Additional Refund Request after Refund Already Given

[stz_auctions]

I sell patches online from various Police, Fire and EMS departments. My buyer bought 21 of them and upon buying them we agreed that I would refund her $26 in shipping, since I would ship them in an envelope together, saving her a boatload. 

She gets it and says not all 21 were there, which I KNOW for a fact they were, she said she would want a partial refund for the 'missing' ones, since she doesnt have them.

My question is, if I already sent a refund ($26), can she force eBay to take more money. I have tracking from USPS that says delivered. The sale was a few weeks back so I am unable to add USPS tracking info right now.

Thanks!

[asset_liquidators]

No good deed goes unpunished. You saved her $26 so now she wants another pound of flesh. I would reiterate to her that ALL the patches are there. If she opens up a dispute you will need to respond to it. If she opens a "not as described" (which I am guessing she will since this isn't her first time shaking someone down) then you will just need to accept the return and send a prepaid return shipping label.

If she opens up an "item not received" case then you will need to respond promptly to the case and upload the tracking number.

Also, "The sale was a few weeks back so I am unable to add USPS tracking info right now." What did you mean by this? Did you not keep a record of the tracking number?

[stz_auctions]

I originally sent it in a plain envelope and was returned to me due to not enough postage. I used First Class Mail and Pirate Ship to generate a tracking # second time around and now shows delivered. (I just added in the same tracking # for each patch as they were in 1 envelope together). 

I was hoping it would be like PayPal where once a refund is given, that is it for the transaction and nothing else can be done. 

[albertabrightalberta]

If she opened a claim for NAD because she says she didn't get the 21 items she bought, you have 3 options. 

1. Offer a partial refund (which is what she wants)

2. Issue a full refund (without requiring a return - which is NOT what you should do)

3. Tell her to return for refund with you paying the return shipping. Chances are that she'll keep those she wants and return the rest of them.

After receiving the return, you can report the buyer. 

[luckythewinner]

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My question is, if I already sent a refund ($26), can she force eBay to take more money. 

Yes she can force a refund by filing a Not As Described dispute. If giving a partial refund prevented a buyer from filing a dispute and getting a full refund, then unscrupulous sellers would send an empty box and then give partial refund. 

I have tracking from USPS that says delivered. The sale was a few weeks back so I am unable to add USPS tracking info right now.

"Having" tracking means nothing unless you add it so eBay can see it. (Why didn't you add the tracking at the time you shipped it?)

But regardless, tracking does not protect you from a Not As Described dispute. 

[stz_auctions]

But if I have the tracking number that shows delivered, what can she do once I show that? I know eBay will try and screw me... but I just want to be done with her, I just ignored her, hoping the 30 days would go by so nothing can be done and I can block her.. and if she says they didnt arrive in feedback, with tracking info any negative feedback from her can be deleted (i have had it done in the past)

[stz_auctions]

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@luckythewinner wrote:

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My question is, if I already sent a refund ($26), can she force eBay to take more money. 

Yes she can force a refund by filing a Not As Described dispute.

If giving a partial refund prevented a buyer from filing a dispute and getting a full refund, then unscrupulous sellers would send an empty box and then give partial refund. 

I have tracking from USPS that says delivered. The sale was a few weeks back so I am unable to add USPS tracking info right now.

"Having" tracking means nothing unless you add it so eBay can see it. Why didn't you add the tracking at the time you shipped it? 

Because I shipped it with a regular stamp/envelope first and didnt get tracking. When it came back, I used Pirate Ship and got a tracking #. It has since (in the past 10 mins) been added to the order showing shipped & delivered. 

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[dbfolks166mt]

     First separate the apple and the orange. The apple was the $26 refund you provided for the shipping discount. Something I often do as well. Now for the orange. 

     First has the buyer opened some type of official eBay claim, probably a NAD, or are they just asking for a partial refund through a message? If it is through a message you are under no obligation to issue a partial refund and in fact it may be a phishing expedition but the buyer to see if they can simply get you to do a partial refund without having to file an official claim. That seems to be happening quite often these days. Tell the buyer if they want to return the items for a full refund to open a NAD case with eBay. This often ends the phishing expedition and you will not hear back from the buyer again. Add them to your BBL list if you wish. 

