Customer wants a refund but has thrown packaging away?

archiesdad · 1 February 2010 at 1:16PM

Hi I sold an item which the buyer received on Friday the buyer was not happy with the item and wants to return which I have offered to do. It was a mascara which they said was dry and unusable, I didn't check it before I sold it so cannot confirm this, however the buyer has thrown the box away as they said it was broken, it certainly wasn't when I sent it and I posted it in a jiffy envelope. Without the packaging I cannot get an exchange on this product and therefore would have to take the loss. Can I deduct money from the refund for this? Or is it just my tough luck? Are there any ebay rules which mean that they have to return the packaging first time I have experienced this sort of problem.

cyberbob · 1 February 2010 at 1:18PM

There's not much you can do. If they open a SNAD they will get a refund anyway. So just offer them a refund on return of the item

thriftybeatnik · 1 February 2010 at 1:57PM

You can, if you accept ebay returns, only refund 80% of the item cost which is more than fair given your circumstances

cyberbob · 1 February 2010 at 2:01PM

thriftybeatnik wrote: »

You can, if you accept ebay returns, only refund 80% of the item cost which is more than fair given your circumstances

That won't work all that will happen is that they will open a SNAD dispute (as the customer is saying the item is not as listed) and get a full refund on return of the item. You'll just annoy the customer and guarantee bad feedback and low DSRs

GregtheHammer · 1 February 2010 at 4:08PM

Personally I would give them a full refund on return of the item. Anything other will probably result in negative feedback & low DSRs

cosyc · 2 February 2010 at 12:36AM

Are customers allowed a refund from a private seller or just business?
Does it matter if the listing says no refunds?

cyberbob · 2 February 2010 at 3:11AM

cosyc wrote: »

Are customers allowed a refund from a private seller or just business?
Does it matter if the listing says no refunds?

If its not as described yes they have to refund if not paypal will make them.

rose_sparky · 2 February 2010 at 3:22PM

It could be their old mascara and they're doing a swap.

Stryder · 8 February 2010 at 3:51AM

well - this is a difficult situation. you can either put disclaimers in your sales and carefuly word it, but you may get lower prices. otherwise, check items and photograph them before posting, or pay up.

soolin · 8 February 2010 at 8:14AM

Stryder wrote: »

well - this is a difficult situation. you can either put disclaimers in your sales and carefuly word it, but you may get lower prices. otherwise, check items and photograph them before posting, or pay up.

It doesn't matter what you put in your auction terms you cannot remove a buyers right to a refund for an item that is not as described.

Stryder · 8 February 2010 at 3:07PM

soolin wrote: »

It doesn't matter what you put in your auction terms you cannot remove a buyers right to a refund for an item that is not as described.

However, if you word it so it is "sold as seen" and describe it as "this item is straight from the manufacturer. The condition of mascara has not been verified and therefor is not guaranteed, etc"

I have seen somepeople describe the item as "the bottle" only in the small print. The idea is you can presume the contents is fine but if its not, as long as the bottle is not broken you. However, if you are sensible you will not bid high on such an item, and hence it is not a good idea.

Customer wants a refund but has thrown packaging away?

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