebay involved, your buyer WILL get a full refund and will get to keep the item. You'll also have a defect on your account for not handling the dispute yourself. 

If the buyer opened a claim for NAD (not as described), you must accept the return and pay for return shipping if you want the item back. Your only other options (one of which was declined) were either a partial refund or a full refund without requiring the buyer to return it. 

Once you get the item back, you MUST issue a full refund to the buyer. 

[kensgiftshop]

If you get Ebay involved, it won't be a fair outcome.

Accept the return and you'll have to pay return shipping and give a full refund.

[stainlessenginecovers]

contacting ebay is for the BUYER, not you, the Seller. 

If item is not received EXACTLY as shown/described, the buyer has the right (and the ebay 30 day money back guarantee) to return it for a FULL REFUND; which would INCLUDE shipping costs. 

It is the SELLERS responsibility to get items to the Buyer in 1 piece (unless shown/stated otherwise... and even then (for another story/time). 

[kibble-net]

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@thevintagewindow wrote:

I have tried going through the steps that eBay outlined to get them involved, with zero results. Time is running out. I am a very reputable eBay seller but I am at my wits end with this buyer. eBay says how to ask eBay to step in, but "report problem" is not an option. I hope you can help.

Item arrived intact with no broken glass or major damage. Buyer reported only that a small decorative applied piece on the antique frame detached during transit. This is a minor, easily repairable cosmetic issue.

My attempts to resolve:

• Offered $20 partial refund — declined

• Offered $99 partial refund with buyer keeping the item — declined

Buyer now demands a full $277 refund including $178 original shipping. Shipping cost is non‑recoverable and the demand is disproportionate to the minor issue reported.

I have acted in good faith and the buyer is refusing all reasonable solutions. I am requesting eBay’s review to ensure a fair outcome. I am willing to accept a return, but I should not be required to refund original shipping when the item arrived safely and the issue is minimal.

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This is a risk you take when selling items whose shipping far outweighs the cost of the item itself.

The buyer received an item that was not as described - by your own admission.

You are SOL my friend.

[ryry-jj]

Get the item back and issue a full refund.   There is no "reasonable" solution....if any part of the item is not as described, the buyer can return for a full refund.  Getting eBay involved will not end well for you, neither will the buyer going to their bank source for a charge back .  This is just one of many hurdles sellers must face when deciding to sell on a market place facilitator...you need to follow ebay's rules and policies.   

You can try and work it out, as you have, but if the buyer isn't willing to work it out, then they return and get a full refunded

[buyselljack2016]

With return shipping exceeding the value of the item it may be time to just refund and walk away.

[soh.maryl]

Given the length of time you've been here, I hesitate to ask this, but seems like it needs to be asked: Have you ever read eBay's Money Back Guarantee?

In eBay's eyes, as well as probably the buyer's, the only reasonable solution is for you, the seller, to send a prepaid return label, and to refund in total upon receipt of the returned item.