eBay returns issue
Discussion
Sold an item on eBay, funds held in escrow by PayPal. It was accurately described with photos, sent and delivered Special Delivery.
Buyer got in touch soon after delivery complaining about some minor marks on the case. These were visible on photos, but to avoid the hassle of another sale + postage fees, we gave the option to the buyer of a £20 partial refund which he ultimately accepted via eBay/PayPal. This has now been confirmed (closed?)
Later today he’s back in touch - there is a new fault which despite speaking to the manufacturer(!) can’t be fixed and he wants to return it. This can’t be done via eBay so he wants to post it back then be refunded via PayPal.
What’s the right way to go about things? We have proof the item was fine when it was posted, but not sure how much sway this holds.
Cash only via Shpock in future!
Buyer got in touch soon after delivery complaining about some minor marks on the case. These were visible on photos, but to avoid the hassle of another sale + postage fees, we gave the option to the buyer of a £20 partial refund which he ultimately accepted via eBay/PayPal. This has now been confirmed (closed?)
Later today he’s back in touch - there is a new fault which despite speaking to the manufacturer(!) can’t be fixed and he wants to return it. This can’t be done via eBay so he wants to post it back then be refunded via PayPal.
What’s the right way to go about things? We have proof the item was fine when it was posted, but not sure how much sway this holds.
Cash only via Shpock in future!
I stopped selling on ebay after an unsatisfactory encounter with a tosser made me realise its a mugs game
Time and time again you hear people complaining that they always side with the buyer in disputes
Im so far out of it as to be clueless, but I think it used to be that they had to open a case within 30 days
The crux is what is the time between your sale and recent aggro?
essayer said:
Sold an item on eBay, funds held in escrow by PayPal. It was accurately described with photos, sent and delivered Special Delivery.
Buyer got in touch soon after delivery complaining about some minor marks on the case. These were visible on photos, but to avoid the hassle of another sale + postage fees, we gave the option to the buyer of a £20 partial refund which he ultimately accepted via eBay/PayPal. This has now been confirmed (closed?)
Later today he’s back in touch - there is a new fault which despite speaking to the manufacturer(!) can’t be fixed and he wants to return it. This can’t be done via eBay so he wants to post it back then be refunded via PayPal.
What’s the right way to go about things? We have proof the item was fine when it was posted, but not sure how much sway this holds.
Cash only via Shpock in future!
If sale has passed the eBay time ie 30 days and he can’t open a case.Buyer got in touch soon after delivery complaining about some minor marks on the case. These were visible on photos, but to avoid the hassle of another sale + postage fees, we gave the option to the buyer of a £20 partial refund which he ultimately accepted via eBay/PayPal. This has now been confirmed (closed?)
Later today he’s back in touch - there is a new fault which despite speaking to the manufacturer(!) can’t be fixed and he wants to return it. This can’t be done via eBay so he wants to post it back then be refunded via PayPal.
What’s the right way to go about things? We have proof the item was fine when it was posted, but not sure how much sway this holds.
Cash only via Shpock in future!
Tough your under no obligation, say it been so long there is nothing you can do.
Has he left feedback?
Was this a new item? What is it and what is he claiming is wrong with it? Do you believe him or is he trying it on?
Do you want to take it back? If so get him to return it to you on a signed for delivery, tell him once you have received it and checked the fault, you will refund his money via PayPal. If not tell him to jog on and see if he takes it further, make sure all correspondence is via eBay.
How much money is involved?
Do you want to take it back? If so get him to return it to you on a signed for delivery, tell him once you have received it and checked the fault, you will refund his money via PayPal. If not tell him to jog on and see if he takes it further, make sure all correspondence is via eBay.
How much money is involved?
It’s a 3yo laptop.. £500ish
The second complaint is about artifacts on the screen which definitely weren’t there when we shipped it, and not mentioned when he first started whinging. He ‘suddenly noticed’ them later in the day. No pictures yet.
We actually took detailed photos of the screen for other eBay bidders who requested them, these show no issues at all, and were all sent via eBay messages so hopefully eBay customer service will be able to see them if he raises a SNAD issue.
We don’t want it back - just want to avoid them shipping back a brick and reclaiming the money from PayPal automatically.
We are not fussed about feedback at this point..
The second complaint is about artifacts on the screen which definitely weren’t there when we shipped it, and not mentioned when he first started whinging. He ‘suddenly noticed’ them later in the day. No pictures yet.
We actually took detailed photos of the screen for other eBay bidders who requested them, these show no issues at all, and were all sent via eBay messages so hopefully eBay customer service will be able to see them if he raises a SNAD issue.
