Need clarification on accepting returns. PLEASE HELP

[truckmotor427go]

I've been experiencing a larger than usual amount of returns.  I'm getting the typical buyers remorse returns or switcharoo type returns.   I think it might be the economy going south, and people needing the the cash or when the credit card bill arrives in the mail they then want to do a return.  Returns are okay, but I'm getting sick of the brand new in sealed box items being returned in used condition.  I sold a brand new set of expensive kitchen knives, and the buyer said it wasn't the correct color.  I said that was okay, and return them in brand new condition, and I would issue a refund.  Received them back about a month later with food and other gunk all over the blades as well as damage on the blades.  They just lied about the reason, so they wouldn't be out anything on a return.

My question is if I now start accepting returns with a return policy does the 50% deduction apply to the returns if a buyer lies about the reason for starting the return.  Basically, like the buyer above if he selected item was not as described or if they lied and selected item was missing pieces or one of the other return options can I still deduct the 50% if they opened or returned a used or damaged item?

I'm weighing my options about offering a return policy.  I'm just getting tired or sending brand new items, and getting them back used, damaged or them missing parts on the return. 

Can someone please clarify?

[techoutrepairs]

You're not a top rated seller you don't get the benefit of the deductions for used or damaged items. You can dispute the return and say you sent a new sealed item and it was returned used and eBay may do it for you in some cases but it's not an option you get unless you're top rated. This is harder when you offer returns because they are allowed to use the item and say they didn't like it. So being opened doesn't matter much it would have to have actual damage.

[truckmotor427go]

Yes

[techoutrepairs]

Is this question for a different account? This account is not top rated.

[inhawaii]

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@truckmotor427go wrote:

My question is if I now start accepting returns with a return policy does the 50% deduction apply to the returns if a buyer lies about the reason for starting the return. 

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The buyer telling a lie has  nothing to do with anything.

As far as ebay is concerned, the buyer is telling the truth.

Keep that in mind when you're deciding how to handle returns.

[techoutrepairs]

Especially when you accept returns. 

If this was Money Back Guarantee 

• Using or Damaging and item and then returning it or
• Falsely claiming an item was not as described

those void the protection so you would be better off saying no if they came back with food crusted on them. 

[lakefor94]

From the 2019 seller update:

Up to 50% refund deduction for decreased value on used or damaged returns

When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself. Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics.

Refund deduction guidelines table

Condition of return	Refund deduction guidance
Excellent condition: Unused, undamaged, or unaltered All items included in the original package Factory or vacuum seal must not be broken/opened (if applicable) Original tags included & attached (where applicable) Must include provided certificates of authenticity, grading, or appraisal	No deductions
Good condition: Missing original packaging Factory or vacuum seal is broken/opened, but the item is still in its original condition Original tags included but unattached	5%–10% deduction
Fair condition: Missing parts Some signs of wear or use Item has been installed Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings Original tags missing	15%–30% deduction
Poor condition: Significant signs of wear, or significantly different than how it was shipped to the buyer Missing essential parts Item is damaged, scratched, defective, or requires service or repair  Missing provided certificates of authenticity, grading, or appraisal Opened items that cannot be resold (perishables, liquor, makeup)  Sold multiple items but the buyer didn’t return all of them	35%–50%

[lakefor94]

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

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

[rabites-n-chocobos]

What do you sell?

Can't see your account.