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Returned item has been worn and had the tag cut off
Hi, I sold a gold pendant and chain recently at a reduced price to the buyer with a 14 day returns policy.
The buyer complained soon after receiving it for "not as described" and said they would return it for a refund.
It has been more than 14 days before the return arrived today, the tag has been removed and there is a human hair on the chain inside the box. The buyer said the Citrine wasn't very yellow and the chain was nearly invisible.
It was purchased on 15/10/25. Can I deduct from the refund as I will need to send it to be cleaned and sanitised again before relisting. Please advise.
4 comments
tobiasd4
Mentor11 months agoYou are also heading for not as described cases.
You listed as "New with packaging".
But say box not included.
You must make it clear what packaging is included, better not to show box if not included.
jckl1957
·11 months agoOnly business sellers are allowed to make deductions if items are not returned in the same condition.
You should consider upgrading to a business account - private accounts are for members selling their own personal possessions, not dozens of brand new items bought to sell on.
Also, in my opinion, using more, clearer photos would reduce the chance of buyers requesting a return and refund.
john1297576
Mentor11 months agoAs a private seller you can only refund in full, but as it sounds as though buyer did not open a proper case, as if they had you would have had to pay for the return label, buyer cannot enforce anything through ebay.
In this case you could possibly get away with a partial refund, but buyer, if they knew the system, could see if their payment provider could help to get a full refund. Even then buyer would need tracked proof of delivery back to you, did buyer use tracking to return?
sevenlittlefoys
OP11 months agoThank you for a prompt reply, yes the buyer did use a tracked proof of delivery. I'll send a refund and put it to bed. Thanks again for the advice.