eBay

gurlcat · ‎12-19-2023

I never used the feature before, but recently I had an opportunity to try it because a buyer returned a mixed lot of jewelry but kept 4 of the 53 pieces. Honestly I'm just surprised that has never happened to me before. And it was 4 of the better pieces, but for the refund deduction I just treated all pieces as equal, in other words she didn't return about 7% of what I sent, so I issued 93% of her purchase price. That was on the 10th and that 7% is still on hold in my funds. So I decided to ask a chat agent about it.

As you can see this went LONG, because once we got started I realized this could be shareable information, so one question led to the next. Yes I Karen'ed out on poor Aaron a couple times, but he was a good sport. As you'll see he didn't truly answer a few of my questions and I'm still not sure what to believe about the Top Rated Seller part. But anyone who's done a <100% refund before, please chime in, especially if you did it WITHOUT being a TRS.

(I deleted the intro junk; this first message is from me)
I deducted a portion of the refund that I issued to the buyer about a week ago. The deduction amount remains on 'hold' in my seller funds. I can't find anything in the return details that says when that hold will be lifted. It was order number (redacted).

05:56:20 UTC Aaron

Thank you so much Audrey and good news on this! There is no problem at all on why the funds were put on hold, let me explain this for you.

05:56:43 UTC gurlcat

Aaron, I am not asking "why"

05:56:55 UTC gurlcat

Please read my words carefully.

05:57:31 UTC Aaron

Yes Audrey. I get you on this and that why would explain as when the funds would be released for this order.

05:57:42 UTC gurlcat

ok

05:59:21 UTC Aaron

You have your partial refund tools which allows you to issue a partial refund to your buyer. This is a benefit that we give to sellers for being top rated the offers free returns. As an advantage for you, once you issue a full refund then we will be backing up the difference of the refund and your buyer would have 10 business days to reach out to us for the difference to be issued to them. If they reach out to us right away then this would be released right away as the case will close.

06:00:10 UTC Aaron

If the buyer would not reach out to us for the difference of the refund then the case will close after 10 business days and the funds would be released from the date when the partial refund was issued.

06:00:54 UTC gurlcat

Where can I find that information? It was not stated in the Help page.

06:02:38 UTC Aaron

This is actually an information that we share to our top rated sellers Audrey and this cannot be seen on the help and contact page. Consider yourself as VIP and would only get this information through eBay customer service.

06:03:27 UTC gurlcat

Why would it take a buyer 10 days to decide if they want to appeal the refund amount?

06:04:42 UTC Aaron

That would be the given time Audrey for buyers as we understand that not all members are able to open their account right away and a chance being given to them as well to be fair to all members here as eBay always gives a deep understanding and trust to their members.

06:05:27 UTC Aaron

Though if you want, you can message the buyer about this as well to speed up the case and be closed right away.

06:05:46 UTC gurlcat

How could the buyer speed it up?

06:06:48 UTC Aaron

By reaching out to us for the decision of the refund because we will be backing up the difference of the refund for you for if the buyer is eligible. The case will close right away once decided and the funds would be released to you sooner.

06:08:02 UTC gurlcat

Ha. I am picturing what to say. "Hello buyer, I know you are probably angry that you did not get a 100% refund, but would you please respond to the case so I can have the money that I denied you?"

06:08:59 UTC gurlcat

I cannot imagine what the buyer's motivation would be. If she knows I have to wait, she is probably happy about it.

06:09:43 UTC gurlcat

Okay, anyway Aaron, what is her last date to appeal?

06:09:59 UTC Aaron

Actually Audrey, there is a better way to say this and that would be" Greetings! The partial refund was issued to you for this order and I have stated the deductions for this return but have no worries as you are to be covered once found eligible and you can reach out to eBay right away for the difference of the refund."

06:10:33 UTC Aaron

Also for that question, the last day would be on December 25 Audrey .

06:10:33 UTC gurlcat

But why would I WANT her to reach out for the rest of the refund?