We don’t want it back - just want to avoid them shipping back a brick and reclaiming the money from PayPal automatically.
We are not fussed about feedback at this point..
I've been using eBay for 20 years. Anything I sell over £20 is now cash on collection only. It takes longer to sell stuff but it usually sells. I also only list on the £1 FFV days.
Another tactic I use is to list more expensive items as best offer. This allows me to vet the buyers....
Still hasn't stopped 3 different buyers from hundreds of miles away buying the same item ive listed over the last 3 £1 days.
There are 17 words in the listing. 9 Of them state the item needs to be collected ...
It's a real pain as I then have to wait weeks for the next listing day.
Another tactic I use is to list more expensive items as best offer. This allows me to vet the buyers....
Still hasn't stopped 3 different buyers from hundreds of miles away buying the same item ive listed over the last 3 £1 days.
There are 17 words in the listing. 9 Of them state the item needs to be collected ...
It's a real pain as I then have to wait weeks for the next listing day.
All you can do is wait and see the pics he sends. It may just be easier to take it back and re-sell, unfortunately some sales go this way.
I've just had to except a return and refund for a new item that "doesn't work". ('only' £60) Spent some time communicating with the buyer, making sure he had it connected up ok etc. He was adamant it was faulty. I plugged in over the weekend and it's working fine, buyer wants his return postage refunded, I've told him to do one.
Funny thing, he now wants to buy another of the same item from me, I won't be selling to him.
I've just had to except a return and refund for a new item that "doesn't work". ('only' £60) Spent some time communicating with the buyer, making sure he had it connected up ok etc. He was adamant it was faulty. I plugged in over the weekend and it's working fine, buyer wants his return postage refunded, I've told him to do one.
Funny thing, he now wants to buy another of the same item from me, I won't be selling to him.
Stop being reasonable and end communication there is nothing he can do.
Private buyers treat private sales the same way they do a corporate company with no quibble returns. This often leads to fraud and people being unreasonable.
I just sold a camera part (macro tube) - guy opens a case next day saying defective but fortunately I coaxed a bit more out of him and he admits he bought the wrong thing. At this point I stopped responding (he had already left negative feedback!!) And contacted eBay live chat.
I told them he is attempting to extort me by falsely claiming it is defective. They see the messages and agree not to accept returns, they have logged him as returns fraud and said they will not take any money off me.
For once z quite a reasonable outcome.
I have two negative feedbacks out of 700 odd. This twerp and someone who basically left a product review , again as if I'm Amazon !
Private buyers treat private sales the same way they do a corporate company with no quibble returns. This often leads to fraud and people being unreasonable.
I just sold a camera part (macro tube) - guy opens a case next day saying defective but fortunately I coaxed a bit more out of him and he admits he bought the wrong thing. At this point I stopped responding (he had already left negative feedback!!) And contacted eBay live chat.
I told them he is attempting to extort me by falsely claiming it is defective. They see the messages and agree not to accept returns, they have logged him as returns fraud and said they will not take any money off me.
For once z quite a reasonable outcome.
I have two negative feedbacks out of 700 odd. This twerp and someone who basically left a product review , again as if I'm Amazon !
Narcisus said:
I've been using eBay for 20 years. Anything I sell over £20 is now cash on collection only. It takes longer to sell stuff but it usually sells. I also only list on the £1 FFV days.
Another tactic I use is to list more expensive items as best offer. This allows me to vet the buyers....
Still hasn't stopped 3 different buyers from hundreds of miles away buying the same item ive listed over the last 3 £1 days.
There are 17 words in the listing. 9 Of them state the item needs to be collected ...
It's a real pain as I then have to wait weeks for the next listing day.
Collection Only is just too much of a PITA, the amount of time I have wasted hanging around for people to collect is ridiculous, I don't think anyone has turned up when they said they would! The only time I now allow collection is for big bulky items that cannot be sent. Another tactic I use is to list more expensive items as best offer. This allows me to vet the buyers....
Still hasn't stopped 3 different buyers from hundreds of miles away buying the same item ive listed over the last 3 £1 days.
There are 17 words in the listing. 9 Of them state the item needs to be collected ...
It's a real pain as I then have to wait weeks for the next listing day.
megaphone said:
Collection Only is just too much of a PITA, the amount of time I have wasted hanging around for people to collect is ridiculous, I don't think anyone has turned up when they said they would! The only time I now allow collection is for big bulky items that cannot be sent.
Horses for courses. I've not had a single problem in hundreds of sales. Message asking to arrange at a conveniently mutual time. Buyer turns up and pays cash.Ebay is a pain no matter how you list things or take pictures you always get idiots who dont read either.
