How to give PARTIAL refund to buyer who requested return due to PROVEN false inauthenticiy claim?

[live4lv]

Buyer opened return request choosing reason "item doesn't seem authentic" and further said in reason for return that the item I sold (and eBay allowed to re-list more than a dozen times and the brand is really picky and if anything looks slightly off, eBay will end your listing) "doesn't have the brand stamp" DOES INDEED HAVE THE BRAND STAMP.  

So, I haven't yet accepted the return.  I realize people like this can be a pain and likely saw the same item at a better price and now just don't want it and will force a return under the MBG by stating the wrong reason, because I can't believe after all that she actually missed the brand stamp both on her item as well as the auction closeup photo and the brand stamp's description in the listing!  I'd rather just get rid of her and let her return it but here's the thing:  the order was over $750 and though she got "free" shipping, I had to pay $16 to ship it to her and the FVF was $96 and I want her to pay to ship it back to me and not let eBay give her a prepaid label by taking even more money away from me for this false claim under the MBG.  Basically, all I want to be out is the 30 cent nonrefundable "order fee" that eBay won't give back to me.  I don't want to pay for shipping either way and I want my FVF back.

So, can I issue a partial refund minus what I paid to ship it to her in the first place and also avoid having eBay give here a prepaid shipping label?  I don't have a store and I sell just a handful of items per year, so I'm not a Top Rated Seller; my rating is just "above standard".  I'm in Managed Payments so I have no idea how she paid.  I haven't accepted the return yet, I haven't asked eBay to step in (I've seen on the boards it's a no-no) but I did message the buyer through the Return link in Seller Hub and say very nicely, it's authentic the reason you gave for thinking it's inauthentic because it's missing the brand stamp doesn't make sense, it does have the brand stamp.  Here's what it looks like, where it is and furthermore, I'm attaching the same photo of the brand stamp from the listing.  Then  I called eBay CS immeditaely afterward and asked if I could partially refund and they just took notes and agreed my pictures and listing description were awesome and I did show authenticity and furthermore, the auction would have been taken down if there were authenticity questions as this brand in particular is really aggressive BUT they didn't tell me what to do.  More details on this below.

FIRST, I messaged the buyer instead from the Returns area in Seller Hub and told her that I saw the reason she chose (doesn't seem authentic based upon the claim there's no brand stamp), but that the brand stamp is indeed there, told her what it looked like and where to find it, told her this stamp and its location was shown in a closeup photo in the auction listing, and included that exact same photo again in my message in case she missed it.  And, I have not yet accepted the return, I'm waiting to see what she says.  Maybe she really did miss things and she might decide to keep the item.

SECOND, I immediately called ebay CS and told them what happened.  The rep looked at my photos and listing description and said , yeah, everything proving authenticity is there, I can see the brand stamp in your photo even though the buyer is saying it's not there and there is no way you would have been able to re-list this thing a dozen times until it sold as this brand is really aggressive and the isting would have been taken down the first time if you hadn't done all of those things. And, you've pointed all of this out to the buyer just today in the returns center, so it's clear that she shouldn't be claiming inauthenticity.  But, when I asked how I could make the buyer return it at her own expense and not issue her a prepaid return label, the CS rep didn't answer.  Nor did the CS rep answer whether I could give the buyer a refund minus my cost to ship to her.  It's the first couple hours of the return request, so the CS rep said to wait to see whether the buyer responds and that she's noted all of this in my account.  I also told the rep that I have another of the exact same item in a different size, and that the brand stamp on the item I sold matches the stamp and location on the item I still have in my possession and i can share photos.  The rep said that wasn't needed now.

What are the next steps I could take if the buyer doesn't back down from the inautheticity claim and forces this return?  Again, I am trying to avoid a defect and also to get my FVF fees and the $750+ item back and make the buyer pay for shipping both ways since her claim of inauthenticity isn't correct and the basis for her claim (the brand stamp missing) isn't true- the stamp is there!

[albertabrightalberta]

If the buyer opened a NAD dispute, accept the return, pay for the return shipping label and issue a FULL refund upon receipt of the return. 

Authentic or not, you will end up giving the buyer a refund and if you refuse, ebay will allow her to keep the item and will take the money from you to reimburse her.

[house*of*paws]

Hi @live4lv 

I'm very sorry this happened.  Sadly, you are NOT going to get everything you want ... BUT you will lose far more than you realize if you do not 'accept the return' AND provide a prepaid shipping label for the buyer to return the item.

Since you have a 'no return' policy' ... this is what will happen if the the buyer asks eBay to 'step in' ... which they'll be able to do 3-4 days after filing the return case:

• eBay likely will refund the buyer with your money and let them keep the item.
• You will receive a 'defect' for not handling the problem yourself.
• You will forfeit all your fees.

You have no way of winning the case ... once the buyer has claimed the item is 'not as describe' in some way, which they did.  You can only lose far more than you would if you accept the return.

And just in case the above is unclear:

• You cannot make the buyer pay return shipping.
• You cannot deduct money from a refund.
• You cannot prove the item is authentic.

[fab_finds4u]

I stopped reading on the second paragraph after you said you haven't yet  accepted the return.

If you want the item back you need to accept the return and furnish a return label ASAP.

If the buyer asks for help or escalates the return you will end up refunding and sometimes the item isn't returned when eBay steps in the case.

Partial refunds and letting them keep the item isn't possible if they claim it's not as described/not authentic. You have to refund in full when tbe buyer says it's not authentic.

Hurry and provide a return label before they escalate the case.

