eBay

ktronics · ‎04-09-2020

Okay, so I sold a Nintendo Wii U for $180. Complete in box with everything like it would be if purchased new. Buyer contacts me almost 30 days after receiving the item claiming that he finally got around to opening the item and nothing works. The hand held unit doesn't charge or power on and the base unit turns on but no display on tv. I tell him to do a return request and I get the item back a few days later/today.

First thing that I noticed after opening everything, is that the original packaging inside the box was missing. The manual and brand new nintendo brand hdmi cable is also missing. The sensor bar that was included has been replaced with another one that shows wear and white residue on it. I setup the Wii U and everything works just fine, so that's cool, but I'm upset the the other items are not there because it's hard to resale to collectors who want everything.

I contact the buyer and he said he threw away the packaging because it stunk of smoke. Okay, but why did he keep the manual and box? I mean, he just opened the thing and nothing worked, but was quick to throw away only the inside packaging? He never mentioned anything about the hdmi cable and said he must have mixed up and sent the wrong sensor bar back. He also offered to send back the manual and sensor bar OR just knock off $25 from the refund, but not both. I want original packaging though.

So, do I just do a partial refund? I f so what percent should I take off? Not sure what to do as buyer claimed the item didn't work, when it does and didn't return everything and sent different part back? What would you guys do? I've attached some pics. First 2 show the wii sensor bar sent and the original packaging. The last 2 are from from how I got it back from buyer. Not to mention there was no hdmi and manuals/inserts. 😞

orangehound · ‎04-09-2020

eBay's guidelines for handling a return can be found on this policy page:

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

Expand the section titled "Refund deduction guidelines table", and in there you will see what eBay recommends for deductions. Keep in mind that you will not receive back eBay fees if you do a partial refund.

ktronics · ‎04-09-2020

Thanks for the reply. I did read all of that and I'm not sure of what percent I should deduct from the return. The way eBay describes it, makes it sound like brand new items. I'm thinking maybe 15 to 30% but what sounds fair since it would be hard to resale with those missing items for the same price I had listed for. If I knock 30% off and the buyer has a problem with that, then what?

orangehound · ‎04-09-2020

@ktronics wrote:
Thanks for the reply. I did read all of that and I'm not sure of what percent I should deduct from the return. The way eBay describes it, makes it sound like brand new items. I'm thinking maybe 15 to 30% but what sounds fair since it would be hard to resale with those missing items for the same price I had listed for.

How much would it cost you to replace the missing parts? That is X

How much does the missing packaging hurt the price? That is Y

Refund equals original sale price - X - Y

@ktronics wrote:
If I knock 30% off and the buyer has a problem with that, then what?

You are done. Be fair and honest in the amount you withhold. But, this is an abusive buyer and they do not get a free pass on this behavior. Because you are a TRS offering 30-day free returns, eBay trusts you to make the fair decision without getting CS involved. But, if the buyer objects, they can take it up with eBay CS. Make sure you document what this abusive buyer did when you issue the partial refund AND report the buyer for abusive behavior. They cannot leave negative feedback.