Forced partial refund

seedlings

Hello! Long time reader, first post.

I sold a vintage item on eBay this week, and when received the buyer stated that the item was missing a button (which I don't believe it was) and had more damage than I thought.

I offered them a partial discount which I thought was more than fair but they are insisting I give them a FAR bigger discount or they will open a case. At every stage I have let them know they can just send it back for a full refund, but they don't want to. I get the distinct feeling they just want to 'borrow' the item for as long as possible on my dime then buy it cheap or send it back used.

They have told me they will now be opening a case as they want a large partial refund. Can eBay force me to give such a large partial refund when I am happy to just have the item back and be done with it? eBay doesn't seem to be very fair to me as a seller.

techspec

Ebay can't force you to give a partial refund of any size.

The only option the buyer has, is to return it for a full refund.

seedlings

what if they send it back in poorer condition than I sent it to them? I have photos of the item which shows no damage though I am worried they may deliberately damage it before return. Feel a bit like Im being held to ransom to be honest! This is the only expensive item Ive sold (or ever had to my name) and it's been way worse of an experience than selling my busted star trek t-shirts!

Crowqueen

I think you have made things worse by offering a partial refund. I only ever give partial refunds if there's a clear mistake I made, I notice it in the listing, and the buyer still wants to keep the item. I don't get any demands from buyers for them but in principle I would always ask them to return an item for a full refund, though I have paid out ex gratia on items that arrive completely dead.

Having a firm but fair - and friendly-expressed - return policy is always good. It tends to stop the "my item is damaged, I want a refund" people if they know they could send it back if it doesn't fit or is not what they expected. For clothes sellers it is probably essential.

If they are trying it on, they won't bother sending it back, but eBay allow buyers to state in cases that they want a partial refund; I don't know how they will send it back but if they are claiming damaged, then you may not get it back in one piece . In genuine cases you have to accept returns on damaged items, it's one of the fundamental rules of distance selling.

If they neg you outwith the demands they make in any case, however, I suspect their messages might help you to get the neg removed. Come October this situation is going to get a lot easier for sellers, both to report and in after-care. At the moment, keep all messages, stick to your guns - your partial refund offer or a full return - and perhaps they will either give up or end up returning the item.

There is always a possibility that the button was loose and came off in transit, though.