Customer did not return the item they were refunded on

[s10boy88]

I had a customer request a return because they sold the car before the item arrived to them. I accepted the return deducting my shipping costs. Within the ebay system it sent the customer the refund minus the shipping costs without me first receiving the part back. Now the customer is refusing to return the item and he has stated this in our conversations via text as he won't respond to my ebay emails.  How do I get my refunded amount back since he won't return the item? The case shows closed and I keep running into roadblocks as it says the decision cannot be appealed. Thanks for any assistance on what can be done.

[bgt_masters_of_tiki_d]

You obviously dropped the ball somewhere along the line because a buyer should never be able to keep the item and get fully refunded unless you didn't respond to a case in time. It sounds like he filed a return and you didn't respond in time, accepting it and sending a return label. If this is the case you're out the item and your money. 

[bonanza125]

The case is closed so the buyer no longer has to send you the part back. Let this be a learning lesson for you make sure you get the item back before issuing the buyer a refund. They give you this warning when issuing that refund early. 

[tdl_collectibles]

Correct, if you were at the point that you could adjust the refund you were already on the screen to complete the refund, so you should not have done anything until the item was received back.   eBay doesn't make it intuitive so I don't think you really have appeal options other than to beg the buyer for the item back.  Given you gave partial refund, you might not want to poke the bear in this case and risk a negative feedback....

[lakefor94]

You accept the return, provide a return shipping label.

Then you wait for the item to be returned, inspect the item and THEN you issue the refund.

Next time, Do not refund before receiving the item back

[s10boy88]

I didn't drop the ball anywhere. I responded to the return request within 30 minutes. I accepted the return per the ebay options with a partial refund with the item being returned. Then Ebay just closed the case. I have done this before and never had the outcome like this.

[s10boy88]

I didn't get any warning of such or I wouldn't have went this route. When I selected the partial refund option I assumed the customer would have to accept that and then once the item was returned the refund would be issued. Ebay did not state anything about a warning...it just closed the case.

[fern*wood]

I approach the return options very carefully.   There is one that offers a partial refund, but I do not believe it is dependent on the item being returned.  Another option offers a refund and I believe when it is issued the ebay verbiage advises the buyer there is no need to return.  The option you want in this situation basically authorizes the return and makes the return label available (depending on the type of return filed will determine which party pays for it).   Then when it is returned you will be directed to issue the refund (if you can deduct the shipping you do so then).

[stainlessenginecovers]

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@s10boy88 wrote:

I didn't get any warning of such or I wouldn't have went this route. When I selected the partial refund option I assumed the customer would have to accept that and then once the item was returned the refund would be issued. Ebay did not state anything about a warning...it just closed the case.

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You simply did not do it right.

That has been the system for over a decade. If you refund before getting the item, it's up to the buyer to be honest and ship it back to you....BUT; when you do a 'partial' offer and it is accepted, it is understood that you will not be paying for the return shipping label (if a NAD return) and you do not want to the item back; in exchange for the buyer accepting a 'lower' amount. 

If you 'allow' returns with 'buyer pays shipping' (meaning the shipping back to you) when you get the item, you can then toggle on/off the original shipping (if NOT a NAD return). 

This is the only way it works. 

[aproudparent2010]

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@s10boy88 wrote:

I didn't drop the ball anywhere. I responded to the return request within 30 minutes. I accepted the return per the ebay options with a partial refund with the item being returned. Then Ebay just closed the case. I have done this before and never had the outcome like this.

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I don't remember there being a partial refund option with return. It is usually a partial refund and they keep item.

[az93]

Never refund before the item is returned to you. And as others have said, don't do partial return payments.

[aproudparent2010]

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@s10boy88 wrote:

I didn't get any warning of such or I wouldn't have went this route. When I selected the partial refund option I assumed the customer would have to accept that and then once the item was returned the refund would be issued. Ebay did not state anything about a warning...it just closed the case.

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When you do a partial refund it means they get to keep it

[aproudparent2010]

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@az93 wrote:

Never refund before the item is returned to you. And as others have said, don't do partial return payments.

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They bought something for the car but sold the car....

[dryophelia]

@s10boy88 

A partial refund would be something offered if there was a slight flaw and a little discount makes up for that. 

No buyer would accept a partial refund AND return the item.

[gloryglorygifts]

Oh dear. Well lesson learned, you won't do that again. 

Next time just accept the return, they will get the label, and wait until you have the item in your hands before you issue any refunds. Just because ebay suggests you offer them a refund, doesn't mean you have to act on it right away.

So sorry.