How would you handle this? Do I give up on my principles?

[iamalwaysright]

First off, I never issue partial refunds. By never I mean like 98% of the time, haha. Because honestly no rule is absolute and I have been known to offer a partial when I feel the buyer is legit and the issue is caused by seller fault.

So I sold a shirt to someone who absolutely needed it to wear on Tuesday. After I shipped it he was already complaining about the ETA changing, claiming I didn't ship it yet and threatening to return it saying he doesn't need it if it arrived after that day. I explained to him how ebay generated ETA operates as well as USPS, and that his shirt was shipped out as promised in 1 day. 

Lo and behold he received the shirt on Saturday. Now he's complaining about the thickness of the shirt. The listing doesn't mention anything at all about thickness or weight. And it has a simple photo similar to this

His message was "Hi there I received my shirt. I know you offer free returns. I'd keep it if you'd consider at least a $5.00 credit? I'm sad with the material. The shirt looks thicker in the pictures and what I got was pretty thin. I rather doubt it will hold up after a few washes. I wanted it to wear on Tuesday, so this is why I'm asking if you'd consider a credit?"

Key points in his message that I think need analysis/consideration.

1) He knows I have free returns

2) He's asking for a credit straight out

3) He's sad with the material (100% cotton) that was clearly stated in the listing

4) He's claiming that the photo displays some sort of thickness to the shirt

5) He's claiming to know the durability of the shirt (then again, I can't control how people wash their clothes)

6) He seems to only intend to wear this shirt one time (Tuesday)

Given this situation, how would you handle it? I think this one is trickier than my usual issues because of a few factors. Any thoughts, tips, advice, insults, etc are welcome. Thanks

[iamalwaysright]

Thanks for the info about the eligibility. But to my understanding as of recently (I found this out a few months ago by experience), eBay removed the ability for the seller to keep any part of the original shipping when refunding any not as described return. Not sure if it was because I’m part of yet another test program or what. But this unannounced change happened to at least one of my accounts and caught me by surprise. I don’t understand the logic behind it. Maybe a blue can confirm this. kyle@ebay devon@ebay 

UPDATE: Well as luck (if you want to call it luck) would have it, the buyer apparently filed a return last night. I didn’t answer him yesterday (Sunday) and this morning I see a not as described return from him stating “It looks thicker and nicer in the photo.” I wonder if the buyer doesn’t like that I had to fold the shirt into the packaging which obviously isn’t described in the listing photo haha. Anyway, I hate to be pessimistic here but there’s a higher than 99% chance he’s going to wear this shirt tomorrow. So if he returns it, we’ll see if I’m allowed to keep any of the original shipping.

Check back in a few days for the exciting conclusion. Same Bat time, same Bat channel.

[luckythewinner]

So I sold a shirt to someone who absolutely needed it to wear on Tuesday. 

Any thoughts, tips, advice, insults, etc are welcome. 

Do I even need to say it out loud? 🤣

[gurlcat]

Apologies for being confusing -you're right about the original shipping if it was an INAD.  However I think if it was a remorse return (and you are TRS) AND the item is in lesser condition you can withhold part of the price refund and original shipping.  

It's kinda complicated honestly.  When I look at how simple they handle all this stuff on Merc and and Posh, I'm jealous.  

[wastingtime101]

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@iamalwaysright wrote:

 to my understanding as of recently (I found this out a few months ago by experience), eBay removed the ability for the seller to keep any part of the original shipping when refunding any not as described return. 

I don’t understand the logic behind it. Maybe a blue can confirm this. kyle@ebay devon@ebay 

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Correct; it changed about a year ago. I remember you brought this up last Fall, as did several other sellers, and I finally asked kyle@ebay in January 2025 and he confirmed the change here.

I'm still really annoyed with this change. If the buyer is abusive and returns a trashed item, we should be able to withhold that original separate ship cost.

[gurlcat]

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@luckythewinner wrote:

So I sold a shirt to someone who absolutely needed it to wear on Tuesday. 

Any thoughts, tips, advice, insults, etc are welcome. 

