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!

[lakefor94]

When the return comes back and you go to issue a refund, I would like to know if you have the 50% refund option. 

I know basically what it is supposed to look like but would not be surprised if it is something different. 

Let us know please.

[ten_o_nine]

@stainlessenginecovers 

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. 

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I think you looked at OP's sold items and clicked on the listing, just like what happened to me, clicked on sold items, saw the item clicked on it and sweet eBay changed to a similar item instead of the item I clicked on which caused a confusion. 

[mtgraves7984]

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. 

@ansis21 

I don't see that you are TRS rated seller (above “below standard” and I accept returns doesn't apply), so you don't have the benefit of reducing the full refund. You have to be a TRS who offers (at least) 30-Day Returns or a seller who offers Free Returns. For what that's worth moving forward... good luck with your decision.

[stainlessenginecovers]

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@ten_o_nine wrote:

@stainlessenginecovers 

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. 

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I think you looked at OP's sold items and clicked on the listing, just like what happened to me, clicked on sold items, saw the item clicked on it and sweet eBay changed to a similar item instead of the item I clicked on which caused a confusion. 

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@ten_o_nine you are correct- that is very weird to see someone's 'SOLD' items and have it change and have to 'look at original listing' at top right.... 

I guess that is the NEW way to get people to see something that is available.

@ansis21 Therefore, everything I said is wrong and you WILL be able to do the 50% thingy should the item come back in 'less than' condition.

[ten_o_nine]

@stainlessenginecovers 

that is very weird to see someone's 'SOLD' items and have it change and have to 'look at original listing' at top right.... 

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Yes, they should show the item you clicked on and may be put "see similar items" on top. I really don't think their business analysts know what they are doing and feeding the technical teams and developers with busy work.

[fern*wood]

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@stainlessenginecovers wrote:

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@ansis21 Therefore, everything I said is wrong and you WILL be able to do the 50% thingy should the item come back in 'less than' condition.

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They are still not qualified since they aren't a TRS -- mtgraves post above is correct.   If they don't offer free returns, then they must be TRS and offer at least 30 day returns.

[fern*wood]

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@ebooksdiva wrote:

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... 

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Isn't that link this thread? 

[mam98031]

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@ten_o_nine wrote:

@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.

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You are correct @ten_o_nine   Here is the policy.

An item is returned after it was used or damaged by the buyer

Sellers who are not Below Standard are eligible for this protection for listings that offer free returns.

If you accepted a buyer's return request but the item is returned in a different condition than it was originally sent:

• You can deduct up to 50% from the refund to recover the lost value of the item
  • We'll automatically remove any related negative or neutral feedback
  • If the buyer had requested the return because the item didn't match the listing, we won't count the return in your "Item not as described" rate in service metrics

Make sure you report the buyer and send the refund within 2 business days after receiving the item back. You can do this from the return request. If eBay steps in to help with the return at any stage, you'll no longer be able to deduct an amount from the buyer's refund.

If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything else.

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

[mam98031]

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@ansis21 wrote:

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? 😳

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What I see is you have a 30 day return policy with Buyer Pays Shipping.  So what that means is if the buyer files a proper Buyer Remorse claim, the buyer will need to pay for the return shipping.

A 30 day return policy with the Seller Pays shipping AKA Free Returns, would the the return policy you would need to have to be able to do a partial refund.

[albertabrightalberta]

Comment to @ansis21 

You'll want to correct the listing when you relist the sneakers.

If this is the listing, those sneakers would be NAD anyway. You listed them in the "mens" category but if you look at the size label, they are "youth" (or kids/boys) size. They're size 6Y which is 6-youth. 

[krazzykats]

Shoes from 2006 are probably rotted regardless of how they may have looked.

[chapeau-noir]

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@krazzykats wrote:

Shoes from 2006 are probably rotted regardless of how they may have looked.

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Non-leather shoes are notorious for falling apart - even the over-priced "kicks" shopped out for $500 are just cheap composite and will fall apart even in storage. I've been through this.

[fashunu4eeuh]

Hi @ansis21 sorry for your trouble.

Shoes that have dry rot do not necessarily show damage. One must closely examine the soles by twisting the shoe to discover it. It happens often enough and shows up in the forums from time to time. It is likely that is what happened here to your buyer when they wore them for the first time. The description of the extent of damage sounds exactly like what happens with dry rot. The shoes simply disintegrate. 

Final advice: On the whole, i have found that giving the buyer the benefit of the doubt, and withholding judgment until the item comes back to you, is far more conducive to good buyer relations than to immediately suspect fraud. In the many years of selling here, never encountered a scammer among my buyers.

Not saying bad buyers don’t exist, they do, but it is better to wait for proof of treachery before one labels a buyer’s return request a scam attempt . Not all returns are illegitimate.