Returned shoes have wear on soles

[alaskababe94]

I have received return of sandals that buyer wanted to return after over two weeks of having them. She said they would be returned in the condition that she received them. However having inspected sandals there is definitely wear and tear on the soles in so much as the pattern and shine that was on the original photos when listed has all but gone and soles are now dull.

My question is when I report there is a problem through the return portal and describe my problem that item has wear and tear, it looks as if I still have to refund the requested refund amount, there is no option to issue a partial refund. Do I have to refund first before eBay will step in. Thanks

[ile136yz]

---

@alaskababe94 wrote:

I have received return of sandals that buyer wanted to return after over two weeks of having them. She said they would be returned in the condition that she received them. However having inspected sandals there is definitely wear and tear on the soles in so much as the pattern and shine that was on the original photos when listed has all but gone and soles are now dull.

My question is when I report there is a problem through the return portal and describe my problem that item has wear and tear, it looks as if I still have to refund the requested refund amount, there is no option to issue a partial refund. Do I have to refund first before eBay will step in. Thanks

---

You can refund up to 50% of the item's value. Report the Buyer for sending back worn sandals.

Block the eBayer, so she/he cannot buy from you again.

[alaskababe94]

Thanks how do I do that though. When I report there is a problem and state why, still comes up with the full amount to refund.

[jaykay6063]

I had this once with a brides maid dress returned with a full chicken dinner down it , before I refunded I got a call back from Customer service , luckily got Ireland , early morning , did take pictures and sent them to the buyer in a standard message as you can’t in a case , CS looked at the pictures I sent , must admit I was not holding out much hope . But the CS rep could see I was of good standing , and they actually refunded the buyer , I did not need to , it is worth a try . 

[ile136yz]

Before you do any refunding  -  JayKay6063's message was helpful as I remember eBay refunding one of my Buyer's, so I did not have to refund (no reason was given).

[jaykay6063]

Only business sellers can deduct a % if they are returned in a different condition , request a call back from CS, see what they say , or you will have to refund in full then request EB look at it .

[jckl1957]

That is because only business sellers are allowed to make a deduction for use/wear and tear.

The option to reduce the refund amount does not appear for private sellers.

Good advice to contact CS - they have been known to offer some recompense to private sellers.

[*vyolla*]

If you haven't yet refunded there should be a "Report a problem" link in your return case, so select "Damaged item returned" (or whatever the closest equivalent to that is there) as the reason.

[alaskababe94]

Thanks all. Should I let buyer know I am not happy and getting in touch with eBay or just go direct to eBay customer service first.

[jckl1957 · Accepted solution]

If Ebay make any sort of payment to you, it will come from Ebay and the buyer won't be involved.

Personally, I would not contact them.