Buyer is requesting a return. I've messaged him, but he's not responding.Will ebay rule in his favor

[stufftosell2002]

Buyer claimed item was damaged thought it was brand new in box. 

Cost was $165, so not a small amount. 

I messaged him back with a couple of suggestions.... a partial refund, or I would mail him another item in addition to the one he has to not take the return. 

I'm trying to avoid a full return if I can because I feel he damaged the item removing it from the packing and is trying to shift the blame. I can no longer sell this item as brand new or in excellent condition, so I was hoping to avoid the loss. 

He hasn't responded. My deadline is today. 

I have responded via message, but have not offically chosen the option for return, a refund, or an "official" partial refund. 

If I don't choose one of the refund/return options, will ebay side with him and issue a full refund and he gets to keep the item? I keep reading message boards that I'm basically going to have to eat it. 

If he's going to push I will allow the return, but if he's not answering, I'm worried he's running out the clock to then ask for a full return and be allowed to keep the item. 

Has anyone dealt with this? I hope I explained it well enough. 

[stufftosell2002]

Sold a new model train for $165. Buyer asks for a return stating a railing was broken off and pieces were loose.

Auction photos show the railing and other pieces were in tact. 

I feel he just changed his mind and doesn’t want the item.

He wants to send me back a broken and now a used item that I cant sell as new anymore, and would lose money since a railing is broken and missing.

I sent him options for a 25% refund, or I would let him pick another train that I would ship to him.

He hasn’t responded. I’m concerned because day 3 is tomorrow and we don’t have a resolution.

Is he trying to ride the clock out and ask ebay to step in or did he give up? 

How can I close this out if he doesn’t respond? I’m worried about getting a mark on my record for a non-resolution.  

[albertabrightalberta]

Since the buyer filed a NAD (not as described) return request, your options are: 

1. Refund and let him keep the item

2. Accept the return and pay and provide him with a return shipping label. 

Obviously, he's not interested in a partial refund or he would have responded and accepted your offer.

If you don't respond, he can ask ebay to step in and they will give the buyer a refund PLUS let him keep the item. And to add salt to the wound, you'll have a huge defect on your account for not resolving it yourself. 

Buyers often see a "no return" policy and think they need a reason to return so they either like and claim damage or they actually cause damage. 

Just accept the return and since (as you said) the pictures show that it's not broken, you can just resell it. 

[fashunu4eeuh]

@stufftosell2002 wrote:

"Auction photos show the railing and other pieces were in tact. "

Just because your auction listing showed an undamaged item sold, does not mean the item was delivered in the same condition. Things happen in transit, even to carefully packaged items, especially to small electrics with delicate circuitry. The bottom line is this: you have suspicions, not facts. Your buyer may well be telling the truth.

[kensgiftshop]

Doesn't matter if it was in good condition when you shipped, what matters is the condition it's in when the buyer receives it.

If you want it returned before refunding, accept the return and provide a shipping label.

[slati_2013]

As everyone has suggested and others will soon add, tell him to return it for a full refund. If you don't, he will be refunded, he gets to keep the model train and you get a defect. Cut your loses. Accept a return. 

[luckythewinner]

Buyer is lying saying I sent a damaged item & requesting a return but auction photos show as in tact

The photos in your listing prove nothing to anyone except you. eBay did not observe what you shipped or what the buyer received, so they have no way to determine who is lying. They will side with the buyer if it comes to that.

If all it took was a photo in an listing to "prove" what the buyer received, then eBay would be overrun with unscrupulous sellers offering a picture of a Rolex and shipping a Timex.

[ebooksdiva]

It is not necessary for you to be messaging the buyer.

On returns that are not as described you have no choice of partial refunds it is always a full refund purchase price plus shipping , if any. 

If you continue to drag your feet on sending a return label, the buyer can ask eBay to step in. When that happens,  yes, eBay will refund out of your pending funds, allow the buyer to keep the item plus give you a defect for not handling your returns. 
I have had a couple returns, I always accept them , issue the return label and refund when the item comes back. 

[ckimodog]

@stufftosell2002 

 You don't want to let it go on too long, as eBay will step in and refund the buyer entirely.  You will also get a demerit on your account.  Since you don't accept returns, eBay is going to tell the buyer there's no need to return it as you don't accept returns.  You need to change that policy as a seller or you're going to get hurt.  Too many demerits and eBay will restrict your account.  

Read up on the money back guarantee:

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

[itscalledapostingid]

How to handle a return request as a seller:

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[inhawaii]

The buyer is not required to answer your questions or give you an answer regarding your proposal for a partial refund,

Did the buyer file a return request?

If so and you fail to respond/accept the return, the buyer will win and be refunded without having to return the item.

If you accept the return, the ball is in his court.

He has X amount of days to send it back.

If he doesn't send it back (and that happens a lot) you will win.

[kensgiftshop]

The buyer doesn't have to respond or accept a partial.

All they have to do is wait until the return is accepted or they can ask Ebay to step in.

If you want it returned before you refund, accept the return and provide a shipping label.

If the buyer ask Ebay to step in, you'll loose the payment, item, Ebay fee's and you'll earn a defect.

[stufftosell2002]

//cry

Thanks for the advice. 

[stufftosell2002]

Thanks for that tip! I didn't know that!

[ittybitnot]

@stufftosell2002 

To what city/state did you ship this product?