How to handle return with damage + policy violation?

[ladydfunkyg]

Hi sellers, I’d love some advice on a situation I just ran into.

I sold an item that, after shipping, eBay flagged with a policy violation. No big deal, since it was already out the door and ended.

The buyer then contacted me saying the charms were “stuck.” I gave instructions on how to unstick them, but she didn’t want to risk breaking it. Understandable. I offered her the option to return the item in the same condition (brand new).

Today, I received the return — and there’s a scratch on the case, plus it came back dirty. I sent the buyer photos, and she replied that she just wants me to ship it back to her.

Here’s the problem:

• That isn’t an option in the return flow.

• If I just ship it back without tracking, I’m not covered.

• The item can’t be relisted due to the policy violation.

• I already paid shipping one way (free shipping on my end), plus the eBay for Charity donation came out of the sale.

So now what?

Has anyone else been in this situation? Should I ask eBay to step in, or is there another option I’m overlooking?

Thanks in advance for your help!

Danielle💗

[aproudparent2010]

I'm not sure why she returned it if she now wants it back?

You never want eBay to step in

[inhawaii]

My advice.

Refund the buyer.

Keep the item.

Re-sell it or whatever.

Take the loss.

Asking ebay to step in will not end well for you.

[aproudparent2010]

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@inhawaii wrote:

My advice.

Refund the buyer.

Keep the item.

Re-sell it or whatever.

Take the loss.

Asking ebay to step in will not end well for you.

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I agree..just refund and move on

[ten_o_nine]

Given the item's low price point, it's worth weighing the costs. Refunding would mean absorbing shipping and return shipping costs and potentially receiving negative feedback. Shipping it back, despite the damage, would cost you $3-4, but you'd keep around $8 and minimize the risk of negative feedback.

[ladydfunkyg]

Item was sold for 70.25$ and buyer has already left positive feedback. Refunding would be absorbing shipping costs and 10% charity donation. 

[aproudparent2010]

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@ladydfunkyg wrote:

Item was sold for 70.25$ and buyer has already left positive feedback. Refunding would be absorbing shipping costs and 10% charity donation. 

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Well if they  opened a case then you need to do something or it counts against you. And them leaving feedback already means nothing

[albertabrightalberta]

@ladydfunkyg 

My take is different from the others. 

You don't give us much information surrounding the violation so I'm going to guess (based on my knowledge of counterfeit items) is that it was a Hello Kitty item that was determined to be fake. The fact that you aren't allowed to relist it adds credibility to my thoughts.

1. You sold and shipped an item that was subsequently removed. 

2. Knowing that it was a listing in violation, my opinion is that you should have contacted the buyer to give them a heads up and let them know that you will (immediately) issue a full refund and tell them they can use, dispose or do as they please with the item when it arrives. 

[ladydfunkyg · Accepted solution]

Resolution!

Thank you to everyone who offered input and advice on this situation — I truly appreciate the perspectives shared here.

Here’s how it worked out:

• I first communicated with the buyer directly about the damage, sending photos.

• I came here to the Community for advice (thank you again!).

• I considered issuing a full refund, but wanted to explore alternatives.

• I reached out to eBay support via Facebook Messenger. Within 20 minutes, I was connected with a rep who explained the option of a partial refund for diminished value.

• I proposed that option to the buyer, who was very understanding and agreeable.

• The refund was issued, and both sides were satisfied with the outcome.

I’ll be taking this experience back to my RVA Seller Circle to share what I learned — especially around communication, documentation, and partial refund options.

Thanks again for the guidance and for helping me think through this.

[ladydfunkyg]

Absolutely. Seeing as I had a couple days, I wanted to explore my options.

[ladydfunkyg]

Sorry for not including violation. Here it is...

We reviewed your appeal of an action on your account. Upon further review, we’re unable to grant your appeal because the listings aren’t following our Intellectual property policy. Your listing was reported by a rights owner as a counterfeit item. We don’t allow counterfeit items to be listed on eBay. If you believe your item was reported by mistake, you may contact the rights owner directly at the following email address: [katespade.ipr@bp.corsearch.com]

It was not counterfeit. I have contacted Kate Spade and provided my receipt and am waiting to hear back from them.