Deducting 50% for altered item

[billk21093]

Hi!

I sold a laptop with a broken screen, for parts, no returns.

Buyer (in Ebay messages and return request) admitted to taking it apart and trying to repair.  He was unsuccessful.  I have no idea how he has further damaged it.

Buyer requested return, with reason "defective"  which I reluctantly accepted after talking to Ebay on the phone.  I was told that I could at least deduct 50% due to being top rated seller after it came back.

Laptop has been returned, and now I see no place to make a deduction.  My only option is to refund 100%.  No way to deduct, no way to open a case, (which I would not mind taking a chance on.)

Suggestions?

Thanks!

[selsa84]

Buyer returned so you have to refund in full. Sucks buy that's the way it is

[gator08041971]

@billk21093 

Just to clarify a part of this that has confused you.

The only time you can offer a partial up to 50% refund is if you are selling the item with free 30 day returns and are above standard or TRS level.

A listing with no-returns does not qualify for the 50% refund option.  You must refund in full.  The CS rep you spoke with did not give you the correct info about that.

My suggestion, refund it in full, or they will do it for you.  And you don't want them to do that as you will also lose the fees you paid.

When selling an item with no returns:

You have only two options if the buyer wants to return it, and they only have one option to force you to return it.

They have to claim its not as described (item doesn't match description or photos)

And you can choose to make them return (by providing them a label) it and not refund till you get it, refund it without returning it, or do nothing and have the second happen anyway, except you get a strike for not taking care of it yourself and potentially lose your top rated seller status.

[kensgiftshop]

When they file an INAD, they get a full refund.

To be able to deduct any, I think you have to be a TRS that accepts 30 day returns and I think that's only for remorse returns.

[robbie31415]

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@selsa84 wrote:

Buyer returned so you have to refund in full. Sucks buy that's the way it is

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What ? This is completely incorrect.

The upto 50% altered condition seller protection requires return.

Your post makes no sense.

However in order to qualify.

TRS with 30 Day returns

Above Average with FREE 30 days.

Also, if the return gets elevated to a case then you lose the ability.

[robbie31415]

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@gator08041971 wrote:

@billk21093 

Just to clarify a part of this that has confused you.

The only time you can offer a partial up to 50% refund is if you are selling the item with free 1 day shipping and have returns allowed as a top rated seller.

A listing with no-returns does not qualify for the 50% refund option.  You must refund in full.  The CS rep you spoke with did not give you the correct info about that.

My suggestion, refund it in full, or they will do it for you.  And you don't want them to do that as you will also lose the fees you paid.

When selling an item with no returns:

You have only two options if the buyer wants to return it, and they only have one option to force you to return it.

They have to claim its not as described (item doesn't match description or photos)

And you can choose to make them return it and not refund till you get it, refund it without returning it, or do nothing and have the second happen anyway, except you get a strike for not taking care of it yourself and potentially lose your top rated seller status.

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I'm really curious to this. Can you quote the policy that 1 day free shipping is required?

[robbie31415]

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@kensgiftshop wrote:

When they file an INAD, they get a full refund.

To be able to deduct any, I think you have to be a TRS that accepts 30 day returns and I think that's only for remorse returns.

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No it's not limited to remorse returns.

And no they don't get a full refund for INAD. Unless they get eBay to pay the other 50% out of eBays pocket.

If the item isn't altered then yeah they would get a full refund.

[billk21093]

OK, it looks like the thing that eBay customer service missed was that there were no returns on this item.   (Do they train ANYONE?)
I offer free returns on almost everything. So now I guess I have to offer returns even on broken stuff that I occasionally sell. 
Still amazes me that someone can buy something on a gamble to try and repair, and then return it when he doesn't know what he's doing after he's taken it apart!   And having admitted it in eBay messages!  (No he-said she-said)

[robbie31415]

Yeah that would do it.

One of the risks of no returns is not able to deduct.

Sorry for all the bad info given in this thread.

I hope no one uses majority of replies for any reference.

[billk21093]

The bad info in this thread pales in comparison to the bad info I've received from eBay customer service!

[bonanza125]

"The bad info in this thread pales in comparison to the bad info I've received from eBay customer service!"

You asked for suggestions and everyone is telling you there isn't anything to suggest that would help you get 50% deduction. You are required to give a full refund. Sometimes you get news you don't want to listen to but that's just the way it goes. Just give the buyer there full refund and move on. The laptop was probably junk anyway.

[gator08041971]

Since the listing has to be TRP compliant, usually that requires 1 day free shipping as part of the stipulation, that or free returns.  Now I have to go look and double check.

Point is, if your listing doesn't meet the TRP (Top Rated Plus) then you won't be eligible for a 50% reduction for a refund at all.  And yes, it usually only applies to some returns, not all kinds.

Screen shots of what applies:

And I stand corrected.  I was wrong above:

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

So there is protection in place for sellers in good standing or top rated.  But sellers below standard or worse cannot use this.  It also requires free returns. If the listing didn't have returns at all or any option other than free returns (free for buyer, you pay) then it won't qualify for a discounted refund.

[robbie31415]

I think the confusion is that the protection doesn't require TRS+.

What you showed is TRS+ requirements.

You only need to be TRS with 30 day (non free) returns to deduct. Or

Above average with 30 day FREE returns.

[gator08041971]

Yeah, I already fixed it.  Before I saw your reply.

[billk21093]

Bonanza, you misunderstand.   I really appreciate everyone here's clarification that I would have needed to have originally offer returns on this item in order to deduct the 50%. 

Ebay CS couldn't provide that info after speaking with them twice!

The worst part is that I used eBay's replies to me as a basis of my communication with the buyer.    After letting him know that I would be deducting 50% due to the fact that it would be returned altered,  it is particularly annoying to now have to refund 100% to a bad buyer who has admitted violating eBay policies.