Buyer Requests Refund

[palmdaleca]

I sold a laptop which had no problems when I mailed it and two weeks after having the laptop the buyer said one of the keys was damaged and clicks sometimes and doesn’t click other times. She requested a refund which I don’t give but eBay has some kind of guarantee that says I have to take it back. I sent her a message to give her a partial refund and never heard back. Plus I don’t get eBay fees back (which doesn’t  make sense since I’m didn’t send a damaged product) what recourse do I have, if any?

[fern*wood]

The ebay money back guarantee is important to understand, since it covers every item we sell.  If the buyer filed a not as described return, then you need to provide/approve the return label for the buyer to return the computer and then you must refund.  

Your fees will be refunded if you handle this return without ebay needing to get involved.

A no return policy only covers a remorse return.

[palmdaleca]

I thought I read ( because I can’t find it either) that eBay will automatically re-list my product and that my payments are on hold until the refunded item is paid. Does that mean that eBay will wait for the item to sell again and anything else I sell will go towards paying for that refund?

Also I insured the product for the full winning bid when I shipped it, do I file a claim for damages or broken item through USPS?

[dolcetreasures]

Some items are better to sell in person for cash. Unfortunately buyers can return anything they want on eBay irrespective of your policy. And if they can’t, they’ll go to their credit cards and do a chargeback which you will lose. There’s no winning here, you are basically selling whatever you are selling with a warranty against anything the buyer may do to the item. That goes for nearly everything on eBay. As absurd as it sounds, it’s the case. Hopefully you get your item back fully functioning.

Insurance won’t pay a penny, insurance is for lost parcels, rarely will you ever win a insurance claim for damage, and you will never win for something that may be inherent damage.  

[lamber9347]

If you're going to sell items online, then it's important for you as the seller to fully understand the implications.

1- Yes, this platform offers a money back guarantee on every item and that trumps your own no returns policies. 

2- Yes, you as the seller are responsible for anything related to the item you sold, such as a sticking key. It makes no matter if it wasn't sticking when you sold it, if within the 30-day MBG then it's now your responsibility. 

3- No, eBay will not wait for the item to re-sell or relist the item for you. That is your responsibility to both relist it and hope it sells a second time- with a possibly sticking key. 

4- No, insurance from USPS does not cover items which have issues in them. That type of insurance is for shipping only. Meaning that if the box arrives damaged due to mis handling by USPS, then you will be covered. In order to qualify for that, your buyer would have needed to contact you upon receipt and still have the damaged box to show to USPS, thus proving they actually caused the sticking key. 

5- Lastly no, you don't get back your eBay fees because you had a return on an item you sold. You cannot prove the key wasn't sticking before you sold it. When selling items online to a perfect stranger, you as the seller are taking the responsibility that you will cover any costs related to a claim of an item not working as described. That's simply a part of online selling. 

Best of luck to you.... 

[mtgraves7984]

The item can be relisted after you get it back. eBay won't wait for the item to resell to square your account, but will hold future Payouts until the Hold amount is covered.

When it's returned to you, you can issue the refund. You'll be free to relist for the right buyer.

Don't wait too long to react... eBay can force the refund (without requiring a return) in a few short days after the claim has been opened. Good luck.

[lakefor94]

If you want the item back before issuing the refund, approve the return and make sure the buyer has a prepaid shipping label for the return.

If you don't want the item back,  just issue the refund and move on.

If you don't approve the return, eBay will issue the refund from your funds and not require the buyer to return the item and you get a defect on your selling account.

[soh.maryl]

She requested a refund which you don't give? Have you read eBay's Money Back Guarantee for buyers?  

[slati_2013]

If the buyer has a return request, accept it and send the buyer a shipping label to return it. When you gt it back, issue a full refund. If you fail to do this, eBay will issue a refund and allow the buyer to keep the laptop. You will lose your money and your laptop.