Returns and refunds - Please help

[kaws2001]

I don’t sell much on eBay but this is the first time I’ve had to deal with a return so any advice any experienced sellers can give would be greatly appreciated.

I sold a brand new pair of trainers on eBay, when the buyer received them they requested a refund straight away stating that they were not genuine and and that the listing didn’t match the description or photos. Ebay issued a refund without letting me respond, is this normal practice?

I messaged the buyer privately and showed them the invoice from Footlocker but they still wanted to proceed with the return. 
I feel the buyer has just abused the buyer protection when there’s actually nothing wrong with the trainers. As a result I’ve paid for the postage for them to be sent and eBay have now deducted the cost of the return from me. I know it’s not much and potential I’m now £7 out of pocket. What protection is there for sellers from this happening?

Im awaiting the trainers to be delivered back to me before issuing the refund but can the postage costs I’ve incurred be deducted from the refund? Also what do experienced sellers do in this scenario? 

Thank you 

[jckl1957]

You will have to refund the buyer the amount they paid, including postage.

Because they opened an 'item not as described' case, you also have to fund the cost of the return label.

You are sensible not to refund before you get the shoes back.

The next part is based on my experience and opinion.

Experienced sellers just accept that returns opened for 'unfair' reasons are part of selling on Ebay and your best course of action is to accept the return, refund when you get the item back and block the buyer so they can't come back to annoy you again.

You can, if you wish, report the buyer for abusing the Money Back Guarantee.  Personally, I have reported one buyer in over 20 years as it seems a bit pointless.

[kaws2001]

Thanks for your response. 

Once I receive the trainers back and as long as there isn’t anything wrong with them, am I allowed to offer a partial refund and deduct the postage fees I’ve incurred? As far as I’m concerned everything is legitimate which I have proof for but as the seller I’m the one who has to lose out.

Thanks

[tressygirl]

If you receive the item back then the buyer is entitled to receive all the money they initially paid.

Partial refunds can be offered,  have to be agreed by both parties,  but the buyer gets to keep the item, hence a partial refund offered.

@kaws2001 

[john1297576]

I find it confusing that you are talking about refunding when returned, but in your question you say this 

“. Ebay issued a refund without letting me respond, is this normal practice?”

[kaws2001]

Sorry what I mean to say is ebay have agreed on the return without letting me respond even though there is nothing wrong with the trainers