How would you handle this return?

[ellekraka-0]

Been selling on eBay for a few years and have been fortunate to have maybe one or two returns, so I want to make sure I get this right,

Buyer purchased item Nov. 22 and I promptly shipped out. Received neutral feedback, very happy with one part, not happy with the other, felt condition was worse than listed. Buyer opened return request Dec. 23, not as pictured/described.   

In messages exchanged with buyer they admitted to cutting part of the item with a knife, so it's no longer in the condition that I mailed it to them and no longer in sell able condition. 

Am I on the hook to refund the full amount once they return it, or can I offer a partial refund given it's not in the same condition I sent it in?

[stainlessenginecovers]

If return case is opened as 'item not described' you have no choice but to accept/give them the return label and you cannot deduct anything (TR sellers can but NOT on INAD); or you'll have the 'option' to 'just refund' without providing/paying for a label.

You can 'try' appealing AFTER you refund; but seldom does that get anywhere. 

[kensgiftshop]

Right now, accept the return and provide the shipping label.

When it's returned, refund the buyer, then report the buyer for abusing the MBG and appeal the case.

[wenbus6]

If you offer 30 day return (free or not free) and you are top rated seller, you can take deduction upon receiving the return. I apply 30 day buyer paid return for most of my lists and 30 day free return for some. If buyer opened a not as described return, I think we sellers have to accept it and we can do the deduction up to 50% once received the return. It is not ideal in your case that the item is "no longer in sell able condition." But as far as I am aware of, this is the best we can get. 

If the item is high value meaning that even 50% is a lot of loss, I will reach out to ebay before issuing refund for other options I could have.

[ellekraka-0]

Thank you for all the helpful replies, really appreciate it. 

[kensgiftshop]

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@wenbus6 wrote:

If you offer 30 day return (free or not free) and you are top rated seller, you can take deduction upon receiving the return. I apply 30 day buyer paid return for most of my lists and 30 day free return for some. If buyer opened a not as described return, I think we sellers have to accept it and we can do the deduction up to 50% once received the return. It is not ideal in your case that the item is "no longer in sell able condition." But as far as I am aware of, this is the best we can get. 

If the item is high value meaning that even 50% is a lot of loss, I will reach out to ebay before issuing refund for other options I could have.

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That's only for remorse returns isn't it, not an INAD?

[nenu-5410]

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@kensgiftshop wrote:

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@wenbus6 wrote:

If you offer 30 day return (free or not free) and you are top rated seller, you can take deduction upon receiving the return. I apply 30 day buyer paid return for most of my lists and 30 day free return for some.

If buyer opened a not as described return, I think we sellers have to accept it and we can do the deduction up to 50% once received the return. It is not ideal in your case that the item is "no longer in sell able condition." But as far as I am aware of, this is the best we can get. 

If the item is high value meaning that even 50% is a lot of loss, I will reach out to ebay before issuing refund for other options I could have. 

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That's only for remorse returns isn't it, not an INAD? 

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No it's wrong of course, but a portion of the refund can be deducted for INAD returns as well.

eBay allowed this seller to issue a partial refund, on a return for INAD.