How can sellers send a partial refund for a returned item received back with damage?

[ccex]

I sold a recent computer motherboard with 1150 tiny metal pins in the processor socket. I removed the processor, included a picture of the perfect socket in the description and immediately wrapped the item with a plastic socket protector 1/4" above the pins. Five days after the buyer received it he started a return request stating that the item was damaged, although the packaging was not. The buyer sent two clear photos of the damaged socket pins but insisted that the pins were that way when he removed the bubblewrap and socket cap. eBay automatically accepted the return with return shipping at my expense. I received it today, with the damage as shown in the buyers photos and everything else exactly as I had packed it, including the same box. USPS did not damage anything. I am good at straightening pins, but I could not repair these, so the item is still unusuable and worth only scrap value. I asked ebay for advice on how they handle returns when it is the buyers word against the sellers word as to who made a returned item unusable. A customer service representative told me the best option is to issue a partial refund of 50% or 60%. However, he could not tell me how to do this. eBay's returns process only gives me the option to send a full refund and short message. My list of orders no longer has any refund option for this transaction. I called eBay Managed Payments, and a customer service representative there told me to ask the buyer for his email address so that I could send him a partial refund through PayPal (!) She admitted that she was unable to send the buyer a partial refund on my behalf. I asked her to tell her supervisor to let eBay returns support know that partial refunds are no longer an option for sellers using eBay Managed Payments, but am not holding my breath.

[basicshoe]

Ebay is trying to take over the transactions - this makes no sense! Shouldn't you be given a chance to resolve the issue with the buyer 1st before they intervene? 

[pethorizons]

You're assuming that ebay will uphold a fair resolution between buyer and yourself. Just like Amazon's policy, the buyer is always right. The seller has no representation, and eventually, like on Amazon, buyer's learn quickly how to dupe the rules, leaving zero opportunity for the seller to correct a wronged situation

[stolarsj]

Read the USER AGREEMENT.  Ebay decides to refund. There is no more dispute process. Any of you that have managed payments, need to learn how to read. You agreed without reading the user agreement ?

[stolarsj]

You're right. FROM NOW ON,

AND FROM WHEN MAD MEG WAS AT THE HELM OF THE PIRATE SHIP,

EBAY DECIDES DISPUTES.  BUYER IS ALWAYS RIGHT, NOW MORE THAN EVER.

People assuming Ebay is a fair place are morons.

The dispute process has changed. People keep posting the SAME STUPID QUESTIONS, WITHOUT READING THE USER AGREEMENT

[ynotmore]

My only recommendation is to report the buyer as abusing the return policy. It may or may not affect the refund process . If enough sellers have reported similar issues with the same buyer, the case may be closed in your favor. 

Sometimes, the best you can do is help others not suffer the same mistreatment.

[disneyshopper]

Top rated sellers with free returns or 30 day returns are suppose to be able to withhold up to 50% of a full refund if the item is returned in a condition worse than when shipped.  Has this changed because the seller is in Managed Payments?

[ccex]

Yes.  I contacted someone else to clarify eBay's policy.  I asked "If a buyer damages an item and returns it, must the seller issue a full refund?"  The answer was "yes, unless the seller is Top Rated, in which case he/she can send a 50% refund or higher through PayPal, and eBay will refund the remainder to the buyer."    Unfortunately, eBay does not give sellers the buyer's email address which they would need to send a refund through PayPal.

[isellthings93]

That’s ridiculous 

[monster-deals]

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@ccex wrote:

A customer service representative told me the best option is to issue a partial refund of 50% or 60%. However, he could not tell me how to do this. 

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They couldn't tell you how because there is no such thing as a 60% deduction.

[jahood1984]

Ive been here a few times, if you don't accept the case eBay will refund and you lose money and item.  You want to accept and send a label if you want it back, depending cost of board and shipping if may not be worth it, I've both refunded without returning and paid for returns on various boards.  I had a user bend pins on a very expensive board once and when I got it back I shipped it to a eBay members service who had the right equipment to replace the whole socket.  Cost me 75, I paid to send and the 75 covered returning, I also lost 30 shipping on the return but it was a 350 dollar board.  Also I've sold lots of boards for parts and repair for tons of reasons, what they need and what they normally sell for will determine what it goes for but chances are if it's not a $30 board that your at a loss over just shipping, there's a big array of members who buy mobo boards to fix them.  They guys who can socket press but up bent pin boards and plenty others will even work on caps, they are pretty easy to work on so all hope isn't lost

[kh-gary]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.