Returned item but not in same condition

[jules7970]

I sold an item which the buyer returned. However the item was not in the same condition as it was sent in. CSR told me that I should talk to the buyer but I'd rather not as the buyer was not a particularly nice person. What do I need to do in order to file this claim? 

[broto_64]

What do you mean by not in same condition?

[albertabrightalberta]

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@jules7970 wrote:

I sold an item which the buyer returned. However the item was not in the same condition as it was sent in. CSR told me that I should talk to the buyer but I'd rather not as the buyer was. a particularly nice person. What do I need to do in order to file this claim? 

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If you received the return, you have 2 days to issue the full refund. If you don't do it within the timeframe, ebay will do it for you and you won't get your FVF credited.

[reallynicestamps]

And after the refund, you go to the appeal.

But you can file the appeal and refund and the appeal will still be open.

But don't put off the refund since that will hurt you more than the money lost will.

Was this one of those "variety of wildly different items at various prices" listings?

Those always look sketchy and attract buyers who want the $250 watch but pay for the $20 patch.

[mam98031]

@jules7970 

Give us more details so we can more accurately help you.  

If your buyer was a nice person, why don't you want to communicate with them?  Or was that a typo?

You don't file a claim, sellers don't have such a vehicle.  

Tell us more about the product.  What condition was it when you sent it?  How much did it cost?  What condition was it in when you got it back?

[jules7970]

sorry, it was a typo. the person was rather difficult. 

[jules7970]

I sent a facial cleanser to the buyer. she had issues with it saying that the volume was less than full (but no companies fill things to the brim - look at potato chips).  Anyway I accepted the return after she turned down the very discount she was looking for.  She returned it with the volume being less than what I sent.   She had sent a pic showing the volume of the cleanser in the translucent bottle. It's now about 15% less than that picture. 

I told eBay about it on Mar. 12th asking them for options.  I told the 3 CSRs I spoke to (including a team leader) that I would be willing to offer a partial refund. the only thing that the CSR provided was a link for sellers to report that there's something wrong with the return.  nothing for a partial refund offer.  shortly I filed that, eBay closed the case against me & refunded the buyer in full. 

I contacted another CSR last night & she said I could file an appeal today but that was denied. 

I just found out today though, that a partial refund was an option but wasn't provided to me by any of the CSRs I spoke to. 

So now I'm trying to figure out what I can do considering  i was given bad advice from the CSR's. Aren't they supposed to be the more knowledgeable than us? apparently not because the 4th CSR whom I spoke to about this case said that partial refunds were only available to top standard sellers, however I pointed out to her that as of Jun. 1, 2023, it was available to ALL sellers who didn't fall below standard.  

[broto_64]

The phone CSR's are not very knowledgeable, they often tell us things just so they can get us off the phone because they get "defects" for us being on the phone too long without resolution. It does not truly matter if what they tell us helps or not, on their end they can mark the problem solved and that is "good" by the AI bot.

On the note of defects, you received one for not voluntarily refunding in full and ebay steps in.

Be careful with that.

In the future never get into conversations with a buyer.

Simply "please return for refund" and nothing else.

[discount.electronics.for.sale]

Are you suggesting that eBay mandates full refunds for all returns, or are partial refunds an option?

I'm facing a comparable situation where eBay advised against refunding the customer initially, but later intervened in favor of the buyer. Fortunately, the buyer is returning the item. However, my policy states that shipping costs are non-refundable. Would it suffice to only refund the value of the item in this case?

[kensgiftshop]

When a buyer files an INAD, you don't have many options.

Just refund the buyer and write it off on your taxes.

[itemresa]

Original shipping costs are very much refundable if a buyer opens an INR claim or INAD return and if you want the item back (INAD) you'll have to eat the return shipping as well. This is per eBay's Money Back Guarantee and it trumps any return/refund policy a seller puts in their listing. The individual return/refund policies sellers put in their listings only apply to remorse returns.

[fern*wood]

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@jules7970 wrote:

I just found out today though, that a partial refund was an option but wasn't provided to me by any of the CSRs I spoke to. 

So now I'm trying to figure out what I can do considering  i was given bad advice from the CSR's. Aren't they supposed to be the more knowledgeable than us? apparently not because the 4th CSR whom I spoke to about this case said that partial refunds were only available to top standard sellers, however I pointed out to her that as of Jun. 1, 2023, it was available to ALL sellers who didn't fall below standard.  

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The partial refund for a faulty return is limited.  I'm not so sure you qualify.  Can you post the June 1st policy you are referring to?

As far as I know the limited partial refund protection applies to at least above average sellers that offer free returns or top rated sellers with at least a 30 day return policy. 

[mam98031]

@jules7970 

I'm sorry you got incorrect information or misunderstood what they tried to explain to you.  Either way, this did not turn out well for you, sorry.

First thing to know is NEVER allow an INAD to stay open long enough that the option for asking Ebay to step is is an option.  That will never turn out well for the seller.  You do not want this to happen.  Not only did you get a defect on your account, you were not refunded your FVFs because Ebay had to step in and handle the claim.

You don't qualify to be able to offer a partial refund on an INAD.  You don't have a free return policy.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345#section2

There isn't much you can do now except learn from this and don't allow Ebay to ever step in on another of your claims.  When you get an INAD, just process it.  That is in your best interest.  They shouldn't be happening so often as to hurt you financially.  If they do, then there are some other issues to be discovered and fixed.

[discount.electronics.for.sale]

Recently, I encountered my first INAD claim on eBay. Upon contacting eBay immediately after the customer opened the ticket, two different agents advised me to refrain from taking any action and wait for their intervention.

It was evident that the customer had made a false INAD claim, a fact acknowledged by both agents. However, despite their assurance, eBay ultimately sided with the customer, citing that I had not responded to the INAD in time, despite their instruction to wait.

Moving forward, I will no longer rely on eBay customer service for assistance. Trusting the community's insights seems more prudent, as eBay's policies often seem to disadvantage sellers.

[inhawaii]

My advice.

Just accept he return.

Refund the buyer in full.

Block that buyer.

Have a beer or a glass of wine.