Partial Refund, I'm not sure CS rep had the right info about refunding and FVF...

[cleaning.the.attic]

Slightly amusing background info:

Buyer sent message that they were disappointed in size of item—she thought it was going to be 4 feet tall, but it was only 48 inches….(what?!)  But she was going to keep it.

Messaged me again, she feels like my listing was misleading. I told her the buddy was actually 52 inches tall, I measured it, over 4 feet. As advertised. But she could return if she wants.

Then she messaged me she already had the exact same item, didn’t realize she already had it, doesn’t need two, so she wants to return. And she didn’t measure MY item I shipped to her-she measured her duplicate, she figured they’d be about the same. I messaged her that is fine, just return in original condition with tags, etc. She shipped it back, NO TAG. Tag was gone.

Question part:

I called customer service to see if I can do a partial refund due to tag being removed. He said yes, sure. I asked him if I get my FVF back if I only do a partial refund. He said yes, I would get my FVF back, or at least on the part I refund her. I asked him if he was positive, and if that would be automatic, or if I’d have to call to get FVF back. He said yes, guaranteed, don’t worry. Maybe things have changed, but from what I remember, if you only do a partial, you don’t get FVF back, or you have to call about it?

I also asked him if I have to use Paypal to do a partial refund. Again, maybe things have changed, but I think I remember having to do that before. He said I can just go to my Sold items, or the Resolution Center and do a partial. I tried both, but either way, the only option I see is to refund in full.

I have a nagging feeling that maybe this CS guy didn’t have all the best info.

So, to do a partial refund, you go through Paypal? And do you get any FVF back if you do a partial?

Thanks

[lintbrush* · Accepted solution]

Only way to do an eBay sanctioned partial refund with FVF credit for a faulty return is to have had Free Returns on the listing.

If your buyer opened a return request, and you don't refund in full, you will be forced to refund.  If eBay intervenes, you lose your FVFs entirely.

[cleaning.the.attic]

So the requirement that the buyer needs to return the item in new/original condition for a full refund only applies if the seller listed the item with a free return option?..

Otherwise the buyer can remove tags and still get a full refund?

[cream_couture]

Go into paypal and refund partially with the notation that the tags were not included when returned. Call ebay and ask them to close the return. You can give them the transaction number of paypal refund you did. Then ask for them to credit your final value fees back.

[robot-hands]

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@lintbrush* wrote:

Only way to do an eBay sanctioned partial refund with FVF credit for a faulty return is to have had Free Returns on the listing.

If your buyer opened a return request, and you don't refund in full, you will be forced to refund.  If eBay intervenes, you lose your FVFs entirely.

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....and then you can even be on the hook for a double refund.

[orangehound]

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@cleaning.the.attic wrote:

So the requirement that the buyer needs to return the item in new/original condition for a full refund only applies if the seller listed the item with a free return option?..

Otherwise the buyer can remove tags and still get a full refund?

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Three possibilities.

1. If you offered free return shipping, then eBay's interfaces allow you to deduct up to 50% for items returned in a not-as-sold condition.
2. If your listing has the "replacement available" check-box marked, then you get the old interface that allows you to offer a partial refund to the buyer (I think this is still true ... it has been about 3 months since I last had a return request with a listing like this).
3. If neither #1 or #2 is the case, then eBay's interfaces only allow for a full refund, regardless of the condition of the return ...

[pjcdn2005]

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@robot-hands wrote:

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@lintbrush* wrote:

Only way to do an eBay sanctioned partial refund with FVF credit for a faulty return is to have had Free Returns on the listing.

If your buyer opened a return request, and you don't refund in full, you will be forced to refund.  If eBay intervenes, you lose your FVFs entirely.

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....and then you can even be on the hook for a double refund.

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How would you be on the hook for a double refund?

[cleaning.the.attic]

It is a large heavy item, she paid $22.xx for shipping (Parcel Select) and that was only 1 state away. Going any farther, or if someone chose Priority-- I am not willing to offer free returns on items like that, and just lose that money. Especially since there are people like her that oops, buy something they didn't realize they already had, or complain that it's 48 inches, not 4 feet long....  So there's another great facet of eBay selling. If you don't offer free returns, your buyer can cut tags off,  pull a switcharoo with the one they already had that their dog slobbered on, etc, send it back and you STILL have to refund them in full OR ELSE...

Which is what I did, because I talked to 2 different CS reps and they each said something different. I refunded her because I didn't want to lose out on over $20 in FVF. Even though they acted like that probably might not happen. 

So buyer made a mistake and didn't need item, yet still cut the tags off a brand new item, and gets all her money back... nice. But I guess those are the rules. 

(The buyer said she didn't remove any tags, they probably fell off in the box maybe. I should look in the box, thanks! 🙂   Of course.

Thank you to all who replied.

[cleaning.the.attic]

I wish there was an option to 'begrudgingly accept as solution' haha. Thanks 🙂

[poanann_0]

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@cleaning.the.attic wrote:

So the requirement that the buyer needs to return the item in new/original condition for a full refund only applies if the seller listed the item with a free return option?..

Otherwise the buyer can remove tags and still get a full refund?

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The buyer can return a rock or an empty envelope under most any return policies and still get a full refund, in some cases the buyer need not even return anything at all however the system software does hinge on the 'delivered' status of confirmation before forcing a refund under returns accepted policies.