Buyer Returned Used Item

[Applefruitcake]

So I sold a brand new hand bag on eBay last month. The buyer requested a return as apparently the zip was broken. I have received the return yesterday, checked both zips on the hand bag and both are working perfectly. However, the bag itself was quite dirty and has clearly been used. I obviously won't be able to sell the item again as new and I have now paid more in postage costs than the item was actually sold for! My question is - can I appeal the request and give them a partial refund only?

Thanks in advance

This is a tricky area. Are you a regular seller on eBay selling new items? That you could be considered a trader?if so, then you should have policies listed that meet government laws regarding selling on line and what additional rights s customer has if you don’t have these policies listed.

So some depends upon what policies you listed

If the customer simply changes their mind d and the item is in a sellable condition, they can notify you within 14 days and return within 28 days for full refund but they pay return postage to you.

If however the item is faulty, they get a full refund. Your policies come in to okay here if you haven’t detailed in your listing about this.

Have a look here

www.gov.uk/online-and-distance-selling-for-businesses

@saltytootsietoes

Thank you for your response. I am a private seller, not a trader. The bag was mine, but I just never used it. I don't have any policies on my listings. The buyer stated that the zip was broken and could not be used, but I have now received it and both zips are working perfectly.

Also have a look at your adverts, I found once that when listing / relisting the default was flipping the returns policy to on.
I’m also a private seller (though I do normally buy things at auctions with the intention to sell as well as just my old items). I set my returns to ‘no returns’ in the listing but I will act accordingly due to what’s reasonable.

In your case there should have been a dispute opened by the buyer, and you can then respond now that you’ve had it back and it doesn’t match the problem they described. Whether you’ll get any success is down to the eBay teams take on it. Add photos showing how it’s been used and that the zips are fine

@tommika Thank you. I had the listings set up as no returns but obviously since they claimed it was broken, I had to accept the return. Its annoying because I've now had to pay for the original postage cost, return postage costs and the item is now worth practically nothing as it has been used. Anyway, thank you for the advice. I will try to do as you suggested and hope eBay will side with me 🤞🤞