Advice needed

[custom_shop_guitar]

I sold a phone recently - brand new - open box - but sealed components. The buyer did not read the auction details carefully and purchased this phone and does not work on their network. They want a full refund. I am concerned the phone components have now been used - open packaging etc. - not in the same condition as I sold it in. I could not re-sell it as i initially had listed it - less value. The fault is 100% the buyer as they did not do their research regarding their carrier. Further, what if something has been swapped out of the new phone i.e.) battery etc...

How would you proceed?

[custom_shop_designed]

Okay so the buyer has agreed to cover the shipping to him and return shipping as well -that good news. I sent him a cancel transaction notice which he accepted. So I believe I simply refund him a partial discount through paypal once the phone is returned to me (has tracking). So, I should get the ebay fees back? Anything else you would recommend?

ps... Shipping is about $25 because of full insurance 

[pjcdn2005]

That's great that you and the buyer could come to an agreement.

You do not get your ebay fees back on a partial refund. You will get a portion of your paypal fees refunded.

[custom_shop_designed]

So even though the transaction is cancelled through ebay and the note I received was that I would get seller fees refunded - you are saying I will not?

[custom_shop_designed]

I see i have about A $60 credit for the transaction - so I did get my seller fees fully refunded - that is good news. This is all before I have refunded their money. I simply requested the cancelling of the transaction - which they agreed to based on returning the item - which was an option - good to know

[mr.elmwood]

Your customer is doing all the right things, in the right order. This is costing them time, money, effort. I am having a hard time believing they would go through all of this effort to scam you.

When you gte the parcel, let us know what you receive and in what condition. With received tracking you are obligated to refund. I have always refunded the full buyer payment.

Before you do anything, if you have any doubts, ask here first. You will get a variety of opinions, but, that may slow down your thinking and lead to a better overall result.

I had a $300 sale go south on me a month ago. I was prepared for the worst. I do not know what happened at the other end, but, the part was returned in original shipping condition and not used. It bites me that I was out the shipping, but, the buyer was out the return tracked shipping. Cost of doing business.

[pjcdn2005]

Sorry, I missed that you had already sent the cancellation and that the buyer agreed. Ebay tells the buyer to wait for a refund before they agree to a cancellation so usually that's how it is done. 

Plus, I didn't realize that you could still cancel before the refund. Since you cancelled the whole transaction, you won't have paid any fees on the amount that you do not refund.  Ebay may or may not notice.

Normally, when you give a partial refund, it is for a smaller amount and you don't get your fees back because the transaction is not being cancelled. I didn't think it was possible to cancel with a partial refund but since you did cancel before any refund was given, I might be wrong about that.

[lady.stark]

---

@pjcdn2005 wrote:

I didn't think it was possible to cancel with a partial refund but since you did cancel before any refund was given, I might be wrong about that.

---

I confirm this is possible. I once received a cancellation request from a seller who sent me a partial refund because the photo I received was damaged and it was not described in the description or seen in the scanned picture (that damage part was "conveniently" left out of the scan). And it was not damaged in transit because the envelope didn't have any damage to it. Anyway, long story short, it is possible 😉