What happens when a buyer refuses your partial refund offer?

[iamalwaysright]

I have a buyer who doesn't like their item but doesn't want to return it because they used a freight forwarder.

Here is their message to me "i am a hong kong buyer , is too high cost to return, my address is US warehouse address and it transfers to hong kong, i want to leave negative comments but system suggests contact seller first, i don’t think i paid that price and received this product."

I don't think I want to go thru the route and hassle of fighting this potential feedback extortion as I don't know if it qualifies. So I'm thinking of having them file a return (feedback protection) and I just offer a partial to cover all of my cost. But what happens if they refuse the partial within the ebay return? Does it go back to "return the item for refund" status and I pony up the return postage from their FF which they probably won't even use, right? Or will it go directly to ebay stepping in and ruling to give the buyer a full refund, keep the item, and I get a defect?

[inhawaii]

Buyer does not agree to a partial refund...

"Please return for a full refund".

[bashort]

once you know that the buyer does not want to return the item but wants a partial refund you have the upper hand,  every time they message you say return for full refund.

[fbusoni]

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@iamalwaysright wrote:

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So I'm thinking of having them file a return (feedback protection).

I'd stop right there.  Send the message requesting a return for a full refund, and should this escalate, eBay will see that you offered a fair resolution.

[iamalwaysright]

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@inhawaii wrote:

Buyer does not agree to a partial refund...

"Please return for a full refund".

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Is this what it literally says on the ebay return when the buyer declines the partial refund offer? I ask because I never issued a partial for an open return before.

[sin-n-dex]

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@iamalwaysright wrote:

I have a buyer who doesn't like their item but doesn't want to return it because they used a freight forwarder.

Here is their message to me "i am a hong kong buyer , is too high cost to return, my address is US warehouse address and it transfers to hong kong, i want to leave negative comments but system suggests contact seller first, i don’t think i paid that price and received this product."

I don't think I want to go thru the route and hassle of fighting this potential feedback extortion as I don't know if it qualifies. So I'm thinking of having them file a return (feedback protection) and I just offer a partial to cover all of my cost. But what happens if they refuse the partial within the ebay return? Does it go back to "return the item for refund" status and I pony up the return postage from their FF which they probably won't even use, right? Or will it go directly to ebay stepping in and ruling to give the buyer a full refund, keep the item, and I get a defect?

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What I do is talk to the buyer first about the partial return and get them to agree before sending it. From what I know you have one chance to get it right, so it's good to know they agree before doing it. (Then if they don't agree to it after saying they would, that would be a question for here, but I don't know the answer since that hasn't happened to me yet... I presume if they reject the partial you are stuck with the return).

C.

[grand-and-glorious-purpose]

If you are TRS and offer the buyer a partial refund and they decline and they then return the item and it gets broken in transit you can no longer deduct from the refund

[iamalwaysright]

The buyer isn't asking for a partial. As the message says they want a refund but don't want to return the item because of the cost. Maybe because it's near the holiday season and I'm a bit sympathetic to the buyer to consider offering a partial instead of force my hand to give a full refund only if they return it. But I need to know that if they decline the partial will it go back to the standard "return for refund" option and not have ebay step in and review.

[wastingtime101]

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@iamalwaysright wrote:

But what happens if they refuse the partial within the ebay return? Does it go back to "return the item for refund" status and I pony up the return postage from their FF which they probably won't even use, right? Or will it go directly to ebay stepping in and ruling to give the buyer a full refund, keep the item, and I get a defect?

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It's my understanding the return request is automatically escalated to a case when the buyer hits the reject button on a partial refund offer. It's the equivalent of the buyer asking eBay to step in. Am I correct kyle@ebay ?

Edit: That isn't correct. For an explanation of the process see this post.

[meme6253]

It is not your fault or your problem that freight forwarding was used, It's a return for full refund.

[iamalwaysright]

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@meme6253 wrote:

It is not your fault or your problem that freight forwarding was used, It's a return for full refund.

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Agree. There may be some instances where a seller may decide to deviate from standard practices. Could be because of a bigger picture benefit or something. Who knows.

[12345jamesstamps]

Are we talking nickels and dimes or hundreds of dollars? 

I have given a refund of $30.+...sometimes...and a freebie...my feedback is important to me...

We don't really know your feedbacks profile...so...some sellers have 50+ negative feedbacks and still make great sales.

For me, that one negative feedback will look me in the eye for a year.

Some buyers won't even tell you that you are going to get a negative feedback...as least this person mentioned it...key word...'mentioned it'...which means nothing in emails with artificial intelligence now.

Usually Hong Kong buyers are rather honest...

Letting eBay step in...'the kiss of death' usually...mission statement of eBay...seller should work it out with the buyer. 

[stuff4divas]

@iamalwaysright   here is the ebay link for info on full and partial refunds>

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers-managed-payments-seller?...

[dbfolks166mt]

     This must be your posting account since I see nothing listed or sold and that is fine. However, a few more details regarding the item you sold would be helpful. A lot of times a buyer will phish for a discount or partial refund from the seller using extortion methods like the threat to leave negative feedback. 

     Is this a long time buyer or somebody fairly new. Experienced buyers, especially those that use freight forwarders are, or should be, aware of the terms and conditions of the eBay MBG. They know full well what they paid for the item when they bought it including the shipping cost. As far as receiving it how could they not like it if they have not received it yet. 

     I would nicely respond to the individual and tell them you are sorry they are unhappy with their purchase and they may return it for a full refund but in accordance with eBay policy they are required to cover the cost of shipping the item back to the freight forwarder. 

[lakefor94]

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@wastingtime101 wrote:

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@iamalwaysright wrote:

But what happens if they refuse the partial within the ebay return? Does it go back to "return the item for refund" status and I pony up the return postage from their FF which they probably won't even use, right? Or will it go directly to ebay stepping in and ruling to give the buyer a full refund, keep the item, and I get a defect?

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It's my understanding the return request is automatically escalated to a case when the buyer hits the reject button on a partial refund offer. It's the equivalent of the buyer asking eBay to step in. Am I correct kyle@ebay ?

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I  was in a similar predicament a few years ago and had to go to the Twitter reps to work through it since we did not come up with a definitive answer here. I offered a partial and the buyer ignored it, no response though I know he saw it.

When a partial is offered, it locks up the return as far as the seller options. If the buyer declines the partial and the return has already entered into the time period of when eBay can be asked to step in, the buyer can decline the partial and turn right around and ask eBay to step in. 

I dont know if it is automatic or if the buyer has to initiate the escalation.

If the buyer declines the partial right away and the return has not entered into the timeframe where eBay can step in, it would also be good to know if the seller can still provide a return label at that time and allow the return to proceed?

My deal was even a lot more convoluted and I won't get into that other than the buyer eventually asked in messages to just close the return and I hit the Twitter reps up again and they saw the message and closed the return.