Return/refund request

[sangu4772]

Hi!  I started selling in Nov 2024. Have sold about 70 items. Had my first request for refund due to item defect. Customer bought new with tags on Nike sandals. Stated the strap ripped after 5 minutes of wear.  I wasn’t sure how to proceed so offered 1/2 refund no return. They declined offer.

Is the right thing full refund or have eBay step in. Not sure what eBay decision and do t want bad mark. I feel bad but they were solid in tact shoes Nike is not cheap material. Made me wonder if too small for customer.   Thank you. 

[jonathanbrightlight]

It's always best to handle it yourself and not have eBay step in.  I would suggest if you think they are truly damaged and won't be worth enough to pay for the return shipping that you just provide the refund and let them keep them, or else go ahead and issue the return shipping label and WAIT to refund until they are returned (if you issue the refund before they are returned, don't expect to get them back at all, and in fact the buyer may be unable to print the return shipping label if you issue the refund first).

If eBay steps in, they will almost guaranteed rule in the buyer's favor, refund them from your funds, and not refund your fees, plus you'll have a mark on your account for not resolving the case.  Avoid that whenever possible.

[albertabrightalberta]

DO NOT allow ebay to step in. 

I can't say I blame the buyer for declining your 1/2 price offer. Why would they accept only 50% for sandals they can't use. 

You have 2 options:

1. Issue a full refund and let the buyer dispose of the damaged shoes

2. Accept the return, issue a return shipping label at your expense, refund in full upon receipt of the returned item.

[onefootflipper]

If they sent you a picture of sandals with a ripped strap then just refund them, you are going to eventually refund them anyway, having ebay step in destroys your seller metrics and you are wasting your time getting the originals back as you will certainly get sent back sandals with a ripped strap, even if they were not actually the ones you sold.

[sangu4772]

Thank you. I issued full refund. 

[soh.maryl]

ALL eBay sellers, as well as ALL eBay buyers, need to make themselves acquainted with eBay's Money Back Guarantee for buyers, preferably BEFORE they begin to sell or buy here.  

[toysaver]

"Stated the strap ripped after 5 minutes of wear.  I wasn’t sure how to proceed so offered 1/2 refund no return."

Do you think they were only going to wear the undamaged sandal?

[sangu4772]

That wasnt a helpful response.  Of course I didn’t think that.  I didn’t know protocol that’s why I’m asking now. They wore them and damaged brand new shoes.  I’ve purchased from small shops in my town once there worn “maybe” a store credit.  Amazon/Target/walmart is billion dollar company they can return everything.   I’m completely fine refunding but going forward is why I asked.  Thank you for all the helpful responses. 

[sangu4772]

Thank you. 

[rugerskick]

If its an important enough/expensive item for you, always require a return for refund.  If it isnt then you can decide doing a refund without a return and write it off.

With this you should require a return before refunding.  Then you can inspect it.  Some shoes may have dry rot, they can appear totally fine and new but then tear/start coming apart when worn.

[sangu4772]

Thank you!

[sangu4772]

Thank you. 

[fashunu4eeuh · Accepted solution]

Below is a link to the eBay Money Back Guarantee that respondent @soh.maryl references upthread. This policy applies to all sellers regardless of their own refund policies. In other words, the terms in the MB Guarantee supersedes all seller terms.

The overarching concern here is that sellers cannot make fully informed decisions—and best protect their own interests,—without a working knowledge of eBay’s rules and procedures. This forum is littered daily with the remains of new seller accounts shut down permanently for not being aware of how eBay works before listing. Or from long-established accounts because the seller has not kept up with changes in policies. Thank goodness you have the smarts to come here and ask questions so this fate will never befall you. Good job, @sangu4772.

PS—sometimes you might receive what seems like an unhelpful or needlessly snarky comment. Don’t sweat these. But that said, @toysaver rarely falls into the unhelpful category. While on the surface, it may have seen a flippant remark, it was a fair question, suggesting you did not put your buyer’s needs before your own, or take them seriously.

(In some cases it is both necessary and appropriate, especially if fraud is suspected to offer a partial refund or place your needs first. However in this case, with a MBG claim, a full refund was both necessary and, likely, deserved.)

I tend to give my buyer’s the benefit of the doubt, including giving free returns to show i have their backs in a dispute. Altho as a small seller (i’m one too) one can ill afford a large refund, that is what was required of you in this case, @toysaver ‘s point was an important one. Perhaps the offer of 50% refund wasn’t thought thru enough? How would you have felt as a consumer if a Walmart or other retailer offered only half a solution? It is not the fault of the buyer if it financially pinches to give a refund. That is on you. How had you planned to deal with loss and refunds?

15 years ago, i started a suspense fund to cover shrinkage, which is simply a fact of retail life. Add a quarter,or a dollar, to each price to support your fund from every sale. And don’t forget to deduct the loss from your income taxes as well. 

OK, will stand down, just didn’t want @toysaver point to go unrecognized as something else. Wish you all the best @sangu4772 and much success. It’s obvious you have what it takes.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[sangu4772]

Thank you!  All points taken and appreciate you taking the time to provide so much advise!   I’m learning as I go and the forum is very helpful even when pointing out my mistakes or missteps. 

[krazzykats]

Also beware of shoe blowouts.  Old materials in old shoes can break down causing the shoe to fail on any brand.  Even if the shoes have never been worn.

Some old things are not as strong as when they were new...😎