I received a faulty item and have only received a 50% refund when I should have gotten 100%...

[gigashadow13]

Hello all,

I received a faulty item, sent it back for a full refund

the seller received the item back in the

mail but only gave me half my money back, they sent

me this message...

"Hello. I checked.
We will refund your money using ebay's insurance.
First I will refund half of the amount.
Then you press the button to receive.
Automatically ebay will refund the rest of the amount."

To which I responded...

"This is not working, you said...

We will refund your money using ebay's insurance.
First I will refund half of the amount...

Which has happened as I received a 50%
refund to my PayPal, and then you said...

Then you press the button to receive.
Automatically ebay will refund the rest of the amount...

But there is no button to receive, the money automatically
went into my PayPal without any way for me to get the 50%
still owed to me!
What is going on? I want the full amount now!"

At this point I only have a 50% refund when it should have

been 100%, and I have no idea what button/process they 

are referring to, does anyone know what they are talking 

about or what I should do next?

Thanks.

[countessalmirena]

You’ve been had.

You have accepted a partial refund; there’s no “eBay insurance”. There is eBay Money Back Guarantee but that’s very straightforward as long as you follow the steps exactly. The money must be refunded by the seller in its entirety in one go.

You've allowed the seller to dupe you into accepting a 50% refund and there is no follow-on or automatic 2nd half. Once the MBG case/dispute is closed, it’s closed. If you click into a partial refund offer, you are in effect saying that you’re satisfied with the partial refund offer.

The only thing you can do now is to contact eBay via Live Chat and ask them to check the communication from the seller in which they lied. Ask for the remainder to be refunded. Hope and pray that eBay CS will look at the lie given by the seller and proceed to refund you the remaining amount, with - hopefully - the sum deducted from the deceitful seller.

To make sure I’m not assuming anything unwarranted, and to help us (the voluntary posters on these boards) help you with the best advice, could you post the item number here? You can’t post the seller’s name/username, but item number is fine.

[gigashadow13]

Hello,

I appreciate you response but I am aware that there is no “eBay insurance” and I most certainly was not "had". I accepted nothing, the 50% refund simply showed up in my PayPal shortly after the seller received the item back in the mail followed shortly after by the message from the seller that I included in my post, I did absolutely nothing. If you go back and reread my original post you will see in detail what the seller said followed by what I said.

The Item number is 386959450283. And as an update, I got eBay involved and lodged a dispute shortly after making this post and within half an hour they had refunded me the remaining money and are taking matters further with the seller.

[springyzone]

That's great news you were refunded.

Countess was right in that I think the seller was trying to cheat you. Because your feedback rating is 18, it looks as if you are new to ebay. Maybe you aren't, but it looks that way, and sometimes unscrupulous sellers might try to take advantage of that & hope that you would be confused by what to do and give up.

Getting ebay involved  was definitely the right policy.

I am not sure how you went about the return, was that after lodging an official ebay claim? or did you write to the seller first and they offered a full refund if you returned it?

Personally, as a buyer, I'd only ever do it through an official ebay claim.

[gigashadow13]

Hello,

That's indeed the feeling I was getting too, I have been using eBay since it began, though until about 2 or so years ago I hadn't for around 10 years, I even co-ran a quiet successful eBay store in the mid 2000's. But given my sparse use I can see why people would think that I am new, and many things have changed in the past 12 years, so in that respect I guess that I am, in a way, new.

I was trying to get as much information out of the seller as possible. When I received the item and realized it didn't work I immediately contacted the seller and arranged for a return (they covered postage) in exchange for a refund, but when they got it back they started acting strangely. Then out of nowhere they refunded 50% of the price directly into my PayPal and sent the message I quoted in my post. That was when I got eBay involved and lodged an official eBay claim, and not long after that eBay themselves refunded me the remaining 50%. There also may have been a language barrier as the seller is in Japan, but I won't give them the benefit of the doubt due to their unsavory actions.

[davewil1964]

There you go.

Don't negotiate directly with the seller. Open a case through eBay. Read up on eBay's Money Back Guarantee. Which you didn't use.

Frankly, you're lucky you got anything back.

Getting all of it back is a bonus which shouldn't be relied on in future.

[sugar249]

---

@gigashadow13 wrote:

At this point I only have a 50% refund when it should have

been 100%, and I have no idea what button/process they 

are referring to, does anyone know what they are talking 

about or what I should do next?

Thanks.

---

You should have used the MBG as your first step in the process, not the supplier, in particular one with dodgy feedback.

[gigashadow13]

Actually that's exactly what I did, eBay's Money Back Guarantee is what I used to get my money back! Not sure what you read but I said I accepted nothing form the seller, I was talking to them out of courtesy!

[gigashadow13]

I agree, but their feedback is actually quite good, nearly 500 reviews with only 6 neutral, and they have been a member since 2021. I tried to sort it out out of courtesy but also initiated eBay's Money Back Guarantee simultaneously.

[davewil1964]

What I read is that you previously made no reference to the MBG.

If, as you claim, you had used it, the seller would not have been able to refund 50% unless you accepted it.

Not sure about Japan, but in Australia and many other countries a seller has no access to a buyer's email address, and can't refund via Paypal. Everything goes through eBay Managed Payments.