What constitutes excessive use?

[politeproducts]

I offer returns within 30 days. I sold a wearable device a few weeks back. The buyer opened a return request, which was automatically approved per my policies. The reason for the return is "I purchased this item because I wanted to try it for my daughter and my son. Neither found it helpful and stated that it is not something that they could wear throughout the day. Everything works fine. It has all of its original packaging."

I received the return today and the charging cord is missing. I intend to issue a partial refund due to the missing charging cord. 

Should I withhold additional funds for using the item by two different family members?  The strap has some fuzz on it, I can tell it's been worn but there is nothing I can't clean up. I just don't know how long she allowed each family member to "trial" the device and if that constitutes excessive use. What would you do?

[bonjourami]

I certainly wouldnt subtract more from the refund because 'two people used it'.

[mtgraves7984]

I sold a wearable Apollo Neuro device a few weeks back.

I just don't know how long she allowed each family member to "trial" the device and if that constitutes excessive use.

@politeproducts 

If it was wearable when you shipped it, I'd probably not reduce the refund... it'll still be wearable when you relist it. Realistically, they haven't had it long enough to constitute "excessive use" in my opinion.

With that being said, I'd inspect them upon return and make the call then. Until... hang in there to make the call. Good luck.

[bonjourami]

op has received the return.

[soh.maryl]

Per the OP, was missing the charging cord when returned, so evidently not sellable as is.

[mtgraves7984]

@bonjourami, @soh.maryl 

Doh. Missed that in the OP.

Yes, @politeproducts... you'll get to make a deduction, then. Is it a device that you could buy a cheap generic charger for?

[politeproducts]

Thank you for the feedback, everyone. I am looking for a cord that will fit so I can charge the device to determine that it still works. Assuming the device still works once charged, I will deduct for the missing cord but I will not deduct anything for "use."

[12345jamesstamps]

A return is a return...'excessive use' is not part of the return.

Missing charging cord...might ask buyer about that in an email.

I assume TRP will erase the negative feedback you might receive.

[politeproducts]

@mtgraves7984  It's a USB charger. The replacement through the company is $9.99  you make a good point,  I bet I could find a cheaper one on Amazon!

[fern*wood]

Keep in mind if you do deduct a percentage of the refund for the missing charger, you will forfeit the entire final value fee refund.   So depending on the math, it's possible to lose more than you gain by doing so.

[worldcoinauctions]

Now that is a good point, if I were in that situation then I would have to deduct both the amount for the charger and the amount of the FVF.