06:11:27 UTC Aaron

I do get you on this Audrey that is why the buyer should also realized this on their end and an ample time has been given to them. If they still won't reach out then the case will no close and no more appeals will be permitted.

06:12:10 UTC gurlcat

So is she also waiting to receive the portion that I refunded her?

06:13:47 UTC Aaron

No Audrey. The case is still open because we are waiting for your buyer to reach out to us for the difference of the refund as we will be backing this up for you. If they won't reach out for the difference of the refund and has no complaint on the refund then the case would be expire after 10 business days and it will close right away.

06:14:40 UTC gurlcat

Okay I still don't understand why I should ask her to appeal to get the rest of this money. That sounds crazy Aaron.

06:15:35 UTC Aaron

I do get you on that Audrey. I totally understand your point on that as well but that was only a suggestion to speed up the case if you would want it.

06:16:27 UTC gurlcat

December 25th is Christmas. Are you sure that is the correct date?

06:17:17 UTC Aaron

Hold on Audrey. Apologies for the confusion and that should be on the 26th. Deeply sorry for the typo.

06:17:49 UTC gurlcat

So on December 27th, the money will move from Hold to Available?

06:18:58 UTC Aaron

Yes Audrey. That is correct, the case would close and the funds would be released from hold and would now be available.

06:20:08 UTC gurlcat

Thank you so much Aaron. I realize I put you through a lot, but this is my first time using the partial refund feature. So I wanted to be sure I completely understand how it works. Not just for me but the many people I correspong with in the eBay Commu

06:20:26 UTC gurlcat

Community forums, and on social media. It is a mystery to many people how the feature works.

06:20:59 UTC Aaron

You're most welcome Audrey and no worries as I am always happy to assist. Do you want a well a brief summary on ow the partial refund tool works?

06:21:05 UTC gurlcat

It would be much more helpful if the Return Details page simply showed the date when the case will close, but unfortunately it does not.

06:21:45 UTC gurlcat

yes you can send the summary

06:21:56 UTC Aaron

I do get you on that Audrey and we are currently working eBay's feature as well so that it would improve the customer's experience.

06:22:02 UTC Aaron

Great! Let me compose that.

06:23:57 UTC Aaron

A partial refund tools is given to sellers that offers free returns. Once they received the item back, they have the power to issue a partial refund up to 50% at max. Once they issue a partial refund, the case won't close as the buyer have 10 business days to appeal for the difference of the refund. The difference of the refund as well would be backed up by eBay and would be coming from our own pockets if the buyer is found eligible for a full refund..

06:25:13 UTC Aaron

Additional information as well would be, any partial refund issued would not be taken against the seller as well in any way as this is a benefit and advantage given to our top rated sellers who offers free returns.

06:25:42 UTC Aaron

Partial refund tool as well is only applicable for seller who are top rated and offers free returns Audrey.

06:25:51 UTC gurlcat

What if the seller has free returns but is not a top rated seller?

06:26:05 UTC gurlcat

ok, so it must be BOTH. Correct?

06:26:36 UTC gurlcat

The reason I ask that is because the Help page does not specify that the seller must be a TRS.

06:27:20 UTC Aaron

Yes that is correct Audrey. If they are not a top rated seller then a partial refund tool would not be available and if the seller is top rated but does not offers free returns then there won't be any partial refund tool as well.

06:28:38 UTC gurlcat

Okay now I actually thought of 2 more questions. First one: If eBay will give the buyer a courtesy refund (from your own pockets, as you said) if the buyer appeals .... then WHY is the amount on hold for the seller?

06:30:30 UTC Aaron

Good question Audrey and that would be because if a case is open then the funds of the seller would always be put on hold whatever the reason will be. The case would still be open for 10 days that is why the funds is placed on hold.

06:31:32 UTC Aaron

To be exact, once a partial refund is issued, the case is still open for 10 business days and that is why the funds is still placed on hold.

06:32:08 UTC Aaron

Also, for additional information Audrey. If the funds were put on hold due to a case being opened, it would always be released once the case fully closes.

