Returns Refunds and Feedback

[bdfair123]

A new item I sold was damaged by the recipient from improper installation.  My return policy states refunds will not be considered for parts that show wear from installation.  Although I offer a 30 day return policy, I will not refund the buyer for the damaged parts that were returned.   The buyer left me negative feedback.  eBay will remove the negative feedback if I refund the buyer.  Extorsion?  This policy surely does not favor the seller.   Why should the buyer be rewarded any amount of a refund for damaging what was once a NEW item - now worthless.  At minimum, I could refund the buyer 50%.  For some reason eBay caps this amount at 50% and I cannot issue a refund in any amount less than 50% of the purchase price.  But if I do refund 50%, eBay will remove the negative feedback.  I loose money but the negative feedback is removed and the buyer gets money that is undeserving.  

Any thoughts on this?  I would be interested in hearing from others regarding this type of situation. 

[comics-scifi-collectibles]

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@bdfair123 wrote:

A new item I sold was damaged by the recipient from improper installation.  My return policy states refunds will not be considered for parts that show wear from installation.  Although I offer a 30 day return policy, I will not refund the buyer for the damaged parts that were returned.   The buyer left me negative feedback.  eBay will remove the negative feedback if I refund the buyer.  Extorsion?  This policy surely does not favor the seller.   Why should the buyer be rewarded any amount of a refund for damaging what was once a NEW item - now worthless.  At minimum, I could refund the buyer 50%.  For some reason eBay caps this amount at 50% and I cannot issue a refund in any amount less than 50% of the purchase price.  But if I do refund 50%, eBay will remove the negative feedback.  I loose money but the negative feedback is removed and the buyer gets money that is undeserving.  

Any thoughts on this?  I would be interested in hearing from others regarding this type of situation. 

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@bdfair123   Accept the return and issue the 50% refund.  If you do not then ebay will step in and FORCE a full refund.  You will get a DEFECT.  You will not get your sellers fees back.  The buyers negative feedback will stand.  

Be sure to use the report buyer link so that it's on the buyers record that they are abusing the ebay MBG:  

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

[blu_owlie]

Wait, eBay will remove the negative feedback if you refund, or the BUYER will remove the negative feedback if you refund? If it's the buyer, that's feedback extortion and definitely against TOS.

If it's eBay, Did you speak to someone directly? It's strange that someone at ebay would tell you that they will remove a neg if the transaction is refunded.

[donsdetour]

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@bdfair123 wrote:

A new item I sold was damaged by the recipient from improper installation. 

My return policy states refunds will not be considered for parts that show wear from installation.  Although I offer a 30 day return policy, I will not refund the buyer for the damaged parts that were returned.   The buyer left me negative feedback.  eBay will remove the negative feedback if I refund the buyer.  Extorsion?  This policy surely does not favor the seller.   Why should the buyer be rewarded any amount of a refund for damaging what was once a NEW item - now worthless.  At minimum, I could refund the buyer 50%.  For some reason eBay caps this amount at 50% and I cannot issue a refund in any amount less than 50% of the purchase price.  But if I do refund 50%, eBay will remove the negative feedback.  I loose money but the negative feedback is removed and the buyer gets money that is undeserving.  

Any thoughts on this?  I would be interested in hearing from others regarding this type of situation. 

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"A new item I sold was damaged by the recipient from improper installation."

I assume this is true due to you posted it here.

I really do not know and ebay does not know.

"My return policy states refunds will not be considered for parts that show wear from installation.  Although I offer a 30 day return policy, I will not refund the buyer for the damaged parts that were returned."

Worthless: eBays buyers guarantee supersede this.

"The buyer left me negative feedback. "

I looked and feedback left is not removable.

"eBay will remove the negative feedback if I refund the buyer."

WHO told you this??????

As for the refund being 50 percent, such is if you qualify.

Did the user file a claim ??  If so what kind??

Need more information.

[lamber9347]

I'm certain this isn't what you want to hear but you agreed to eBay's TOS when you chose to sell on here.  You accepted the 30 refund policy and putting your own stipulations on a return does not over ride this platform's policies. They only allow you to keep 50% of a refund because this platform offers a MBG on every item. They cannot offer a MBG if they allow sellers to keep anything over 50%. You have a time limit to make your refund or eBay will end up refunding the buyer for the entire amount. Tick-tock, tick-tock....

I suggest you try to get that negative removed, not because of what they wrote but because of your reply to it. When you say your buyer has no sense, that's a pretty major turnoff for any new potential buyers. You may feel that you got some sort of revenge by posting that, but it actually makes you look worse. Best of luck to you.... 

[bdfair123]

With all due respect, I understand your point of view with your last statement.  And your point of view represents an opinion without knowing all the facts.  Does your opinion change any given the following information?  The seller emailed me the Saturday after delivery of said item.  He provided measurements (see picture attachments) in his email of the item he purchased from me and a measurement of what he wanted to install the item into.  The measurements were so far off and I indicated to the buyer the item purchased was NOT compatible for his intended purpose.   I informed him of my return policy and suggested he send it back for a full refund.  3 days later, the buyer started blaming me for almost ruining the bottom bracket on his bike.   Really now?   All the parts were damaged (see picture attachments) as a result of his attempt to install/remove into something not compatible.  He demanded a full refund.   I reported this buyer to eBay for a fraudulent return, which goes against my return policy.

[bdfair123]

Yes, it seems like the logical solution based on your experiences or your 1st hand knowledge.  However, eBay's policy steers and manipulates a seller like myself to take a loss in a situation like this.  Is there any recourse for a seller taking a loss in this situation?

[southern*sweet*tea]

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@bdfair123 wrote:

  Is there any recourse for a seller taking a loss in this situation?

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Absolutely. As a business, you take your losses from your self-insurance, or claim on your commercial business insurance, or deduct it as a business loss on your taxes. (I guess that can be done, I've never done so myself. Someone knowledgeable about taxes may know.)

[reed-sales]

Simple case of buyer can't use a set of calipers and they didn't have the correct spanner wrench for the job.  There are no British 33.7mm threaded bottom bracket frames.  Standard British frames are 1.37" or 34.79mm or my guess is they have a Raleigh frame with 1 3/8" or 34.9mm bottom bracket shell with a slightly different thread pitch.  The bottom bracket will start in, then bind soon after started.  That would be when the slipping pliers damaged the cups.

If you are a top rated seller, call ebay and share the images of the damaged product, accept the return, when it is received refund 50% if you can, if not report the problem to eBay and they will step in and refund the full amount to the buyer then call eBay with an appeal, you might get a full or partial refund due to their abuse of the return system and returning a used item.

Perhaps the feedback will come off as well if you win the appeal.