What if one item is broken but you want to keep the rest?

[bibbles6598]

I bought a lot of 4 Christmas ornaments. They are rare liquid filled ornaments. One arrived broken. The seller did a good job of shipping. She had each ornament in its own small box with peanuts in a larger box with peanuts. A+ effort there. Where she fell short was each ornament didn’t have quite a thick enough cushion around them and one broke as a result. She didn’t do terrible there, she just needed an extra layer of tissue and bubble wrap around each ornament. I just want 1/4 of my money back. I want to keep the other three. They are in great shape and I don’t want or need to return those. I just want a 1/4 refund for the broken one. Seller said I have the box so I need to file a claim with UPS as she can’t do it. I know it’s her duty to do that but I created an account and tried anyway. The box is not damaged AT ALL. It won’t let me file a claim (UPS) it told me to contact the seller. Which I dod but she’s not responding. Only option is see it to request a return. Why can you not open a case as “item not described” anymore? I don’t want to return the whole order, I just want a partial refund. I’m afraid if I submit a return eBay will make me return everything to get a refund but these ornaments are hard to find and I don’t want to return the other three. What do I do?

[spark-chaser1]

This won't answer your question, but - what kind of ornament was this? The reason I ask is some types contain fluids that are not- so- nice. Handling such should be done with caution, and if broken / spilled, even more so.

[viridel_us]

Talk to an eBay representative.  I assume you've taken pictures and sent them to the seller, and an eBay rep will be able to review correspondence.  It's in everyone's best interest to have the sale be 3/4 completed, and the seller is being difficult in the clear hopes that you will go away.  eBay CAN override a seller decision when applicable information has been documented, and it sounds like you have been entirely reasonable in this circumstance.  If you want to give the seller one more chance then tell them you will get eBay involved if you have to, in order to process the partial refund, but you would prefer to avoid the confrontational nature of opening a case, and the associated poor feedback that will inevitably result in.

If the seller is willing to take a feedback & compliance hit over something that they will clearly lose anyway, then as the saying goes, you can't fix stupid.

[stuff4divas]

@bibbles6598  you'll have to return the remaining items to receive a refund since the seller is not co operating with you on a partial refund. click on 'return this item' next to the purchased item and choose 'damaged' as the reason. the seller will then have to send you a pre paid return shipping label.

[stephenmorgan]

Start your Item not as Described or Broken Claim.  Once the seller receives the Claim they have the option to  offer you a partial refund or they can provide you a Shipping label to return everything for a complete refund.

[spark-chaser1]

The OP should consider that if these ornaments are broken and contain methylene chloride or other fluids of a potentially harmful nature they may be subject to an additional criteria for shipping. Contaminated packing materials and such in my opinion should be considered as hazardous until confirmed otherwise. 

[simba6]

Click the contact the seller button. There is a attach photos button.  Let the seller know what happened and include photos.  They may offer to part refund to save losing shipping both ways in a return.

[nenu-5410]

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@simba6 wrote:

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@bibbles6598 wrote:

it told me to contact the seller. Which I dod but she’s not responding. Only option is see it to request a return. 

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Click the contact the seller button. There is a attach photos button.  Let the seller know what happened and include photos.  They may offer to part refund to save losing shipping both ways in a return.

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Why would you tell the OP to contact the seller when they said that they already dod? It's like telling them to walk outside when they already walked outside!

[nenu-5410]

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@stephenmorgan wrote:

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@bibbles6598 wrote:

I don’t want to return the whole order, I just want a partial refund.  The box is not damaged AT ALL.

Only option is see it to request a return. Why can you not open a case as “item not described” anymore?

What do I do?

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Start your Item not as Described or Broken Claim.  Once the seller receives the Claim they have the option to  offer you a partial refund or they can provide you a Shipping label to return everything for a complete refund. 

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Even though you Why can you not open a case as “item not described” anymore?

go ahead anyway and Start your Item not as Described or Broken Claim. 

1. This will give the seller the option to offer a partial refund for 25% and let you keep everything, no return needed. 

Then if you accept the offer, eBay will issue the partial refund and close the case.

2. Otherwise, if PayPal is how you paid, abandon the return request at eBay to request a partial refund through PayPal. 

3. Finally, you can ask your card issuer, to ask Adyen or PayPal, to ask eBay, to ask your seller for a partial refund and let you keep everything. 

If that's how you paid, call your card issuer to file a chargeback for a partial, not the full amount.

[stephenmorgan]

I believe that even if the buyer rejects the partial refund the seller still has the option to accept the return for a complete refund.

It happened to me once with a automotive part that did not fit.  Offer thru eBay from Seller offered a 50% discount if I kept it.  But the discount did not matter to me.  No amount of discount was going to make the part fit so I declined the offer.  Seller issued shipping label and I returned the item, no problem.

[nenu-5410]

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@stephenmorgan wrote:

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@nenu-5410 wrote:

Then if you accept the offer, eBay will issue the partial refund and close the case.