Do I even need to say it out loud? 🤣

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What, that the dude is probably lying about needing it a specific day?  That's what I'm thinking. 

But from what @iamalwaysright  said the other day, he had a "ton" of people claiming they needed something or other from him by tomorrow.  Weird client base I guess.  😆

[iamalwaysright]

Yes. This is one of those “ton” of buyers. And I believe he’s telling the truth about needing for tomorrow only.

QUICKER UPDATE THAN EXPECTED:

After I wrote my previous post, I decided to hit up my good buddy eBay phone support. First off, the agent did confirm that when issuing a refund for a not as described return, original shipping can never be kept off of the refund amount. This is a recent unannounced change and she was unsure as to exactly when it was implemented. She said less than a year.

Unfortunately (and fortunately) I cannot test to confirm this right now because after reading the buyer messages and from the details that I told her, she went ahead and decided to close the return case with no seller fault. Right away she says “Oh he’s DEFINITELY going to wear it tomorrow. No doubt.” 

So this is bittersweet. I get to keep my money and seller metrics aren’t affected. But I don’t get to test my original shipping refund claim, buyer gets a free shirt that he gets to wear on time that he intended it for, and validation that his shady tactic works… all ready to pull it on another unsuspecting seller. Who knows, maybe it’ll be you. 🫵

PS. Looks like my 98% of never issuing partial refunds stands strong. 😀

[albertabrightalberta]

@iamalwaysright 

Ugh! Now my concern is a chargeback. You should be able to fight it because ebay should have your back if a chargeback is opened after an ebay case was found in your favor.

ETA: 

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

[wastingtime101]

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@albertabrightalberta wrote:

Ugh! Now my concern is a chargeback. You should be able to fight it because ebay should have your back if a chargeback is opened after an ebay case was found in your favor.

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eBay gave a courtesy refund to buyer, so no chargeback should be expected.

[iamalwaysright]

Yea I’m not worried about that, I should be covered. 👍🏻

[gurlcat]

You sound like me, sometimes more interested in what's to be learned than what's to be lost (as long as it's not "too much" on the chopping block).    It sounds like you got an unusually hip phone CSR though, ha.

Just curious, did you ever report this bum?  Even though you don't "need" it (unless he negs you), it would still be good to have the partial refund request documented.  

[chapeau-noir]

Unless your shirt was secretly made with thread-of-gold and worth eleventy-thousand dollars, your buyer is a classic cheapskate. 

[iamalwaysright]

Oh yea of course. Report filed.

[simba6]

Sounds like a clothing renter. Buy an outfit , wear it and return it.  That can be a problem on eBay with their return policy.  Many local stores place a big tamper proof tag on the front and state no returns if removed. But, you can't do that here.    Just add a little to all your prices to cover such loss.

[iamalwaysright]

AAAAAND here comes the neg. I’m surprised that the buyer is even able to leave feedback for a no seller fault resolution. Can I get this auto scrubbed if I do the seller help thing for removal under the reason “involved in a case that was closed in my favor”? Because technically it wasn’t in my favor was it. 

I wonder who hurt this buyer in life. They woke up, filed a SNAD, expected to get $5 but instead got all their money back as well as a free shirt that they are able to wear on time, and then decided to throw the seller a neg. This time though in the comment they said the shirt looked richer in the photos. So apparently the thicker you are, the richer you look.

[mam98031]

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@iamalwaysright wrote:

AAAAAND here comes the neg. I’m surprised that the buyer is even able to leave feedback for a no seller fault resolution. Can I get this auto scrubbed if I do the seller help thing for removal under the reason “involved in a case that was closed in my favor”? Because technically it wasn’t in my favor was it. 

I wonder who hurt this buyer in life. They woke up, filed a SNAD, expected to get $5 but instead got all their money back as well as a free shirt that they are able to wear on time, and then decided to throw the seller a neg. This time though in the comment they said the shirt looked richer in the photos. So apparently the thicker you are, the richer you look.

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EXACTLY what does the negative say?  Without knowing that, no one can tell you if it breaches any rule.