Refunds

[partfinds]

I have a question to  those that offer 30 days free returns as I do for many years. I think something is changing in Ebay system. 
I recently had false not as described case opened against me - detail in the picture. Parts have clear part nrumbers on the items and I include manufacturer fitment guide in item description.

i received item back and refunded fully minus original shipping as allowed and covered by seller protection when buyer falesly claims item is not as described or pictured when they don’t match part nr. 
Now Ebay keeps case open and states they wait for buyer to confirm refund received. It only happened (buyer confirming refund received) when I issued partial refund (full refund minus original shipping was closed automatically and not treated as partial refund). It wouldn’t happen when I issued full refund minus shipping. Is Ebay changing policy or they run some test on me in preparation of policy change or their system got messed again when updating? Is Ebay changing seller protection? Are we not going to be able to keep original shippping?

[pjcdn2005]

i received item back and refunded fully minus original shipping as allowed and covered by seller protection when buyer falesly claims item is not as described or pictured when they don’t match part mr

When a buyer files an item not as described return request we have always been required to refund original  shipping even if the buyer opened a false not as described claim.  Once that has been done, you can report the buyer for misusing the money back guarantee and in some cases eBay will compensate you the cost of the return shipping.  

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Sell...

[lakefor94]

"i received item back and refunded fully minus original shipping as allowed and covered by seller protection when buyer falesly claims item is not as described or pictured when they don’t match part nr. "

OK, go ahead and post the seller protection policy where sellers can withhold original shipping on a "seller rendered decision" claiming a false INAD return. 

[partfinds]

Aparently, @lakefor94 and @pjcdn2005 hve no idea what i am talking about. It looks like you don’t accept returns and can’t speak from experinece. I specifically was asking for opinion from those that do accept and offer 30 days free returns and do refunds minus original shipping. I have always done that and cases were closed automatically after refund. Not sure what happened this time and that was my question which you guys didn’t help answering.

[lakefor94]

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@partfinds wrote:

Aparently, @lakefor94 and @pjcdn2005 hve no idea what i am talking about. It looks like you don’t accept returns and can’t speak from experinece. I specifically was asking for opinion from those that do accept and offer 30 days free returns and do refunds minus original shipping. I have always done that and cases were closed automatically after refund. Not sure what happened this time and that was my question which you guys didn’t help answering.

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Been doing Free Returns for 6 years on 1200 listings. I will ask again since I have "experience" with Free Returns. I will attempt to make the request more clear.

@partfinds 

Go ahead and post the seller protection policy where sellers that offer 30 day free returns can withhold original shipping on a false INAD return. 

[partfinds]

@lakefor94 aparently you are not doing refunds minus original shipping as you can not speak from experinec instead you are asking for policy quotes which tells me you have bothing to say that would help anyone. Thank you

[partfinds]

If keeping original shipping was not allowed than I wouldn;t have that option which seems it surprises you that I could keep the original shipping at refund. It seems you are not familiar with refunding fully and keeping slider off for shipping.

[lakefor94]

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@partfinds wrote:

@lakefor94 aparently you are not doing refunds minus original shipping as you can not speak from experinec instead you are asking for policy quotes which tells me you have bothing to say that would help anyone. Thank you

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I am asking for policy quotes that you refuse to provide as it seems you are making up your own refunding policies which might be why your refund transaction is under review by eBay. 

If myself and others have been doing it wrong all along, I am not going to just take your word for it. Where is the policy?

Below is what I can deduct from a refund as a TRS with 30 Day returns.

The false INAD is explained as well.

Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

If the report qualifies:

• We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described
  • The subsidy will be credited on your monthly invoice
  • For transactions to be eligible you must report the buyer - opens in new window or tab
  • Credits will be applied where we determine the buyer made a false claim
• We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics

An item is returned after it was used or damaged by the buyer

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

FAQ

What should I do if I receive a false item not as described claim?

Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

[partfinds]

Aparently Ebay keeps the case open because they think buyer that cheats system deserves MBG and they waiting for buyer to open one to go for original shipping that I kept due to this case being remorse (not matching part nr) . Shipping cost back and forth is not equal to original shipping . So I still have loss on this order and I don’t know what the true reason for return was but item video was submitted to buyer (he couldn’t claim it was not working properly). Obviously Ebay tries to get buyer to file MBG here although I am protected and can make partial refunds to buyers per Ebay policy which may include between 0-50% and original shipping amount. In this case deduction was 0% + original shipping.