eBay Simple Delivery - eBay issuing partial refunds without buyer input.

[l-shepherd]

I've seen this topic appear a few times over the past few months, and as far as I'm aware, nowhere is it written in eBay policy that they can decide to issue partial refunds and close the case. This is for items damaged in transit.

It seems in cases where the system automatically decides in your favour you get the full amount as expected. In cases where eBay will review it, you just get partial refunds and that's it.

Had my first experience of a partial refund a couple of weeks ago, despite the message saying full refund. eBay have told me they've manually escalated it but I'm still waiting and getting suspect it is just lip service at this point. Turned out another item in that same order also suffered damage, I just didn't notice until now as I had been busy trying to get the first item sorted out all this time. This time, another partial refund.

What's the point of SD buyer protection if eBay decide things for you? What if I just wanted to return the items? What incentive do I have to be truthful about the reason for starting a return if selecting 'arrived damaged' means there is a chance they'll decide to do partials without my input?

I will also note that instances of items being damaged in transit have gone up with the introduction of SD in my opinion, as Evri is the default forced choice and many private sellers don't seem to realise you can disable them.

The whole system seems poorly designed.

[jckl1957]

I have seen one other post only about this.

In that case, with persistence, the buyer was fully refunded.

50% refund !

My suggestion would be that you bring your case to the attention of the Ebay Community Team.

They are in the forum for a live Q and A every Wednesday between 2 and 3pm.

[l-shepherd]

I just find it strange that there is seemingly no mention of this in their official policy (that they can do partials at their discretion and close the case) and yet they continue to do this. Surely that's a huge no-no?

[jckl1957]

If you read the post I sent a link to, you will see that I don't think it's an acceptable practise.

However, you need to keep on at Ebay to get this sorted.

[red_magpie]

I just find it strange that there is seemingly no mention of this in their official policy

I have been concerned for some time how difficult it's become to read eBay's money back guarantee policy, now that it's presented in a Noddy-style, "easy to follow" format with endless links.

Some of the conditions  that used to be included in the full, legal statement of eBay's policy seem to have vanished. I was planning to ask here whether an other mentors have been able to find a text version of the full policy?

Since simple delivery was introduced some of us have been predicting thet eBay would soon panic over the cost of refunding at their own expense for items arriving damaged. Previously the seller was liable for the refund, and there was no talk of reducing the amount paid. 

I suspect we shall see a raft of new, and probably unpublished policies designed to water down eBay's liability to refund in full. 

suspected copy of the full text?

d

[l-shepherd]

Wouldn't be surprised - but no chance they can make that retroactive. They should be honoring the full refund commitment that the case detail page says. 

[*vyolla*]

I'd be furious if I received a broken vase and eBay's decision was to give me a partial refund.

I'd also be pursuing this via eBay but, if no joy, I would issue a not as described chargeback and get the rest of my refund.

[papso22]

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@*vyolla* wrote:

I'd be furious if I received a broken vase and eBay's decision was to give me a partial refund.

I'd also be pursuing this via eBay but, if no joy, I would issue a not as described chargeback and get the rest of my refund.

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I wonder if they would make the seller pay for that, and how much?

[jckl1957]

It's just a mess.

Imagine you received a teapot, and the handle had broken off.

It appears that Ebay could say you can have a 50% refund (enough to buy a tube of superglue) and keep the teapot.

Previously, the seller would have been obliged to accept a return, give you all your money back and then attempt to get compensation from the carrier.

kat@ebay 

Hi Kat.  Some clarity would be useful here.

What should the buyer do in a case like this where their purchase arrives damaged, they are allowed to keep a broken item (which they don't want) and seem obliged to accept a partial refund from Ebay?

[*vyolla*]

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@papso22 wrote:

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@*vyolla* wrote:

I'd be furious if I received a broken vase and eBay's decision was to give me a partial refund.

I'd also be pursuing this via eBay but, if no joy, I would issue a not as described chargeback and get the rest of my refund.

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I wonder if they would make the seller pay for that, and how much?

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I feel that eBay should take the hit because a kind of case (arrived damaged) was opened and they made a judgement call, not the seller. Such a grey area though, it's possible that their software hasn't got this scenario factored in (my money's on that) and a chargeback ends up as a SNAD one against the seller.

[kat@ebay]

Hi @jckl1957 ,

Thank you for the tag.

I understand these are not ideal situations however we can't advise on such cases as we are not privy to all the details involved. If buyers are not happy with the outcome of the case its best for them to reach out to customer support to review.

Thank you,

Kat

[l-shepherd]

Hi kat@ebay

To rephrase the question, where exactly in eBay's Simple Delivery T&C's does it say eBay are allowed to decide to partially refund a buyer without any input on whether they'd actually want that or not? It just seems highly suspect in a legal sense because if a buyer does not want a damaged item there is no possible way eBay can tell them to take the partial money and suck it up.

I can only think eBay don't want to make it a public policy (yet) because the backlash would be obvious. Who would want to buy items knowing there's a chance they will get duds and be forced to keep them?

[john1297576]

Ever since ebay introduced this new practice of them refunding for damaged in transit, I have thought they have created a scammers paradise, with buyers and sellers working together to get compensation with phoney sales of expensive items which get damaged.  Who can tell from pictures that the pile of broken glass for example was the expensive vase sold. 

Unless ebay spent a lot of time investigating which they are unlikely to do, this may be their solution to reduce the cost.

[l-shepherd]

Dunno who makes these decisions then, because it is always silly to mess about with legitimate buyers over the few bad apples. It would be one thing if eBay proposed a partial and you could refuse and just return it, but they decide everything for you and close the case.

[tobiasd4]

If ebay are doing part refunds for damaged in transit claims, then better to open item not as described.

Seller provides returns label, you return for FULL refund.

[red_magpie]

I can only think eBay don't want to make it a public policy (yet) because the backlash would be obvious.

I think that's right - although you can forget about the word "yet".

The way in which eBay's money back guarantee is now presented is litle more than a series of links to user-friendly advice to buyers. This is not a satisfactory way to present the terms and conditions of a policy which forms part of the legal agreement.

By the way, when is eBay going to stop headlining the money back guarangtee as "Shop hassle-free with eBay Money Back Guarantee. There's no extra fee" which is simply untrue. There is a charge when buying from private sellers, and claims that "there's nothing extra to pay" are misleading when the extra charge has already ben added to the price.