I've not dealt with many returns so I'm sorry if these are basic questions. I've tried to read through the help pages, but they seem to contradict each other, or not cover all scenarios.
My return policy is set to: 30 days, Buyer pays shipping.
1. Sold a game as "Acceptable" that had some scratches, but it worked fine in my PS2 and scanned fine on my computer with no errors (I kept a copy of the log). Buyer said it didn't play in his PS2, okay well I can buy that, some of the old systems are more sensitive, whatever. I tell him to start a return through ebay, he returned it, I gave him a full refund, no problem. But then I looked today and ebay charged me for the shipping. I guess that regardless of your return policy, if the buyer claims the item doesn't work, then you still pay the shipping? But I thought I read that if I'm the one paying the shipping, then I can choose the shipping method. I never saw this option. Fortunately it did ship at the cheapest rate, but who decides that? Any chance I can get that $3.63 back since I can prove the game was in working condition when I mailed it?
2. Second item was a keyboard that was in brand new, unopened condition. Buyer requested no invoice in the box (why?). Buyer had the item for almost the full 30 days before requesting a return because the "down key doesn't work well, it annoys him". Buyer never contacted me before initiating return, and didn't respond to my message afterwards. Buyer made his feedback private at some point between buying the keyboard and when he requested the return, but his feedback is perfect. So, ebay automatically accepted the return, and a label was printed on the 21st, but the item has not shipped yet. Is ebay going to charge me the shipping on this return too, which was $14 when I shipped it out? And since the keyboard will no longer be in the condition I sold it in, what are my options? I read that I can deduct up to 50% of the value on the return. But that's it? When I hit the "issue refund" button in the return centers, is that when the option will appear to discount the amount? I don't want to hit that button after I get the item back and then have no confirmation or anything and he gets back the full value. Also, right now the return center says I have to issue the refund by the 26th, but the item still hasn't actually shipped according to the tracking.
What steps can I take to make sure I don't get screwed on this return? Is contacting customer service over the phone the only way to contest this 2nd return? And what steps can I take to protect myself in the future? I thought offering a return policy was better than not, because ebay makes you take returns anyways, so at least I could dictate the terms if I offered my own, but I guess that still isn't the case.
