Return Requested; item not defective; partial refund?

[bluesyone]

I recently had a buyer request a refund for item #254038032295 (which was brand new), stating that it did not work properly (which I suspected was an incompatibility issue). My template indicates that I do not accept returns (but I do make things right when there is an issue). I told the buyer that I will refund his purchase price minus the shipping he paid. He agreed to this. I did not realize the way that eBay automatically treats returns as all or nothing. I just received the item back in the mail. Is there a way that I can refund what he paid me minus his shipping charge, as we had agreed on?

Thank you

Bluesyone

[green-night]

If the buyer opened a NAD return then you would have to issue a full refund.   If the buyer just returned the item w/o opening a return, then you could issue a partial refund through Paypal.      That is a very nice (or naive  buyer) you have since they could have you on the hook for shipping both ways. 

[myboardid]

No, there isn't.  eBay requires a full refund of all money paid for an item when there is a problem with it.  Your buyer claimed there was a problem, it doesn't matter what the problem is or even if it is real or not.  You must give him everything back.  Quoting you - "but I do make things right when there is an issue"  and this is definitely an issue. 

[bluesyone]

Thank you. I learned an inexpensive lesson here. I would have obviously preferred not to have eaten the shipping cost but it was < $7, so not a big deal.

[creekcoyote]

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@green-night wrote:

If the buyer opened a NAD return then you would have to issue a full refund.   If the buyer just returned the item w/o opening a return, then you could issue a partial refund through Paypal.      That is a very nice (or naive  buyer) you have since they could have you on the hook for shipping both ways. 

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I just call people like this buyer Honest. 

I do not feel that it is the responsibility of the seller to refund return shipping charges unless the item is damaged or they have completely mis- represented a product.

Incompatibility with another product is a grey area in which both the seller and the buyer may share the responsibility. 

Seller may not know whether or not it will fit on a specific item but buyer is sure it will.  Then buyer purchases the item in the 'complete knowledge' that it will fit.  And when it doesn't, now the problem becomes the responsibility of the seller.  Buyer expects a full refund including shipping.

I don't buy that type of reasoning. 

[mam98031 · Accepted solution]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping
5. 60 day returns w/ seller pays shipping.

On the last two options above, they are also known as Free Returns.  I your seller has either of those policies, the seller will pay your return shipping even on a buyer's remorse return.  And the seller can withhold the original shipping value if it was separately stated on the listing [not free shipping] from your refund.  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in.

On option number 1.  No Returns.  The seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to they can accept your return and have you pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping].

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Rreturn.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping].

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html#m17-1-tb1

[bluesyone]

Thanks for the helpful responses.