Returned Item damaged to unusable. What to do??

[dennisa1]

I had a buyer purchase an item from me a few days ago. All was great and he gave me positive feedback on the item when he got it. 

Than I get a message from Ebay that he has opened a case on me and wants to return the item. Now I don't mind giving the credit for the purchase after it is returned but I just received it and it is smashed to where it is not usable. 

I will need to be trashed. Ebay also ok'ed the refund without even asking me. thats ok also as long as the postage is paid by the buyer as in my listing.

Here's my question. What do I do now. I feel with the positive feedback given that the package was ok when he go it but when I got it back no so good.

What my procedure for this???

Thanks for your help.

Dennis

[dennisa1]

Oh I forgot to add. His reason for sending it back was " I changed My Mind"  and a note that installers did not use it when installing his appliance. 

Dennis

[kensgiftshop]

---

@dennisa1 

---

I usually refund the buyer, toss it in the trash and move on.

[edwedw8383]

Since you're a top-rated seller (100%, wow) with "30 day returns. Buyer pays for return shipping" you can deduct 50% from the refund if it is no longer usable, a different item, etc. And if it is a false SNAD (false reason for return) eBay will give you $6 for the return shipping, if you paid.

[dennisa1]

Thanks much for your reply. I will keep that in mind but not sure that is a good way of conducting business on Ebay.

This may be what i need to do but i would like other comments.

Thanks dennis

PS: after looking at your store Items it tells me why you toss it and send the refund!!! I think i'm in the wrong business. Actually I hope you don't ask for it to be returned!!!

Dennis

[edwedw8383]

https://pages.ebay.com/seller-center/service-and-payments/top-rated-program.html#addtl-seller-protec... 

Up to 50% refund deduction for decreased value on used or damaged returns

When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself by deducting up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics.

[dennisa1]

No I didn't pay for it to be returned. I wasn't even asked to. Yet anyway.  But how do I go about getting the discount on refunding. 

Also it was sent back USPS Priority Mail so is there anything there I can Do?? 

Thanks for your input.

Dennis

[kensgiftshop]

---

@dennisa1 wrote:

PS: after looking at your store Items it tells me why you toss it and send the refund!!! I think i'm in the wrong business. Actually I hope you don't ask for it to be returned!!!

---

I took April off and don't have everything relisted yet.

Since I don't get out much right now, I cut my selling back a lot.

Yes, I have everything returned.

[dennisa1]

Thank you for the link to the information on the 50%. I work my tale off to satisfy my buyers and have so far been very lucky to keep my 100% rating. I know the day is coming but it won't be because I don't take care of a buyer when I can!!

Thanks Dennis

[kensgiftshop]

---

@dennisa1 wrote:

Oh I forgot to add. His reason for sending it back was " I changed My Mind" 

---

Since it was a remorse return, you can deduct the original shipping, if the buyer paid it.

[dennisa1]

Thanks much I appreciate the info!

Dennis