How to go about receiving a return broken or switched?

[dippitydoo]

Howdy all!

I have an item coming back on return (it's in transit right now) and I need to know what I should do if the item returns back broken or swapped (they are returning because they found one cheaper, but mine is the first in the series and is marked as such, and has a higher value even though the items will look the same).  I will need to act the moment I receive the package because I have had a return in the past where as soon as the buyer saw that it was delivered (to my P.O. Box) they called Ebay within moments of delivery and had Ebay close the case, and I did not have a chance at all to inspect the item for damage as Ebay recommends one does!!  AND I got a defect mark (case closed without seller resolution).  

I see in the returns case file that there is only one box (refund now)...how would one be able to do a partial if there is damage?  I imagine the "refund now" button would be automatic for the entire amount?  Can I do a partial if she sends the wrong item?  My sale had separate shipping fee's from the item which were paid by the buyer, and buyer has paid the return shipping fee (remorse/found cheaper). Thank you in advance for any assistance!

[reda3615]

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@dippitydoo wrote:

I see in the returns case file that there is only one box (refund now)...how would one be able to do a partial if there is damage?  I imagine the "refund now" button would be automatic for the entire amount?  Can I do a partial if she sends the wrong item?  My sale had separate shipping fee's from the item which were paid by the buyer, and buyer has paid the return shipping fee (remorse/found cheaper). Thank you in advance for any assistance!

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If your buyer now regrets having any dippity to doo with yoo @dippitydoo and paid for the return postage, you'll have 2 business days to decide, if you qualify, to withhold up to 50% of the scratch, on top of keeping the original shipping you were paid. Conversely in your previous mishap, you allowed eBay to step in it and resolve your fate, which is why you had 0 days to examine that return, and earned the unresolved defect.

[bonjourami]

You must offer free returns to be able to deduct up to fifty percent of the refund if the item is returned damaged.If you do not receive your same item back of course you have to call Ebay, which usually does no good whatsoever. The reps usually say they'll go ahead and refund the buyer, then you can appeal..and we all know how that goes..

[dippitydoo]

Hi reda.....how did I allow Ebay to step in and seal my fate on that previous return?  The buyer phoned Ebay before I even knew the item was at my local post office for pick up (and examination)...how did I allow anything?  I am confused.  

Another poster just informed me that I can't deduct any of the refund for broken items if I did not offer free shipping. 😞

[dippitydoo]

Thanks, bonjourami....sobering information, but I appreciate the info.