I placed a mountain of Nintendo things on and a woman bought a massive amount. Sent it next day delivery at my cost so I could eliminate issues of crap postage service and then I get a message about 2 games didn't have manuals & they are not worth what she paid because of this.
I asked if she had read the items fully and she left negative feedback saying I was augmentative only on the 2 items she complained about. The rest of the items she DIDNT leave feedback. I only left feedback on the same 2 for her but I left positive as it was a good transaction give her that - "Should not assume, Needs to read the listings and look at photos"
In your case he has already opened and closed a case. Sod him. If he wants a refund he needs to go to paypal to deal with it
I placed a mountain of Nintendo things on and a woman bought a massive amount. Sent it next day delivery at my cost so I could eliminate issues of crap postage service and then I get a message about 2 games didn't have manuals & they are not worth what she paid because of this.
I asked if she had read the items fully and she left negative feedback saying I was augmentative only on the 2 items she complained about. The rest of the items she DIDNT leave feedback. I only left feedback on the same 2 for her but I left positive as it was a good transaction give her that - "Should not assume, Needs to read the listings and look at photos"
In your case he has already opened and closed a case. Sod him. If he wants a refund he needs to go to paypal to deal with it
Think you have cursed me.
That woman has bought something else without me realising. Sadly it did get a little damaged in the post beyond my control. I get negative feedback and I responded to a message asking her never to buy from me again.
Next minute I get 8 negative feedbacks from all the items she didn't leave feedback for saying I am rude...... I am now on the phone to ebay trying to resolve this but I am tempted to make a fake account buy all of her items and never pay. IF not send lots of tena samples to her house
That woman has bought something else without me realising. Sadly it did get a little damaged in the post beyond my control. I get negative feedback and I responded to a message asking her never to buy from me again.
Next minute I get 8 negative feedbacks from all the items she didn't leave feedback for saying I am rude...... I am now on the phone to ebay trying to resolve this but I am tempted to make a fake account buy all of her items and never pay. IF not send lots of tena samples to her house
layercake said:
Pretty sure buyers have longer on paypal to put a claim in, i have had one buyer who didn't contact me for 2 months then said item never turned up, luckly item was sent tracked but was showing as posted only so lost in transit, so will need to claim from royal mail for the loss
Yes, I think it is 60 days now. I sold a bunch of stuff before Christmas and it's the more expensive stuff that I haven't had feedback for. It would be good to know it arrived at least - instead of that I'm holding my breath waiting for the 60 days to be up, to be sure some knobber can't suddenly claim it didn't turn up two months ago and demand a refund.You need to hold your breath a wee bit longer. The buyer has 180 days to raise a Paypal claim.
https://www.which.co.uk/consumer-rights/advice/can...
https://www.which.co.uk/consumer-rights/advice/can...
Kev_Mk3 said:
Think you have cursed me.
That woman has bought something else without me realising. Sadly it did get a little damaged in the post beyond my control. I get negative feedback and I responded to a message asking her never to buy from me again.
Next minute I get 8 negative feedbacks from all the items she didn't leave feedback for saying I am rude...... I am now on the phone to ebay trying to resolve this but I am tempted to make a fake account buy all of her items and never pay. IF not send lots of tena samples to her house
Rang ebay could see that she had never contacted me over the majority so removed them apart from the one where i did kick off back which is fair enough.That woman has bought something else without me realising. Sadly it did get a little damaged in the post beyond my control. I get negative feedback and I responded to a message asking her never to buy from me again.
Next minute I get 8 negative feedbacks from all the items she didn't leave feedback for saying I am rude...... I am now on the phone to ebay trying to resolve this but I am tempted to make a fake account buy all of her items and never pay. IF not send lots of tena samples to her house
My experience.
Bought a rowing machine last week, quite an old unit.
Had not been used for a while tried electronic info box and it turned on fine.
Got home and unit does not register anything from rower, so simply contacted them, told them I would try and see if there was a fix I could do on forums etc.
Realised it was a faff doing it, sent them a polite message asking what options I have being as I simply turned up and picked it up.
They offered a refund, as long as obviously item is the same as it was when I picked it up.
it can be done, but agreed some poeple are simply after a cheap shot.
Bought a rowing machine last week, quite an old unit.
Had not been used for a while tried electronic info box and it turned on fine.
Got home and unit does not register anything from rower, so simply contacted them, told them I would try and see if there was a fix I could do on forums etc.
Realised it was a faff doing it, sent them a polite message asking what options I have being as I simply turned up and picked it up.
They offered a refund, as long as obviously item is the same as it was when I picked it up.
it can be done, but agreed some poeple are simply after a cheap shot.
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