06:33:39 UTC gurlcat

Okay but usually "hold" means "pending" like the seller might not get the money. But if eBay will automatically cover any appeal amount, what role does the seller still have in the case? Why isn't the case closed for the seller once they have refunded.

06:33:42 UTC gurlcat

?

06:35:37 UTC Aaron

That is also a good question Audrey. Actually the hold means for a case is, the funds are put on hold due to a case being open and it does not mean that the seller would not receive the funds but the funds were put on hold due to the case being opened as for the seller's cooperation.

06:38:12 UTC Aaron

I do get you on this Audrey but once the partial refund is issued, that would remain the case being open for 10 business days and that is why the funds are still placed on hold.

06:39:27 UTC gurlcat

If the buyer appeals, does eBay notify the seller?

06:39:56 UTC Aaron

Yes that is correct! You will be notified right away once the case is closed.

06:40:17 UTC gurlcat

Not once the case is closed, I asked if the buyer appeals.

06:42:13 UTC Aaron

Yes Audrey. Once the buyer reaches for the decision, the case will automatically close because a decision should be made on the contact. That would be a notification because once the case closes, that would mean that the buyer has reached out to us for the difference of the refund.

06:43:09 UTC gurlcat

Okay, so there would be no futher actions for the seller, such as evidence of what they stated when they deducted the partial amount?

06:43:54 UTC Aaron

Yes, no actions would be needed for you. Once you issue a partial refund then all you would need to do is to wait for the case to close.

06:44:32 UTC gurlcat

And the notice that the case closed, does it go to the seller via eBay messages (email)?

06:45:00 UTC Aaron

Yes, that is correct Audrey. You will be notified via email.

06:46:05 UTC gurlcat

Aaron, you are an angel for handling this level of scrutiny, thank you so much. I will probably think of one or more additional questions at 3 A.M. or so. May I have your personal phone number?

06:46:13 UTC gurlcat

I'm kidding. 😉

06:47:19 UTC Aaron

Awe that's so sweet Audrey. You're always welcome and if you would have more questions, I would hope that I would be the one who you get in contact with. I enjoyed your queries and this is actually one of my awaited moment.

stainlessenginecovers · ‎12-28-2023

@gurlcat wrote:
@fern*wood wrote:
A returned item has been opened, used, or damaged
When you offer free returns and accept the return:
You will have access to use the partial refund tool for items that come back used, damaged, or missing parts.
Starting June 1, 2018, if the buyer leaves negative or neutral feedback for any reason or escalates an eBay Money Back Guarantee claim, we will automatically remove the feedback and protect you from impacts to your standards.
If the buyer escalates, eBay will resolve the issue directly with the buyer, and you don't need to worry.

Things change all the time, so who know what is correct now.
They do change all the time, but CURRENTLY this tool is available to all sellers not below standard, who offer free returns.

That's just simply 'scary'.....

The ENTIRE point of this 50% thing was it was for the MOST TRUSTED sellers (TRS)!!!

stephenmorgan · ‎12-28-2023

@gurlcat wrote:
Now that I think about it, I'm even MORE baffled about why they give the buyer those 10 business days ...... to come AT EBAY for the rest of the refund money! Do they WANT to give it to them?

Anytime an action is taken against someone there must be a way to appeal the action. With 10 days to appeal the decision I would expect there must be a notification with a partial refund telling you this.

It is nice that if appealed eBay will accept responsibility and refund the buyer the amount the seller withheld.

randomchans · ‎12-29-2023

Thanks this is great

In addition to blocking, please report this buyer. All I remember from a video from a while ago was the eBay rep kept hammering home this point: sellers need to report buyers that abuse the returns process.

What does eBay actually do with these reports? Who knows! I would imagine it somehow factors into the “eligibility” that Aaron was referring to. So hopefully it’s a small thing sellers can do to help other sellers.

In my perfect world...assuming this is the buyers first go-around, eBay sees that they’re “clean” so gives them the benefit of the doubt and pays out the rest of the refund if/when they appeal. Buyer is probably now emboldened and tries this game on someone else. They appeal again but eBay sees they’ve been reported, digs into it and smells something funky so they do not pay out. Hopefully the second seller withholds more than 7% 😉

randomchans · ‎12-29-2023

Wait what is this true??

