Return Request Advice

[immortalfigures]

Usually when I get returns I just take it on the chin, but this one bugs me.  Sold a collection of parts for a building set. Description stated, "item includes only the pictured parts. Set is not complete." Had about 95% of the parts, priced it at about 40% of the normal cost for the full used item $60 item + $30 Shipping. Someone purchased, sent via fed ex, paid $40 shipping (my miscalculation). Get a return request a few days later from the first time ebay buyer saying that when she tried to build the set it was incomplete. 99/100 times I just accept the return and eat it. This time though it really bugs me because its going to cost me $40 bucks to ship it back. Few quick question to the people who have done this before (again, I rarely ever go this far into the process):

1. I have until December 16 to respond. If I make an offer to resolve the matter, basically a refund of the selling price minus the cost I would have spent to ship it, and they neither accept nor respond to it, can Ebay still step in after December 16. 

2. Are we in that situation where if Ebay steps in after December 16 they can just refund the buyer and they get to keep the item. 

3. If they return it and its missing parts what recourse do I have before refunding (my assumption was none but I keep on hearing people mention there are ways to challenge that). I say this because there are a few returns this  has happened to me on where I am pretty sure the person just needed one or two missing parts and then returned the rest. Last year someone purchased some rare parts to an old star wars Lego set. They did the same type of return claiming they thought it was the full set. While I was looking at the return I noticed they were selling the same incomplete set on their account, but for some reason my brain wasn't firing on all cylinders with that observation. Got it back, issued return and only later noticed that parts were missing. Looked at their account again and saw they had changed their listing to the same set, but that it was suddenly complete.  

4. Is there anyway to actually talk to an Ebay rep anymore? I see the we call you back option is gone.

Thanks for your time. Also, I know that the system is not seller focused and likely this will all end with the buyer getting their refund.

[loveyourimagination49]

Just clarifying - You paid $10 out of your pocket and if you accept the return, you will be paying $50 in shipping to receive back a $60 item that may be missing parts?

[mtgraves7984]

1) Yes, eBay can step in. (Don't count on your buyer's non-response.)

2) Yes, eBay could choose to refund without return.

3) You have no recourse (missing parts, etc.) because you offer No Returns. This is a spot that you might want to revisit... TRS sellers (such as yourself) that offer 30-Day Returns have the ability to 'short' a refund by up to 50% (plus shipping) if an item that is returned is significantly different/devalued from the condition it was shipped. There are so few seller protections that I'd recommend you take advantage of that one.

4) I don't know if you can talk to a Rep, but I wouldn't advise it. At this point, it's your  business, not eBay's.

I'm not one who encourages refunds without a Return. With that being said... I wonder if you'd be chasing good money after bad. I find that if something sells once, it will again... but your cost just increased. Hmmm...

Good luck.