mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@jacevoid wrote:Do you read the seasonal seller updates? Ebay announced in the spring 2018 spring update that sellers who offer FREE returns can issue a refund up to 50% if the buyer returns the item in a different condition. If you don’t offer free returns then yes you do have to issue a full refund and report the buyer
Yes, I read that back when it was announced. Has anyone actually succesfully done this? One, eBay already had a policy like this in place where you were supposed to call and be able to complain to a rep if a buyer returned a damaged item. In reality, it was completely fake, as every time you were just told "sorry, you already accepted the return, it doesn't matter how it was sent back to you".
Two, if I sold a $2500 software item that was sealed, (a recent real life sale for me) and it was returned opened, that means taking a theoretical $1250 loss on that item. But in reality, its a full $2500 loss as the buyer likely stole the codes at that point.
If you don't get your answers this week, come back next week as all the blues aren't here this week, they are in Vegas for the Ebay Open functions. I faguely remember reading something about a few [very few] exceptions and new/video games should be protected for the vary reason you mention. But I think we need a blue to answer the question and give us a link to a policy we can bookmark.
With that said, the only reason I'm not doing Free returns AKA 30 [or 60] day returns with seller pays shipping is because of how Ebay treats fragrances. I sell new, seal fragrances amoung other things. But I've been told by Ebay representatives that Ebay will allow buyers to open and test a fragrance and still allow a return for full value. Even though once they break that seal I can no longer sell it as a new item. And Ebay knows that. But their position is that sometimes a buyer can't tell there is a problem with them item until they smell it.
After smelling it, it may be soured or otherwise not up to snuff and the buyer can return it in Ebayland. Now there is some value in that statement however that isn't why most that want to return a fragrance for its smell wants to return it. It is typically buyer's remorse, they don't like the scent. Obviously a very subjective and personal opinion. Something no seller can control on any level. We can't guarantee that someone will like the scent.
But Ebay allows it to be returned as a new item. So I'm sticking with my 30 day return policy and buyer pays shipping. That allows me to charge shipping for the return of the item to the buyer when they file a Buyer's Remorse claim. And surprisingly most actually file the proper type of claim. I do have a couple that didn't, but most do.
This is what it looks like in the return process. I withheld the original shipping on my last SNAD and the buyer didn't do anything, so I don't know what would happen if push came to shove.
And of course note the wording on the right "the buyer can always step in and ask us to help if they are not satisfied." The devil is always in the details. 
@jacevoid wrote:Well if you had "free returns" you could have omitted shipping from the refund as well as upto 50% of the sale price.
How would that work? Last time I received an item in a different condition, I called eBay and they told me the same thing they tell other sellers: You accepted the return so you have to issue a refund, no matter what condition it came back in. So apparently, unless things have changed, the whole "eBay will protect you if you received your item back damaged" is just another false promise.
Also, of course, no store out there accepts returns on new software that has been opened. Obviously, in today's world, the code is what matters, and anyone can open a package, steal the code, and I have no recourse. No, not even Amazon takes back new software that has been opened. Apparently eBay is now trying to attract all the frauds that were banned from Amazon.
Yes Well Said !!! 
