Partial refund question?

[hebertsusedautoparts]

"My post and comments are my own and not those of my employer"

I am wondering if anyone has had some experience with the partial refund as a TRS.

We had a customer open a return (we automatically accept them all). We are TRS, offer free returns, etc.

The item was an automotive electronic module, reason for return was "Changed mind" No problem with that from us what so ever. 

Today the module is returned and it is clearly not ours, pictures in our original listing show our markings and part numbers and the one returned has none.

I know we are allowed to deduct 50% but my question is this? Anyone ever use this? Did it work as it is suppose to or did you face a fight and end up with some kind of strike against your account anyway to where it would have been better off just refunding the total amount. We are talking about a $105 dollar part plus of course the return shipping so it's not like it was a crazy money item but still it a loss our working and functioning part for what I can only assume as a non functioning one and our time and shipping.

I appreciate any help anybody could offer.

Thank you in advance.  

[onlinecentral · Accepted solution]

I have sold many used automotive climate control panels for the heater and A/C.
A brand new zero feedback buyer filed a fraudulent return.
Reason: Doesn't work or defective
Details: Did not fix the problem
Maybe I was incorrect, but I felt like this lady was probably honest and was the stool pidgeon who unwittingly fronted the money for their loser husband, boyfriend, son, nephew, relative or friend crook. The type of people who can't get a credit card and have been banned from eBay.
The return arrived, I withheld 50% and reported the buyer for fraud.
The automotive salvage yards always paint different colored letters for warranty purposes on the used parts I buy and sell.
This return is a fraudulent identical part with no paint marking.
The return arrived rattling around the package without the bubble wrap. A mounting stud or prong is broken off.
The 50% deduction, FVF credit and the credit for return shipping offset the salvage yard cost and original postage, allowing me to break even financially.
The unpaid labor costs to ship and process the return were a total loss.
I could not relist the identical defective returned item.
Then I received daily messages from the buyer asking how she can get the other 50%
Message: This item did not fix the issue. How can I get the other 50%?
Answer: Go to your purchase history or the resolution center and click on something.
Message: The part was returned in the same condition as received. How can I get the other 50%?
Answer: Click on this link for your Purchase History or this other link for the Resolution Center and click on something.
It is maybe not self evident to the zero experience buyer on how to get their other 50%
Anyone ever use this? Yes
Did it work as it is supposed to?: Yes
Did you face a fight?: I filed for the deduction once and it was granted, no further questions asked.
Did you end up with some kind of strike against your account anyway to where it would have been better off just refunding the total amount?: eBay announced they would be recording how many deductions you file. They implied those who file too many will have consequences. This 50% percent deduction started on October 1st, 2019 and I used it a week later. I have not used it since then.

[donsdetour]

The truth is that if you do a partial they can then go after this through the payment method.

Sinc the item was switched (Theft) you should report it to law enforcement.

Also on the side of the order is a report buyer also state item was switched on a return.

 Nothing will happen of course but puts it on file. This type of crime, the perpetrator just keep doing it which if reported to law enforcement,  postal inspector etc they eventually get caught.

Make sure to put them on your blocked bidders list.

[otow_18]

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@onlinecentral wrote:

Then I received daily messages from the buyer asking how she can get the other 50%

Message: This item did not fix the issue. How can I get the other 50%?
Answer: Go to your purchase history or the resolution center and click on something.

Message: The part was returned in the same condition as received. How can I get the other 50%?
Answer: Click on this link for your Purchase History or this other link for the Resolution Center and click on something.

It is maybe not self evident to the zero experience buyer on how to get their other 50%

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When they click the clearly-visible large blue button to request the rest of their refund, the buyer is actually opening a real case against the seller.

And if the buyer doesn't use/moves on after using the button, and contacts their card issue using the chargeback reason Good returned, credit not issued, the seller pays the full remainder of the refund (including the previously-refunded Simplified/FVF and PayPal fees), plus a complimentary $20 convenience fine.

[onlinecentral]

You attempted to take a deduction you were not eligible for.
eBay ruled against you and did not compensate the buyer the $38.25 original and return postage.
That enabled the buyer to take further action.
Your screenshot says in a red rectangle, "This is for the cost of shipping back and forth."
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#how_...

This feature may not be used to recoup market losses on items returned in the same condition or to recoup return shipping and restocking fees.

[hebertsusedautoparts]

Thank you for your reply and insight. 

Yes, We also mark all over our parts with paint sticks,tabs,etc that identify the parts as ours and often will get returns with customers saying it didn't work and restock the part and resell with no issues because quite often it becomes obvious they were throwing test parts at the issue.

It's not even like this is the first time this has happened I've been in the auto recycling industry since I was 15, have had my own yard before and worked all sectors of the industry for the most part.

I have seen some people do some crazy things with false returns not on with the on line stuff but in our B & M  also but at least when they are in front of me I can show them the pictures of our markings and even then I give them the chance and say are you sure you didn't grab your old part by mistake and maybe ours is still sitting on the garage floor?  Have even had a customer put our marking on his old part with a crayon and not the paint that we use.

This one just really bugged me and I guess because it is so obvious and they didn't even put any effort into ripping us off.

Any way, thank you for taking the time to reply and allowing me to vent.

[hebertsusedautoparts]

Thanks for the reply, I don't add to our blocked list often and even when we get returns from people that say it didn't fit because they ordered the wrong one or the many reasons because they didn't ask any questions to make sure they were getting the correct part I do the return and never block them and just hope that in the future they take the time to ask a question or two to get some help and what they need.

This one was just clearly theft, they have been added to our blocked list and reports are being made.