We sell technology items and in the real world there is no such thing as a 100% perfect manufacturing process. Sometimes, a tiny fraction of the time, NEW items fail out of the box or within a few weeks. There is no way to avoid this fact of life. But at the same time it is NOT a Significantly Not As Described item. The item was sold as a brand new factory packaged item.
Our eBay ad postings very clearly state NO REFUNDS, if an item is defective it will be replaced for free. Those are the Terms of Sale every one of our buyers agree to when they make their eBay purchase. You know that "Legally Binding Contract" as eBay puts it.
Unfortunately the current PayPal, and it sounds like the new eBay, resolution systems only offer buyers a 100% refund of the item price plus S/H in these cases because the buyers are only given the option to file a SNAD. And almost ALWAYS before contact us as a seller so we can work with them to resolve the issue.
How exactly will eBay be handling SNAD cases for new items found defective upon receipt by the buyer and the buyer agreed with their purchase to NO REFUNDS, Replacement Only? Will sellers get SNAD Buyer Satisfaction strikes against them and have to issue full refunds because of a "Manufacturer Defect" that the seller was more than willing to replace but eBay ONLY offered the buyer a full refund in violation of the TERMS OF SALE both parties agreed to in advance?
Please help me to understand what exactly eBay's plans are here?