The item to be returned has arrived as trash.

[value-goods]

The picture above is the product I sent to the buyer.

The garbage sent to me by the buyer

The buyer asked me for a partial refund, saying that one corner of the Pokemon box arrived with a slight dent, but we informed on the product page that "The Pokemon box is a simple packaging material to protect the card inside, so we cannot approve a refund or exchange because the Pokemon outer box is slightly crushed."

However, since the buyer had initiated a return request, we approved the return by providing a FedEx return label.
Yesterday, when I opened the package that arrived, I found only leftover trash from opened Pokémon boxes. Furthermore, except for the good rare cards from Pokemon Box.

I asked eBay customer center, but they only answer that it is a principle that a refund must be made under eBay regulations.

We filmed the video even before we opened the box, and we have clear evidence that he sent us trash.

Is there no other way but to give a refund as eBay said?

It's so absurd and unfair..

[mybigsale · Accepted solution]

@value-goods 

Unfortunately, eBay buyer protections are much better than eBay seller protections.

You should be able to deduct up to 50% of the buyers refund for this type of situation. See information below. You can also block the buyer from future purchases.

 

How to handle a return request as a seller | eBay

Blocking a buyer | eBay

See section on 

"What to do if an item is returned used or damaged?"

[value-goods]

There is no option to select a deduction on the return screen.

Is it possible only if I set the condition that I can return it within 30 days on the product page?

But we gave this return for free.

[meme6253]

That is Really Messed Up!!!, I Feel For You!!, People can really be Disgusting!!

[ten_o_nine]

You have to offer "Free Returns" in order to be able to deduct from refund.

[mybigsale]

@value-goods 

Just looked up further details from eBay:

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 eBay steps in to help at any stage, you'll no longer be able to deduct an amount from the buyer's refund.

I sell 1-offs and vintage items. I offer free returns and always have the option for a buyer deduction. To be honest, I only get 0 to 2 return request per year and have never had to make use of the deduction.

It might be worth considering free returns. I was concerned when I first started offering free returns, but figured some buyers would just use a made up not as described case to force a free return. Also, I am Top-Rated, so I get a discount on my eBay fees, but only for items with free returns. 

My return rate before and after offering free returns has remained the same. So far this year I have had zero return requests. You should look at your current return rate and look if the cost of postage plus the ability to deduct 50% would have been advantageous. Also, any not as described cases would have forced a free return.  Good luck! 

[new_spin_boutique]

Wow man, that's really rough. If it were me, I'd be hounding eBay support through every means that we have in order to have them rectify the situation. Clearly, this is abuse of eBay's well-intentioned policies, it's criminal, and it's a buyer that eBay doesn't need on the platform. Keep fighting this until you succeed. Sorry this happened to you. 

[isatwin74]

Was just looking at your auctions, what is additional shipping costs fee that you are selling listed under video game?

[sapphire_studio]

You have to be a top rated seller and offer free OR buyer pays returns in order to get that 50% off deduction Seller Protection. So I definitely recommend everyone at least have buyer pay Returns on their account especially if they are a top-rated seller. I would involve the police and file a report and then send that report to eBay.

[value-goods]

I can't ask the U.S. police for help because this is Korea and I am Korean.
I'm also a top seller, and I didn't offer a returnable option in 30 days on the product page, but I did offer a free return to the buyer.
But there was no option to choose the deduction rate, so it's already 100% refunded..
How can I solve this problem..

[fab_finds4u]

I did offer a free return to the buyer

I did not see free returns in your listing.  It says seller does not acccpt returns.

Your listing must have returns accepted as your return policy, and additionally you must have  free returns in the listing details in order to deduct anything from their refund.

You don't  so you can't.   You must refund in full. If you don't  then eBay will eventually step in and refund the buyer and give you a defect.  

You must refund refund within 2 days after tracking shows delivered to avoid a defect.

[value-goods]

Yes, we changed the setting to provide a return within 30 days, but the product page at the time of purchase was set to No Return.
However, we approved the buyer's return request and we also paid for the return shipping fee.
Then isn't this also a free return?

Also, I have set the option to provide a return within 30 days, but do I have to set the option that the seller also provides a return shipping fee?

Currently, I set it as below, but does it mean that I can get a partial deduction in case of damage only if the seller sets the delivery fee to pay?

Return : 30 days returns. Buyer pays for return shipping

[fab_finds4u]

You can't  change any details in the listing that's already sold.

 Changing the setting after the end of the auction apples to future sales. You will not be able to deduct from a refund unless you offer  free returns in the listing.  

[inhawaii]

Some sellers absolutely refuse to give a partial refund, they demand of a return for full refund only.

I am not one of those sellers.

I do offer partial refunds SOMETIMES. It depends on the situation.

If I think it will save me time/money, I will do a partial refund.

In this case, a small partial refund may have spared you from this headache.

Really sorry this happened to you.

I've had this happen to me before.

A buyer returned a bag of candy that was ripped open with several pieces missing/eaten.

The individual pieces candy were loose in the shipping box.

Some people have no class.

[sextons-sweet-deals]

Selling and shipping cards that are of high value / in demand with shipping is scammers dream lottery. 

You should have made it pick-up only / pay then. That weeds out all the scammers instantly.

Did you check the buyer's complete profile and all feedback before shipping?

Did you Google map the address? 

Did you ship with signature required?

Indianapolis just hosted Gen Con and a pallet of cards were stolen. Supposedly 300k value. Last I heard, the thieves will probably be caught.