Buyer demanding part refund

[Silly1]

This is driving me nuts.. Ok here's the thing. I stupidly uploaded photo which was simular to the item I was selling. The item title clearly stated as did the description exactly what was for sale. They were asda iridescent cutlery hard to source product and sold out stock. This buyer brought 2 sets on separate days,I guess as mine were cheaper. I politely posted at an extra cost my expence and informed seller. Couple days later I get a message. Item received is different from piture. I explained that title and description stated sale and that indeed she had recieved genuine better quality than in the photo not the cheap copies. She said she brought wanted the photo ones. I said I could send the cheaper ones but at the same cost. She claimed this to be unfair... hang on!! Did she think she was getting them anyway and still paid my price?? Contradictory!! Alarm bells!! I'm then told she will keep the cutlery but will only recieve part refund for my decietful dishonest mistake. I said I will refund in full upon return item being in new unopened condition as I sent. We are talking 90.00 inc post. So I'd rather pay return cost than lose my items it makes sense In my opinion. She she clearly demanding part refund and says she don't want to send them back although previously telling me how disappointed in the product she was. Surely full refund plus postage cost then she can buy what she truely wanted in the first place..she claims this is unreasonable. Please help advise me can ebay give her part refund when goods are not faulty or damaged when I have offered refund in full. Also I'd like to mention she opened case in item not received I have given tracking number and have proof. I am 100% feedback and sell very little. Remember these are sell out products.

[PayPal_Randy]

Hi Silly1,

Welcome to the Community and congrats on your first post.

I'm so sorry to hear about your recent experience with an eBay sale.  😞  Did the buyer file an eBay dispute or a PayPal dispute?

If the sale is being disputed on the eBay side, I recommend contacting eBay directly for further assistance.  Here's how:  https://ocsnext.ebay.com/ocs/home

If the transaction is being disputed via PayPal, I recommend responding to the dispute by visiting the account's Resolution Center with as much information as possible.  

Here's how to respond to the dispute:

1. Log in to your PayPal account.
2. Go to the Resolution Center
3. Click View under ‘Action’ next to your case.
4. Respond to the buyer and enter any relevant information (such as tracking information), and then click Post Message.

Your message is sent directly to your buyer.

Thanks!

[Linc1957]

@Silly1  eBay does not issue Partial Refunds to Buyers.  Partial Refunds are worked out between Seller & Buyer.  If the picture did not match the item sent then it is not as described.  The picture is also part of the the item listing and yes, some Buyers will latch on to a small descrepency to try and get money back.  If it were me I would message the Buyer and let them know you will issue a full refund with the return of the items and a claim processed through eBay's Resolution Center.  This lets YOU get your eBay FVFs credited back to your account and just so you know, those fees are on the TOTAL order (item +shipping).   For me, I would even go on record offering to pay for the return shipping and then simply wait for the claim to be processed.  If the Buyer at any time mentions Feedback you can let them know that is in violation of eBay's Feedback Extorsion Policy which states in so many words that one or the other party may not use Feedback as a leveraging tool to get something more than what the transaction included.

Really sorry this happened to you for sure but getting your items back, recovering the eBay Fees and being able to sell them again will cut your losses, no pun intended ...  

[Silly1]

Many thanks for responding . thankfully Issue resloved. Ebay closed case no further action. I guess as I had proof of tracking. Buyer then tried to open something wrong with item dispute which was also shut down by ebay. Then buyer messaged me privately asked for refund of one item with me paying postal costs..I don't think so.. This was clearly an experienced user trying to pull a fasty. I'm so pleased with the outcome. Her final case message was fairly upsetting calling me a bully saying I'd been aggressive and unreasonable,to which I was unable at that point to respond. That caused me much upset as totally untrue. At the time did not know if ebay had a policy for part refunds buyer was putting me under pressure to issue one. I'm pleased I stuck to my belief in ebay. Someone told me she could try reclaim thu paypal now... WAtcham this space...

[Linc1957]

@Silly1  Good for you for sticking to your guns ... I understand your concern with the Buyer's two failed attempts with eBay claims and the possibility of using PayPal next.  There is nothing wrong with you contacting PayPal now and just voicing your concerns with the transaction in question and letting them know the history of the Buyer's attempt at 2 eBay claims, a messaged refund request, etc.  While that is no guarantee it certainly can not hurt.

Now, as it relates to the Buyer potentially leaving negative Feedback ... if they do I would contact eBay and request that it be removed based on the two failed claim attempts, obviously fraudulant and dishonesty should not be rewarded ... but put it in your own words of course, that's just me looking from the outside in.