Returned item

[nevroica42]

I sold  new with tags Andrianna Papell top.  Buyer did not like and returned it in used condition.  Tags missing and smelling very strongly of perfume.  What should I do?  I do not want to give her a full refund.  I'm losing out on a new with tag item

Thanks for any information you can give me.

[lamber9347]

@nevroica42 

How to handle a return request as a seller | eBay

What to do if an item is returned used or damaged
Once you receive the item back, you need to refund the buyer. However, if the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value.

If the return is eligible, you'll see the option to deduct a specific amount or a percentage when you refund the buyer through the return request. Once you've sent the refund, we'll keep the return open for up to 10 days so that we can help the buyer if they ask us to step in, but because you're protected there's nothing more for you to do.

See our seller protections for full details of eligibility and how we protect you in these situations. Keep in mind that you're not eligible for fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you’ll no longer see this option if eBay steps in to help with the return. 

[nevroica42]

Thank you very much for a quick reply.   Selling many years and first return in such a poor condition.