Buyer wants return.

[koffeekupp]

Hi

I could do with some advice please. A buyer bought a dvd box set from me with 6 discs. Anyhow it sold within an hour or so, I wrapped it in bubble wrap and put it in a well padded box then sent it tracked.

Today they've opened up a returns saying the one of the discs is snapped. My account is set or I think is set to not accept returns. Now I have 2 options accept the return or offer partial refund. I have no interest in having it returned as it now damanged. I'm happy to do a partial refund for a 1/6th of the total cost does that seem fair? Anything else I need/should consider?

Should I point out to them that the disc wasn't snapped in the listing pictures when dealing with them?

Thanks in advance 

[**peaseblossom**]

I think a partial refund is probably the best option for you.   I probably wouldn't try to argue the point.    If buyer has to escalate to ebay they sometimes give full refunds without return.    They tend to side with buyers.

If you don't want them buying from you again put their ID on your blocked bidder list:
https://www.ebay.co.uk/bmgt/BuyerBlock

[koffeekupp]

Thanks that what I was thinking, I offered them a 20% refund of the total cost of the item and they've declined.

I've only 2 options now accept the return (which I guess I'll have to pay), or send a full refund. 

Is it me or does this feel tilted?

[tressygirl]

If a case for item not as described is opened, you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision. 

I won't lie, it's not always easy,  and does favour the buyer in most cases, but you can state one disc is being returned in a different state to that sent. eBay do not see the items sent or received, as said it's not easy to appeal , but worth a shot.

This explains the appeal process:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@koffeekupp 

[jckl1957]

The Money Back Guarantee does favour the buyer.

Your best (only) option now is to accept the return and provide a label.

You can offer a partial refund but whether to accept it or not is up to the buyer.

Don't refund until you have the items safely back.

[koffeekupp]

Hi and thanks for replying.

Lots of info you have given there, most appreciated.

I do think them pushing for the refund unjustly, I can't see how only 1 disc of 10 in the box had snapped and the other 9 are fine. I realise it's hard to prove my story as well as theirs, but it just feels like people can replace their broken stuff bought off the internet, make a claim and have the poop taken awa for free.

I'll have a read of the link you posted and thanks again.

[tressygirl]

I 100% agree with your ' analysis' here of what may have happened,  here's hoping they have a history of doing this,  or a history of asking for refunds for cases of item not as described,  this eBay will pick up and will give you an edge here for appeal.

You never know peeps trying this once and getting away with it,  may / will try again.

Luckily,   there are more honest people in this world than bad,  just bad luck to come across a baddie !

@koffeekupp 

[koffeekupp]

Thanks again 1 more time.

Apologies for my rant, I was venting.

I just gotta suck it up and lose more money. I just wish I gave it to a charity shop now.

Thanks again, the help is appreciated.