Buyer returned same product but heavily used

[melindaanne]

I need some advice from the more seasoned sellers, this is my first time dealing with this and I am unsure how to proceed. 

basically I sold a smart watch that was brand new and still sealed in the factory plastic. A week later the buyer requested a return saying they just didn’t like it. Obviously they had opened and used it, sure that sucks but it is what it is.

flash forward to today I get the return…it is disgusting! It won’t let me upload a photo for some reason, but you know how when you wear a smartwatch for months it gets some really nasty grime, skin, and debris all over it? Well this one was absolutely covered in the stuff on the back. We’re taking months if not years of grime. It also will not turn on either now even after charging.

I just got it today and haven’t refunded yet. I don’t know what to do. Should I say something to the buyer? Or file something with eBay? And if I file with eBay do I do that before or after I refund? Thanks in advance for your help! 

[melindaanne]

 was finally able to upload pic. And this lighting isn’t even doing it justice, it’s much worse in person. Customer only had it for one week…

[melindaanne]

Here’s a another photo that shows it a bit better

 

[mtgraves7984]

I just got it today and haven’t refunded yet. I don’t know what to do. Should I say something to the buyer? Or file something with eBay? And if I file with eBay do I do that before or after I refund? Thanks in advance for your help! 

@melindaanne 

The best way to protect your Seller Metrics is to refund the buyer in full on your own, of course. It's inevitable, anyway.

As to 'filing with eBay'... if you don't  issue the refund (and eBay has to), you can appeal the refund 🤞 but you'll still have the 'ding' to your Seller Metrics since eBay got involved. You can't appeal a refund that you approved.

I'd sleep on whether or not to reach out to the buyer. I'd add the buyer to my BBL. Good luck and good golly.

[downunder-61]

Report this buyer for abuse of the MBG - after you refund as advised above.

Go here to report a buyer for misusing the Money Back Guarantee. https://spd.ebay.com/RBASellerHub

[pethorizons]

DO you have a return policy, a statement that pertains to if orders are returned not in their original condition? A notice regarding a restocking fee. Please review ebay's protection for sellers in instances where buyers have abused the return policy, even ebay's return policy. Check out:   https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345#section2.  Read this:

An item is returned after it was used or damaged by the buyer

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 we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

Hope this helps

[mtgraves7984]

@pethorizons 

Good idea, but @melindaanne offers 30-Day Returns. The refund can't be reduced. Restocking fees are gone, too.

[pethorizons]

Despite her 30-day returns - ebay has strict policies regarding returns. Unless melindaanne indicated in her listing that used returns were acceptable, she still has standing if a product purchased new is returned used, or damaged. eBay will back her. melindaanne must present her position to ebay including not only her return policy but also ebay's return policy where the buyer violated standard rules. There's also an arbitration board she can access. She doesn't have to lose her stock value nor does she have to put up with an abusive buyer. 

[melindaanne]

Pardon my ignorance, I have only been selling for about 1 1/2 months on here so I’m still learning the ropes. But just to verify I have this right if I accept returns that means that a buyer can basically return it in any condition?  Or even the same product but one that’s clearly overly used and is impossible to have that much wear and tear on in a single week like in my case? 

i completely understand buyers returning things that they have used and don’t like, that’s inevitable sometimes when you allow returns. But even most businesses don’t allow returns if it’s clearly being abused (for instance a foundation that’s less than half full, or missing parts). 

oh and I forgot to mention that the buyer did return the charging cable, but not the wall brick it comes with. Nor did she return the additional bands that come with it. So they can just return things incomplete as well and there isn’t even a way to report this obvious abuse? 

[bonjourami]

In a he said, she said, Ebay will always rule in favor of the buyer.