Appeal denied after incomplete return (missing accessory) – need advice

[speedwarz]

Hi everyone,

I recently had a return case where the buyer claimed the item was not as described and requested a refund. I accepted the return, but the item was sent back incomplete.

The original sale was for Apple AirPods (3rd generation), and the listing also included a Bellroy navy leather case valued at $55 AUD as part of the package. However, the returned item did not include this accessory.

The buyer also made claims about the item’s condition that do not align with how the item was sent. I believe the buyer may be overusing the “item not as described” policy to return the item after use or due to a change of mind, rather than because of a genuine issue.

Despite this, eBay has already refunded the buyer. I have submitted an appeal and am now waiting for a response.

I would appreciate any advice from experienced sellers on how eBay typically handles incomplete returns like this and whether there is any chance of recovering the loss under seller protection.

Any guidance or similar experiences would be greatly appreciated. Thank you.

[twyngwyn]

Have you asked the buyer where the case is?

[twyngwyn]

What does buyer’s f/b left for others look like?

[gutterpunkz05]

Hi there, from memory!   if an item is returned damaged, incomplete etc, you have 3 days to refund the buyer, but may withhold up to 50% (?) of the original sale price.  If you refuse or fail to make a partial refund and ebay is required to step in, then they will refund the total amount.  I don't know if such a decision can be appealed, given as the refund time frame was not met.

Happy to be corrected!

[kate88._110]

If you withhold part of the refund, the buyer will usually contact Ebay and they will give them back the full amount, at least this has been my experience. If you complain they will usually just say 'it's our policy'.

[gutterpunkz05]

Hi there, was pretty sure it was covered by policy.

Condition of returned items policy | eBay

If you qualify to deduct an amount from the buyer's refund, you can deduct up to 50% from the refund for the loss in value of the item. Learn more about seller protections.