Retracting a partial refund offer

[risbychic]

Having a nightmare with a member who I am guessing is a serial returner/ abuser of the money back guarantee.

Background:

Sold a high end travel case. Didn't have best offer option but she pestered me for a few days for a discount, I added best offer and gave her £250 off my asking price.

Its sent by Global shipping from UK to Germany. Case arrives she sends a message to say its 'super' but the lock and luggage tag are missing. I know I have enclosed all the accessories. She later says she has found the lock but no luggage tag, she keeps asking me what can we do?  I don't respond with an offer of more money off (which I feel she is seeking) Instead I ask her to keep looking.

Out of the blue she suddlenly opens a return case saying the tag is missing and the item is also damaged. She attaches pics of minor scuffs that were stated and photographed in original listing.

I re-check the listing to be sure I have photographed the scuffs and realise I didn't even sell the bag with a luggage tag. I dispute the return and phone ebay but I have to deal with ebay .com not .uk

They tell me to put all the info in the return case and they will review it on the 5th Oct. She doesn't respond to anything I add to the case.

I look at feed back she has left for other sellers there are loads of negatives.

I am worried about my seller performance and feel my 100% feedback is at risk. There is no button today for ebay to step in for the seller but its the day she can ask them to step in.

I'm worried that ebay will find in favour of the buyer despite above and I can't take the gamble.

I regrettfully decide to offer a £100 partial refund to try and end the return case (without a default), it then tells me she has 5 weeks to respond!

I now feel so anxious I don't want to wait 5 weeks, I'd be better accepting the return so I can relist it or taking the gamble for ebay to step in.

What can I do?

[phcd1]

If you're the seller, you don't want eBay to "Step In" (trust me).

I assume you have a SNAD case open against you, you only have a three choices. 1.) Refund 100% and let the buyer keep the item (not a great choice), 2.) Pay for return shipping and issue a 100% refund when returned or 3.) Offer a partial refund (which the buyer does not have to accept). I'm sure the shipping wasn't cheap and paying for it to be returned with nothing to show for it is not that much fun either. I stopped selling large (expensive shipping) items a long time ago, but that's me. I suggest you choose option 3, but thats me. 

Remember:

1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

BTW, this is US advice, YMMV

Block and report the buyer. It won't help you with your problem but it may help others

[missjen831]

Since its a GSP sale, the GSP should be responsible for the missing items. But since you offered a partial refund, you've basically take responsibility. You have to pay for return shipping if you want the luggage back. You know that right?