eBay

eBay Partial Refunds Verses Full Refunds

Full Refunds Vs. Partial Refunds

What is the process on when and how to offer partial verses full refunds??

I see a lot of noise online about what is the process for refunds when selling on eBay.  I wanted to give you some insight onto how I look at and handle returns.  There are instances where I will offer a partial refund or I will offer a full refund.  The main point is to offer the best customer service possible.  I always offer a return policy as not only does it offer comfort to the buyer, but more than likely the buyer will find a way to return the item if they want too.  Keep in mind if the sale is within 45 days and buyer claims there is an issue, most of the time eBay will require you to take the refund.  When in doubt, call eBay and explain your case.

PartialRefund

Partial Refunds

I offer partial refunds as a first option when I more than likely do not want to take a return (if item is working), and based on what the buyer says they more than likely want the item anyways.  I will not offer a partial refund if the item is defective, item is under a certain price point, or the buyer thinks its not as described (even though it is).  Here are the instances where I start with a partial refund,

  • Item is heavy as I don’t want to eat the shipping costs of returning it
  • Item is still functional
  • Buyer hasn’t completely stated they don’t want the item.  There is still some inkling in their voice they want it
  • Item is expensive and I can handle a partial profit loss while still keeping the customer happy

If a partial refund is rejected or not offered based on how I feel they are requesting a return then I will offer full refunds.

FullRefund

Full Refunds

I offer full refunds in most all cases.  Usually I can take the item back and resell it, so most of the time I’m out the shipping cost for both ways on the original sale.  Refunds are part of the game of selling, but its how you handle them to minimize their impact.  Here are the instances where I offer full refunds,

  • Buyer clearly states they don’t want it
  • Buyer opens an Item Not As Described (INAD) case for a return
  • Item can be sold as soon as I get it on return
  • Appears buyer isn’t using the item correctly even after coaching
  • If I feel the buyer is fishing for a partial refund.  This forces the buyer to return the item prior to full refund.

NEVER FULLY REFUND THE BUYER UNTIL YOU GET THE ITEM IN YOUR POSSESSION!

Secret Return Tip: I will offer full refunds on items if they’re not functional, but I won’t offer them to return the item if they are below $9.  For me, if the item is broken, I more than likely will lose money on the return shipping.  Its easier for me to eat the loss than pay for return shipping.

noRefund

No Refunds

Here are the only times I will not offer refunds,

  • Buyer tries to return an item after 45 days
  • Buyer breaks the item or uses it in correctly per their messages.  In these instances I will call eBay and explain the situation.  In most all cases where this has happened eBay as stated they would back me and refute any negative feedback should any issues arise.

Buyer Pays Return Shipping

In all cases, I will make the buyer pay for return shipping in the following scenarios,

  • Buyer states they don’t want the item
  • If buyer is outside the return window and item is still functioning
  • They threaten negative feedback
  • Buyer claims item isn’t described, but description clearly states what buyer is refuting.  An example of this is when I state item is “For Parts or Not Working”, and buyer states he wants to return as the item isn’t functioning.

In all cases, I treat the buyer with respect and hear them out.  It works out better for all parties if you treat everyone with respect and understand what they are saying!

When in doubt, call eBay support, explain your case and understand your options!

-Chris
LiquidationOH@gmail.com