First Return Request - Buyer stated reason “defective” after being deathly worn.

[ansis21]

Hi all,

Been on eBay for a few months now and got my first return request for a pair of 2006 Jordans. The buyer stated that the shoes started to fall apart after they were worn and attached some images. The degree of degrade of the shoes in the photos are highly far fetched from the condition of the shoes when they were sent … I’m afraid that the buyer is trying to claim another/previous pair of like shoes were the shoes that I sent. 

I have reviewed the seller protection guidelines and luckily I fall within those guidelines (above “below standard” and I accept returns) - so I plan on issuing a partial refund due to the fact that the shoes would be returned in a different condition than it was originally sent. 

According to eBay automatically accepting the buyer’s request, it appears that I don’t have to refund the buyer until I get the shoes back, then I would be able to give them a partial refund? Does the buyer have a say in me issuing a partial refund? Do I have a case to create an appeal?

Any insight is much appreciated. Thank you!

[ten_o_nine]

@ansis21 

I don't believe you can issue a partial refund since you don't accept returns. I also don't believe they are returning any other pair since this one looks really bad.

[farmalljr]

You don't offer free returns, I doubt you can issue a partial refund. INAD cases only allow a partial when you are a TRS+ with proper qualifications. 

[ansis21]

That’s odd, on my end when I checked the specific listing I see that it says that I do accept returns within 30 days..

Also you’re able to see the refund/return request that the buyer has issued along with the pictures? 😳

[farmalljr]

No I can't see that. I can see under your return policy, you offer 30 day returns, not 30 day free returns. I am not a employee of eBay, just a fellow buyer/seller. 

[ebooksdiva]

Your question was asked and answered in your other post

https://community.ebay.com/t5/Selling/First-Return-Request-Buyer-stated-reason-defective-after-being... 

[fern*wood · Accepted solution]

Did you carefully check out the soles by flexing and twisting?  Older shoes can dry rot and fall apart upon wearing.  Can you post the photo they sent?  Yes, you definitely wait for the shoes to be returned before you refund.   I don't believe you would qualify for the partial refund, though.

Just my opinion, but if I was convinced they were the shoes I sent, I would refund and tell them to throw them away instead of paying the return postage.

[ten_o_nine]

Is this the one we're talking about?

[house*of*paws]

Hi @ansis21 

IF the buyer returns a different pair of shoes than you sent them … you can deduct up to to 50% from the refund.

BUT be prepared to have the buyer request the remaining money from their credit card company.  I doubt that any scammer would be satisfied with a partial refund.  ☹️

[ebooksdiva]

That's not the OP's listing lol 

This is ...

[itscalledapostingid]

That's not the OP's listing. That is a similar listing.

[ansis21]

Touché on the “free” returns, still trying to figure this platform out.. I’ll have to update my business policies. Thanks for noticing and pointing that out!

[buyselljack2016]

Think about your "returns" policy for a bit.

When deciding, keep in mind that "free returns" means ................................  for any reason. 

[caldreamer]

EBAY Money Back Guarantee (supersedes "no returns" policy) allows customer to return item by claiming item "defective, not as described, counterfeit".   You will be forced to refund (purchase price + shipping BOTH ways).   EBAY does NOT require customer to prove their claims.  EBAY always rules in favor of the customer (don't bother trying to appeal).

You cannot give "partial refund" (that is only available to Sellers that offer FREE RETURNS).   

[stainlessenginecovers]

The "up to 50% off a return" you do NOT have to offer FREE returns...just 30 day returns, even if buyer pays.

Now, if buyer opens as a 'not as described' - then you, the seller, will be paying for the 'return shipping' 

On the one you sold a few weeks back, it shows NO Returns, so you will not be able to do any discount on the refund. 

The one you sold yesterday, you can. Check your listings- if you want to be able to- just 'bulk' edit ALL items- then you can 'allow returns, 30 days, buyer pays'.