Buyer claims item damaged

[tiokiko]

I sold a boxed set of books, brand new and still in film so all perfect. Wrapped well but now buyer says box is damaged and wants partial refund.

I have asked for photos but would appreciate advice. This has never happened and I have 1000+ feedback 100% positive so I don't want to risk neg.

He has no suspect feedback so although it's very unusual maybe it's genuine.

What to do - if he returns will I get neg feedback? Would he have to pay return postage?

Item cost £19.99 inc free shipping (£6 cost to me) which was comparatively cheap for eBay as I just want to get a batch of stuff sold fast before hols.

partial refund is a minefield and most sellers refuse. They say return for full refund or nothing. Yes, buyer does pay return costs, but if the item is faulty a good seller would return that too. They are entitled to the full £19.99 back and if they open a case eBay will award them that, and yes they can still neg whatever you do.

But I can't afford to refund him £6 return postage - why do I have to?

I am probably best off doing a partial refund then as if it's suddenly damaged I'm not going to be able to sell it again. Am I right to ask for photos of the damage?

Why is partial refund a minefield?

Sorry if these are daft questions - I want to do the right thing but don't want to be (completely) out of pocket.

Just trying to find more info from eBay - should I do this through the Resolution Centre?

ebay never grant partial refunds - many buyers claim an item is damaged to get a partial refund and cheaper goods. You could give back half the money and then they could still neg and trash your stars.

But if it is damaged why should buyer be out of pocket paying £6 to return the books? The buyer has to open a case in the resolution centre - an once escalated eBay will tell them to return for a refund.

See what happens with the photos. This happened to me once, I asked for photos and never heard from them again. Might just be a chancer.

But...eBay do suggest a partial refund - from their Help section:

Issue a partial refund

A partial refund allows the buyer to keep the item, and helps you avoid having to issue a full refund or post a new item.

For example, if a buyer bought a new camera, and it arrived with scratches, the buyer might be generally happy with the item but want to return it for a new item without scratches. The seller might be able to offer a partial refund to the buyer to make up for the scratches.

You and the buyer can communicate through the Resolution Centre to agree on an acceptable amount for a partial refund. The buyer can accept your offer for a partial refund, request a different amount, or suggest a different solution. You can refund the buyer in the Resolution Centre.

yes issue a partial refund if you want to - but they will NOT grant it.

Go ask on the community boards, all sellers will say don't give a partial refund.

So if I open a case in the Resolution Centre I can suggest partial refund (which I just did to the buyer as I thought I was doomed)....that's OK isn't it?

Accepting the whole thing back would be a bit crap, it's bound to come when I'm on holiday and it will get messy. Hmm.

I really appreciate your help but am clearly not getting this...why do eBay suggest a partial refund then?

I sell on ebay & sometimes give partial refunds. It keeps some buyers happy & keeps the peace ime. I even am brave enough to say that on the boards although I get flamed there, too, for it.

I strongly advise you not to open a case, because all cases count as seller defects & potentially could screw up your selling rights; is selling important to you? If buyer sends pictures that looked like damage, I would probably settle for partial refund rather than have a formal case opened & on the record. I'd block them too in spiteful pique but not sure that's rational.

Thanks, that's interesting. Yes, selling is important but just as a way to sell on unwanted stuff personally, not as a business. I am proud of my 100% and I get really good feedback, I only sell stuff in good condition, package nicely etc, so I do want to protect it.

Why would you get flamed for partial refund?? Have I opened a can of worms here?

Weirdly he has now come back to say that it's all OK and he will live with it as is, but I had already suggested I would do a partial refund, obviously crossed messages. He says he's left pos feedback but nothing showing so far...what a palaver!

you can't open a case - the buyer has to do that.

I meant I get flamed for saying I give partial refunds; it's like being a religious heretic to admit to that.

Insurance claim?