[live4lv]

@house*of*paws and  @albertabrightalberta did you see the point about how the buyer has based the claim of inauthenticity on a missing brand stamp yet the brand stamp is indeed present and I have photographic proof that was shown in the listing?  How can eBay accept the buyer's claim it's not there when it disagrees with the facts and I have photos of its presence which the eBay CS rep I spoke with already acknowledged?

It seems that both of you are telling me that buyers can indeed make false claims under the MBG even though the buyer policies state that they are not allowed to do that, eBay doesn't actually enforce their own policies for buyers and sellers just have to take it.  That's bizarre if true.  I'd like to know if anyone else out there has had a different outcome with a case like this since I'm sure it happens a lot:  buyer's remorse and they just choose the wrong reason to be able to get a free return.

I know a lot of eBay sellers disagree with not taking returns but I have good reasons for doing so. I don't allow returns because I sell top designer items that could be returned with fake items.  And, they're expensive and cost a lot to ship due to the insurance I purchase to cover myself in the event it goes missing or damaged in transit.  I'm a casual seller and literally sell at cost, literally making just a few dollars or less and even sometimes losing a bit of money.  So, taking returns would cause me to lose money on every sale or lose even more than I did in the first place.  

[live4lv]

I wish you hadn't stopped reading because the reason the buyer claimed inauthenticity, a missing brand stamp, is indeed present and i showed it to her AGAIN.  So, the buyer made a false claim of inauthenticity.

[kensgiftshop]

---

@live4lv wrote:

 which the eBay CS rep I spoke with already acknowledged?

---

If you got Ebay involved, it's probably already to late.

You need to accept the return and send them a return shipping label, if you still can.

[kensgiftshop]

---

@live4lv wrote:

I wish you hadn't stopped reading because the reason the buyer claimed inauthenticity, a missing brand stamp, is indeed present and i showed it to her AGAIN.  So, the buyer made a false claim of inauthenticity.

---

It doesn't matter, what matters is what the buyer says.

[house*of*paws]

---

@live4lv wrote:

I wish you hadn't stopped reading because the reason the buyer claimed inauthenticity, a missing brand stamp, is indeed present and i showed it to her AGAIN.  So, the buyer made a false claim of inauthenticity.

---

@live4lv 

eBay simply doesn't have the staff or finances to investigate every situation where a seller disagrees with the buyer's reason for wanting a refund ... so, yes, MANY buyers are getting away with filing false return requests.  This is especially true when a seller has a 'no return' policy.  Buyers have to lie in order to get a refund.   ☹️

eBay utilizes automated processes to handle returns.  'Bots' cannot read explanations nor review photos.  They simply side with the buyer and issue an automatic refund.  The seller has no recourse to get their item back once that happens.  Your 'proof' means NOTHING. 

I'm concerned that you aren't understanding what will happen if you fail to accept the return.  PLEASE reread my previous post so that you understand the risks involved.  You seem to think that there must be some solution out there if you keep explaining about 'brand stamp' ... apparently because you talked to sympathetic CS reps.  Those reps are paid to be sympathetic.  They cannot help you avoid the consequences (probably) millions of sellers have faced in your situation.

[fab_finds4u]

I went back and read and whoever you talked to was blowing smoke up your skirt. Your pictures or description isn't proof of anything and eBay doesn't make the buyer prove their claim. That is the truth. Had the rep you talked to wanted to they would've went ahead and closed the case in your favor. They didn't do that did they?  They might have cleared you of a counterfeit claim on your record but you will still be forced to refund. 

YES, a dishonest buyer can always make a false claim and eBay's remedy is they get their money back and you get your item back if you provide a return label because that's how eBay resolves cases. They used to decide on a case by case basis but that was many moons ago. Now sellers have no choice but to accept the return if the buyer claims unauthentic.  AFTER you refund you can appeal and eBay might reimburse the label cost.

[stacy_pme]

NOT ALWAYS!   I have refunded 50% and buyer cried and complained.... ebay ended up covering the other 1/2, and didn't charge me a dime.

[stacy_pme]

And this is why... you accept the return.... get the item back in your hands, and *IF* you get the right item back, you can do a partial return for it being used.   *IF* the item you get back is *NOT* yours,  then you need to call customer service immediately.  ALL of this is done BEFORE the Refund - *IF* the item is *NOT* what you sent 🙂   THEN after all of that.... If the reason for the return is faulty, you file a complaint against the buyer for wrongful return, and forcing a return through NAD - so that they force a return on a non-returnable item.

[buyselljack2016]

As has been posted,

it does not matter that the item is as you stated. It only matters what the buyer claims.

it does not matter that eBay CS agrees with you when you call.  It only matters what the buyer claims.

------------------------------------------------------

I don't allow returns because I sell top designer items that could be returned with fake items.

-----------------------------------------------------------

You may not allow returns for that reason, but that has nothing to do with eBay policy.

You do not have to "accept" returns , but you will have to refund. eBay "allows" returns.

The options have been presented. You need to choose how to proceed. Either way, you may, or may not get back the same item that you sent.

[buyselljack2016]

@stacy_pme 

As the OP does not accept returns that may negate the "with hold up to 50%" option.

[wastingtime101]

---

@stacy_pme wrote:

NOT ALWAYS!   I have refunded 50% and buyer cried and complained.... ebay ended up covering the other 1/2, and didn't charge me a dime.

---

You're a TRS. OP is not TRS and has a no returns policy. OP has no options to withhold after the item is returned.

You were still charged FVF. eBay doesn't credit FVF on partial refunds.