2. Otherwise, if PayPal is how you paid, abandon the return request at eBay

-- to request a partial refund through PayPal. 

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I believe that even if the buyer rejects the partial refund

-- the seller still has the option to accept the return for a complete refund. 

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Yes, if the seller does not offer the correct partial refund amount at eBay

-- the buyer buyer can "abandon the return request at eBay"

to request the correct partial refund through PayPal.

[house*of*paws]

Hi @bibbles6598 

eBay has never supported a partial refund ... meaning they won't insist on the seller issuing a partial refund if either the seller or buyer doesn't agree to one.  All eBay will do is ensure that the buyer receives a full refund (upon return of the item at the seller's expense) if the item is 'not as described' (NAD) in any way.

You haven't made it clear whether you have discussed a partial refund with the seller yet.  It does seem to be in both your interests for the seller to refund 25% of your payment ... but it will still be up to the seller whether to do that.  

It's still possible to open an NAD case ... but it's currently part of a 'return request'.  You simply choose 'Item doesn't match description or photos' as the reason for wanting the return.

I would contact the seller again and tell them that you would prefer to be compensated for the broken ornament ... but that you are willing to open an official 'return request' if that is what the seller prefers you do.  

Then base your decision on what to do next after hearing back from the seller.  Good luck!

[janet9988]

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@viridel_us wrote:

Talk to an eBay representative.  I assume you've taken pictures and sent them to the seller, and an eBay rep will be able to review correspondence.  It's in everyone's best interest to have the sale be 3/4 completed, and the seller is being difficult in the clear hopes that you will go away.  eBay CAN override a seller decision when applicable information has been documented, and it sounds like you have been entirely reasonable in this circumstance.  If you want to give the seller one more chance then tell them you will get eBay involved if you have to, in order to process the partial refund, but you would prefer to avoid the confrontational nature of opening a case, and the associated poor feedback that will inevitably result in.

If the seller is willing to take a feedback & compliance hit over something that they will clearly lose anyway, then as the saying goes, you can't fix stupid.

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The buyer can not strong-arm a seller into giving a partial refund. Ebay will not force a selelr to do so either.

The buyer CAN file an item not received claim and ship the full item back to the seller for a full refund. 

Ebay will not give a partial refund on the seller's behalf as the seller has the right to expect the item to be returned and give the buyer a full refund.

NO.... the OP should NOT threaten negative feedback if they do not get a partial refund. That is a policy violation.

The seller would be IN COMPLIANCE with ebay policy for requiring a return for a full refund.

[ms.rodriguez*]

First, you need to educate the seller that insurance claims are filed by the seller since the money goes to the seller. Why?  Because the buyer has Ebay's money back guarantee.  Buyers do NOT need insurance. Let her know that you will be opening an item NOT AS DESCRIBED CASE and she should be ready to give you a full refund.  In addition, she will have to provide a return shipping label AT HER COST.   So start re-packing the items.  Add more cushioning and place each item in it's own plastic bag and seal it.  

If the item was insured, the seller has to file the claim.   They can ask the buyer to please retain all packaging materials for the inspector to look at.  (Toss the broken one since the liquid could be dangerous but take a few photos.)  The only way that the seller gets the insurance money is if the buyer cooperates.  They may have to fill out a form or take the items to the post office for inspection.  But in the meantime, the seller is supposed to reimburse the buyer.    Don't get too attached to the other 3 ornaments.  In some case, the post office keeps the items when they pay an insurance claim.  UPS is probably the same.  Insurance does not pay out 25%.  They either deny the entire claim or pay the entire amount.  Goodluck.

[xadexane]

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@ms.rodriguez* wrote:

First, you need to educate the seller that insurance claims are filed by the seller since the money goes to the seller. Why?  Because the buyer has Ebay's money back guarantee.  Buyers do NOT need insurance. Let her know that you will be opening an item NOT AS DESCRIBED CASE and she should be ready to give you a full refund.  In addition, she will have to provide a return shipping label AT HER COST.   So start re-packing the items.  Add more cushioning and place each item in it's own plastic bag and seal it.  

If the item was insured, the seller has to file the claim.   They can ask the buyer to please retain all packaging materials for the inspector to look at.  (Toss the broken one since the liquid could be dangerous but take a few photos.)  The only way that the seller gets the insurance money is if the buyer cooperates.  They may have to fill out a form or take the items to the post office for inspection.  But in the meantime, the seller is supposed to reimburse the buyer.    Don't get too attached to the other 3 ornaments.  In some case, the post office keeps the items when they pay an insurance claim.  UPS is probably the same.  Insurance does not pay out 25%.  They either deny the entire claim or pay the entire amount.  Goodluck.

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So the OP should throw away the broken ornament right now, securely repack the remaining 3 ornaments, then keep the original packing for the inspector to examine?