Firsthand Autographs - EBay store - buyer beware

[Mushroom079]

I purchased from FirsthandAutographs online eBay store. The item was a signed tour book. The front had a “3D lenticular”insert on the cover. I received the item damaged due to seller insufficient packaging. The seller stated I could return the item for a full refund. The item is rare & I wanted to keep the item. But the damage reduces the value of the item, I can’t display it as intended ETC. The seller suggested I remove the 3D insert and frame that separately. (This then wouldn’t match the “COA” (certificate of authentication supplied.) This would damage the book in the process. I asked for a partial refund. This is where the seller stated to get direct and rude! I logged a dispute claim with PayPal. I asked for 1/3 of the purchase price to be refunded. The seller acknowledges responsability for damage but will only offer a return for a full refund. PayPal have “changed” my partial refund request claim To a full refund upon return of the item to seller. This is not how I logged the claim. I made it clear I didn’t want to return the item, and a partial refund was listed to PayPal dispute. It seems the seller get the. Item back for full refund - no further negotiations nor dispute is actioned by PayPal. So - the claim looks to be closing in the sellers favour. Bit of a cop out. What I don’t understand is why PayPal can’t make the adjudication on the partial refund as they can in the terms of full refund!!?? Side notes; The seller eBay feedback has a note from a buyer “negative feedback received” for damaged goods. It says - “ARRIVED RIPPED. Offered part refund only if I left feedback. Unprofessional”. So clearly the seller has offered partial refund in the past & has “wised up” on Their trade practices to comply. What I want to know is - why won’t PayPal adjudicate a partial refund the same way a buyer / seller requests a full refund? How na they change a claim from Partial refund claim to a full refund claim I’d item returned...? (That’s not how the claim was logged.

[kernowlass]

@Mushroom079 

Any part refund or negotiations is done during the 'dispute' phase between you and the seller, if you agree to a part refund then thats fine but if not escalate to a claim.

Once its at the claim stage the 'only' option paypal gives you is a full refund on return of the item back to the seller.

As claims are mostly automated then they don't get involved in negotiations or offers that is for you to sort out in the dispute part of the claim.