Buyer claim item is broken but when it was returned the item was not broken

[modernlux3333]

Hello I’m new to eBay and I sell antique furniture online. I recently just sold an antique bedframe that has four poster. I disconnected to posters so it’s easier to ship. But when the buyer receive it he thought it was broken. So he didn’t accept it and sent it back then asked for a full refund. When I received the bed it was just like a wrapped it with no damage. I offer a no refund policy. So I’m not sure what to do if I have to give him a full refund or partial refund since the shipping cost me 500$ 

[be_4101]

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@modernlux3333 wrote:

I offer a no refund policy. So I’m not sure what to do if I have to give him a full refund or partial refund since the shipping cost me 500$ 

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Since you have a no refund policy, do not refund the buyer.

eBay allowed the buyer return the posters, so let eBay handle it, and eBay will refund the buyer after 2 business days.

[lightlily_arts]

Did the buyer open a return claim on eBay or did they just return the item?

[lightlily_arts]

We don't have enough information about what actually transpired and that  advice doesn't make any sense without knowing the exact circumstances.  eBay only refunds the buyer's their money which is taken from a sellers account if they rule a claim in the buyers favor and when the seller fails to respond.  Details are important.

[caldreamer]

Really no such thing as "no returns".    EBAY has money back guarantee and if Buyer claims item was "defective, not as described or counterfeit" you are required to give full refund (plus shipping BOTH ways).   Buyers are NOT required to prove their claims.

If Buyer opened "return request" and you refuse to give full refund.  EBAY will just "take your money" and give it to the Buyer.   EBAY will also give a "defect" for not obeying the rules.

[lightlily_arts]

Whenever the buyer wants to return something they need to submit a claim requesting a return.  If they refused the delivery and had it sent back then they voided their money back guarantee.  The reason for filing claims is to determine which party is responsible for return shipping.  For remorse claims the buyer pay the shipping unless the seller offers free returns which is clearly not the case here.   You can refund the item price an deduct the shipping on a remorse return.   When a buyer files a claim for an  item not as described the seller pays the return shipping.  That is why In need to know the return details before you proceed.

[chapeau-noir]

Sounds like he changed his mind - the idea of someone not grokking that you have to take a bed frame apart to ship seems far fetched, and did they even open for inspection?  How they handled the return is very important.  Did this person actually open a return claim for it being "defective"?  Or did he simply send it back without opening a return?  In the latter case, he violated money back guarantee - you can refund but you wouldn't be on the hook for shipping.  However, if he actually opened a claim for a defective product you'll probably have to  refund everything.  The LAST thing I would do is 'let eBay handle it'.  If you are not proactive and let eBay "step in", they'll not only refund the buyer but you'll get a big black mark.  They don't adjudicate.  You could call CS to double check.

So everything depends on how the buyer handled the return. 

[toysaver]

It didn't say anywhere in the listing it would arrive disassembled.  Literally and technically it was broken; broken down into parts.   The listing says "Blanket wrap, white glove delivery (see details under Shipping below)"   I translate that as it arrives in condition pictured.  Not everyone has the skills or tools to put things together.   If you take anything apart for shipping take a picture and include it in the listing.

[coolections]

I did not read any of the OP's descriptions, but you are right. I hope the OP states in those listings that the furniture comes disassembled, if not, they need to immediately edit their descriptions. On a side note I cannot phantom anyone selling furniture like that on Ebay.

[inhawaii]

A buyer once returned some candy to me because it "tasted funny".

I accepted the return.

Candy was returned UNOPENED.

I didn't even bother asking the buyer about it. 

I gave the buyer a full refund.

Was out the shipping both ways.

Went on with life. 

[modernlux3333]

So the buyer was not at home and it’s his father who received it. He did return a full refund claim. I have responded back that I will get back to him once I receive the bed for inspection. 

[ra_201044]

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@be_4101 wrote:

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@modernlux3333 wrote:

I offer a no refund policy. So I’m not sure what to do if I have to give him a full refund or partial refund since the shipping cost me 500$ 

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Since you have a no refund policy, do not refund the buyer.

eBay allowed the buyer return the posters, so let eBay handle it, and eBay will refund the buyer after 2 business days.

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Yeah - right from the sellers account.

[hpenryessentials]

Didn't you receive the bed back already from the buyer as you described it's condition upon receiving it in your first post? I'm a little confused. Did the father refuse delivery? If that is the case and he opened a request for a refund, he is NOT covered under eBay's Buyer Guarantee. Additionally, if the buyer had another entity (freight forwarder, friends/family) handle the item, and it were to break, they are also NOT covered by the policy. 

[kensgiftshop]

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@be_4101 wrote:

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@modernlux3333 wrote:

I offer a no refund policy. So I’m not sure what to do if I have to give him a full refund or partial refund since the shipping cost me 500$ 

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Since you have a no refund policy, do not refund the buyer.

eBay allowed the buyer return the posters, so let eBay handle it, and eBay will refund the buyer after 2 business days.

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There no such thing as no refunds on Ebay.

No returns maybe, but that doesn't mean no refunds.

[monster-deals]

If they refused it the item no longer qualifies for the MBG.