Item returned with additional damage

[sigepzook28]

Hello,

I've been having a difficult time finding an answer to this specific situation, so hopefully I can find an answer or find resolution here!

I accepted a return on a sale (first time I've ever had to do this, I've been on eBay for 20 years) and the product was damaged after being used by the buyer. Before the purchase, the buyer asked for additional photos of the item and I provided them and then purchased said item. In the listing pictures and in the pictures provided to the buyer there was no damage, but, upon the return there is additional damage which has made the product either unsellable.

I have pictures to prove all of this but it doesn't seem like there is an option or a way to either talk to someone about this situation or send my pictures in for review. Additionally, I have reported the seller to no avail and my case is closed with zero feedback as to why even after explaining the situation in the reports. Through the automated agent I have made the attempt to "escalate this case" but I don't see how that will be possible unless I can explain the situation and show eBay the pictures.

Thanks again for giving this a read and for the - hopefully -  help.

[stainlessenginecovers]

This site has a system for Top Rated Sellers- allowing 'up to 50% deduction' on a refund. If you are TRS, you will see it when you refund. If you are not, then you cannot deduct. If you do not refund a return that had an 'opened return' case' and tracking shows it was delivered, ebay will do it for you and give you a HUGE ding on your account (couple of those and you won't be selling).

There is no need to 'talk' to anyone at ebay because a.) this site is automated b.) there is nobody to talk to that has ANY power to do ANYTHING

[sigepzook28]

stainlessenginecovers,

I'm not a TRS and I'm  aware of most of what you said. From the gist of it you're saying I'm SOL? 😂

You've made a ton of sales, is this something you've run into before?

[lakefor94 · Accepted solution]

@sigepzook28 

Unless you are TRS and at least accept 30 day returns or a non-TRS with free 30 day returns, you more than likely cannot deduct anything during the return process.

Your photos mean nothing to eBay. If the case is closed, it is closed. 

If you allowed eBay to decide and close the case, you took a hit on your Transaction Defect Rate.  Check your Seller Level details to access that damage, if any.

[stainlessenginecovers]

Yes, you are SOL. The 'up to 50% is the compromise for sellers that ebay came up with a few years ago. If you are not TRS, then that's it. Pictures are no proof as you could be showing a picture of a.) something else b.) something YOU damaged c.) something you found on google d.) the item you used 'photoshop' to 'show' it was broken etc. etc.

By the way- the 'escalate' to ebay, although available for sellers..is NOT for sellers. All it does is 'hurry up the process of siding with the buyer. 

It's like this. Buyer buys; buyer don't want, buyer opens return, buyer ships back, tracking showed it was delivered, seller has 48hrs to refund or ebay will do it for the seller and DING the seller HARD for having to do this (happens twice and you could be gone from selling, for good)

[sigepzook28]

My TDR is fine, no dings on it.

@lakefor94thanks for confirming what stainless said and responding. That's what I was thinking but I was holding out some hope.

[sigepzook28]

Just saw your response @stainlessenginecovers and I appreciate your help on explaining everything to me! Thanks again!

[kensgiftshop]

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@sigepzook28 wrote:

stainlessenginecovers,

I'm not a TRS and I'm  aware of most of what you said. From the gist of it you're saying I'm SOL? 😂

You've made a ton of sales, is this something you've run into before?

---

Yep, that's what they are saying.

[alleymob]

The gist of this is that buyers can be real **bleep**s and sellers have to just deal with it because eBay does us such great favors in allowing us to sell across the world via their "autobot" system. They (eBay robots) always favor the buyer anyway, so just chalk it up as a loss and cost of doing business online. 

[kh-adrian]

Hi everyone,

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

Thank you for understanding.