return and refund

[gumibirka99]

Hello!

I would like to ask for help regarding a sale I made on eBay. I am quite new to the ebay interface and have no experience of what to expect as a result of dispute resolutions.

A customer bought a toy figure package of four products from me. I indicated in the ad that the products were used, I do not accept returns.

Out of the 4 products, 2 arrived to the customer undamaged, 2 were damaged, which was confirmed by the photos. I had photos of the 2 damaged products before shipping, where it can be seen that one of the products was still intact, the other product had a minor defect, which I must admit honestly escaped my attention, unfortunately I was not an expert on the product, besides, the buyer in the ad could see the error in the picture.

I contacted the delivery company, unfortunately to no avail, so I offered 15% refund, which she refused.
She would like to refund half of the package, of course, as if everything is perfect. (50% of the total price.)

I would like to ask for your help with the following questions:

1. Do I have to go through with the return if it was stated in my ad that I do not accept returns?

2. Then I will still have to return it, who pays for the return in this case?

3. If the parties cannot agree, what are the results of the ebay dispute settlement?

Thank you in advance for your help!

[robbie31415]

Hello

1) Yes, your return policy only applies to buyer remorse. All non remorse reasons are covered by eBays 30 day guarantee.

2) You are responsible for return shipping for all non buyer remorse reasons.

3) eBay will side with buyer and let them keep it and give full refund if you don't take care of it. You will also get a defect on your account.

I would spend some time reading eBays MBG.

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

[soh.maryl]

Before you began your selling career here, it would have been to your advantage to read the Money Back Guarantee for buyers first.

As the other responder stated, your "No Returns" stance means nothing if the buyer claims an item is not as described.

You will have to send the buyer a prepaid return label and to refund in total when you receive the return.

If the "parties cannot agree", meaning you are balking, eBay will refund the buyer from your account and allow them to keep the item.

And, BTW, that "the buyer could see the error in the picture" is the wrong attitude.  Every single flaw should be described clearly as if there were no picture and pictured as if there were no description.  

[ckimodog]

@gumibirka99 

Wrote: 1. Do I have to go through with the return if it was stated in my ad that I do not accept returns?

There is no such thing as no returns on eBay.  No returns does not mean no refunds.  Here's a link on this topic that may help:

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

A buyer has a 30 day money back guarantee and does not have to have a reason to return it.  My suggestion is to accept the return and pay for the label.  

Good luck