eBay

finns_discount · ‎06-23-2019

I have a buyer who has returned an item for a false reason. They claimed it did not work, it does. They claim that my listing included items that are not mentioned in the listing and they insulted/borderline threatened me.

Now I am a veteran and I have no real fear for my life, plus I say borderline. The buyer got real close, but didn't cross over the line of an actual threat. I want to deduct the return shipping and outgoing shipping costs, if I click the issue refund button on the case, will eBay send the full amount or allow me to adjust it (at least to some extent)?

If eBay will send them the full amount. Can I send a partial refund through PayPal and will eBay honor the refund that way, as in case/refund closed?

Note: I meant to post this here, that is why it is also in the Q/A section and here.

lintbrush* · ‎06-23-2019

Unless you offer Free Returns and it came back in a different condition, you cannot withhold any part of the refund.

A SNAD return requires full reimbursement. You can report the buyer afterwards.

finns_discount · ‎06-23-2019

Their return reason is that the item "does not work", they claimed over messages to me that it was not as described. But their stated return reason is "Doesn't work or defective".

So is claiming that it does not work the same as "not as described"?

finns_discount · ‎06-23-2019

Also they only sent messages to me saying that the item was not as described after I approved the return and paid for the return shipping label. They than asked me to send them an additional item to make up for it not being as described. Which I told them no, they than started to insult and borderline threatened me. eBay actually sent them a message stating that they could be kicked off the site for abusing their messaging rules.

But their official reason for returning is "doesn't work or defective".

So do I still have to refund the whole amount for a "doesn't work or defective" case?

Note: The item is fully working.

orangehound · ‎06-23-2019

@finns_discount wrote:

So is claiming that it does not work the same as "not as described"?

The term "Not as Described" or SNAD (Significantly Not as Described) or INAD (Item Not as Described) all mean the same thing. These are general labels that may have a specific return reason such as:

Doesn't work or defective
Not as shown
Parts missing
Doesn't match description or photos
Doesn't seem authentic.

orangehound · ‎06-23-2019

@finns_discount wrote:

So do I still have to refund the whole amount for a "doesn't work or defective" case?

Yes.

It may work correctly, but some buyers lie about the return reason in order to get free return shipping ... if this is the case, then report the buyer as abusing the Money Back Guarantee and circumventing your return policy.