You be the judge

[endbossgames]

I listed a video game new and it is. The shrinkwrap had a tear on it. I even included the picture on the auction. So the customer is demanding a partial refund because of this. It clearly had a tear and the buyer should have seen the picture. I told them they can send the game back and it has to be not opened. I have a feeling they opened the game...so who is ebay going to side with on this?

[green-night]

so who is ebay going to side with on this?

ebay can't force a partial refund if that is what you are asking.   However, if the buyer opens a return you will have to accept it. 

[thallidguy]

green-night is correct: If the buyer opens a case, eBay will require you to refund in full in exchange for a return.

Did you note the tear in the item description? Yes, it's clearly visible in the photo, but I was recently reminded of an old saw about listing: Take photos like you have no written description, and write the description like you have no photos. Your item descriptions seem... kind of sparse. With so many buyers using mobile devices, and the app being a little screwy in many ways, it's not a good idea to short-cut your listings.

[kensgiftshop]

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@endbossgames

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It was listed as brand new and there was no mention about the tear in the shrinkwrap in your description..

If they file a claim, you will be paying to have it returned and giving a refund.

[mokagroup]

The buyer should have clearly seen the tear. Unfortunately, there are a large number of buyers who specialize in listings that contain contradicting information. In this case, the picture is crystal clear but since you didn't spell it out with a thousand words that the shrink wrap was broken they feel they can squeeze out a partial refund.

If they open a return request tell them to return the item in the same condition as it was received, hopefully, they didn't open it.

[missjen831]

The buyer is clearly taking advantage. If he hasn't opened a request, put him on your blocked bidder list and ignore him. If he opens a request, accept the return.