Buyers only have 7 days to leave negative feedback for a TRS?

lakefor94 · ‎12-29-2023

@randomchans wrote:
Wait what is this true??

Buyers only have 7 days to leave negative feedback for a TRS?

Buyers have to wait 7 days before leaving a neutral or negative for a TRS.

Posting ID

gurlcat · ‎12-29-2023

@stephenmorgan wrote:
@gurlcat wrote:
Now that I think about it, I'm even MORE baffled about why they give the buyer those 10 business days ...... to come AT EBAY for the rest of the refund money! Do they WANT to give it to them?
Anytime an action is taken against someone there must be a way to appeal the action. With 10 days to appeal the decision I would expect there must be a notification with a partial refund telling you this.

I don't disagree, but my point isn't a binary matter of "let them appeal or don't". It's the 10-business-days part. Where did that number come from? -Keep in mind, that's the number of days after the seller issues the partial refund, not after the buyer first files the return, or seller receives the return package or whatever. Why 10 days to simply decide whether or not to click 'Appeal'? Why not 5? Or why not 20? LOL. Granted, buyers may not check their messages as often as sellers, but my guess is that a buyer waiting for MONEY will check more often than a buyer who isn't.

gurlcat · ‎12-29-2023

@randomchans wrote:
Thanks this is great

In addition to blocking, please report this buyer. All I remember from a video from a while ago was the eBay rep kept hammering home this point: sellers need to report buyers that abuse the returns process.

What does eBay actually do with these reports? Who knows! I would imagine it somehow factors into the “eligibility” that Aaron was referring to. So hopefully it’s a small thing sellers can do to help other sellers.

In my perfect world...assuming this is the buyers first go-around, eBay sees that they’re “clean” so gives them the benefit of the doubt and pays out the rest of the refund if/when they appeal. Buyer is probably now emboldened and tries this game on someone else. They appeal again but eBay sees they’ve been reported, digs into it and smells something funky so they do not pay out. Hopefully the second seller withholds more than 7% 😉

Well it's even greater than you thought. Check it out -using the partial refund tool automatically reports the buyer, for whatever reason the seller wrote they are refunding less than 100%! 😀

gurlcat · ‎12-29-2023

@lakefor94 wrote:

Wild that any random newbie that offers free returns could qualify to use the 50%. Sounds buyer dangerous to me considering some of the posters we see come thru here.

What I'm very curious about is how it looks on the buyer's end, as far as what eBay tells them. Do they make a point of sending a message, saying something like "The seller issued you less than 100% refund because according to them, you ......."

Can buyers see the seller's own words, as in what they wrote as the (required) reason for utilizing the partial refund tool?

Does eBay inform the buyer they can appeal?

Does eBay provide them an easy way to appeal, like something they can instantly click, and then maybe write their reason for appealing? (like in this case, I was expecting this buyer to appeal, saying the 4 jewelry pieces were already missing when she received the package).

Does eBay inform them that if they do appeal, they will receive the rest of their refund? -I strongly suspect NO on that one.

And here's the thing. -We don't know if eBay always DOES issue the rest of the refund to every buyer who appeals. I mean, there must be some limit on how many times a buyer can do it in a certain time frame. Likewise there must be a limit for sellers using it! But of course this is another situation where they don't state something numerically, because then scam buyers/sellers would just use the opportunity up to that limit, maybe with multiple accounts.

So, I get why they would need to hold their cards close, but at the same time, yeah this tool could certainly serve as a weapon in the wrong seller's hands. And I'm not thinking 'newbie' -I'm thinking more like 'seasoned scammer' who just looks like a newbie because they're using their umpteenth account.

If this tool really was only for TRS at first (I literally don't know), I suspect that extending it to all sellers is an experiment, one that will prove a failure at some point, and they'll go back to TRS-only. Or just eliminate it altogether.