Buyer wants partial refund

[eaug86]

I’m using EBay for the first time to sell my father’s vintage pen collection.  Most transactions have gone well with positive feedback. Since I am not a collector, my descriptions are not extremely detailed. The pens are listed as Vintage. My issue is with a buyer that is asking for a partial refund claiming there is some corrosion on a clip and a minute crack.  He sent blurry photos with his complaint. There was no visible evidence of this on my end. I replied explaining the pen was advertised as vintage and used, therefor I will not provide a partial refund. He replied pressing for a partial refund, but not requesting an amount. Is it in my best interest to offer him something to protect my positive ratings, or do I stop replying to his messages?  Thanks for any advise. 

[m60driver]

You can save yourself time and aggravation by acquiescing to the request for a partial refund.  Otherwise, the buyer can then file an INAD and get a full refund.  I would start with an offer of a 20% refund and see where it goes.  Once the issue resolves itself remember to block the buyer.

[klhmdg]

It is best to reply "Im sorry you are not pleased with your purchase. Please return for a refund"

It doesnt matter your "no return" policy. It is best to offer returns.

Even if you have 30 day returns, buyer pays.

IF you have a 30 day return policy even Buyer pays, you dont get as many "requests" for money back.

[caldreamer]

Because you are new seller even if you get one negative feedback that will be completely tank your ratings.    Try offering him a small amount of money just to make him go away.

[1tuna · Accepted solution]

as other have said it best to just offer a return

I tell all sellers to say yes to any and all returns

you can send the buyer $10 with no message or fanfare

always do a partial refund from the original payment

in the event of a return you will not be out the extra 10. you will only have to refund the remaining money

in any case its never good to play hardball with a buyer,if they  want a return, just say yes

[fab_finds4u]

Reply that you're willing to provide a return label and refund in full if he is unhappy, or accept $×× and keep the pen. Then block him. (Bidder management)

[richards*collection]

Tell him to stop messaging you, the matter is closed. Or, he may send the item back to you. Always say please and thank you in the messages you send to the Customer.

[simply-the-best-for-you]

Partials set a bad precedent IMO.  Have them return for a full refund.  Most of them go away.  

[cstpos]

@eaug86  If you are confident the item was not corroded or cracked and think you could resell it, I would ask him to open a return request on ebay so you can issue a return label, and that you will issue a  full refund once you get the item back. Explain that you don't want anyone to keep a substandard item. Explain that you are new to selling, and apologize if there was damage.

Keep in mind the shipping and return shipping costs you will pay to get the item back, and factor that into your reselling cost. If it's not worth it to you to get it back, you can make him an offer or ask him what he wants. 

Ebay has a 30-day money back guarantee, so even if you list your items as No Returns, the buyer can still be refunded. All they have to do is open an Item not as Described (INAD) case. If you refuse to issue a refund and/or send a return label to them, they can ask ebay to step in and moderate the payment dispute. Ebay will then charge you (the seller) a $20.00 dispute resolution fee. ebay will also refund the buyer from your account in full AND let the buyer keep the item. Your ebay account will get a defect.

Even experienced sellers have the same issues. There is no way to prove if a seller sent a damaged or incorrect item, just as you can't prove the buyer broke something.

It's best to just accept the return and hope they don't damage it on purpose. Some buyers decide they'd rather keep the item, so they don't pursue the matter any further. If it really wasn't damaged when you sent it, the buyer may very well decide to let the matter drop. Just always be polite and professional. I know it's hard to not get defensive, but you need to be be factual. Sometimes sellers don't see an item with the same critical eye that a collector does. Did you check your original photos to examine the area he's talking about? That would help you decide what course of action you want to take.

You do need to research and take detailed photos of everything you list. google can be your best friend. Put everything you know or don't know about the item that you're selling in the description field. Try to look at it as if you were the buyer - what details would you want to see - does the pen work? who made it? if vintage - what year was it manufactured? The more details you give can help increase the price you get for it and make sure any potential buyers know exactly what they're getting. Which will help avoid returns.

You can add people to your Blocked Buyer List if you don't want them to be able to order from you in the future. They can still contact you regarding existing transactions.

Good Luck and you can always come back here for help.

[iart]

Another seller being set up for a fall while opting to 'not accept returns'

[luckythewinner]

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I replied explaining the pen was advertised as vintage and used, therefor I will not provide a partial refund.

Which pen was this?

I looked at all your sold pens, and it looks to me like every one has a description that says either "never used" or "never inked".  

The fact that you called them "vintage" or gave the condition as "used" does not mean a buyer has to accept undisclosed corrosion or cracks. 

[reallynicestamps]

" I regret you are not happy with your purchase. Please return it for a refund."

Rinse.

Repeat.

" I regret you are not happy with your purchase. Please return it for a refund."

Rinse.

Repeat.

" I regret you are not happy with your purchase. Please return it for a refund."

And I agree, decide what you want to get for your items and list them as Fixed Price/ Immediate Payment Required.

You may still get Best Offers, but you can assess them as they come in, paying attention to the customer's Feedback Left for Others.

And giving the partial refund does not stop a nasty buyer from leaving negative feedback or making more demands.

[eaug86]

It’s the Mont Blanc. I visually inspect each pen before I post it. I am not aware of any defects on this pen. I have other pens posted (Aurora) where I have listed some flaws. I do want the buyer to be satisfied with his purchase. I guess this is just the risk of doing business. My other buyers have been very satisfied. 

[stuff4divas]

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@eaug86 wrote:

It’s the Mont Blanc. I visually inspect each pen before I post it. I am not aware of any defects on this pen. I have other pens posted (Aurora) where I have listed some flaws. I do want the buyer to be satisfied with his purchase. I guess this is just the risk of doing business. My other buyers have been very satisfied. 

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Tell him the photos are too blurry and to send clear photos so you can assess a partial refund amount, otherwise, tell him to open a Return Request and once you receive the pen back, you will issue the refund.

Sounds like a scam to me bc of the 'blurry' photos and him not just returning for a refund due to flaws w/o mentioning a partial refund.

[judy181garden]

When you inspect your items to list and notice any defects,  point that out in the listing. I usually put in  bold red type please notice: and then point out flaws. That way they are aware and can't say item not as described.

Judy