Item Returned

[xander44uk]

Customer has returned a bag stating it was faultly. However upon receiving the bag back its clear it has been misused as the bag is absolutely battered and there is no way the bag would get in this condition in the 10 days the customer had it. Hows the best way to handle? 

[tressygirl]

If  a case for item not as described has been opened and the item returned,  you now have 48 hours to refund the buyer.  Cases are all automated no human contact so no point challenging it at this point.

If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair,  you can appeal, link below shows the process.

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

I'll admit it's not easy,  eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.

@xander44uk 

[jckl1957]

Items are supposed to be returned in the same condition as they were received.

Some business sellers can make deductions of up to 50% if buyers return items in a different condition - you might have to be 'top rated' to do this.

If the item is not fit for resale, and you are not permitted to make a deduction, I think you should contact Ebay and ask for advice.