     If the buyer has opened an official claim with eBay either a return request or a NAD  it's a he said/she said situation and eBay will always side with the buyer. You have a couple of options. 

1. You can offer a partial refund and allow the buyer to keep the item, which may be what they are phishing for in the first place. 

2. You can simply allow the buyer to keep the item and provide a full refund. May not make a lot of sense but if the return shipping cost, which you will bear, is more than the value of the items it may make sense. 

3. You can offer the buyer a full refund upon return of the item(s), provide a return shipping label, and fully refund the buyer once the items are returned. Do NOT refund the buyer until you have the items back. There is always the possibility that you may not get back exactly what you sent. 

     Regardless of which route you take if the buyer opens an official case with eBay you need to respond within the time constraints or the buyer may ask eBay to step in and eBay will for sure side with the buyer, fully refund them and allow them to keep the items. You may want to review the following to get an idea of how the buyer protection under the MBG applies. 

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy... 

[katzrul15]

@stz_auctions 

I would not refund anything additional - I would offer to "replace" the ones that she is missing if you have more of those??

ETA:  - BBL this Buyer and report her from the Transaction view for Return abuse.

How much does 21 patches weigh if you weigh them - how many ounces was your parcel?

[stz_auctions]

She has not done anything official on eBay, she sent me a message on 5 patch items saying

"Hi Sam - I ordered 21 patches from you and only 17 were in the parcel. This is one of the items that was not shipped. Do you have another one that you can ship to me? If not, I expect a full refund for this missing patch."

I have yet to respond to her. I sent the patches. I know she has them, I don't have them. They all were sent in one envelope.

I am not refunding anything unless eBay forces me to. I just added her to my blocked buyers list as she is a HUGE pain to deal with. Its first class, cost $3.88 to mail/ship. Not heavy at all. 

[stz_auctions]

She has not done anything official on eBay as of yet, she sent me a message on 5 patch items saying

"Hi Sam - I ordered 21 patches from you and only 17 were in the parcel. This is one of the items that was not shipped. Do you have another one that you can ship to me? If not, I expect a full refund for this missing patch."

I am not refunding anything unless eBay forces me to. I just added her to my blocked buyers list as she is a HUGE pain to deal with. Its first class, cost $3.88 to mail/ship. Not heavy at all. 

[dbfolks166mt]

She has not done anything official on eBay, she sent me a message on 5 patch items saying

"Hi Sam - I ordered 21 patches from you and only 17 were in the parcel. This is one of the items that was not shipped. Do you have another one that you can ship to me? If not, I expect a full refund for this missing patch." 

I have yet to respond to her. I sent the patches. I know she has them, I don't have them. They all were sent in one envelope.

I am not refunding anything unless eBay forces me to. I just added her to my blocked buyers list as she is a HUGE pain to deal with. Its first class, cost $3.88 to mail/ship. Not heavy at all. 

     Sounds like a phishing expedition. You can either ride it out and see what happens or kindly tell her you are sorry she is unhappy with the purchase and to open an official case with eBay and you will gladly provide a full refund upon return of the 17 patches she says she has received. Of course you are probably only going to get back 17 patches. 

[katzrul15]

@stz_auctions 

In addition to the BBL, I would report her from the Transaction View for Return abuse, if you think that is what is happening.  Won't change your situation, but might help the next Seller.

Good luck - keep us posted and do not do anything without a formal claim.  Buyers who cannot actual file for any more claims use email to BULLY sellers into refunding.  

[stz_auctions]

I'm ignoring her and waiting it out... Sale was July 21 ... so hoping it rides out past the point she can request anything on it... but then if I have tracking that  says delivered, what happens? No clue.

[dbfolks166mt]

I'm ignoring her and waiting it out... Sale was July 21 ... so hoping it rides out past the point she can request anything on it... but then if I have tracking that  says delivered, what happens? No clue.

     The tracking only comes into play if a buyer files a INR claim. If that happens and you upload the tracking information showing delivery eBay will close the case in your favor. NAD claims are a different story and are not dependent on tracking information.