Customer Returned item Missing Wireless Remote, I see no option for a partial refund. Help.

[gadgethound]

Hi,

I sell mostly consumer electronics and laptops.  I accept returns and am getting some back missing major parts.  A $130 DAC was returned (it was fine, the customer did not like it) without its wireless remote which would lower its value by at least 35%.

Help. 

I see no option to provide a partial refund.   I see an option to report the buyer but if I am reading that right it only prevents the buyer from damaging my metrics.   Is there a way for me to provide a partial refund or to get eBays help.

I've been gone about a year but back then I could contact eBay customer support by phone, I can find no way to do that now.  "Chat" promises to let you access an agent but never offers me that option.    If I go through Facebook or other social media can a human be contacted? Thanks for your help. 

[wastingtime101]

Some of your items offer Free Returns and some do not. If this was the item in question 285628501928

That listing does not offer Free Returns, therefore you will not see an option to offer a less than full refund even after reporting the buyer.

You're not a Top Rated Seller either, so you will not see TRS protections.

Have you tried contacting the buyer and asking them to ship the remote?

[isaiah53-57]

Sorry about this - I think you shoulda stayed "gone"...

[gadgethound]

Yes, I contacted him and he just replied that he has it and will send it.

I guess I panicked a bit too soon. Most folks are honest.

I had Top Rated Seller status and had to take a year off.   

Electronics have one of the highest return rates. Still, it is probably better for me to change them all to free instead of risking bigger losses.   

[stainlessenginecovers]

@wastingtime101 

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@wastingtime101 wrote:

Some of your items offer Free Returns and some do not. If this was the item in question 285628501928

That listing does not offer Free Returns, therefore you will not see an option to offer a less than full refund even after reporting the buyer.

You're not a Top Rated Seller either, so you will not see TRS protections.

Have you tried contacting the buyer and asking them to ship the remote?

---

You are usually RIGHT ON...but in THIS case, you are NOT. 

You do NOT have to have 'Free Returns' to use the TRS up to 50% deduction' on a return (at least on the US site). You just have to 'accept' returns (up to 30 days).

You DO have to be TRS- but NOT TRS Plus (which will NOT show on ANY listing)

[stainlessenginecovers]

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@isaiah53-57 wrote:

Sorry about this - I think you shoulda stayed "gone"...

---

@isaiah53-57 @gadgethound 

gadget- ignore this remark. 

[wastingtime101]

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@stainlessenginecovers wrote:

@wastingtime101 

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@wastingtime101 wrote:

Some of your items offer Free Returns and some do not. If this was the item in question 285628501928

That listing does not offer Free Returns, therefore you will not see an option to offer a less than full refund even after reporting the buyer.

You're not a Top Rated Seller either, so you will not see TRS protections.

Have you tried contacting the buyer and asking them to ship the remote?

---

You are usually RIGHT ON...but in THIS case, you are NOT. 

You do NOT have to have 'Free Returns' to use the TRS up to 50% deduction' on a return (at least on the US site). You just have to 'accept' returns (up to 30 days).

You DO have to be TRS- but NOT TRS Plus (which will NOT show on ANY listing)

---

I think you misread what I wrote @stainlessenginecovers . There are two different seller protections for abusive returns.

One - offering Free Returns. This was the first program launched. It allows up to 50% deduction on items returned in a different condition. You don't have to be TRS, but you do have to be minimum Above Standard to qualify.

Two - being TRS. This was the second program launched, approx 2 years after the free returns program. You need to offer minimum 30 day returns. Buyer paid returns is fine, free returns are not necessary.

My above post mentioned the free returns seller protections first since the seller does offer free returns on some listings, but not on this particular one. I mentioned free returns seller protections and ruled it out.

Then I went on to say the seller is not TRS so they will not get TRS seller protections, either.

Read more here:

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345

Info on free returns you will see under "Protections for all sellers".

Info on TRS you will see under "Protections for Top Rated Sellers".

[isaiah53-57]

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@stainlessenginecovers wrote:

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@isaiah53-57 wrote:

Sorry about this - I think you shoulda stayed "gone"...

---

@isaiah53-57 @gadgethound 

gadget- ignore this remark. 

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Yup...Something an ebay apologist would say regardless of the state of the site...

And why on God's gray earth did you link me to your response? Are you looking for trouble?

[mam98031]

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@gadgethound wrote:

Yes, I contacted him and he just replied that he has it and will send it.

I guess I panicked a bit too soon. Most folks are honest.

I had Top Rated Seller status and had to take a year off.   

Electronics have one of the highest return rates. Still, it is probably better for me to change them all to free instead of risking bigger losses.   

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That is good news.  Ask them to give you the tracking number when they send it so you can track it.

[mam98031]

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@stainlessenginecovers wrote:

@wastingtime101 

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@wastingtime101 wrote:

Some of your items offer Free Returns and some do not. If this was the item in question 285628501928

That listing does not offer Free Returns, therefore you will not see an option to offer a less than full refund even after reporting the buyer.

You're not a Top Rated Seller either, so you will not see TRS protections.

Have you tried contacting the buyer and asking them to ship the remote?

---

You are usually RIGHT ON...but in THIS case, you are NOT. 

You do NOT have to have 'Free Returns' to use the TRS up to 50% deduction' on a return (at least on the US site). You just have to 'accept' returns (up to 30 days).

You DO have to be TRS- but NOT TRS Plus (which will NOT show on ANY listing)

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I think you misread what they wrote.