Offering Free Returns - Refunds Up to 50%

[abuzzestateagency]

We sold an item 11/27/17-buyer requested a return 12/6/17.  Automatically approved return 12/6/17, messaged buyer, since the item was brand new sealed, that the item must be returned in same condition 12/6/17.

Received return back on 12/11/17, item was opened, used, and damaged.  Unable to re-sell, had to discard.  Since we offer free returns, I know we had the option of offering a discounted refund, I messaged the buyer to let them know why there would only be a 50% refund.

On 12/12/17, buyer opened a case, (how is this even possible the return showed closed??) with E-bay, stating the item had been opened, but he wants his money back.  And E-bay sided with him with comments of :

We reviewed this case and decided to issue the buyer a full refund.

We received tracking information from the buyer that shows successful delivery.

What is the point of even offering Free Returns? I realize to provide good service to buyers, BUT- I thought the point was so that us the sellers would have some protection when receiving their returns back when they no longer match the condition originally sent in. 

Has anyone else experienced this?  

[southern*sweet*tea]

Did Ebay refund the buyer on the second case? Or did it come from you?

[abuzzestateagency]

It will be coming from me-not Ebay.

This amount will be debited from the payment method on your account.

[plumbingspecials]

Did you report the buyer for returning the item in a different condition than sent? Did you report the buyer for misusing returns? 

It's essential to let eBay know (report) when a buyer has not done what is required in a return case. Because that is a violation.

[abuzzestateagency · Accepted solution]

Yes and yes that was already done.

[Anonymous]

I think this confirms one of my deepest fears: that eBay really does not care about the seller.

Your best bet is never offering free Returns and always the maximum 20% restocking fee. I'm sorry this happened to you.

[carlmarxx]

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@Anonymous wrote:

I think this confirms one of my deepest fears: that eBay really does not care about the seller.

Your best bet is never offering free Returns and always the maximum 20% restocking fee. I'm sorry this happened to you.

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U.S. Law does not require online  sellers to  take returns or give full refunds . Nor is there any U.S. law that merchants have to do liberal return policys that cause retail buyer fraud and  remorse return abuse .  but a large number of well known brand name companys that offered liberal return policys  have cost those companys  1 billion dollars per year lost to buyer fraud .   Folks  lost-provention.com reported that last year the retail industry lost 9.16 Billion dollars to buyer fraud. the report did not have the numbers from the online mail order industry .   Far as ebay goes they are considered a second market 3p site . that  buyers have limited rights on returns .